ComplaintsforMr. Cooper

Mortgage Broker

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Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My loan was paid off and they owe me a refund. There is NO WAY to contact them because my loan is paid off and all they have are automated systems that have no options for me to talk to a real person or get the information I need. Loan number **********.
Business response
05/03/2024

***************************                                                                                      May 3, 2024
**********************;

ACCOUNT INFO
LOAN NUMBER: 717867469
CASE NUMBER: 0009253100
REFERENCE: 21599782
PROPERTY ADDRESS:
******************************************************************************

MORTGAGOR:
*******************************

*************************;

Dear ***************************:

Thank you for reaching out to us.

We received your concerns you submitted to the Better Business Bureau (BBB) on April 22, 2024, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Payoff Refund

In your correspondence you state that your loan was paid off and you are owed a refund. You state that there is no way to contact the *************************** and obtain the information you need. You request a refund.

After reviewing your account, we found that your loan was paid in full on April 2, 2024. Further review determined that a refund for the remaining escrow balance of $399.76 was sent to you on April 22, 2024 with check number **********. Additionally, the overage funds from the payoff of $202.27 were sent to you via check number ********** on April 22, 2024. It is important to note that any refunds from when your loan is paid in full are generally sent within 20 business days after being paid in full. Please allow 7 to 10 business days to receive the refunds.

We want to apologize for the frustration you recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. Your input will help us continue to improve, and have already passed your feedback on to our user experience team.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because the payoff refunds have been sent to you within the respective timeframe. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
Transaction History
Recorded Lien Release

If you have any questions, please contact our *************************** at ************ or via mail at ********** 4, ************************************************** Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
**************************
Phone: ************
E-mail:***********************************************

Enclosures 2
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Texas Residents: COMPLAINTS REGARDING THE SERVICING OF A MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, ************************************************** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ************. A complaint form and instructions may be downloaded and printed from the Department's website located at www.sml.texas.gov or obtained from the department upon request by mail at the address above, by telephone at its toll-free consumer hotline listed above, or by email at **********************
Initial Complaint
04/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Our home loan was transferred from ****************************************** on April 1st (out of our control) Emails from Mr. Cooper said credit scores would be unaffected by the move. Today (April 19th) I was informed by Experian my credit dropped 38 points due to credit history length. Our ***** Fargo home loan of 20 plus years shows closed, but Mr. Cooper loan does not appear on the report. I reached out to Mr. Cooper customer service via online chat and chatted with ******. He stated nothing could be reported for 60 days due to federal guidelines and credit is protected during that time. However, when pressed what step to take if credit was NOT protected (as this was), he simply cited it'd be 60 days. We are looking to get pre-approved for a new home loan next month and this credit drop out of our control *** jeopardize timing of moving. We would like the transfer to be reported by Mr. Cooper asap.
Business response
04/24/2024
Please find the attached response from Nationstar Mortgage, LLC d/b/a Mr. Cooper for BBB ID ********. Thank you.
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mr ********************************************** Increase the monthly payment without communicating with us but then at the same time send a surplus of $549.11 **************** num they never answered. Answering machine never contacted an agent Impossible to reach someone to help or answered questions
Business response
04/26/2024
Please see attached response letter and enclosures.
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I want to a cancel an escrow account for my house. The loan servicer recenlty changed, and they say the appraised value of the house is the same as the loan amount, so they can not stop the escrow account. My property tax appraised value is twice what the loan amoun is, but they refuse to take this into account. I think this is all a ruse and they are just trying to keep the escrow account going. They say my house is apprised at just over ****** and its worth 2 million.
Business response
04/22/2024
Please find attached.
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Mr. Cooper has increased my property tax to $6708.46 for the year of 2024. The highest annual property tax in ******** is only around $2600. I have called them about this issue more than I can count and I never get help or any resolve. Every time I have called I get a different answer why they have come up with the $6708.46 in property tax. This unexplained and ridiculous increase of $4000 has increased my monthly mortgage payment by $400. To explain in full I would need to talk with a BBB representative directly. Thank you.
Business response
05/01/2024

******** Driskell                                                                                May 1, 2024
312 Pageant Drive

ACCOUNT INFO
LOAN NUMBER: 719354805
CASE NUMBER: 0009214595
REFERENCE: 21593073
PROPERTY ADDRESS:
************************************************

MORTGAGOR:
*************************************

********,** 40475

Dear *********************************:

Thank you for reaching out to us.

We received your concerns you submitted to the Better Business Bureau (BBB) on April 18, 2024, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Escrow Account

In your correspondence you state that your property taxes increased to $6,708.46 in 2024. You state that the highest taxes in ******** are typically only $2,600.00. You explained you called your tax office, and you were not able to obtain assistance. You state that when you call you receive different answers as to how the property taxes are $6,708.46. You state that the unexplained increase of $4,000.00 has resulted in an increased monthly payment. You explain you would need to talk to a BBB representative.

After reviewing your account, we found that on March 12, 2024, you called Nationstar Mortgage LLC, D.B.A, Mr. Cooper subservicer for Lakeview Loan Servicing, LLC,(Mr. Cooper) and inquired about the property tax exemption. You explained you had previously sent the documents and the representative reviewed your loan and determined the proper documents had not been received. The representative submitted an inquiry to the *************** The call was disconnected. You returned the call to Mr. Cooper and inquired about the property tax exemption.The representative advised you to send an updated tax bill and advised you of an inquiry.

On March 13, 2024, the ************** reviewed your county website and confirmed the property taxes were current. Additionally, it was determined that your loan did not reflect any approved exemptions and the updated property tax bill was unavailable. The ************** confirmed that an updated tax bill was needed.

On March 19, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on May 1, 2024. The analysis determined that the property taxes were $6,708.46 and the homeowners insurance premium was $1,058.99 totaling the escrow disbursements to $7,767.45. The total disbursements were divided by 12 months to ensure escrow funds are collected and $647.29 was the calculated base escrow payment. The analysis determined that your escrow account would have a shortage of $721.86, the shortage was spread over 12 months and $60.16 was added to your monthly payment. The monthly payment was calculated as follows: principal and interest of $1,795.65, base escrow amount of $647.29, and a monthly shortage spread of $60.16, totaling the monthly payment to $2,503.10.

It is important to note that the escrow portion of your payment is designed to pay anticipated tax bills and premiums for homeowner's insurance. The monthly payment for escrow is based on the most recent information regarding your property taxes provided by the taxing authority and upon the homeowners annual insurance premium. The reserve requirement is an additional amount that eliminates the possibility of a deficit in your escrow account and is allowable by Section 3 of your Note and can equal up to *****% of the total amount being collected for the escrowed items. If there is a shortage in your escrow account, payments to recover the deficit are spread across twelve equal payments.

On April 15, 2024, you called Mr. Cooper and advised you had a 100% property tax exemption. You advised you would receive an updated bill in October. The representative advised the updated tax bill is needed to update your escrow account.

You returned the call to Mr. Cooper and advised the property taxes were incorrect.The representative advised that an updated property tax bill was needed to update your escrow account. Later that day, you called Mr. Cooper and inquired if the escrow account could be removed, the representative advised your loan did not meet the Loan-to-Value (LTV) requirements.

On April 16, 2024, Mr. Cooper received your documents. The message center responded and advised your documents were forwarded to the *************** You called Mr. Cooper the same day and advised the property taxes amount of $6,708.46 was incorrect. The representative contacted the county to confirm the property tax amount. The county advised the $6,708.46 was incorrect and advised the updated tax amount would be available by October 2024.

On April 17, 2024, you called Mr. Cooper to advise the taxes were incorrect. The representative connected you to the ****************** The representative submitted an inquiry to the ************** to have the taxes updated to $2,617.37.

On April 18, 2024, you called Mr. Cooper and requested to send a message to the previous representative you spoke to. The representative reviewed the loan with you, and you advised that the property taxes were not available.

On April 22, 2024, the ************** updated the tax information to reflect the amount of $2,617.92.

On April 23, 2024, the ************** sent a fax to the county requesting updated tax information.

On May 1, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on May 1, 2024. The analysis determined that the property taxes are $2,617.92 and the homeowners insurance premium is $1,058.99,totaling the escrow disbursements to $3,676.91. The total disbursements were divided by 12 months to ensure escrow funds are collected and $306.41 was the calculated base escrow payment. The analysis determined that your escrow account would have a surplus of $2,005.16 and the funds would be sent to you with your escrow statement. The monthly payment was calculated as follows:principal and interest of $1,795.65, base escrow amount of $306.41 totaling the monthly payment to $2,102.06. Please allow 3 to 5 business days for the statement to be generated and an additional 7 to 10 business days for mailing time.

At this time your property taxes in your escrow account reflect $2,617.92. We reviewed your county website and determined that the updated property tax amounts will be available by October 2024. Upon your receipt of the updated property tax information please provide the information to Mr. Cooper to update your escrow account accordingly. Thank you for the opportunity to be of assistance.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because the property taxes have been updated with the information provided by the county. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
Transaction History
Escrow Statement

If you have any questions, please contact our *************************** at ************ or via mail at ********** ********************************************************************************************************* Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT)and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
**************************
Phone: ************
E-mail: ****************************************

Enclosures 2
By BBB Portal

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Customer response
05/02/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/18/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mr ********************** calculated wrong taxes on escrow analysis creating a BIG shortage account. I want them to do a new escrow analysis with CORRECT information
Business response
05/01/2024

******************************* Magana                                                                     May 1, 2024
****************************;

ACCOUNT INFO
LOAN NUMBER: 703872549
CASE NUMBER: 0009214536
REFERENCE: 21592809
PROPERTY ADDRESS:
***************************************************************************************

MORTGAGORS:
************************** ******
*********************************** Magana
***********, ** 93257

Dear ***********************************:

Thank you for reaching out to us.

We received your concerns you submitted to the Better Business Bureau (BBB) on April 18, 2024, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Property Taxes

In your correspondence you state that Nationstar Mortgage LLC, D.B.A, Mr. Cooper subservicer for Lakeview Loan Servicing, LLC, (Mr. Cooper) calculated the property taxes incorrectly resulting in a big shortage. You request a new escrow analysis be corrected.

After reviewing your account, we found that on April 3, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on June 1, 2024. The analysis determined that the property taxes were $5,925.96, the homeowners insurance premium was $735.00, and the private mortgage insurance premium was $1,452.36,totaling the disbursements to $8,113.32. The total escrow disbursements were divided by 12 months and the base escrow amount was calculated to $676.11. The analysis projected that your escrow account would have a shortage of $4,046.28.The shortage was spread over 12 months and $337.19 was added to the monthly payment. Your monthly payment was calculated as follows: principal and interest $1,947.14, base escrow $676.11, shortage spread $337.19, totaling the monthly payment to $2,960.44. Please note that this escrow analysis was removed.

It is important to note that the escrow portion of your payment is designed to pay anticipated tax bills and premiums for homeowner's insurance. The monthly payment for escrow is based on the most recent information regarding your property taxes provided by the taxing authority and upon the homeowners insurance annual premium. The reserve requirement is an additional amount that eliminates the possibility of a deficit in your escrow account and is allowable by Section 3 of your Note and can equal up to *****% of the total amount being collected for the escrowed items. If there is a shortage in your escrow account, payments to recover the deficit are spread across twelve equal payments.

On April 16, 2024, you messaged into the secure message center and inquired about the property tax amount. You advised the increase in property taxes resulted in a shortage and an increased monthly payment. The representative advised you to provide updated tax information to the ***************

On April 18, 2024, Mr.Cooper received the updated tax information, and you sent a message advising a shortage was on your escrow account. You requested an analysis be completed and advised you would submit your concerns to the BBB. The message center responded and advised your request would require additional research and advised you to allow up to 7 business days for a full review to be completed. Mr. Cooper received your concerns submitted to the BBB.

On April 19, 2024, a request was submitted to the ************** requesting the property taxes be reviewed as you stated the taxes were $3,615.70.

On April 22, 2024, a request was entered to have the analysis completed due to property tax updates.

On April 23, 2024, the ************** determined that the first property tax installment was due and paid in amount of $652.72 and the second property tax installment was paid in amount of $2,962.98 totaling the property taxes to $3,615.70. Your escrow account was updated accordingly.

On April 26, 2024, an out-of-cycle escrow analysis was completed with the payment changes taking effect on June 1, 2024. The analysis determined that the property taxes were $3,615.70, the homeowners insurance premium is $735.00, and the private mortgage insurance premium is $1,452.36 totaling the disbursements to $5,803.06. The total escrow disbursements were divided by 12 months and the base escrow amount was calculated to $483.59. The analysis projected that your escrow account would have a shortage of $3,276.18. The shortage was spread over 12 months and $273.01 was added to the monthly payment. Your monthly payment was calculated as follows: principal and interest of $1,947.14, base escrow of $483.59,and a shortage spread of $273.01 totaling the monthly payment to $2,703.74. It is important to note that you have the option to pay the escrow shortage of $3,276.18 in full and lower the monthly payment to $2,430.73. Please note that the Escrow Statement will be generated within 3 to 5 business days and will be mailed to you under separate cover.

On May 1, 2024, a Resolution Letter was sent to you advising you of the escrow analysis completed on April 26, 2024.

At this time your loan is due for the June 2024 monthly payment of $2,509.92. If you receive any updated information from your county, please forward the information to the *************** With respect to the misunderstanding you detailed in your inquiry,we recognize that we may not have been sufficiently clear in our prior communications and appreciate the opportunity to clarify the matter.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because the property taxes were paid according to the information provided by the county. Additionally, upon the updated information being received your escrow account was updated accordingly. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
Escrow Statement
Transaction History
Resolution Letter

If you have any questions, please contact our *************************** at ************ or via mail at ********************************************************************************************************************* Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*************************
Mr. Cooper
Customer Relations Specialist
PO Box ******
**************************
Phone: ************
E-mail:***********************************************

Enclosures 3
By BBB Portal

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Hud.gov
Neighborworks.org
Initial Complaint
04/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
September 2015, My wife and I purchased a house with USAA Nationstar Bank. Our tax rate is 3.5% and the mortgage payment at that time was around $1500.00 per month. After about 3 years being in the house, we were informed that the escrow was in the negative. When we asked why, Nationstar quoted that they had the wrong property tax rate, instead of contacting the county and getting the correct tax rate, they took a guest at what they thought the rate should be. So therefore I mortgage has been going up every year since then. We continued to try find a resolution to this problem, and in the meantime Nationstar has had multiple class-action law suits against them for illegal doings against military soldiers. Approximately 3 years ago, we tried to get a forebearance to fix this problem, all the paperwork that was sent to them via fax. One lady at the mortgage told me that they had gotten the paperwork and another said they didn't get the paperwork. I also ask if we need to make payments while filing a forebearance, and they told us no. After about 4 months, the forebearance came back disapproved and that we need to pay $20,000.00 which a bill was sent to us for that amount. We sent them a certified check for the amount. A couple of weeks later, they sent us a check for approximately $15,000.00 dollars and said we had over paid. I also asked them why they did keep the correct amount for the escrow being in the red and they quoted that the escrow was ok. We have had nothing but problems with Nationstar mortgage, with all the class action law suits, I don't understand why USAA would continue to do business with them. Nationstar later change their name to Mr. Cooper. Nationstar and Mr. Cooper are the same company.
Business response
05/01/2024
Hello. Please see the attached response and enclosures. Thank you.
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mr ********************** has and is refusing to refund the escrow and excess amounts paid to them from a loan closing on my property located at ****************************************** on March 13 2024 citing that the updated address was not given to them at the closing. I have called and indicate that I was refinancing to bypass the system that would otherwise hang up on you if you loan is paid in full and trying to get anything other than the limited items from the automated system. I spoke with ******* on April 11 who communicated that the excess payments went to the property address on April 1, 2024 to the house already sold- when there was clearly a letter faxed as part of the payoff request updating my information as well as the follow up loan documents sent in with the closing request. In speaking with ******* she updated my information and communicated that the checks would be resent out - I called again non April 17 and spoke with the chat line after which they communicated that the checks still had not been processed. The so called checks that they sent to the property address NEVER arrived- at this time I am under the impression that they do not have any intentions of sending out the excess money that they have on file. I would like the money to be either expressed mail to my current address with tracking information provided to me without any additional charges or deposited into my account which I emailed to them and confirm when this will happen via email. This company never answers on the number given out to customers but instead only to customers who present an offer to purchase or refinance. This amount refunded should include the same interest charges as they would on amount owed to them.
Business response
04/23/2024
Please see attached
Customer response
04/26/2024
I am rejecting this response because: I requested that the refund be direct deposited into my bank account- several times- I do not have any records that they ever sent out the initial payment as they indicated, Again I request immediately on or before April 30th that the deposit without delay funds in escess of my payoff to be deposited with a confirmation
Customer response
04/26/2024
This letter response only addresses one payment that they alledged has been sent when in fact there are two separate payments that should be remitted (1) escrow refund IN THE AMOUNT OF $409.66 and (2) EXCESS PAYMENT in the amount of $413.65 which neither payment has been receipted at any address. Again I request that you show with confirmation that payments be deposited into my bank account as requested by or before April 30, 2024without fail or neglect.

Business response
04/30/2024
Please see the attached response to the recent inquiry. Thank you.
Customer response
04/30/2024
I am rejecting this response because:
Initial Complaint
04/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They tried to claim that I missed a payment to an Insurance company or tax payment and that I owed them $1864.25. I proved them wrong and that all had been paid and paid early. They continued to demand I make the payment for their customer service department to continue talking to me. I believe they should be investigated for fraud and poor business practices and possibly sued in a class action lawsuit.
Business response
04/26/2024
Attached is Rushmore Servicing's response.
Customer response
04/27/2024
I am rejecting this response because I paid what they asked me to pay. I have attached their payment coupon. They then attack me and claim that I didn't make a payment for "Taxes and or Insurance" which is a total lie. Insurance and taxes had been paid for months. I had dealings with MR. COOPER in the past and they are a bunch of crooks. Their customer service representative told me twice that I must pay the $1864.25 before she would even talk to me. When I saw that MR. COOPER had purchased my loan I worked as quickly as possible to get rid of my escrow account as I did not trust them to hold any of my money. They are crooks, inept or both.
Business response
05/01/2024
Please find the attached response to BBB ID ********. Thank you.
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mr. Cooper has instituted escrow on our loans in Feb 2024 claiming they havent received any proof of insurance. Both loans were bought by Mr. Cooper in 2022. No one called to ask us to provide proof of insurance. It is impossible to speak to a person at Mr. Cooper. We have provided proof of insurance through the term yet they refused and forced a 3rd party insurance. They even tried paying our insurance company USAA, who in turn refunded the money right back to Mr. Cooper since we paid our insurance in full for 2024, in December. I have never experienced a level of dismissiveness from a company like Mr *********************** We would like the escrow removed. This seems borderline predatory.
Business response
04/30/2024
************************                                                                                      April 30, 2024
1302 ********************* Court

ACCOUNT INFO
LOAN NUMBERS: ********** and 0691676290
REFERENCE NUMBERS: ********** and 0009193722
BBB CASE NUMBER: 21585867
PROPERTY ADDRESS:
************************************************************************************************* and
*******************************************
****************

MORTGAGORS:
************************
**************************************

******,TX 76248

Dear ************************:

Thank you for reaching out to us on April 17, 2024. We appreciate the opportunity to make things right.

At this time, we are still researching your with our ******************** regarding the insurance disbursements made in 2023 and 2024 as well as which insurance policies were received prior to the *********************** (LPI)being placed on the account. We apologize for any inconvenience this may cause and appreciate your patience. Please expect to hear back from us by May 10,2024.

If you have any questions, please contact our *************************** at ************ or via mail at ********** *****************************************************************************************************. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m.to 12 p.m. Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*******************
Mr. Cooper
Customer Relations Specialist
PO Box *****,
****************-9741
E-mail:**********************************************
Phone: ************

By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov
Neighborworks.org
Business response
05/09/2024
**************** Rios                                                                                                                   May 9, 2024
1302 ********************* Court

ACCOUNT INFO
LOAN NUMBERS: ********** and **********
REFERENCE NUMBERS: ********** and 0009193722
BBB CASE NUMBER: 21585867
PROPERTY ADDRESSES:
******************************************************************************************************************

*******************************************************************************************************************

Mortgagors:
****************************
******************************************

******,TX 76248

Dear ************************:

Thank you for reaching out to **.

We received correspondence for both above referenced loans from the Better Business Bureau (BBB) on April 17,2024, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Insurance- Loan **********

After review of the account with loan number **********, it was determined on October 6, 2023, that the ****************** policy with policy number ********* was canceled according to your request. It was also confirmed on the same day via the ****************** website that the policy was canceled effective September 30,2022. We updated the account and canceled the insurance on the line of the escrow account. Therefore, a letter dated October 6, 2023 was sent to you with a request for evidence of insurance. The letter also advised you that because insurance is required on the property, we planned to buy insurance for the property if no proof of insurance was received. The letter provided information that you or your insurance agent could fax the policy to ************, update the coverage information online at www.mycoverageinfo.com/mrcooper, or e-mail the policy to *****************************************.

A second letter dated November 8, 2023 was sent to you as the second and final notice to provide us with proof of insurance. The letter also provided information that you or your insurance agent could fax the policy to ************, update the coverage information online at www.mycoverageinfo.com/mrcooper, or e-mail the policy to *****************************************.

As no proof of hazard insurance for the property was received by Mr. Cooper, a letter dated December 14, 2023 was sent to you with information that Mr. Cooper purchased a *********************** (***) policy on your behalf as allowed by the loan documents executed at loan closing and to protect the lenders interest in the property.The *** policy was effective October 6, 2022 through October 6, 2023, with an annual premium in the amount of $2,415.00. Therefore, funds in the amount of $2,415.00 were disbursed on December 12, 2023 for the *** insurance premium.

An *** renewal letter dated December 18, 2023 was sent to you with information about the *** being renewed, effective October 6, 2023. As no proof of hazard insurance for the property was still not received by Mr. Cooper, the *** was renewed and funds in the amount of $2,454.00 were disbursed on February 6, 2024 for the *** premium.

On March 4, 2024, a letter was sent to you with information that we received proof of insurance. At that time, the *** was canceled as of January 1, 2024 and the account was updated to show a USAA Insurance policy with policy number 01443018980A, effective January 1, 2024 through January 1, 2025 and a premium in the amount of $1,793.57.

Funds in the amount of $1,870.00 were deposited into the escrow account on March 6, 2024. Funds in the amount of ******** were deposited into the escrow account on April 11, ******** funds in the amount of $584.00 were deposited into the escrow account on April 12, 2024 as a result of the *** being canceled. However, a letter dated March 4, 2024 was sent to you that advised there is still an insurance lapse on the account for the dates of October 6, 2022 through January 1, 2023. If you have evidence of insurance coverage between October 6, 2022 through January 1, 2023,please forward the information to us by mail at the following address:

Nationstar Mortgage LLC
Its Successors and/or Assigns
P.O. Box 7729
*********************-7729

As of the date of this letter, our records show a USAA Insurance policy with policy number 01443018980A, effective January 1, 2024 through January 1, 2025 and a premium in the amount of $1,793.57. We are unable to remove the escrow account at this time as requested in your correspondence because we have not received evidence of insurance for the lapse period of October 6, 2022 through January 1, 2023.

Insurance- Loan **********

Review of the account with loan number ********** determined that October 6, 2023, that the ****************** policy with policy number ********* was canceled according to your request. It was also confirmed on the same day via the ****************** website that the policy was canceled effective September 30, 2022.

We updated the account and canceled the insurance on the line of the escrow account. Therefore, a letter dated October 6, 2023 was sent to you with a request for evidence of insurance.The letter also advised you that because insurance is required on the property,we planned to buy insurance for the property if no proof of insurance was received. The letter provided information that you or your insurance agent could fax the policy to ************, update the coverage information online at www.mycoverageinfo.com/mrcooper, or e-mail the policy to *****************************************.

A second letter dated November 8, 2023 was sent to you as the second and final notice to provide us with proof of insurance. The letter also provided information that you or your insurance agent could fax the policy to ************, update the coverage information online at www.mycoverageinfo.com/mrcooper, or e-mail the policy to *****************************************.

As no proof of hazard insurance for the property was received by Mr. Cooper, a letter dated December 14, 2023 was sent to you with information that Mr. Cooper purchased a *********************** (***) policy on your behalf as allowed by the loan documents executed at loan closing and to protect the lenders interest in the property.The *** policy was effective October 6, 2022 through October 6, 2023, with an annual premium in the amount of $4,385.00. Therefore, funds in the amount of $4,385.00 were disbursed on December 12, 2023 for the insurance premium.

An *** renewal letter dated December 18, 2023 was sent to you with information about the *** being renewed, effective October 6, 2023. As no proof of hazard insurance for the property was still not received by Mr. Cooper, the *** was renewed and funds in the amount of $4,470.00 were disbursed on February 6, 2024 for the *** premium.

On February 22, 2024, a letter was sent to you with information that we received proof of insurance. At that time, the *** was canceled as of January 1, 2024, and the account was updated to show a USAA Insurance policy with policy number 01443018990A,effective January 1, 2024 through January 1, 2025 and a premium in the amount of $4,465.19. On the same day, a letter was sent to you that advised there is still an insurance lapse on the account for the dates of October 6, 2022 through January 1, 2023. If you have evidence of insurance coverage between October 6, 2022 through January 1, 2023, please forward the information to us by mail using the above referenced address.

Funds in the amount of $3,341.00 were deposited into the escrow account on February 26, 2024 and an additional deposit in the amount of $4,470.00 was received on the same day as a result of the *** being canceled. We are also unable to remove the escrow account from the loan at this time as requested in your correspondence because we have not received evidence of insurance for the period of October 6, 2022 through January 1, 2023.

Automated Phone System

We want to apologize for the frustration you may have recently experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. In the meantime, it may be helpful to know a few things about how our automated phone system works to help avoid these issues in the future.

Identity Verification For your security, our phone system requires you to verify your identity before it can fully serve you. To make this easy, it will automatically recognize you when youre calling from a number associated with your account. You can also verify your identity using other secure information, such as your social security number.

Just Ask Our automated phone system is designed to help you find what you need quickly, without waiting for an agent. To do this, it needs to know why youre calling. You can say things like, Make a payment, Get my statement, and other self-service items. While we realize that sometimes you may want to speak directly to an agent, our system will first need to know what you would like to speak to an agent about.

Fully Automated Features To make our systems more secure than ever, certain functions are now fully automated. Some common tasks, such as making a payment, can now be done entirely through our convenient, self-service tools, like our automated phone system or website. Our agents are no longer able to process most payments over the phone.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred as no proof of hazard insurance for the properties with loan numbers ********** and ********** was received by Mr. Cooper prior to the *** being purchased effective October 6, 2022 through October 6, 2023. The *** was canceled as of January 1, 2024 and the account was updated to show a USAA Insurance policy. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:

*** Renewal Letters (2)
Notice of Insurance Placement Letters (4)
Proof of Insurance Received Letters (3)
Request for Proof of Insurance Letters (4)
Transaction History (2)

If you have any questions, please contact our *************************** at ************ or via mail at ********** ************************************************************************************* Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mylakeviewloan.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

*******************
Mr. Cooper
Customer Relations Specialist
PO Box ******
****************-9741
E-mail: **********************************************

Enclosures 15
By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

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Texas Residents: COMPLAINTS REGARDING THE SERVICING OF A MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, ************************************************** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ************. A complaint form and instructions may be downloaded and printed from the Department's website located at www.sml.texas.gov or obtained from the department upon request by mail at the address above, by telephone at its toll-free consumer hotline listed above, or by email at **********************
Business response
05/09/2024
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