ComplaintsforMr. Cooper

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Payoff home loan. Requested payoff info. Received in the mail a letter with the total amount needed to payoff loan good through 4/15/2024. Our bank wired the said amount an 4/10/2024. Transaction was verified being received by Mr.Cooper. I assumed this payoff amount included the monthly payment for the month of April 2024. I have tried many, many times to contact Mr.Cooper and cannot reach a human to to verify transaction. Only recorded options that do not address my questions. Now my online account shows a negative balance amount minus my monthly payment but nothing has been applied!? At the same time the account is showing past due as of 4/17/2024! It has been year and years since I have made a past due payment and I do not want to tarnish my credit score. On 4/15/2024 I received an updated payoff letter in the mail with a increased total amount that expired the same I received this letter 4/15/2024. Still cannot "talk" to a human at that company. Please Help. Thank You.

  Customer response

  04/19/2024

   I have been contacted by Mr. Cooper Mortgage ** and they have completed all matters in this complaint to our satisfaction. 

  No further action need to be taken and this case can be closed.

  Thank you for all the help in this matter.

  Business response

  04/29/2024

  Dear ******************************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence via the Better Business Bureau (BBB) on April 16, 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.
  
  Mr. Cooper strives to provide excellent customer service, and we sincerely apologize for the difficulties you experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. 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.
  
  Again, we apologize for the frustration you experienced. Your input will help us continue to improve,and I have already passed your feedback on to our user experience team.
  
  Our records indicate that on March 29, 2024, Mr. Cooper issued the enclosed Payoff Quote, indicating a total amount due of $25,465.35, valid through April 15, 2024. On April 8, 2024,Mr. Cooper disbursed a hazard insurance premium in the amount of $5,626.00. At the time of disbursement, the escrow account balance was $4,608.12, and therefore, the remaining $1,017.88 was advanced. ******* creating an escrow advance balance for the same amount.
  
  On April 11, 2024, Mr.Cooper received shortfall payoff funds in the amount of $25,465.35, and the funds were applied to the suspense (unapplied) balance. On April 12, 2024, Mr.Cooper issued a second (2nd) Payoff Quote, indicating a total amount due of $1,029.81, valid through April 18, 2024. On April 15, 2024, and April 16, 2024, a Mr. Cooper representative made two (2) outbound call attempts to contact you regarding the remaining funds required to complete the payoff;however, their attempts were unsuccessful. On April 17, 2024, you spoke with a Mr. Cooper representative and were informed of such. During the call, you remitted a payment in the amount of $1,029.81 (confirmation no. **********) and the funds were combined with the $25,465.35 received on April 11, 2024, and the loan was paid in full.
  
  It is our position that Mr. Cooper has adhered to all applicable guidelines and regulations as it pertained to the servicing of the loan account, and we respectfully refute any allegations that imply otherwise.
  
  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. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  
  Payoff Quotes (2)
  Payoff Acknowledgement Letter
  Payment History
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our *************************** at ************ or via mail at the address listed below. 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.mrcooper.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 us directly, using the information below.
  
  Sincerely,
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ****************-9741
  
  Enclosures 4
  By: BBB Portal

  Customer response

  05/03/2024

  I have reviewed the business response and accept this resolution. 

  I have been contacted by Mr. Cooper Mortgage ** and they have completed all matters in this complaint to our satisfaction. 
  
  No further action need to be taken and this case can be closed.
  
  Thank you for all the help in this matter.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a mortgage lender and our clients loans sometimes get transferred to Mr. Cooper. Client seek my assistance to help them speak to live agent. It is impossible to speak to a person. They are calculating property taxes the wrong way creating big escrow shortages which is causing big payment increases. Unsure if because they are using computer software where it is reading wrong information. It is frustrating that is not possible to speak to a live agent to try to resolve the matter. They need to work on their phone service to speak to an agent for matters that need a live agent. Also, be sure they do their property taxes calculation on escrow accounts correctly.

  Business response

  04/23/2024

  Please see the attached response and enclosures 

  Customer response

  04/23/2024

  I am rejecting this response because:   It doesn't guide how can I communicate with a live person when neither of your options can help me clarify the scenario? I was on the phone for 30 minutes and neither of your phone options could help me clarify my answer and your automatic machine would never give me option to speak to an agent.  Only a live agent can help with situations that are not common from the menu option. I have heard from other people they encounter the same situation when trying to get further clarifications on escrow analysis. An automated machine will not be able to clear information. 

  Business response

  04/29/2024

  Please see attached Response and enclosure

  Customer response

  04/30/2024

  I am rejecting this response because:   
  

  I would like a phone number to a live agent that can assist. Your automatic machine doesnt transfer to someone even after identifying. Spent 30 minutes on the phone and machine wont transfer to someone 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr. Cooper took over servicing my home loan, including the associated escrow account. My escrow account with ********************** was billed twice (March 2023 and July 2023) in the amount of $1333.15 for the same homeowners insurance payment . Only one of these was processed by my insurance company. I have been trying to receive a refund from Mr. Cooper for one of these payments for approximately a year now, with no measurable progress. See attachment for details about my attempts to resolve the issue.

  Business response

  04/26/2024

  ******************** **********;                                                                             April 26, 2024
  9775 *************************************
  
  ACCOUNT INFO
  LOAN NUMBER: 0690368667
  REFERENCE NUMBER: 0009149427
  BBB CASE NUMBER: 21575376
  PROPERTY ADDRESS:
  *****************
  **********************
  
  MORTGAGORS:
  ******************************
  Enrirose **************
  
   
  ******,** 95020-9627                                                                      
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear ******************************:
  
  Thank you for reaching out to us.
  
  We received your correspondence from the Better Business Bureau (BBB) on April 15, 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.
  
  Homeowners ********* Payment
  
  After review, we found that we attempted to obtain an insurance renewal policy from ******************** on February 16, 2023, but the attempt was unsuccessful. A Mr. Cooper agent also called ******************** on February 20, 2023, and was advised by a representative that the policy was cancelled on February 26, 2022, due to non-payment.
  
  A letter dated March 13,2023, was previously sent to you with information that we did not have evidence of insurance for the property at that time. It was encouraged that we receive your evidence of insurance because insurance is required for the property, and we plan on buying insurance on your behalf.
  
  On March 24, 2023, we received a reinstated ******************** insurance policy with policy number OX5858473, effective February 26, 2022, through February 26, 2023. The homeowners insurance information was updated and funds in the amount of $1,333.15,on check number *******, were disbursed on March 31, 2023 for the insurance premium.
  
  You spoke with a Mr.Cooper agent on May 31, 2023, regarding the status of the insurance payment.The agent advised you that the check with check number ******* in the amount of $1,333.15 that was disbursed on March 31, 2023 cleared as of April 25, 2023.
  
  On June 15, 2023, you called and spoke with a Mr. Cooper agent. During the conversation, you advised that ******************** sent you a refund of the insurance premium. You requested that Mr. Cooper reissue the insurance premium payment.
  
  During a conversation you had with a Mr. Cooper agent on July 14, 2023, the agent attempted to contact ********************, but the call was unsuccessful. It was discussed during the conversation that the funds were refunded due to a missing page of the ******************** policy.  
  
  A Mr. Cooper agent contacted ******************** on July 14, 2023, and spoke with a representative about the documents needed for the policy. The agent contacted you on the same day and advised you of the conversation with a ******************** representative and the process of us receiving the refund check and getting the insurance policy paid following receipt of the check from ********************
  
  The check was received on July 17, 2023, and funds in the amount of $1,333.15 were disbursed on the same day for the insurance premium. You spoke with a Mr. Cooper agent on July 25,2023, and requested information regarding the payment in the amount of $1,333.15 that was disbursed on July 17, 2023. The agent advised you with the check number of ******* and the date the funds were disbursed.
  
  You spoke with a Mr.Cooper agent on August 30, 2023, and stated that one of the insurance payments made to ******************** should be refunded. The agent advised you of the refund of the funds in the amount of $1,333.15 that were disbursed on March 31,2023. The agent also contacted ******************** and spoke with a representative who advised you that the initial payment that we sent to them was not applied to your homeowners insurance premium due and only one payment for $1,333.15 was accepted.
  
  On October 31, 2023, you called and spoke with a Mr. Cooper agent regarding a refund for the payment of $1,333.15 that we made to ******************** on March 31, 2023. The agent contacted ******************** and spoke with a representative and requested documentation showing the bulk payment refund. The representative advised that the documentation showing the refund would be sent to Mr. Cooper.
  
  During a conversation you had with a Mr. Cooper agent on December 14, 2023, you inquired about the refund of $1,333.15. The agent advised you that a bulk check refund in the amount of $14,164.30 was received, then funds in the amount of $1,333.15 that were disbursed on July 17, 2023. The agent also advised you that there were no further refunds received from the insurance company.
  
  You spoke with a Mr.Cooper agent on December 20, 2023, and inquired about the status of the refund.During the call, you requested to speak with a **************** Manager. However,the call was disconnected while the agent placed you on hold. On the same day, you spoke with a different agent regarding the insurance payment refund you stated was due to you. The agent contacted ******************** and spoke with a representative who advised that no refund information was available at that time.
  
  Our records show that funds in the amount of $1,446.15 were disbursed on February 6, 2024, for the hazard insurance. The funds were sent for the ******************** insurance policy premium due by February 26, 2024.
  
  You spoke with a Mr.Cooper agent on February 21, 2024, and requested to speak with a **************** Manager. An ******************** Manager contacted the insurance company during your conversation and was advised by a representative that we would need to call at a later date for information regarding the refund as well as advised you that they would follow up with you on the following day. Further review determined that no follow-up call was made to you on the following day. We recognize that excellent customer service is the key to our continued success,and we apologize that no follow-up call was completed to you. We assure you that senior management is aware of your experience, and we view your feedback as an opportunity to evaluate and improve the service we provide to all customers.
  
  It is important to note that any refund due for the account would be processed by the insurance company. You spoke with a Mr. Cooper ******************** agent on April 10, 2024, regarding the refund that you state is due to you. The agent advised you that an ******************** Manager was working with ******************** to determine if you are owed a refund. As of the date of this letter, we have not received a response from the insurance company regarding the refund inquiry.
  
  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 we did not have evidence of insurance for the property prior to the expiration of the prior insurance policy period. We received a reinstated ******************** insurance policy on March 24, 2023, and funds in the amount of $1,335.15 were disbursed on March 31, 2023. On June 15, 2023, you called and spoke with a Mr. Cooper agent. During the conversation, you advised that ******************** sent you a refund of the insurance premium. You requested that Mr. Cooper reissue the insurance premium payment. As of the date of this letter, we have not received a response from the insurance company regarding the refund inquiry. You have the right to access the documents we used in this investigation, and we have enclosed them. The documents are:
  
  Proof of ********* Letter
  Transaction History
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our **************** Department 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 *****
  **************************
  Phone: ************
  E-mail:**********************************************
  
  Enclosures 2
  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
  

  Customer response

  04/30/2024

  I am rejecting this response because:   

  1) My home-owners insurance for 2023 was supposed to be one payment in the amount of $1333.15.
  

  2) There were two payments out of my Mr ********************** escrow account in 2023 in the amount of $1333.15 for this insurance.
  

  3) I can see no evidence that either of these two payments was ever refunded to my escrow account.  If it was, I cannot see it on the Mr ********************** website and have not received any confirmation from Mr ********************** that it was.

  See attachment which shows my comments embedded in the Mr ********************** PDF letter.

  Business response

  05/08/2024

  ******************** **********;                                                                             May 8, 2024
  9775 *************************************
  
  ACCOUNT INFO
  LOAN NUMBER: 0690368667
  REFERENCE NUMBER: 0009297415
  BBB CASE NUMBER: 21575376
  PROPERTY ADDRESS:
  *****************
  **********************
  
  MORTGAGORS:
  ******************************
  Enrirose **************
  
   
  ******,** 95020-9627                                                                      
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear ******************************:
  
  Thank you for reaching out to us.
  
  We received your correspondence from the Better Business Bureau (BBB) on April 30, 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.
  
  Homeowners ********* Payment
  
  Under the *********** Settlement Procedures Act (RESPA) and Regulation X, we are not required to respond to requests for information that are duplicative and substantially the same as previous requests. Your second and most recent request received on April 30, 2024, seeks substantially the same information as the previous correspondence. In the prior correspondence, you referenced your escrow account being billed twice in the amount of $1,333.15 and requested a refund of one of the payments. Because you seek information substantially similar to information previously requested, for which we provided a response, we are not required to respond to duplicative information requests a second time.
  
  As stated in the prior correspondence dated April 26, 2024, that was previously sent to you through the Better Business Bureau (BBB) portal, any refund due for the account would be processed by the insurance company. You spoke with a Mr. Cooper ********* Department agent on April 10, 2024, regarding the refund that you state is due to you. The agent advised you that an ********* Department Manager was working with Safeco ********* Co. to determine if you are owed a refund. We contacted Safeco ********* on May 8, 2024, and spoke with a representative about any refund due to you. The representative advised us that after review, they determined that no refund was due for the year 2023 and the policy was paid.
  
  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 we are not required to respond to requests for information that are duplicative and substantially the same as previous requests. Additionally, we contacted Safeco ********* on May 8, 2024, and were advised by a representative that no insurance refund is due to you for the year 2023. You have the right to access the documents we used in this investigation, and we have enclosed them. The documents are:
  
  Prior BBB Letter
  Prior Enclosures (2)
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  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.  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
  
  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
  

  Customer response

  05/13/2024

  I am rejecting this response because:   

  The responses from Mr. Cooper are not answering the basic question.  I owed one yearly payment of $1333.15 to Safeco for my homeowner's insurance.  So, how can there be two payments in this amount taken out of my escrow account, and neither of these ever being put back into my escrow account?

  The letter from Mr. Cooper, dated 4/26/24, stated the following:

  1) "During the conversation, you advised that ******************** sent you a refund of the insurance premium."

  My response: This is absolutely NOT true.  I have never received a refund from Safeco, nor have I told Mr. Cooper that I did.  I informed the Mr. Cooper agent that ****** stated that they refunded the ~$14K to Mr. Cooper, because they did not have enough info to allocate it to any specific insurance policies.  ****** stated that some of the allocation info was missing in the correspondence from Mr. Cooper, so they returned that amount to Mr. Cooper.  Safeco cannot refund the $1333.15 to me for the same reason that they could not allocate it - they cannot confirm that it was meant for my account.  Only **********************, who was responsible for the incomplete documentation associated with the ~$90K bulk check, could know that part of that money belongs to me.  So, the idea of Safeco refunding the money directly to me is ridiculous. 

  2) "During a conversation you had with a Mr. Cooper agent on December 14, 2023.... The agent advised you that a bulk check refund in the amount of $14,164.30 was received, then funds in the amount of $1,333.15 were dispersed on July 17, 2023."
  

  My response: If Mr. Cooper received the ~$14K refund check from Safeco, why was my portion of that ($1333.15) never reimbursed to my escrow account?  The letter makes it sound as though the second payment issued to Safeco came out of these returned funds, but the reality is that they came out of my escrow account a second time.  Please check the records.  There are two payments in the amount of $1333.15 that left my escrow account in 2023, and neither of these went back in.  I only owed one payment to Safeco, so one of these should have been refunded to me.  If Mr. Cooper received the ~$14K refund check from Safeco, then it is Mr. Cooper who owes me the refund.

  I would very much like to speak to someone directly.  So far, your letters only provide the general customer service number, which I have been trying to work with for many months now, with no success and no measurable progress.  A more direct point of contact with someone familiar with this investigation would be greatly appreciated.

  Sincerely,

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

   

   

• Initial Complaint

  04/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a loan with Mr ********************** subsidiary Lakeview Loans. They offered a COVID Hardship relief option last year where I could pause my loan for 6 month. After the pause, I was told that they would just tack on the 6 months onto the end of my loan along with the payments missed during the 6 months. So when they restarted my loan, they did add the 6 months onto the end of my loan along with the money, but they also took out a lien on my property for the amount of the 6 months. I didn't know they did this until this past week when I went to refinance my loan. My local refinance company said that they found that Mr ********************** had taken out this lien against my property. That definitely can't be legal to do both like they did.

  Business response

  04/26/2024

  
  **************** Noble                                                                                 April 26, 2024
  2020 *************
  
  ACCOUNT INFO
  LOAN NUMBER: 685237414
  CASE NUMBER: 0009149413
  REFERENCE:  21572576
  PROPERTY ADDRESS:
  *************************************************************************
  
  MORTGAGOR:
  ******************************
   
  *********,** 73065                                                                         
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear **************************:
  
  Thank you for reaching out to **.
  
  We received your concerns you submitted to the Better Business Bureau (BBB) on April 15, 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.
  
  Loan Modification
  
  In your correspondence you state that you have a loan with Nationstar Mortgage LLC, D.B.A, Mr. Cooper subservicer for Lakeview Loan Servicing, LLC, (Mr.Cooper) and you were offered a COVID-19 Pandemic Forbearance plan for six months. You explain that after the forbearance you were advised the months would be added to the end of your loan. You explain the six months were added to the end of your loan but a lien was added to your loan. You explain you were unaware a lien was added until you tried to refinance your loan. You explain you were told a lien was taken out against your property. You express your concerns and advise that must be illegal. You request the lien be removed to allow you to refinance.
  
  After reviewing your account, we found that on September 26, 2022, we received an application for loss mitigation options via the website. A Pandemic Forbearance Plan was approved and set up.
  
  On September 27, 2022, a Pandemic Forbearance Plan was mailed to you. The letter notified you that starting with the October 1, 2022 payment, the monthly mortgage payment of $1,260.03 would be paused and they would not need to make a payment for 3 months.
  
  The same day, the Single Point of Contact (****) called you to complete an Introductory Call; however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message.
  
  On October 6, 2022, you called in with questions about a letter that you had received and questions about the forbearance plan; and were immediately connected to a Loss Mitigation agent for further assistance. The agent advised you that since you were on the forbearance plan, you were not required to make payments, but you could if you wanted to. You stated you had set up the pandemic forbearance plan on the website and he was concerned that his payment was not being added, now understood that the funds will be held in unapplied funds.
  
  Please note any payment amount that is not the full contractual payment amount will be held in unapplied funds until a full payment amount is reached, and the previous agent should have advised of that.
  
  On October 18, 2022 and October 25, 2022, the **** called you to follow up regarding the status of the account; however, the call attempts were unsuccessful due to an answering machine being reached with no option to leave messages.
  
  On November 11, 2022, you called to extend the forbearance plan for 3 months. You were advised that the plan could not be extended at that time due to time remaining on the forbearance. You were advised that you would be able to request an extension closer to December 2022. You understood with no further questions.
  
  Our records reflect between the dates of November 17, 2022 and November 23, 2022 we called you to follow up regarding the status of the account based on ****************** guidelines; however, the call attempts were unsuccessful due to an answering machine being reached with no option to leave messages. The account shows on November 29, 2022, and December 2, 2022 when we called you the attempts were unsuccessful due to an answering machine being reached; therefore, messages were left with a request to call Mr. Cooper.
  
  On December 2, 2022, you called us back after receiving a call from Mr. Cooper to discuss the forbearance plan. Per your request for an extension, the Pandemic Forbearance Plan was extended for 3 months for the months of October 2022 to December 2022.
  
  On December 03, 2022, the Pandemic Forbearance plan extension letter was sent.
  
  On December 10, 2022, the new **** called you to complete an Introductory Call;however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message.
  
  On February 14, 2023, we called you to advise you of the status of the account. You stated that the hardship was resolved and participated in the post pandemic questionnaire. The agent provided the required disclosures and went over the potential available post solutions for the pandemic forbearance. The agent advised that the account was eligible for Mortgage Recovery Advance (MRA). You requested to move forward with the full application. The request was submitted,and it was confirmed that the customer had no further questions.
  
  On February 16, 2023, a Financial Solicitation of Borrower was sent via email to the address on file.
  
  On February 17, 2023, we received an application for loss mitigation options via the website.
  
  The same day you called in to discuss the forbearance plan ending and a workout solution. You were advised that the account was eligible for MRA and that you were required to complete and return a full complete application along with supporting income documentation. Later this day, a **** request was completed.Per request a Disaster Partial Claim evaluation case was opened for review.
  
  On March 2, 2023, We called you to advise of the status of the account; however,the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message. Later this day, Modification documents were received and uploaded to the account for review.
  
  Later this same day, you called back and stated documents had been submitted for the modification. You were informed that the documents had been received and were pending review. You informed us that you looked into the ************************* (HAF) web address and needed proof that you were in the pandemic forbearance plan. Per request, a copy of the Repayment plan letter and forbearance extension along with a statement was sent via email to the address on file.
  
  On March 4, 2023, a review was completed. A Missing Documents letter was sent to you indicating the Current award letter for fixed income that shows the amount,frequency, and duration of the benefit income was not received and requested that you return the document by April 3, 2023.
  
  On March 6, 2023, we called you to advise of the status of the account; however,the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message.
  
  On March 8, 2023, you called about the missing documents. The representative went over the information and advised us of what information was needed to proceed with the review. Later this day, you called inbound; however, the call was disconnected.
  
  On March 13, 2023, you called in stating you were returning a call. You were advised of the missing documents still needed to proceed with the review process. You informed us that you had mailed the Letter of Explanation (***) to us last week so it should be here soon. Later that day, we called you via the dialer. The call was disconnected.
  
  On March 14, 2023, Modification documents were received and uploaded to the account for review.
  
  On March 16, 2023, The Modification Team updated the account to reflect as Non delegated submitted for approval.  We uploaded the executed Modification Agreement to close out the previous GLS case so that a new case can be created for the new workout plan. A review was completed on March 17, 2023. It was determined that documents were needed to proceed with the review.
  
  On March 17, 2023, we called and spoke to you. We advised that an *** was needed and that you were an employee not receiving any fixed income since you wrote gross income in taxable & non-taxable. You were advised that your loan was in the process to be reviewed for a Partial Claim. You stated the intention to send in the requested letter today. Additionally, you advised that you had also submitted an application for HAF.
  
  On March 17, 2023, The Modification Team updated the account to reflect that the Disaster Modification was approved, and that the data was sent to prepare the final documents.
  
  On March 21, 2023, Modification documents in the form of the *** were received and uploaded to the account for review.
  
  We made attempts to contact you on March 21, 2023, and On March 22, 2023; however,the call attempts were unsuccessful due to an answering machine being reached with no option to leave messages.
  
  Later on, March 22, 2023, we called and spoke to you and advised you of the missing documents. You stated that the documents had already been sent in. The account shows that a **** Escalation Request was submitted stating that Missing docs had been received and needed review. The same day, Mr. Cooper Modification Related Documents were received.
  
  Later this day, The Modification Team updated the account to reflect the Official Final Documents sent to you.
  
  On March 23, 2023, A review was completed, and it was determined that missing documents were still needed to proceed with the review process.
  
  On March 24, 2023, A Missing docs letter was sent to you stating Proof of Occupancy/ Luxury Bill not received and providing and reflecting a deadline of April 23, 2023.
  
  Later that day, a review was completed. It was determined that the Financial Package was Incomplete. Updated Proof of Occupancy to verify current occupancy. Proof may be bank statements, luxury bills such as -credit card, cable bill,television bill, bank statement, internet bill etc. Utility bills are not accepted as proof of occupancy. The same day the *********************** updated the account to reflect that the Executed Partial Claim Agreement was received.
  
  On March 27, 2023- The *********************** updated the account to reflect that the Partial Claim document was received. The same day, we called the customer to follow up regarding the status of the account; however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message.
  
  On March 28, 2023, the Modification Team updated the account stating the Stand Alone partial claim was submitted to booking, Additionally, the account showed a debit transaction in the amount of $8,305.25 for the Partial Claim. Later this same day, the Modification Team updated the account to reflect that the Partial Claim was booked. The same day the **** called you to advise you of the status of the account; however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message. Later this day, the Modification Team updated the account to show that the Subordinate Note was sent to ************************* (HUD).
  
  On March 29, 2023, a review of the traditional modification was completed. It was determined that documents were needed to proceed with the review. A Missing Documents letter sent to you stating an update was needed for the Proof of Occupancy/ Luxury Bill with a deadline of April 28, 2023. Later this day, we received multiple transmissions of modification documents for review.
  
  On March 30, 2023, a Missing Document letter was sent advising of the documents needed to proceed with the review process.
  
  On March 31, 2023, the **** called you to advise of the status of the account;however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message.
  
  On April 1, 2023, the account was reviewed by the ****************** USDA claim was filed in the amount of $8,305.25.
  
  On April 3, 2023, The Modification Team updated the account to reflect that the Forbearance Plan workout was closed. The same day, a review was completed. It was determined that missing documents were needed to proceed with the review.
  
  On April 4, 2023, a Missing Document letter was sent to you detailing the documents needed to proceed with the review. The same day the Modification Team updated the account to reflect that the Sub mortgage was sent for recording. Later this day, the Modification documents were received and uploaded to the account for review.
  
  On the same day, you called in and stated that he had been submitting the same documents multiple times for a luxury bill. You were informed that a request was submitted to the Modification Team for review of the luxury bill for OEC Fiber which was submitted on March 29, 2023 and an HOA statement.
  
  On April 6, 2023, a review was completed. A Missing document letter was sent to you. 
  
  On April 7, 2023, you contacted us via the Chat feature and asked what a current award letter was. We replied and advised you that it was a document you would get from your job similar to a retirement letter showing you are able to provide 2 months statements showing deposited fixed income. You expressed you were frustrated with the modification process. The same day you called in to check the status of the missing documents. You were advised that no additional documents were needed to date. You asked if we could send the documents that are needed without all the extra wording. You expressed concerns being asked for the same documents and requested to speak to a manager.  A case was opened detailing your concerns for review.
  
  On April 10, 2023, a manager called you back; however, the call attempt was unsuccessful due to an answering machine being reached with no option to leave a message. The manager noted on the account that the evaluation case shows that the review is in process and is still missing documents. The latest award letter for the benefit income or bank statements showing the deposits was needed because the award letter received does not match the amounts listed on the paystub.
  
  On April 11, 2023, a Missing Documents letter was sent to you. The same day the Modification team updated the account to reflect that the partial claim was received from recording.  The Subordinate mortgage was recorded.
  
  On April 10, 2023, the Modification Team entered notes stating Recorded Partial Claim was shipped.
  
  On April 12, 2023, you called in about the loan modification. You stated that you felt like you keep getting the run around regarding missing documents. You were informed of what Underwriting needed. You stated that the *** was already sent in. You were advised that the *** was on file and requested to escalate the request. The agent called the Escalation Team and the first agent advised to put in an escalation request to the Modification Team; however, the agent was advised by a manager to connect the call to the Escalation Team for further assistance.
  
  The Escalation agent advised you that the disaster partial claim was just completed and the next payment due is May 1, 2023. You were further advised that you did not need to reapply for the modification since we just completed one to bring the loan current. You stated that you were not aware of the Partial Claim nor did the previous representative tell you any of this when asked.   It is important to note, you received, and executed the Partial Claim Agreement.
  
  On April 12, 2023, the Modification Team updated the account to reflect that a **** Escalation Request Submitted for evaluation case rejection to close out the Standard Modification.  
  
  On April 13, 2023, the Modification Team updated the account to reflect that the evaluation case for the Standard Modification was rejected and closed.
  
  On April 27, 2023, an independent Modification Review was completed and rejected.It was noted that you did not want the modification. A Modification Letter dated April 28, 2023 was sent to you.
  
  On April 19, 2024, a Customer Relations representative emailed you and explained to you the Partial Claim was processed to bring your loan current after the Pandemic Forbearance. You responded and advised the explanation did not advise why six months were added to the end of your loan. The representative advised you of the junior lien added as a result of the Partial Claim.
  
  You have successfully made the payments from May 2023 to April 2024 and the loan is currently due for the May 2024 payment of $1,294.71. Please keep in mind that we cannot negotiate the terms of the modification because Mr. Cooper must adhere by Government and investor guidelines. As such, we must respectfully decline your request to remove the lien. 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 Partial Claim agreement was properly reviewed, executed and processed to bring your loan current. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  Note
  Recorded Subordinate Mortgage
  Extended Loan Modification Agreement
  Transaction History
  Modification 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 5
  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
  
  

  Customer response

  04/26/2024

  I am rejecting this response because:   You have admitted that your team messed up and yet don't care to take the responsibility for that mistake. That mistake has needlessly cost me time and problems getting a refinancing done because of your team's intentional s**** up. Admitting your mistake and submitting documents proving your mistake is why we are here where we are. I want you to take responsibility for your team's intentional s**** up and do more than just say yes we screwed up but sorry we don't take any accountability for it. Your team opened two responses after I only requested the exact same one as the first one. At no time did anyone on your side fix that s**** up because all you cared about was the double dipping that puts more money in your pockets.

  Business response

  05/03/2024

  
  **************** Noble                                                                                                              May 3, 2024
  2020 Concord Drive   
  
  ACCOUNT INFO
  LOAN NUMBER: 0685237414
  BBB Case Number: 21572576
  CASE NUMBER: 0009288173
  PROPERTY ADDRESS:
  *******************************
  ********************
  
  MORTGAGORS:
  **************** Noble 
  *********,** 73065                                                                                                     
  
  
  
  
  
  
  
  
  
  
  
  
  Dear **************************:
  
  Thank you for reaching out to us.
  
  We received your concerns you submitted Better Business Bureau (BBB) on April 26, 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.
  
  Forbearance Plan
  
  In your correspondence,you stated you are rejecting our previous response because we have admitted to a mistake and we are not taking responsibility for the issue. You state that the mistake has cost you time and problems obtaining a refinance. You express your concerns and state the agent set up two plans simultaneously without informing you. When you were alerted about this issue, the agent did the opposite of what you requested, which led to your dispute of the Partial Claim.
  
  After reviewing your account, we found that we previously responded to your concerns regarding the loss mitigation review process. A letter dated April 26, 2024, was issued, and sent via email and mail to the address on file. We detailed the review process and advised that when we called you on February 14, 2024, you informed us that the financial hardship was resolved and participated in a post pandemic questionnaire. You were advised that the account was eligible for a Mortgage Recovery Advance (MRA) which did not require a full complete application. You stated you preferred to move forward with a full application for a Traditional Modification; therefore, per your request, an application for assistance was sent via email to the address on file. The record shows that we received your application for loss mitigation options for review via the website on February 17, 2023. The account shows that you participated in the review process for potential available Loss Mitigation options by submitting requested information as requested.
  
  We further advised when a review was completed by the Modification Team on March 16, 2023, it was determined that the account was eligible for a program and investor workout;and therefore, was submitted for approval. On March 17, 2023, we called you to advise you of the status of the review process. We informed you that while the results of your application determined missing documents were needed, we also advised that based on a review of the account, your loan was in the process of being reviewed for a Partial Claim. In our response letter, we clarified that we cannot negotiate the terms of a loss mitigation offer as we are required to adhere to program and investor guidelines.
  
  We further advised you it was determined that you were approved for a Standalone Partial Claim in the form of a Mortgage Recovery Advance (MRA) and the account showed your fully executed Partial Claim Agreement signed and dated March 23, 2023, was received on March 28, 2023 indicating your agreement and acceptance of the workout option. Therefore,the Partial Claim was completed on the account. Per the terms of the agreement,the outstanding past due balance would be placed into a new interest free junior lien payable to the United States of America acting through the ********************* called a MRA, and you will have an MRA lien against your property in addition to the lien that secured the first mortgage. We further advised that a review of your application for a Traditional modification was completed;however, the evaluation case was rejected and closed due to your acceptance of the Partial Claim.
  
  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 review process was properly handled. Additionally, we responded to your previous request on April 26, 2024.  You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Resolution Letter: April 26, 2024
  Recorded Subordinate Mortgage
  
  
  
  
  
  
  
  
  
  
  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
  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

  Customer response

  05/03/2024

  I am rejecting this response because:   You keep repeating the same claims without accepting any responsibility for your agent intentionally setting up two plans which was opposite of what I requested. Furthermore, I was incorrectly informed that the forms you sent to have me sign was to clear up that mistake and instead it was to rope me into a lien against my property which was never told to me at any point. On top of that, you claim: "Per the terms of the agreement, the outstanding past due balance would be placed into a new interest free junior lien " , but in fact you have charged me interest for that time period and have already added it onto my payoff amount that was sent to my refinance company. It appears that you guys seem to be pros at never taking responsibility for anything while lying to your customers and putting liens on their properties while claiming to be helping them for COVID relief. I don't believe you will ever stop repeating the same nonsense and so I don't intend on letting the BBB close this without making sure that anyone thinking about letting you be their loan company thinks twice about it before it is too late like me. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a loan that has been purchased by Mr. Cooper. My previous loan had been with ***** Fargo for 7 years. Im good with this purchase. Here I am now trying to change my online payment to start sending the money to Mr. Cooper and I have questions. I call the # and spend over a hour taking to some stupid computer that really cant tell me anything. I ask and ask for an attendant and cant get any help at all. If you are going to make these transactions then have someone available to speak to your customers. That in itself is ************************** I feel as if this is just another big company buying something and sticking it to the consumer. I wish I could damage the companys credit report like the company can do mine if I dont do all of Mr. Coopers work. Sad days to be an American.

  Business response

  04/18/2024

  Please find attached.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr. Cooper paid out an entirely different homeowners insurance policy out of our escrow account in the amount of $1,649. It has been over a month without resolution. They refuse to reimburse our escrow account until they have been refunded from the random insurance company that they paid out of our escrow. Mr. Cooper has confirmed that this was their error. We should be refunded immediately.They have mishandled trust funds and breached their fiduciary duties which is very much against the law, but still refuse to resolve it immediately. When you call Mr. Cooper, it is nearly impossible to get a representative on the phone as their automated system continues to loop. Once you are finally able to speak with a rep., they are completely unaware of the situation as it is clearly not noted on our file, you must explain and explain again before they understand what has occurred. They also have had a breach of our personal data since taking over our mortgage. We are very dissatisfied with Mr. Cooper and wish they had not bought out our mortgage.

  Business response

  04/25/2024

  Dear ****************************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence via the Better Business Bureau (BBB) on April 14, 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.
  
  Mr. Cooper strives to provide excellent customer service, and we sincerely apologize for the difficulties you experienced with our automated phone system. Please know that we are constantly improving our technology to create the best experience possible. 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.
  
  Again, we apologize for the frustration you experienced. Your input will help us continue to improve,and I have already passed your feedback on to our user experience team.
  
  ********************** acknowledges receipt of your correspondence and it was forwarded to our ******************** for review and handling. It was determined that on March 7, 2024, Mr. Cooper inadvertently disbursed an insurance premium in the amount of $1,649.00, which was associated with another loan. At the time of the disbursement, the escrow account balance was $659.12, and therefore, the remaining $989.88 was advanced.
  
  Our ******************** contacted ****** **************** Company (****** Mutual) and they confirmed that a refund check was issued on April 16, 2024, and sent via regular mail to the following:
  
  Mr. Cooper
  ISAOA/ATIMA
  P.O. Box 7729
  *********************-7729
  
  Additionally, ****** Mutual confirmed that the impending refund check includes your Mr. Cooper account number, so that the funds may be credited back to the escrow correctly.
  
  As of the date of this correspondence, we have not yet received the refund in question. Upon receipt and subsequent application of said refund, the escrow account will be reanalyzed, and the monthly payment will be adjusted accordingly. An updated Escrow Review Statement will be issued under separate cover.
  
  We apologize for any inconvenience and/or frustration this matter may have caused you and we thank you for bringing it to our attention.
  
  As of the date of this letter, the account is current and due for the May 1, 2024, installment.
  
  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 an error occurred on March 7, 2024, when Mr. Cooper inadvertently disbursed an insurance premium associated with another loan. The error was rectified on April 16, 2024, when ****** Mutual issued a refund via check, which is still pending receipt.  
  
  
  
  
  
  
  
  
  
  Our records indicate Federal Home Loan Mortgage Corporation is the current owner of the Note, and
  we have provided the address below:
  
  Federal Home Loan Mortgage Corporation
  **************************************************************************************************
  
  Please note that Mr.Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of the debt
  Foreclosure proceedings
  Payment adjustments
  
  Please direct any communication related to these matters to Mr. Cooper using the contact information below. Please note Federal Home Loan Mortgage Corporation will not be able to assist with any of these matters.
  
  If you have any questions, please contact our *************************** at ************ or via mail at the address listed below. 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.mrcooper.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 us directly, using the information below.
  
  Sincerely,
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  P.O. Box ******
  ****************-9741
  
  By: BBB Portal
  

  Customer response

  04/26/2024

  I am rejecting this response because:   We have yet to have our escrow account reimbursed, we will accept a response that confirms that our escrow has been refunded. I need to remind again that as of date, Mr. Cooper has mishandled trust funds and breached their fiduciary duty. This is against the law. Mr. Cooper should have refunded our escrow immediately once we brought their error to their attention and paid the other homeowners insurance out of their own funds. We should not have to wait for a refund. 

  Business response

  04/30/2024

  Dear ****************************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence via the Better Business Bureau (BBB) on April 26, 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.
  
  Our records indicate that we previously addressed your concerns regarding the impending insurance premium refund in our resolution letter dated April 25, 2024, which states the following:
  
  Mr. Cooper acknowledges receipt of your correspondence and it was forwarded to our ******************** for review and handling. It was determined that on March 7, 2024, Mr. Cooper inadvertently disbursed an insurance premium in the amount of $1,649.00, which was associated with another loan. At the time of the disbursement, the escrow account balance was $659.12, and therefore, the remaining $989.88 was advanced.
  
  Our ******************** contacted ****** **************** Company (****** Mutual) and they confirmed that a refund check was issued on April 16, 2024, and sent via regular mail to the following:
  
  Mr. Cooper
  ISAOA/ATIMA
  P.O. Box 7729
  *********************-7729
  
  Additionally, ****** Mutual confirmed that the impending refund check includes your Mr. Cooper account number, so that the funds may be credited back to the escrow correctly.
  
  Upon receipt and subsequent application of said refund, the escrow account will be reanalyzed,and the monthly payment will be adjusted accordingly. An updated Escrow Review Statement will be issued under separate cover.
  
  A copy of the aforementioned resolution letter was provided at the time of issuance via the BBB Portal, and therefore, has been omitted from this response.
  
  Mr. Cooper understands the imperativeness of having the above-referenced refund credited back to the escrow account in a timely manner. However, it is important to note that Mr. Cooper can neither attest to nor be held responsible for the business practices of the United ********************* ****** and the timeframe during which correspondence is delivered to us. As of the date of this correspondence, we are still not in receipt of the refund issued by ****** Mutual on April 16, 2024. On April 29,2024, you spoke with a Mr. Cooper representative and were informed of such.
  
  As of the date of this letter, the account is current and due for the May 1, 2024, installment.
  
  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 additional errors error occurred. You have the right to access the documents we used in this investigation, however, only our internal systems were used in this review.
  
  
  
  
  
  
  
  
  
  Our records indicate Federal Home Loan Mortgage Corporation is the current owner of the Note, and
  we have provided the address below:
  
  Federal Home Loan Mortgage Corporation
  *********************************************************************************************-3110
  
  Please note that Mr.Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of the debt
  Foreclosure proceedings
  Payment adjustments
  
  Please direct any communication related to these matters to Mr. Cooper using the contact information below. Please note Federal Home Loan Mortgage Corporation will not be able to assist with any of these matters.
  
  If you have any questions,please contact our *************************** at ************ or via mail at the address listed below. 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.mrcooper.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 us directly, using the information below.
  
  Sincerely,
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  P.O. Box ******
  ****************-9741
  
  By: BBB Portal 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Th end of October of 2023 ***** Fargo sold my mortgage to Mr. Cooper. It has been a nightmare ever since. I have never been late on a mortgage payment. I have never had any type of "fee" attached to my mortgage. I have ALWAYS paid up and OVER the amount due, and the extra to go towards the principal. Since November, it has been awful. After I FINALLY received the instructions on how to set up my online account, I have sense had 2 payment reversals and fees. Unless I paid these fees, I was not allowed to pay more on my mortgage.

  Business response

  04/17/2024

  Attached is Mr. Cooper's response. 

  Customer response

  04/17/2024

  I am rejecting this response because:   as the stop payment was made in NOVEMBER as per my banks advice....as stated in my email.  The check sat in limbo for over 2 weeks.  That is the ONLY time a stop payment was ever issued.  The other payments in question, I was told that my "account was keyed in incorrectly" and when I questioned this, the representative said there was NOTHING that can be done.  I asked..how could something be keyed in incorrectly when the system has all my account information saved, and the month before these reversed payments...the payment went through without any issues.  I have checked AGAIN with my bank to see if anything was submitted to my bank the beginning of this month, as I made my mortgage payment on the 2nd, and NOTHING was submitted.  After I sent this message to the BBB, I checked ****** reviews and I am NOT the only customer that was transferred from ***** Fargo to Mr. Cooper having the SAME issues.  I don't feel like I should have paid the fee for the November payment, but I could not make a payment up and over my outstanding mortgage payment without making that payment first.  This is a scam, 100%.  In a fail-proof automated system that takes your information and stores it, and all the customer has to do is click "pay now" essentially, yet, every other month there is an issue? 

  Business response

  04/24/2024

  Attached is Mr. Cooper's response. 

  Customer response

  04/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My mortgage was turned over to Mr. Cooper from United Wholesale Mortgage company without my knowledge or consent. I don't want to pay him/them any money as I'm concerned this is a scam. They also have my social security number. This transfer was said to have occurred on April 2nd, 2024. I've tried calling the *** today 4/12/2024 however, I can't get through to anyone.

  Business response

  04/26/2024

  ***********************;                                                                                                                      April 26, 2024
  215 Wellington Ct.       
  
  ACCOUNT INFO
  LOAN NUMBER: 0680963246
  REFERENCE NUMBER: 0009148762
  BBB CASE NUMBER: 21567333
  PROPERTY ADDRESS:
  **********************
  *****************
  
  *********:
  *****************************
   
  *******, ** 44057                                                                                                       
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear *************************:
  
  Thank you for reaching out to **.
  
  We received correspondence from the Better Business Bureau (BBB) on April 13, 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.
  
  Loan Servicing Transfer
  
  In your correspondence, you stated that your mortgage loan was turned over to Mr. Cooper from United Wholesale Mortgage (UWM) without your knowledge or consent. Review of the account determined that the loan servicing of your account transferred to Mr. Cooper,subservicer for ************* Servicing, LLC (Mr. Cooper) as of April 2, 2024.A letter dated March 15, 2024 was sent to you by UWM with the loan servicing transfer information and a letter dated April 11, 2024 was sent to you by Mr.Cooper with the details of the loan servicing transfer.
  
  Upon receipt of this correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them.As such, the above-mentioned loan account will continue to be serviced appropriate to its status. Mr. Cooper disputes the allegations regarding the loan service transfer referenced in your correspondence. Please see Section 19 of the enclosed Mortgage/Security Instrument executed at loan closing that allows for the sale of the Note and a change of the loan servicer. We respectfully decline your request to return the loan serving to UWM.
  
  Pursuant to the above referenced letter dated March 15, 2024, that was previously sent to you by UWM and the letter dated April 11, 2024 that was previously sent to you by Mr.Cooper, you can reach our *************************** at ************ as of April 2, 2024. UWM will not be able to assist you with inquiries regarding the current servicing of the loan.
  
  As of the date of this letter, the account is due for the May 1, 2024 monthly payment and does not reflect a late fee balance. Please note that for 60 days after the loan servicing transfer date, no late fees will be assessed to the account and no negative credit reporting sent to the credit reporting agencies. Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA), Mr. Cooper is required to report complete and accurate information to all credit bureaus. Mr. Cooper is also required to report accurate payment activity to the credit reporting agenciesbased on actual events. Our records do not show that we have reported the account in a negative manner to the credit reporting agencies. If you believe there is an error in what has been reported, please provide documentation, such as a copy of the credit report, that substantiates that any of theinformation reported by Mr. Cooper is incorrect. You may fax this information to our ******************* at *************, or send it by email to ******************************************** or by mail using the mailing address at the top of this letter.
  
  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 Mortgage/Security Instrument executed at loan closing allows for the sale of the Note and a change of the loan servicer. As required by the Mortgage/Security Instrument, a letter dated March 15, 2024 was sent to you by UWM with the loan servicing transfer information and a letter dated April 11, 2024 was sent to you by *************************** with the details of the loan servicing transfer. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  
  Mortgage/Security Instrument
  Transaction History
  UWM Transfer Letter
  Welcome Letter
  
  If you have any questions, your Dedicated Loan Specialist is ******************* and she can be reached 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.  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 4
  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
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mr. Cooper requested proof of home insurance coverage. I've made over 20 attempts to call multiple phone numbers, and I'm not able to get past the automated phone system so I can talk with a live person to get this resolved! It just gives me automated responses, and it is no help! I've been to their website many times to try the live chat but have the same result cause it's automated, not a live person! I've tried using their mycoverageinfo.com website, but their system doesn't recognize the loan number Mr. Cooper provided me! Mr ********************** mortgage company needs to have a live person call me so this can get resolved!

  Business response

  04/22/2024

  Please see the attached response and enclosures 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mortgage was transferred to Mr ********************** on 2/1 from another company in a buy out. Mr ********************** did not pay my first half taxes nor my insurance when they were due. I received a lapse notice from my insurer and contacted Mr ********************** and only then did they pay the insurance. My taxes were finally paid over 6 weeks late and incurred a 10% penalty that Mr ********************** tried to pass on to me. They also received a refund for said taxes from my previous mortgage company and still have not applied that back to my escrow. Lastly, they inputed our taxes at twice the amount due (how, I do not know) and tried to increase our escrow and monthly payment by over $600.

  Business response

  04/25/2024

  Please see attached

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