ComplaintsforMr. Cooper

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 5-7 months ago, my bank account showed timely mortgage payment transaction (usually around the due date), but my mortgage account with Mr Cooper did not post the transaction. I talked with both my PNC bank and Mr Cooper separately. Mr Cooper employee acknowledged that the check was received, but not cashed and posted in my account. He mentioned that I have no fault and it is their internal issue. He couldn't send or wasn't allowed to send an email to me which is very bad business practice. However, I continued my payment on time. I did not check my statement every month as I knew there was no issue. Recently, I checked and was surprised that I am due $4,700+ instead of $2,350. Cooper is charging overdue fees since March and changed due amount to $4,700 without any reason. Cooper lost my 5/28/2021 payment which could lead my account to non-payment status and hurt my credit history due to its negligence. I talked with an agent today who could not fix the accounting error.

  Business response

  12/07/2021

  Business Response /* (1000, 10, 2021/09/13) */ Dear ***** ****: Thank you for reaching out to us. Why am I receiving this letter? We received your letter on August 30, 2021, via the Better Business Bureau (BBB), and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found: Our records reflect that the account was affected by an electronic bill issue on April 26, 2021. Record show that the electronic bill was received as a paper check and never processed. We sincerely apologize for the error and for any inconvenience this may have caused. The error was corrected on May 28, 2021, and the account shows that the payment was successfully added to the account on May 28, 2021, with an effective date of April 26, 2021. The payment was applied as such $2,350.49 was applied towards the May 1, 2021, monthly payment and $150.51 was applied towards the principal balance. We regret if the representative you spoke with did not send you an email, however we show that the error was corrected, and the payment was successfully applied. Please note that there were no late fees assessed to the account during that time. The payment history does not reflect that fee were charged in March 2021 as well. There was a late fee assessed to the account on August 17, 2021, and that was due to the fact the August 1, 2021, payment was not received prior to August 15, 2021. The late fee assessed was $92.08. Mortgage payments for the above referenced account are due on the first day of each month. The payment is considered late on the second day of the month. Mr. Cooper may conduct courtesy calls as a reminder the payment is past due; however, in accordance with the terms of the Note, there is a 15-day grace period allotted to remit payments. If the payment is not received within the grace period, a late charge may be assessed to the account. The late fee was paid on August 31, 2021, when the August 1, 2021, was received. The payment of $2,350.49 was applied towards the August 1, 2021, monthly payment and $92.08 was applied towards the late fee and $58.43 was applied towards the principal balance. The Mortgage Loan Statement that you received was dated May 18, 2021, reflected that the amount due was $4,700.00, however this was prior to the May 1, 2021, being applied towards the account. Currently, we reflect that the account is current and contractually due for the September 1, 2021, monthly payment. We do not reflect the account has been reported negatively to the credit reporting agencies as there was a do not report code added to the account. Once this response is issued and the dispute is clear the code will be removed accordingly. 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, an error occurred on April 26, 2021, with the electronic payment not being successfully applied. The error was corrected, and the payment was successfully applied to the account on May 28, 2021. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are: Payment History Note Mortgage Loan Statement If you have any questions, please contact our Customer Service Department at XXX-XXX-XXXX or via mail at the address listed above. 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. Consumer Response /* (3000, 12, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to the Cooper's transaction records and response letter dated 9/13/2021, it is clear that Cooper lost one payment check dated 04/30/2021 that is intended to pay May due. In the second paragraph of response letter, "The error was corrected on May 28, 2021" indicates that Cooper recorded my June (due) Payment as May payment. Cooper's mistakes continued for the next few months. Typically, my payment is set to be paid at the end of each month. If Cooper manipulates account and record my transactions for previous month, I will have no way to know their tricks. So, after a few months, Cooper charges me a fee calling it a "late fee" which originated due to Cooper's lack of sincerity. I had attached my bill payment history from my bank with my first complain. It looks like Cooper did not bother to look at that one. I already paid my August and September due per my PNC bank bill payment history. My August payment was paid on July 30th, the transaction reference is CKF XXX-XXX-XXX. But, the third paragraph in Cooper's response indicates it was not received by August 15 and Cooper assessed a fee. It is obvious that they are posting my payment in the wrong month. According to the Cooper's transaction records and response letter dated 9/13/2021, it is clear that Cooper lost one payment check dated 04/30/2021 that is intended to pay May due. In the second paragraph of response letter, "The error was corrected on May 28, 2021" indicates that Cooper recorded my June (due) Payment as May payment. Cooper's mistakes continued for the next few months. Typically, my payment is set to be paid at the end of each month. If Cooper manipulates account and record my transactions for previous month, I will have no way to know their tricks. So, after a few months, Cooper charges me a fee calling it a "late fee" which originated due to Cooper's lack of sincerity. I had attached my bill payment history from my bank with my first complain. It looks like Cooper did not bother to look at that one. I attached again. I already paid my August and September due per my PNC bank bill payment history. My August payment was paid on July 30th, the transaction reference is CKF XXX-XXX-XXX. But, the third paragraph in Cooper's response indicates it was not received by August 15 and Cooper assessed a fee. It is obvious that they are posting my payment in the wrong month. In order to resolve this issue, Cooper has to credit all fees back to my account toward the principal and I can make another payment to catch up Cooper's lost check payment and bring the account up to date. I am wasting my personal time for Cooper's mistakes. I wish there was a penalty fee for Mortgage companies like Cooper to compensate homeowner's distressed times caused by them. I am available to discuss over the phone. I already called the issuer of Cooper's response and left a VM. This issue could have been resolved if this person would have been available in the beginning. Regards ***** **** Business Response /* (4000, 14, 2021/09/26) */ Please see attachments. Consumer Response /* (4200, 16, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It seems that Mr. Cooper is operated with unqualified professionals. Mr. Cooper's response to my phone call (4-5 months back) assured me that it is not my fault. A few weeks ago, Mr. Cooper's first response letter agreed that the check was not processed which means it was lost. Now, the company is asking me to work with my bank and find if it was issued. Mr. Cooper is agreeing that there was a bill pay issue on May 11, 2011. My payment from the bank was not accepted and it is clear that Mr. Cooper worked it out with my bank. After all of these, Mr. Cooper did not fill me in what was going on internally. Now, Mr. Cooper wants me to find out from my bank. Is it called professionalism? Should a client be expecting to cover up Mr. Cooper's bill pay technical problems? Mr. Cooper did not even address the solution to the unwanted late fees that were charged in my account due to the situation arisen from Mr. Cooper's problems and broken systems. The question is why I would be paying the late fees for their problems. This is shame for a company. My suggestion to resolve this is very simple. Recently, I paid the amount that was missed (or lost check) due to Mr. Cooper's system malfunction or technical issues. Another late fee has been assessed this month while we are trying to resolve this issue. I request credit of the late fees that were generated due to Mr. Cooper's inability to communicate with me on time. I shall not be paying for their problems. I will work out with PNC bank to cancel the check if it were issued and lost somewhere in the world. Regards ***** ****

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a forbearance with Mr. Cooper due to Covid 19. After forbearance, with a VA backed loan, Mr. Cooper is supposed to offer me the Covid 19 Modification Program. They are not offering me the program and are refusing to provide me with affordable assistance for after forbearance options with a VA backed loan. They are only offering me their program which is the VA Disaster Program which is not as beneficial as the Covid 19 Modification Program.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/09/01) */ Dear ******* *******: Thank you for reaching out to us. Why am I receiving this letter? We received your letter on August 25, 2021 through the Better Business Bureau (BBB), and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found: We show that the account has been in the Pandemic Forbearance Plan since April 1, 2020. The plan is set to expire September 30, 2021. We understand that once the Pandemic Forbearance Plan ends you want to be reviewed for the Covid 19 Modification and not for Veteran Affairs (VA) Disaster Modification programs. However, Mr. Cooper has multiple options available, depending on the customer's unique situation. At the end of the forbearance plan, we will work with you on payment assistance options pursuant to the options available by the owner of the loan. 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: Forbearance Letters (6) If you have any questions, your Dedicated Loan Specialist is Monica Hargrove and can be reached at 903.686.2822 or via mail at the address listed above. 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.mrcooper.com for more information. For general questions, please reach out to our Loss Mitigation Department. Our hours of operation are Monday through Thursday, 7:00 a.m. to 8:00 p.m. Central, Friday, 7:00 a.m. to 7:00 p.m. Central, Saturday, 8:00 a.m. to 12:00 p.m. Central. Toll-free Number: 1.866.316.2432. Visit us on the web at www.mrcooper.com for more information Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was very clear about the plan I would like after forbearance. I would like the Covid 19 Modification Plan, which Mr. Coopers website does not offer when it prompts you to opt out of forbearance. Accordingly, my question still remains the same and unanswered, is Mr. Cooper offering the Covid 19 Modification Plan to me? As for my loan specialist, the number provided is a main number that goes to any representative who is constantly transferring me because they can't answer the question. No one seems to be able to transfer me to MS. Hargrove. I have no extension for her or email address. If she is my loan specialist, direct access to her would beneficial in transitioning from forbearance and being able to get adequate assistance moving forward. Business Response /* (4000, 9, 2021/09/10) */ Dear ******* *******: Thank you for reaching out to us. Why am I receiving this letter? We received your correspondence through the Better Business Bureau (BBB) Portal on September 3, 2021, and have put together this reply with information; after an investigation, we are sharing with you what we found: We understand that you were dissatisfied with our prior response regarding this matter. We realize our findings may not align with your expectations. The approval of any payment assistance option requires the account to meet requirements set forth by the program offered, as well as the investor, and modification terms cannot be requested or negotiated. We service your loan on behalf of an investor or group of investors. We cannot negotiate the terms of the modification because Mr. Cooper must adhere to government and investor guidelines. As previously stated, the Pandemic Forbearance Plan is set to expire September 30, 2021. We understand that once the Pandemic Forbearance Plan ends you want to be reviewed for the Covid 19 Modification and not for Veteran Affairs (VA) Disaster Modification programs. Customers are reviewed for all loss mitigation options for which they are eligible and within investor guidelines, unless specified otherwise by state law once a complete loan modification packet is received (if applicable). A complete underwriting review must be completed to determine what option the loan qualifies for. If you are going through the post forbearance options via our website, you will be prompted to opt into the Disaster Loan Modification review. This option provides relief by extending the loan maturity date and adjusting the interest rate down to the market rate. You can opt into this program, apply for traditional loan modification assistance, reinstate the account or consider liquidation options. We understand the inconvenience and frustration you expressed in connection with your attempts in contacting your dedicated loan specialist. However, if you are unable to reach your dedicated loan specialist, any representative with whom you speak in the assigned representative's department may review the status of the account and provide assistance. We requested to have your dedicated loan specialist to call you on September 9, 2021. She was not available, however a team member of Monica Hargrove did call you but was unable to leave a message; the number she called was XXX-XXX-XXXX. 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 however we relied on our internal systems.

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An Error Resolution Notice under 12 C.F.R. §1024.35 was filed by us to Mr. Cooper after they failed to apply at least 4 months of mortgage payments to our account for the months of March and April 2021. Please see the notice of error sent to the company on August 11, 2021.

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/31) */ Dear ******** *****: Thank you for reaching out to us. Why am I receiving this letter? We received your correspondence from the Better Business Bureau (BBB) on August 17, 2021 and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found: Our records show the servicing of the mortgage loan transferred from Mr. Cooper to Shellpoint Mortgage Servicing on July 1, 2021. We have enclosed a copy of the servicer transfer notice for your reference. After a review of your payment history for the months of March 2021 and April 2021, we have that at the time of transfer to Shellpoint, the account was next due for the March 1, 2021, payment. Please note, the last payment received on the account was on February 4, 2021, and effective on February 1, 2021, in the amount of $767.84. We thank you for providing a copy of the Earnup account activity. After review we have determined the statement reflects a withdrawal on March 1, 2021, for $767.84 and a withdrawal on April 5, 2021, in the amount of $1,151.76 to Mr. Cooper. We determined that these funds were posted to your other account, account #XXXXXXXXX. These funds were returned to you on March 4, 2021, in the amount of $767.84 and on April 8, 2021 in the amount of $1,151.76. We apologize for any confusion or inconvenience this has caused you, however, after review we determined the payments were posted and returned as outlined above. We have enclosed copies of the transaction histories for both accounts for your review. 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 with the payments as they were posted to your account ending in 0081 then later returned to you as that account was paid in full. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are: Goodbye Letter Transaction History (2) If you have any questions, please contact our Customer Service Department at 1.888.480.2432 or via mail at the address listed above. 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 me directly, using the information below. Sincerely, Susan ******* Mr. Cooper Customer Correspondence Senior Associate P.O. Box XXXXXX Dallas, TX XXXXX-XXXX Phone: 1.972.956.6107 E-mail: *************@mrcooper.com Enclosures 3 By: BBB Portal

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were approved for a loan modification 6/22/21 to change the terms and payment amount on our balloon loan. Our payment amount was reduced starting 7/1/21 and we were in the "trial phase" per letter. I attempted to make my payment on line but it was for the original loan amount. I called and spoke to customer service was was told to just make the regular payment, so I did. Then I emailed the company and called again stating the payment amount is still incorrect, it was not was in the approval letter. Again I was told just make the original payment. Now I am being told our modification is in the process of rejecting because we made those payments. I cannot speak to a loan modification specialist, only being told we have to wait 3-5 business days for the "escalation" department to look into it. I have been in constant phone, email, message, regular mail letters even accepting the approval and nobody from this company responds until now, when they reverse the approval.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/08/24) */ Dear ****** *********: Thank you for reaching out to us. Why am I receiving this letter? We received your correspondence through the Better Business Bureau (BBB) Portal on August 10, 2021, 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: After review, we have determined we received your signed and executed loan modification documents on August 11, 2021, however, there was an internal error with the original documents, therefore, a new modification agreement had to be resubmitted for approval with the corrected documents to be sent to you to be signed and returned. We have expedited the updated modification documents and are in the process of generating the new documents to be sent to you under separate cover; they will be mailed to you within the next 5-7 business days. Effective August 24, 2021 we have reinstated the loan modification. We apologize for any undue stress or confusion this has caused you. Below are the proposed terms of the agreement: Unpaid Principal Balance: $53,121.46 Interest Rate: 9.00% Interest Rate Type: Fixed Amortization Start Date: September 1, 2021 Maturity Date: September 1, 2060 Principal and Interest Payment: $410.76 We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you encountered on your prior contact attempts regarding the payments on your trial plan and status of your modification.. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers. Thank you for bringing it to our attention and allowing us to address it. 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 and error occurred You have the right to access the documents we used in this investigation however we relied on our internal systems. Consumer Response /* (3000, 7, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been in constant contact with ******** ***** regarding our modification. In fact yesterday he said he was working with the modification to get this done. The "dedicated" rep, Ms. ********* is useless and can NEVER be reached. She has called & left messages and every time I try to call at the number you provided I get a new representative that only makes matter worse!! From this point on I will only speak with Mr. ****** We signed & returned your loan modification documents and as per Mr. ***** email they were processing on 8/16 so what you are telling me is completely different from that! NOBODY is on the same page here and our payment is due in 7 days!!! The website will not allow me to pay the modified amount either and we continue to get letters indicating our balloon is due. As of 8/24/21 we have not received any new loan documents as indicated on this response. Until this modification is signed by BOTH parties and accepted into the system, this is NOT resolved!!! Business Response /* (4000, 9, 2021/09/04) */ Dear ****** *********: Thank you for reaching out to us. Why am I receiving this letter? We received your letter on August 26, 2021, and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found: We regret to hear about the difficulties you have had connecting with ******* ********** Please note, if Ms. ********* is not available your call will roll to the next available Dedicated Loan Specialist. It is not our intention to make things worse by transferring you to the next available representative and we apologize for this experience. Our records show you have been in contact with Mr. ******** ***** and are happy to hear he has been of great assistance in getting the modification approval completed. Our records show that we received your signed modification documents on August 30, 2021. We have requested a rush on your account to have the modification booked into our system. As the modification has yet to be booked into our systems this is the reason why the website is not reflecting the updated payment and terms. Please allow 5-7 business days for this to be completed. We understand you are wanting to make your initial payment as soon as possible and we appreciate your patience while we book your modification into our system. 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 has occurred with the booking of the modification. You have the right to access the documents we used in this investigation, however, only internal systems were used. If you have any questions, your Dedicated Loan Specialist is ******* ********* and can be reached at 480.516.0111 or via mail at the address listed above. 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.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 me directly, using the information below. Sincerely, ******** ****** Mr. Cooper Customer Relations Specialist PO Box XXXXXX Dallas, TX XXXXX-XXXX Phone: XXX-XXX-XXXX E-mail: ***************@mrcooper.com By BBB Portal

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of 2020, I refinanced my home internally with Mr. Cooper. When asked for the reason for refinancing I explained I wanted to lower my monthly payment. I had approximately $7,000 closing costs wrapped into the new loan. Less than 6 months into the refinance, my payment is now higher than it was prior to the refinance. I called to address this and was hung up on, transferred to multiple people, interrupted, then again promised a follow up from a manager that didn't happen. The follow up promise was about two weeks ago, Manager Tina Nguyen was supposed to call or email me and never did. The closing costs wrapped into my refinance were a waste of money because my payment ended up increasing anyway. Had I known this, I wouldn't have wasted the money refinancing. I am aware that this is due to escrow but proper due diligence was not done by Mr. Cooper and the customer experience was horrific while trying to obtain any resolution.

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/08/18) */ After reviewing your account, we found that our Research Department provided a resolution regarding the monthly payment increase. An escrow analysis was completed on May 26, 2021, which increased your monthly payment to $1,811.06 beginning with the July 1, 2021 payment. In a review of your Initial Escrow Account Disclosure Statement and Escrow Review Statement, we found that your hazard insurance premium of $624.22 has remained unchanged and the annual county taxes increased from $3,011.16 to $3,780.22, a total difference of $769.06. According to your Initial Escrow Account Disclosure Statement, the county taxes were to be paid in installments as follows: $1,505.58 in April 2021, and $1,505.58 in October 2021. However, on April 8, 2021, we disbursed payment for the county taxes, in the amount of $1,890.11, to Pierce County. Due to this unanticipated disbursement amount, the increase in the property taxes, and the two (2)-month escrow cushion needed to ensure sufficient funds are in the escrow account when the projected hazard insurance and property taxes payments are made, there is a shortage in your escrow account of $1,265.07. Unfortunately, we are unable to determine the exact reason for the increase in your property taxes. In most cases, the appraisal that was completed as part of the refinance may have reflected a higher value, resulting in an increase in the taxable value. Please contact Pierce County regarding any questions or concerns related to your home value and the property taxes. You also advised that you were awaiting contact from a manager by the name of Tina Nguyen. Please be advised that we have received a response from Tina Nguyen and was advised that the Mortgage Professional was to contact you and that you did not attempt contact with her. Our records reflect that you spoke with Armando Bon and was explained that at the time of closing, we had the most up to date information and no indication of a tax increase. As of the date of this correspondence, the account is current and contractually next due for the September 1, 2021 monthly installment. Enclosed is the most recent monthly billing statement that indicates the current unpaid principal balance, the current escrow balance, and the suspense balance. The most recent Escrow Analysis is enclosed and will reflect any escrow balances, shortages, or deficiencies, if any, existing at the time the Escrow Analysis was performed. Please note that escrow amounts may have changed since that time due to any changes in taxes or insurance. Consumer Response /* (3000, 7, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I specifically asked for the funds from closing or the shortage funds applied to my account since the purpose of my refinance was not met. I am not looking for an explanation, I want my wasted funds back. His response was that they cannot do this even despite the terrible customer service I faced simply trying to obtain an answer prior to filing my BBB complaint. Business Response /* (4000, 9, 2021/08/25) */ We understand your frustration regarding the increase of your monthly payment. Unfortunately, we are unable to provide you a refund of the closing costs associated with the refinance of your loan, as this process has been completed. We also received communication from the Mortgage Professional that you were dealing with (Armando Bon) and he confirmed that he explained that the funds from the closing could not be refunded. As of the date of this correspondence, the account is current and contractually next due for the September 1, 2021 monthly installment. Enclosed is the most recent monthly billing statement, which indicates the current unpaid principal balance, the current escrow balance, and the suspense balance. The most recent Escrow Analysis is enclosed and will reflect any escrow balances, shortages, or deficiencies, if any, existing at the time the Escrow Analysis was performed. Please note that escrow amounts may have changed since that time due to any changes in taxes or insurance. Furthermore, our records indicate Federal Home Loan Mortgage Corporation is the current owner of the Note. In accordance with Washington state guidelines, we have provided the address below: Federal Home Loan Mortgage Corporation 8200 Jones Branch Drive McLean, VA XXXXX-XXXX 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 us using the contact information below. Federal Home Loan Mortgage Corporation will not be able to assist with any of these matters. If you have any questions, please contact our Customer Service Department at 888.480.2432 or via mail at the address listed above. 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. Consumer Response /* (4200, 11, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The goal of the refinance was not accomplished and thorough vetting of the taxes was not complete. Waive/credit the shortage due to negligence and terrible customer service.

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