Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Mr. Cooper held our mortgage on a house we sold back in 2018. The company never updated our information with where we moved in order to send a check for the remaining monies in ******. In May of 2024, I decided to investigate why we had never received the money and reached out to Mr. Cooper but they do not offer human customer service so I had to use their chat feature. I explained my situation and they agreed I was owed about $2000 and they would send me the checks (3) to my new address. One check did come about a month later for $50. I again contacted Mr. Cooper through the chat feature and was promised they would send the rest of the checks out within 7-10 business days. Months go by and I have been reaching out every month or so to try and get them to send me my checks. Each time I have to use the chat feature and each time they promise me they will send the checks and even confirm my mailing address. This is getting super frustrating- I just want my money that they are not legally allowed to keep.

  Business response

  01/31/2025

  Please see attached

  Customer response

  02/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/28/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've called on several occasions and different times and no matter who many times I answe the automated I can not get a LIVE person on the line

  Business response

  01/30/2025

  Please see the attached.
  
  Thank you.

  Customer response

  01/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ON 1/24/2025 I received a phone call from Mr. Cooper on my landline, but the call disconnected before the person had said anything other than asking for me. I attempted to call the business back by cell phone to determine why they were calling and got an automated system that claimed they would connect me with an agent, but in fact, just leads you around within the system. Even their supposedly "live" chat agent was clearly AI or a bot or something because it just kept going back to "call this number" which I had already tried half a dozen times. I want to know why I got no choice in the transfer of my loan to this servicer in the first place! Did ************* even check this business out before they handed my loan over!?! (Yes, I'm ****** at them now too!). Additionally, I notice that this business is not even accredited with the BBB so it seems we are stuck with awful situation. Is there any legal recourse that we can take?

  Business response

  01/29/2025

  Please see attached. 

  Customer response

  01/30/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am unable to contact a live person. Their system went AI and the system just hangs up when I have not resolved my issue.

  Business response

  01/24/2025

  Please see attached

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They are overcharging the escrow amount by ***** however for the past four months I have emailed, called, and mailed Mr ********************** without receiving a response or reply. I just want someone to correct the problem

  Business response

  01/27/2025

  
  Dear ****** *********:
  
  Thank you for reaching out to us.
  
  We received your letter on January 22, 2025, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Escrow
  
  After reviewing your account, we can confirm that we investigated your tax exemption on October *******, and determined that you are 100% exempt. The tax payment of $981.25 issued on August 19, 2024, was returned to the escrow account on August *******. Although we updated our records, we did not complete an escrow analysis to adjust the escrow account at that time. We apologize for this oversight.
  
  A new escrow analysis was completed on January 24, 2025, effective February 1, 2025. Your new monthly payment is $1,424.91, and you will also receive an escrow refund of $862.60.Please allow five to seven business days for the delivery of the escrow analysis and refund.
  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 because we did not complete an escrow analysis after updating the account to reflect exempt from taxes. The error was corrected on January 24, 2025, by completing a new escrow analysis. You have the right to access the documents we used in this investigation, but only our internal systems were utilized.
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our *************************** at ************ 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 ****************************** 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: ******************************************************************************
  
  By BBB

  Customer response

  01/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased a new home in 2023 in ************, ** and my loan was sold to Mr. Cooper and through settlement it was agreed that my taxes and homeowners insurance would be escrowed from my loan. In 2024 Mr. Cooper did not pay my homeowners insurance, so I was responsible to make said payment even though it was to be escrowed. In 2025, Mr. Cooper sent a check on 1/9/25 to my insurance servicing company, ***************************** for payment due on 1/13/25. According to Millenial, payment has not been received and I am not past due and will most likely be responsible, again, to make payment

  Business response

  01/30/2025

  ******* ***** initially faced an issue with her homeowner's insurance payment because her escrow account was not set up to include this expense, resulting in a non-payment when the policy premium was due for renewal. Mr. Cooper addressed this by disbursing $582.00 to ****************************** on January 9, 2025, for the policy number PWB1132089, which is effective from January 13, 2025, to January 13, 2026. The insurance premium was confirmed to be posted on January 28, 2025, and the policy is now active and paid in full. Additionally, the resolution letter confirms that ******* ******* loan is current and that the next monthly payment of $1,501.60 is due on February 1, 2025.

  Customer response

  02/03/2025

  I am rejecting this response because:   I am rejecting this response because:   At settlement, the loan was setup to escrow my homeowner insurance as well as my taxes and I have the paperwork to provide this fact.  I don't appreciate the business putting this issue on the customer / homeowner because they don't want to take responsibility for something they did not handle properly.  

  Business response

  02/04/2025

  Dear ******* E. *****:
  
  We received your letter submitted via the Better Business Bureau (BBB) on February 3, 2025, 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.
  
  On January 13, 2023, NVR Mortgage ************* originated the loan in the amount of $202,405.00. Although the Closing Disclosure, First Payment Letter, and Initial Escrow Disclosure indicated that the loan would be escrowed for property taxes and homeowners insurance (HO6). When the loan was transferred to Mr. Cooper effective February 2, 2023,the HO6 insurance was not initially established in the escrow account. As the ********************** policy provided walls-in coverage, the HO6 policy appeared redundant. Because the HO6 policy was not set up in the escrow account, when the HO6 insurance renewal was due in January 2024, we did not disburse the premium due. Mr. Cooper sincerely apologizes for the initial boarding error and the resulting non-payment of the HO6 premium in 2024. Mr. Cooper services loans in accordance with the original loan agreement and all applicable state and federal laws.
  
  We performed an escrow account analysis on January 24, 2024, which included only projected disbursements for property taxes. The analysis located an overage of $488.93 and refunded it to you in check number **********. Additionally, the monthly payment effective March 1, 2024, was reduced from $1,503.10 to $1,455.47.
  
  You contacted us on January 26, 2024, to inquire why the HO6 premium had not been paid. On February 5, 2024, Mr. Cooper confirmed that HO6 insurance was intended to be paid from the escrow account. We amended our records, and performed a new escrow account analysis on February 6, 2024, that included projected disbursements for both property taxes and HO6 insurance. The monthly payment was adjusted accordingly.Effective with the May 1, 2024 installment, the monthly payment became $1,501.60 and included $1,229.83 for principal and interest and $271.47 for the escrow collection.
  
  On January 9, 2025, Mr.Cooper disbursed funds of $582.00 to pay the premium on your ****************************** policy number PWB1132089, effective January 13, 2025 to January 13, 2026.
  
  On January 27, 2025, Mr.Cooper performed the annual escrow account analysis which determined that effective with the March 1, 2025 installment, the monthly payment would become $1,501.63 unless you paid the shortage of $2.44 in which case the monthly payment would become $1,501.43.
  
  On January 28, 2025, Mr.Cooper contacted ****************************** by telephone to determine if our bulk check number ********* including the payment for your HO6 premium had been received. The Millennial representative advised that no payment had yet been received. We confirmed the correct address and policy number. The Millennial representative advised the policy was not pending cancellation, and we should allow additional time for their receipt and processing of the check.
  
  On January 30, 2035, Mr.Cooper again contacted ****************************** by telephone and ******* *. confirmed the premium posted on January 28, 2025 and policy number PWB1132089,effective January 13, 2025 to January 13, 2026, is active and paid in full.
  
  Our primary goal at Mr.Cooper is to provide exceptional customer service, and we deeply regret if your experience has been anything less than satisfactory. We are committed to upholding the highest standards of service and support for all our customers.Your satisfaction and trust are paramount to us, and we are dedicated to ensuring your needs are met effectively. We appreciate the opportunity to provide the above information, and hope this matter is resolved to your satisfaction.
  
  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 at the loans boarding in January 2024 when the HO6 premium was not paid from escrow.  These errors were corrected on February 5, 2024. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  
  Note, Closing Disclosure, First Payment Letter, and Initial Escrow Disclosure
  Two (2) Prior Written Responses
  Three (3) Escrow Review Statements
  Service Transfer Notice
  
  As of the date of this correspondence, the loan is contractually due for the March 1, ******************* the amount of $1,501.63. If you have any questions,please contact our *************************** at ************ 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 ****************************** 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,
  
  
  Customer Relations
  **********************
  P.O. Box 619098
  **************************
  Phone: ************
  
  Enclosures (10)
  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:
  
  *******
  *****************

  Customer response

  02/04/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a complaint with Mr. Cooper and request to have my account audited for the years 2024, 2023, 2022, 2021, have my monthly payment adjusted to $******* and receive applicable refund(s).In October 2024, I received an escrow statement from Mr. Cooper advising me of my escrow shortage caused by higher taxes/home insurance. Based on the direction provided in the escrow statement, on December 12, 2024, I submitted the shortage of $676.87. I also contacted a Mr. Cooper ***resentative via their chat feature to confirm that if I add the shortage amount my monthly mortgage payment will not change. I was assured that my monthly mortgage payment of ******* will stay the same as long as I add the shortage of $676.87. In January 2025, I received a new mortgage payment of $1949.88. After I contacted another *** from Mr. Cooper, I was advised that even though I played the shortage in the escrow account, my monthly payment will change, which makes no sense. I have attached the statements for your reference.

  Business response

  01/22/2025

  A projected shortage of $676.87 was identified in the escrow account. This shortage was resolved by a payment of $676.87 received on December 3, 2024, which was applied to the escrow shortage. As a result, the monthly payment was updated to $1,949.88, effective for the December 1, 2024 payment.

  Customer response

  01/22/2025

  I am rejecting this response because:   

  The audit of my account was not performed. The business did not advise me why my monthly payment increases to 1949 given the fact that I paid the shortage of the escrow account .

  Business response

  01/24/2025

  Please see attached

• Initial Complaint

  01/16/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They ar sending me threats of foreclosure when they have been paid.

  Business response

  01/22/2025

  Please see the attached Resolution Letter and Enclosures.

   

   

• Initial Complaint

  01/15/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  you changed my mortgage after buying it from my name only to adding my decesed wifes and estate when it was already approved to my name only by previous lender , your *** in ***** was so rude and not helping to clear this up instead of excepting the paperwork i have to prove this he made my life worse by not listening and argueing it to the point i had to tell him to look into it ,he refused so i hung up. I was the only person used to seal the loan so my wife was already off the deed and loan it was assumed because i was already the person on the deed *** my credit and income was all they used to finalize the refinance in december of 2019.I have the final paperwork of the estate filed and complete ,now since you changed the loan you purchased illegally i have to re assume a loan that is already assumed? YOU CANT CHANGE THE MORTGAGE LOAN AFTER YOU TAKE IT OVER! I have spent hours online and the phone trying to get somewhere with this. Worse customer service i have ever dealt with .

  Business response

  01/17/2025

  Dear ******** *****:
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on January 16, 2025, 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.
  
  We offer our deepest condolences over the passing of your spouse.
  
  Prior servicer records reflect that ********* updated the account to reflect the passing of your late wife, **** P. *****, on May 30, 2023. It appears that you discussed potentially doing a refinance or assumption to avoid any title issues. However, it does not seem that an actual assumption was completed. If you have any documentation showing that an assumption was completed, please provide it for further review.
  
  Mr. Cooper acquired the loan from ********* effective September 1, 2023. We have enclosed the Welcome Letter for your records.
  
  According to the enclosed Mortgage, under Section 20, the Note or partial interest in the Note can be sold one or more times without prior notice to the borrower. A sale might result in a change in the entity (known as the Loan Servicer) that collects Periodic Payments due under the Note and the Security Instrument and performs other mortgage loan servicing obligations under the Note and Security Instrument.
  
  Unfortunately, updates made by the prior servicer are not automatically transferred to our records. We updated our records to reflect **** ******* death and to list the account under the Estate of **** ***** on March 26, 2024. We have enclosed our ********************* response for your records.
  
  In reviewing the application, **** P. ***** was part of the refinance process and was also a Note signer. Please note that all Note signers will be listed on the account.Therefore, we respectfully refute the allegation mentioned in your correspondence. If you wish for the loan to be in your name only, you will need to refinance the loan or contact our customer service department to discuss the assumption process further.
  
  Lastly, in reviewing the call that took place on April 25, 2024, we have found that the interaction could have been handled better by the representative with whom you spoke. Although the information provided was accurate, we acknowledge that the tone of the agent did not meet our customer service standards. We apologize for any inconvenience or frustration this interaction may have caused you, and we thank you for bringing this matter to our attention. Your feedback affords us an opportunity to review and improve our processes.
  
  As of the date of this correspondence, the account is current and contractually next due for the February 1, 2025, 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 balance,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 National Mortgage Association is the current owner of the Note. As requested, we have provided the address and phone number below:
  
            ****** *** (Federal National Mortgage Association)
            **************************;
            *******,** 20170
  
  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, the Federal National Mortgage Association will not be able to assist with any of these matters.
  
  
  
  
  
  
  
  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 with regard to the level of service you received. We have corrected the error as of January 16, 2025, by acknowledging the error. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Note
  Homepoint Letter
  Research Letter
  Mortgage Loan Statement
  Escrow Statement
  Welcome Letter
  Application
  Mortgage
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our *************************** at ************ 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 ****************************** for more information.
  
  Sincerely,
  
  
  
  ***** *******
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  **************************
  Phone: **************
  E-mail: ******************************************************************************
  
  Enclosures 8
  By BBB 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a new home and had to take a mortgage out until my other home sold. Once that sale was finalized, I attempted to payoff my mortgage off in full with Mr. ******* I requested a payoff figure on 1/08/2025. However on 1/10/2025, i still had not received the payoff even though they told me I would receive it in the my email within 1-2 business days. On 1/10/2025 I decided to send a wire transfer of funds to Mr. ****** within the cutoff time. By 1/13/2025, the wire still had not been processed and interest continued to accrue, Tried calling but couldn't reach a live agent to speak with, only managing to connect through live chat which was unhelpful. . On 1/14/2025, I spent over an hour on the live chat to be told they have received the funds from the wire but has not been processed yet. I ask for a phone # so that I could speak to someone directly but the phone # that was provided just sent me in circles without allowing me to make contact with a real person. As of 1/14/2025, the large payment towards my mortgage has still not been applied. When i asked about an accurate payoff figure, they told it would be mid February before I would have that information. This is such unfair business practice. I just want to pay off my mortgage in full and stop the interest from accruing. I would not recommend this company to anyone due to their unfavorable customer service. One should be able to payoff their mortgage when requested. Do Not Use them

  Business response

  01/24/2025

  Please see attached

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩