Business Profile

Mortgage Broker

Mr. Cooper

Complaints

This profile includes complaints for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,298 total complaints in the last 3 years.
801 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/03/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our mortgage company Mr. Cooper is initiating an over charge on on escrow fees. This company is increasing or monthly mortgage payment by ******. We have checked with State Farm and the county and verified that there has been no substantial increase in insurance charges or property taxes. Being well over 70 years old we are considering paying off the loan of ******* dollars from our IRAs rather than dealing with a loan scamming company. The tax penalty for us will be horrendous. We are too old to fight. We would like this Mr. Cooper to be taken down. ***********************
Business Response
Date: 04/24/2023
Please see attached resolution letter.
Customer Answer
Date: 05/01/2023
We decided just to pay off the loan with Mr. Cooper. Challenging all these numbers thrown out at us is just too stressful. I rather take the tax hit from using my IRA.
RESPECTFULLY,
***** Ostler
Customer Answer
Date: 05/03/2023
I have reviewed the business response and accept this resolution.
We decided just to pay off the loan with Mr. Cooper. Challenging all these numbers thrown out at us is just too stressful. I rather take the tax hit from using my IRA.
RESPECTFULLY,
***** Ostler
Initial Complaint
Date:04/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached enough equity on my condo to ask for removal of PMI. I contacted MR. Cooper for an appraisal, as realtors and listings were showing me to be above a $450 000 value, also due to my detached garage worth over $25 000. A PMI employee asked me to choose between a cheaper and a more expensive appraiser and I am a single mom so opted for the cheaper, secure in the value of my place, although it was hinted to me that the cheaper appraisal would more than likely not be as accurate, and to choose it only if I felt I was over and above that value. The appraiser that came did not even know my garage was included in the mortgage. I had to tell him.His report gave my detached garage the same value of an open parking spot. I have both.. a spot and the garage. He then compared my new 2019 condo to homes sold or listed from **** and **** or 2006. He gave my home a value of $405 000, just $20 000 below the 75% LTV. (MR ********************** never told me they would drop it from 80% to 75%)He also admitted after the report that he would never not allocate at least the value I purchased it for ($22 000 and that it must have been an error. I started a dispute and sent everything, including proof of my purchase of the garage, to Mr. Cooper. And all the errors committed by the appraiser. They are still refusing to remove PMI.I have always paid, and on time. Although I lost my job during *****, I still paid promptly.
Business Response
Date: 04/17/2023
Please see attached resolution letter.
Business Response
Date: 04/24/2023
Please see attached resolution letter.
Business Response
Date: 04/24/2023
Please see attached resolution letter.
Initial Complaint
Date:04/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a real estate investor and own ************************************ **. i had a mortgage owned by ocwen that mr ********************** subsequently purchased. This mortgage was auto-payed . When mr ********************** purchased the note they mis-entered my address so i did not receive statements . Also they had an out-dated e-mail . Well the payment changed (from impounds), to which i was ignorant . One day i found my credit was in ************ and figured this out. I fixed the problem as soon as i found out. I asked mr. Cooper to remove this from my credit as it was not brought to my attention and that was not my fault. They have declined my reasonable request. They fail to understand that as an investor i depend on this score for everything and simply cannot take a hit to my score like that. In my opinion mr ********************** is not reasonable in how they handle these cases , also there is not a number for the credit reporting **** that i can call. I have e-mailed 3 times with no response.
Business Response
Date: 04/14/2023

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

Thank you for reaching out to us.

We received your letter on April 3, 2023, 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 reviewing your account, we found that the servicing of the account was transferred from Ocwen Loan Servicing, LLC to Nationstar Mortgage, LLC doing business as Mr. Cooper,effective November 1, 2015. The information received from the prior servicer following the servicing transfer included the mailing address of ************************************************************. We found that the mailing address was updated in their system of record on August 13, 2015, following a search they conducted to locate contact information. The information is confirmed as the Mortgage Account Statements generated on October 1, 2015, and November 1, 2015, reflect the new mailing address. We refute the allegation of Mr. Cooper entering the incorrect mailing address for the account in question, as the information provided by the prior servicer was part of their servicing record at the time of transfer. Your correspondence does not indicate which months you are disputing that were incorrectly reported.

In a recent Research Response Letter dated March 28, 2023, we advised that after reviewing your account and pay history, we found no errors in your credit history, as reported. Mr. Cooper is required to report your payment history accurately to the credit reporting agencies. Our records indicate that we reported your account accurately for October 2022, December 2022, and January 2023;therefore, we have determined that a credit correction is not necessary at this time. We have enclosed a copy of our Research Response Letter for your review.

Our research indicates that the payment history appears to be reported accurately to the main credit repository agencies (Transunion, Experian, Innovis and Equifax). 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.

If you have any information that a particular credit reporting company is reflecting our reporting on your account inaccurately, there are further steps that you can take to dispute the information they are reporting. Information on how to dispute errors by the credit reporting companies can be found at the Federal Trade Commissions website:www.ftc.gov/bcp/edu/pubs/consumer/credit/cre21.shtm.

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:
Welcome Letter
Prior Servicer Statements (2)
Research Response Letter
Transaction History

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. (**). Visit ** 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 ******
******, ** **********
Phone: **************
E-mail:****************************************************

Enclosures 5
By **** Standard Mail Email: ************************

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
Date:04/03/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed in January that I was having trouble making payments to the account, and they were bouncing back. I reached out to customer service. They were rude insisted the mistake was on my end. I continued trying to make the payments, as evidenced by our payment history. This was not an overdraft--the payment was showing as processing by my bank, then disappeared and showed on their end as reversed. This was a result of technical errors when they switched payments systems. This was confirmed by multiple customer service reps.On 2/11 I noticed that the payments had all bounced back again and the account was now showing 60 days past due. I escalated the complaint to speak to ******. She took the payment over the phone, and provided me with her direct information for any further issues. Two days later, the transaction cleared and I assumed everything was normal. This time, the money had been withdrawn, yet the bill was STILL showing as 60 days past due. I provided evidence of the withdrawal on 2/23 We recieved a letter in the mail acknowledging the issue (apparently payments from months prior bounced back FOUR MONTHS LATER and they never alerted us) and spelling out what we owed - which still includes the fees caused by their errors, despite being told multiple times that they would be removed. They sent us a legal letter to "reinstate" the account.They are currently demanding almost $400 in fees, when on Feburary 11th, the account showed as paid in full. We have since paid ALL currently due payments (including April 2023) with the exception of the erroneous fees.Getting a hold of someone in this company is a nightmare. Being talked down to when they made a mistake is even worse. This is impacting our credit, preventing us from finding another mortgage company, and causing extreme personal distress. I am having to take time off work to deal with these issues, and it is impacting our financial well-being -- we're now at a level of unacceptable.
Business Response
Date: 04/19/2023
Please see the attached.
Customer Answer
Date: 04/19/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/03/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called the customer service line today to speak to someone about why our payment is going up for the escrow over ****** and why we have yet to get notified. I called today, 4/1/2023, at 9:18 AM EST, and the first agent I spoke with took the time and review everything and let me know what happened, which I fully understood; my problem was that we were still waiting for someone to try notifying us about these The lady I spoke to said yes, an email was sent to you. I told her we do not have an email, and she told me that if I go to the escrow tab, you can see a notice about it, and I told her again, NO, there is not. I am on the website and the escrow tab and can see it myself. Knowing that the person I spoke with could not change how people get notified, I asked to talk to a supervisor. She started to repeat herself, and I said there was no need to get me a supervisor. After a few minutes of me waiting, she came back on the line with another agent and transferred me to her. I asked her if she was a supervisor, and she said no, but the customer escalation team, which is the same thing, and I told her that it was not. But I went ahead and went over everything again with her. Her first comment was that "you have already made your mind up about Mr. Cooper, so there is no point in going there," which was putting more fuel to the fire, and in my opinion, she should want to de-escalate the situation. She said, " Well, we mailed you something, and I said I would stop you right there; your last agent told me that it was only mail. *********************************, the agent on the other side of the phone (I believe that is how you would spell that), started getting even more of an attitude, and I stopped her right there. I asked if she was listening to herself, and she came back and asked me if I was listing to myself. This is how I know she is and never will be a supervisor, as that is NO way to speak to a customer paying over 800 a month in interest to your company.
Business Response
Date: 04/06/2023
****************************
*******************************
*************************************************;                                                                                                          April 6, 2023
********, ** 17015

ACCOUNT INFO
LOAN NUMBER: 0700399926
REFERENCE NUMBER: 0006544234
BBB CASE NUMBER: 19883348
PROPERTY ADDRESS:
**********************************************************

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


Dear **************************** and *******************************:

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on April 3, 2023, 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 Analysis

In your correspondence, you stated that you contacted Mr. Cooper regarding why your monthly payment is increasing by over $300.00 and why you were yet to be notified. After review,it was determined that the servicing of your loan transferred to Mr. Cooper,subservicer for ************* Servicing, LLC (Mr. Cooper) as of October 3, 2022.Our records reflect the account was enrolled in paperless statements program,which continued after the loan servicing transfer to Mr. Cooper, beginning with the Mortgage Statement dated November 2, 2022 previously sent to you. Please note that an e-mail is sent to the authorized e-mail address for the account to notify you there is a document regarding the account ready for you to review. Please visit our website at www.mylakeviewloan.com to update your communication preference. You *** click on the account option at the top right of the webpage,select communication settings, then select on or off for paperless.

As required by the *********** Settlement Act (RESPA), Mr. Cooper completes an escrow analysis each year to ensure the escrow account is funded correctly. The escrow analysis will provide a detailed description of all disbursements made from the escrow account as well as any payments towards the escrow account for the prior year.It will also provide a breakdown of how the current escrow payment has been calculated, including any shortages that *** exist. Mr. Cooper maintains a cushion equal to two months estimated taxes and insurance (unless limited by the loan documents or state law). Projections are included to ensure sufficient funds are available to pay the taxes and insurance for the coming year. The amounts of the taxes and insurance can change over time and are determined by the taxing authority along with the insurance provider, not by Mr. Cooper.

Our records reflect that a notification was sent on January 13, 2023 to the authorized e-mail address of ******************** regarding the Escrow Review Statement dated January 11,2023 being ready to view. The Escrow Review Statement contained information that there was a shortage in the amount of $2,277.25 due to changes in the amounts for taxes and insurance. As a result, the monthly payment was updated to an amount of $1,725.04, effective April 1, 2023.

In your correspondence,you expressed your concerns regarding a Mr. Cooper Escalation agent you spoke with on April 1, 2023. Review of the call determined that you expressed your concerns with the increased monthly payment and why you were not further notified by Mr. Cooper regarding the escrow analysis. It was also determined that the Escalation agent did not provide you with the customer service we expect to provide our customers. Valuable input, such as what you provided, is vital to our ability to monitor the service we provide and we apologize for any inconvenience this interaction *** have caused. We have provided coaching to the agent and can assure you that senior management is aware of your experience.We also view your feedback as an opportunity to evaluate and improve the service we provide to all customers and hope that this additional clarification will help ease any reservations you *** have about Mr. Cooper.

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 as required by the ************* Settlement Act (RESPA), Mr. Cooper completes an escrow analysis each year to ensure the escrow account is funded correctly. The account is enrolled in our paperless statements program and a notification was sent to you on January 13, 2023 regarding the Escrow Review Statement dated January 11, 2023 being ready to view. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Escrow Review Statement
Transaction History
Welcome Letter

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 ** 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 Answer
Date: 04/07/2023
At this point the biggest point of my complaint was the fact that you employee acted the way she did which in return made me even more irritated. She lied to me and said something was mailed to me when the last agent said it was emailed and I was just done with her. My recommendation and suggestion to you would be to put an alert/notification about the escrow analysis being done, like you do once statements are out or a payment has been received.
I also hope that the superiors have reviewed other calls that this agent of yours has conducted and see if there is a pattern of this behavior, and do correct disciplinary action, if needed
Initial Complaint
Date:03/30/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They say that they don't take any form of card payments! I told them its all I have right now, did not care! They are just money hungry! They did not even give me another option. This company would rather have you pay $40 in late fees because your other account doesnt have enough funds. I couldn't get my routing number or account number to work.Finally got it to work. Want to make sure people know about this! plus if they go out of business that would be awesome I will be switching companies for sure! Never recommending mr.cooper to anyone.would love it if they give our morgage account to a better **********************
Business Response
Date: 04/04/2023
Please see attachments.
Dear *******************************,

Thank you for reaching out to us.

We received your correspondence via the Better Business Bureau (BBB) on March 30, 2023, and have put together this reply with information that we hope will address your concerns. After an investigation, we are sharing with you what we found.

At Mr. Cooper, we strive to provide our customers with prompt, courteous and accurate service. We understand that you may have experienced a miscommunication during your previous contacts with Mr.Cooper. Please understand that your trust and business are very important to us, and your positive experience is our priority.

In your inquiry, you expressed your concern with Mr. Cooper not accepting debit and credit card payments. Valid account types that are accepted for payments, are checking, savings, or money market account. ********************** offers multiple options for making monthly mortgage installments. Some of these options are processed by our third-party vendor,***mentus.

1-time phone payments
Online payments at MrCooper.com
Mobile app payments
Auto***
Biweekly Auto*** (ACH)
Mail
Express/Overnight mail
Online Bill *** (personal banking)
Wire ***ments
Money Gram
www.moneygram.com (fees may apply)
MoneyGram code: ****
Quick Collect (Western Union)
www.westernunion.com (fees may apply)
Western Union code: MRCOOPER City Code: **

Mr. Cooper offers a 15-day grace ****** before a late fee is assessed to the account. If a payment is received on or after the 17th day of the month, a late fee in the amount of $32.98 will be assessed.

Mr. Cooper has found no evidence of unethical behavior with regards to accepting payments and or assessing cost and fees. The subject mortgage loan and related documents were reviewed and deemed compliant with all applicable state and federal guidelines. Therefore, we will continue to service the mortgage loan according to its status.

As of the date of this letter, the account current and next due for the May 1, 2023, payment in the amount of $924.72.

We trust that we addressed your concerns to your satisfaction and thank you for the opportunity to further clarify this 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. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
Mortgage Loan Statement
Transaction History

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. (**). Visit ** 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 ******
******, ** **********
Phone: ************
E-mail: ********************************************************************

Enclosures 2
By BBB Portal
Customer Answer
Date: 04/09/2023
I have reviewed the business response and accept this resolution.

just know we are looking into finding a different mortgage company!
Initial Complaint
Date:03/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mortgage was sold to Mr. Cooper. In the space of one month, Mr. Cooper ran two escrow analyses. Because the second one ran before the first shortage was processed, it resulted in a second (additional) shortage. I was then told today that if I paid the second shortage that would lead to a third escrow analysis and potentially an additional shortage. I believe this is not conducive to requirements and violates a customer's trust in the organization. It seems they prey on the fact that they can run additional escrow analyses, basically generating additional shortfalls, because they will occur when the initial shortage paid has not been fully processed but other items have been paid out. A vicious cycle is being created.
Business Response
Date: 04/12/2023
Please see attached resolution letter.
Initial Complaint
Date:03/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MrCooper bought my VA Loan from USAA in 2021.After receiving the notice of transfer, I got NO Monthly statement, NO escrow statements, basically I received only junk mail from them.APPARENTLY, I got "slammed" into electronic service on my loan and was NOT ENTITLED to receive any normal paperwork. In March of this year, APPARENTLY my account went into collections.In talking to MrCooper, I've found out that my delinquent amounts have been accumulating ever since they took over my loan from USAA.Now that I have been finally notified, I have taken care of the $1,700.00 problem.I object to being slammed by this business, I want written accounting.I object to not being notified of a debt.I want all previous paperwork since they took over my loan.I want any and all, late fees, fines, interest, etc. refunded to me.
Business Response
Date: 04/11/2023
Please see the attached.
Initial Complaint
Date:03/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a mortgage with ************** serviced by Mr *********************** I'm unsure of which entity I need to file the complaint with.In January of this year, my escrow analysis for the mortgage against my home was done and I received a notice that if I paid my shortage in full, that my payments would stay the same, otherwise my payments would rise on March 1st. I had the money on hand to do so at that time so that is what I did.Before February was over, I received a statement that reflected an increase to my March payment, so I contacted support and brought this to their attention. The due date came and I had not had a response so I contacted again, I stated that I paid the same amount to my loan as I have been paying since Mr ********************** took over my loan a year ago and that I would like my payment applied as it always has been. I provided statement documentation, and everything, including the escrow page stating that paying my shortage in full would result in my payments staying the same. Since then, I have been told they cannot lower my payment, they give me math to justify it, and tell me they received and applied the escrow statement and as a result my payment didn't go up higher than it did but that's NOT what their escrow letter said. Their letter said an escrow payment in full would result in no change of monthly payment, and yet, they raised my monthly payment by $50 a month, $600 over the year. That's not acceptable. They cannot tell someone that if they pay $1200 to cover an escrow shortage their payments won't change and then change them anyway, because I can't decide I'm just not paying it otherwise they take my house.I have more documents than I'm uploading but they are just repeats of the same thing on different days.
Business Response
Date: 04/04/2023
*******************
************************************;                                                                                                        April 4, 2023
***********, ** 63111

ACCOUNT INFO
LOAN NUMBER: 0691729115
REFERENCE NUMBER: 0006533296
BBB CASE NUMBER: 19866790
PROPERTY ADDRESS:
*********************************************************************

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


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

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on March 30, 2023, 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

In your correspondence, you stated that your escrow analysis was completed for your mortgage and you received notice that if you paid the shortage in full, your mortgage payments would stay the same. After review, it was determined that the servicing of your loan transferred to Mr. Cooper, subservicer for ************* Servicing, LLC (Mr. Cooper) as of March 1, 2022. At the time of the servicing transfer, your escrow balance was $621.45, pursuant to the Welcome letter dated March 10, 2022 previously sent to you.

As required by the *********** Settlement Act (RESPA), Mr. Cooper completes an escrow analysis each year to ensure the escrow account is funded correctly. The escrow analysis will provide a detailed description of all disbursements made from the escrow account as well as any payments towards the escrow account for the prior year.It will also provide a breakdown of how the current escrow payment has been calculated, including any shortages that *** exist. Mr. Cooper maintains a cushion equal to two months estimated taxes and insurance (unless limited by your loan documents or state law). Projections are included to ensure sufficient funds are available to pay your taxes and insurance for the coming year.

Our records reflect that an Escrow Review Statement dated January 21, 2023 was sent to you with information that there was a shortage in the amount of $1,181.71 and the updated monthly mortgage payment was updated to an amount of $627.41, effective March 1, 2023. Please note, the amount you owe for taxes and insurance can change over time and are determined by your taxing authority along with your insurance provider. These amounts are not determined by Mr. Cooper. As stated in the Escrow Review Statement, we review the escrow payments received from you and the tax/insurance items paid on your behalf during the past year. Then we determine if your monthly escrow payment needs to change for the coming year by estimating the next years tax and insurance items that we will pay on your behalf, plus the cash reserve amount. The projected total is divided by 12 to get your new monthly escrow payment.

The Transaction History reflects funds in the amount of $1,118.71 posted to the account on February ******. These funds were deposited into the escrow account and applied toward the escrow shortage. Pursuant to the letter dated March 2, 2023 previously sent to you, we completed a review of the escrow account in response to your inquiry received on February 22, 2023. It was confirmed that the amount of $1,118.71 was applied toward the escrow shortage. As a result, the monthly mortgage payment was updated to $534.18, effective April 1, 2023. The updated payment amount includes an increase in the base escrow payment to an amount of $267.12 and a Principal and Interest amount of $267.06.

Please note that the Mortgage Statement dated February 7, 2023 referenced in your correspondence was generated prior to the above referenced funds for $1,118.71 being applied to the escrow shortage. Therefore, the Mortgage Statement does not reflect the updated monthly mortgage payment of $534.18.

Please be assured your trust and business are very important to us and your positive experience is our first priority. While we realize our service *** not align with your expectations, it is our hope that this additional clarification will help ease any reservations you *** have about Mr. Cooper.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred as Mr. Cooper completes an escrow analysis each year to ensure the escrow account is funded correctly as required by RESPA. The amount you owe for taxes and insurance can change over time and are determined by your taxing authority along with your insurance provider. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Escrow Review Statement
Research Letter
Transaction History
Welcome Letter

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 ** 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 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:

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Customer Answer
Date: 04/04/2023
I am rejecting this response because: that is not what the escrow letter said. Your escrow letter said, and I quote: if you do not want your payments to change, you may pay the shortage in full. I paid that shortage in full and that is not in dispute, but there was still a change made to my payments. Youre arguing that the change wasnt as dramatic as it would have been otherwise, I understand that, but an increase of $50/mo is NOT THE SAME as no change. Your words, not mine. I cannot choose to change the amount I pay, you should not have the ability to change that on a whim either when I satisfy my end of the contract. I satisfied my end.
Business Response
Date: 04/26/2023
*******************
************************************;                                                                                                        April 26, 2023
***********, ** 63111

ACCOUNT INFO
LOAN NUMBER: 0691729115
REFERENCE NUMBER: 0006644712
BBB CASE NUMBER: 19866790
PROPERTY ADDRESS:
*********************************************************************

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


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

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on April 25, 2023, 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

In your correspondence, you stated that in January of this year, your escrow analysis for the mortgage against your home was completed and you received a notice that if you paid your shortage in full, your payments would stay the same, otherwise your payments would rise on March 1, 2023. Under 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 third and most recent request received on April 25, 2023, seeks substantially the same information as previously requested in your previous correspondence. In your previous correspondence, you stated that your escrow analysis was completed for your mortgage, and you received notice that if you paid the shortage in full, your mortgage payments would stay the same. 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 and requests a third time. As stated in the previous two letters sent to you, Mr. Cooper completes an escrow analysis each year to ensure the escrow account is funded correctly as required by RESPA. The amount you owe for taxes and insurance can change over time and are determined by the taxing authority along with your insurance provider.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred as we previously advised you that the amount owed for taxes and insurance may change over time which may increase your monthly payment. Mr. Cooper is not required to respond to requests for information that are duplicative and substantially the same as previous requests. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Previous Letters (2)
Research Letter

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. (**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m.to 12 p.m. (**). Visit ** 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 Answer
Date: 04/26/2023
I am rejecting this response because:
i understand escrow can change over time. Your escrow department sent a notice of said change. This is documented. Your escrow department started in that notification that of I did not want my payments to change then I could pay the shortage in one lump sum. I did so completing my obligation to keep my payments the same. You changed the payments anyway. I dont need to be taught how escrow works. You f****** lied in your escrow statement that paying the shortage would mean I would not see a change in my payments. That is wrong, unjust, two faced, or however you want to frame it. I cant do that to you or you take my house. F*** you. Fix it.

My demand will not change. And Id refinance away if interest rates werent higher than what I currently have. You have me trapped or are you going to arbitrarily change my rate if you find a loophole to do that too? Your company apparently cannot be trusted. Anything short of honoring the original statement that paying my escrow shortage in a lump sum will NOT be acceptable.
Initial Complaint
Date:03/30/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a home last November, and my loan was sold twice after. The first new company was TMS, then they sold it to Mr. Cooper on Jan. 4th, 2023. While my loan was with TMS, I made a payment of $5,000 toward principle (I have uploaded a statement from TMS showing the original balance, the payment amount, and the remaining balance, and also my bank statement showing where the $5,000 cleared my bank account and to whom the payment was completed). My Mr. Cooper account is not reflecting this payment. Instead it shows the original balance as $102,009 and not the actual original balance of $97,009.I have tried several times over the last couple of months to get this resolved, but the customer service reps say it is in a different department (because every rep is transferring it as we speak), and there is no one person anywhere that can act as a point of contact (unless you are behind on payments and they make exceptions for that). I filed a complaint with the Consumer Protection Financial Bureau on 3/1/23, and received a reply from a specific person at Mr. Cooper, stating I should receive a response by April 4th That is fine, however I have tried to email this person twice (no phone number was given), to check on things, and no response was ever received. My experience with Mr. Cooper is far too much rhetoric and no actual communication.
Business Response
Date: 04/12/2023
Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on March 30,2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation were sharing with you what we found:

The above referenced loan was service transferred to Mr. Cooper from Better Mortgage Corporation (Better Mortgage) effective January 4, 2023. Prior to the service transfer to Mr.Cooper, you made a principal curtailment payment in the amount of $5,000.00, which should have posted on December 8, 2022. On January 6, 2023, Better Mortgage wired the funds to us as a bulk payment, which included funds for other customers accounts. We did not post these funds to the loan in a timely manner, which was an error on our part, and we do apologize. On April 4, 2023, we posted the $5,000.00 principal payment to the loan with an effective date of December 8,2022.

We responded to the emails you sent on March 21, 2023, and March 24, 2023, on April 4, 2023, and the customer service phone number, and my phone number were at the bottom of the letter. Please note we have 30 business days to respond and an additional 15 business days if an extension is needed under Regulation X of the Consumer Financial ***************** (CFPB). Your trust and business are very important to us, and your positive experience is our first priority.

We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you may have encountered. 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 an error occurred on January 6, 2023, when we did not post your principal payment in the amount of $5,000.00 in a timely manner. We corrected the error on April 4, 2023, by posting the principal payment in the amount of $5,000.00 to the loan with an effective date of December 8, 2023. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:

Mr. Cooper Transaction History
Welcome Letter
April 4, 2022 Prior Response

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.(**). Visit ** on the web at www.mrcooper.com for more information.
Customer Answer
Date: 04/12/2023
I have reviewed the business response and accept this resolution.

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