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

2,289 total complaints in the last 3 years.
805 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:03/29/2023
Type:Product 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.
This company bought out my previous mortgage company. They did not pay my insurance even though I pay a monthly amount and have escrow. My insurance company dropped me in December due to their negligence. As soon as I found out I got my policy reinstated with my insurance. Mr. Cooper is now trying to change me $392 for lapse in insurance coverage and pointing fingers at my insurance company. Every time I call Mr. Cooper their story is different. I have asked for written documentation where they tried to reach my insurance company like they claimed to call three times and no one would answer and supposedly there was no way to leave a message. The employees are rude and do not care they are negligent and stealing your money.
Business Response
Date: 04/11/2023
Please see attached resolution letter.
Business Response
Date: 04/11/2023
Please see resolution attachment.
Business Response
Date: 04/11/2023
Please see resolution attachment.
Business Response
Date: 04/11/2023
Please see resolution attachment.
Initial Complaint
Date:03/29/2023
Type:Product 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.
Mr. Cooper/dba Nationstar frauduently charged me for hazard/fire insurance when I had insurance in place and had uploaded it per their instruction on their website. It was also paid out of my escrow account so they have record of payment. I made a complaint and they said they would credit me and cancel their insurance 60 days later they have not. They have charged my escrow account $2100 for insurance I do not need or want. The only reply I get is they are "investigating" it. s I also am being charged for PMI insurance when I have 75% equity in my home.
Business Response
Date: 04/03/2023
Please see the attached.
Initial Complaint
Date:03/29/2023
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 CONTACTED MR ********************** SINCE MY LOAN WAS TRANSFERRED, NO CHANGES WERE SUPPOSED TO MADE AND YET THEY HAVE, TO REMOVE THE CITY TAXES FROM MY LOAN AS I HAVE PAID THEM ON MY OWN SINCE 2016 AND NOW I AM GETTING EVERY EXCUSE IN THE **** ABOUT WHY THEY CAN'T REMOVE THEM FROM MY ESCROW. I RECEIVED A LETTER ON JANUARY 12, 2023 THAT THE CITY WERE REMOVED, NOW I AM BEING TOLD THAT BECASUE OF CORELOGIC THEY CAN'T REMOVE THEM WITH IS ABSOLUTE BULL. I DON'T GIVE A **** ABOUT CORELOGIC AS IT HASN'T BEEN A PROBLEM SINCE 2016 BUT NOW IT'S A PROBLEMN SINCE MY LOAN WAS TRANSFERRED. THERE IS DEFINITELY SOMETHING NOT RIGHT WITH THIS SITUATION. THEY CAN EITHER REMOVE MY CITY TAXES FROM THE ESCROW OR THEY CAN WRITE OFF THE LOAN AND SEND MY THE DEED/TITLE TO MY HOUSE OR SELL MY LOAN TO A REAL MORTGAGE COMPANY THAT IS COMPETANT. THEY ARE A BUNCH OF LIERS AND SHOULD BE ASHAMED OF HOW THEY ARE TREATING VETERANS. IT IS ABSOLUTELY RIDICOULOUS YOU CAN'T TALK TO ANYONE OUT OF THE ESCROW OR TAX DEPARTMENT BUT I AM STARTING TO BELIEVE IT IS BECAUSE THEY ARE ABSOLUTELY INCOMPENTENT. THEY NEED TO BE SHUT DOWN IMMEDITATELY.
Business Response
Date: 04/05/2023
Please review the attachments.
Initial Complaint
Date:03/22/2023
Type:Service or Repair 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.
In my divorce I was given orders by law and have even since had an addendum done because the company told me that my divorc documents were not sufficient. And have since rejected my claim and I will submit an appeal.
Business Response
Date: 03/30/2023
Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on March 27,2023, 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:

We are unable to locate the account in question based on the information contained within your correspondence. Please provide us with a valid Mr. Cooper loan number, property address, and the mortgagors full name on the account to further our review.This information can be located on the last monthly Mortgage Loan Statement.Once received, we will review the matter further.

Mail: Mr. Cooper
           Attn: Research Department
           PO Box 612488
           ******, ** 75261

Fax: ************
E-mail:*******************************************

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, only our internal systems were used in this review.we relied on our own internal systems for this review.

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.
Initial Complaint
Date:03/22/2023
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.
The nature of the problem originated with Mr. Cooper Mortgage company when a miscellaneous tax (id number ************ was wrongfully added to my escrow account on the month of December of 2022. This mistake resulted in Mr. Cooper paying a tax payment to the ************************* located in the ********** county of Madera. Therefore, my escrow account was significantly depleted when they paid the ************************* an amount of $2419.41 on 12-21-23. Due to this action my monthly mortgage payment considerably increased from $697.55 to $1130.94 for the month of March. The fact is that my house is located in the *****************************; plus the city of ********** is in the county of Merced and not ****** where the ************************* is located. I have tried to explain this to the customer service department on two separate occasions. Both of these calls were recorded, so they should be on record. The first time was on 03-13-23 at 11:21 am pacific time and the second time was on 03-14-23 at 3:21 pacific time. On these two occasions I had the opportunity to speak to 3 customer service representatives, an escrow account analysis representative, and a supervisor from the escalation regulation department. Unfortunately, none of the representatives of these departments were able to fix the problem that has put a financial hardship on me and my family. There was also an email sent to the tax department on 03-14-23 explaining my case; however, as of 03-21-23 I have not yet received any reply from the tax department, other than an emailed stating that they have received my email. Furthermore, on 03-21-23 (today) I file a complaint letter through there website with the intent to of getting the problem solved that Mr. Cooper Mortgage Company created against me. My name is ***********************************. The loan number to my account is **********. . Contact info. phone: ************; email ****************** Hope BBB is able to help. Thank you
Business Response
Date: 04/10/2023
Dear ***********************************:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) on March 27, 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.

Initially, a request was submitted by our customer service representative on your behalf on March 14,2023. The request advised to verify the water district payment we had made. On March 22, 2023, they we were able to determine that we incorrectly added/paid the water district bill from your escrow account on December 20, 2022. Mr.Cooper reimbursed the escrow account on March 29, 2023, for $2,419.21.

A new escrow analysis was completed on March 31, 2023, effective April 1, 2023. The payment was reduced to $672.32. There is also an escrow overage in the escrow account for *********** escrow analysis along with the escrow check was sent on April 3, 2023,under separate cover.

We acknowledge receipt of your prior e-mail correspondence with Mr. Cooper. While we understand the urgency of your request, our tax vendor was working to initiate, complete and resolve the error. We apologize for any inconveniences this has caused.

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 incorrectly added the water district to your loan when it was not billed to you. The error was corrected on March 29, 2023, by crediting the escrow account for the payment we issued. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:

Payment History
Escrow Statement
Research Letter

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 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 Advocate
PO Box ******
******, ** **********
Phone: **************
E-mail:****************************************************

Enclosures 3
By BBB Portal
Initial Complaint
Date:03/22/2023
Type:Product 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.
Dear BBB,I hope this message finds you well. I'm reaching out to you because I'm facing a situation with my previous loan provider, Mr. Cooper, that I believe requires your intervention.In June 2020, during the pandemic, I had to take money out of my home to pay for a divorce settlement. This meant I had to get a new loan with a different provider, which resulted in an overpayment of $4732.69 to Mr. Cooper. While they refunded me the amount, the check was made out to both me and my ex, causing a delay in resolving the issue.When I contacted Mr. Cooper to resolve the matter and receive the funds that were owed to me, I was asked to provide proof of payment for the last 12 months. I found this request odd since they could access that information directly. However, I sent them the divorce decree, which they requested along with my ID. But unfortunately, they did not follow through with their promise to pay me.It's been almost three years, and I'm still waiting for the money that is rightfully mine. I'm frustrated and disappointed that a large corporation like Mr. Cooper would hold onto my funds in the midst of a pandemic, especially when this issue could have been resolved much earlier.I've included all the necessary documents, such as the divorce decree and the quit claim deed from my former spouse, which should have made the transaction easy to process. I understand that closing my accounts with *****, my former bank, has made it difficult to provide proof of payment for the last 12 months. However, I did remind Mr. Cooper that they have access to those records on their side and that it would show clearly that I was the person making the payments.I'm grateful for any assistance you can provide to help me resolve this matter. I'm hopeful that with your help, Mr. Cooper will release the funds that are rightfully mine.Thank you for taking the time to read my message, and I appreciate any help you can provide.Sincerely,*******************************
Customer Answer
Date: 04/04/2023
I hereby intend to submit a document, which I have obtained from Mr. Cooper, for your review and consideration. It is important to emphasize that the aforementioned document contains the name of my former spouse, who, despite being mentioned therein, possesses no legal entitlement or interest in the property or the reimbursement referenced within the document.
Customer Answer
Date: 04/13/2023
I received this extension letter from Mr. Cooper.
Customer Answer
Date: 04/19/2023
Dear BBB,
I am writing to seek your professional guidance and assistance in addressing an issue concerning the unclaimed property with Nationstar Mortgage LLC, also known as Mr. Cooper.
Recently, instead of receiving a check for the unclaimed property, I have been sent two separate notices from Nationstar Mortgage LLC, informing me that my property shall be turned over to the state in the absence of timely communication with them. Enclosed, please find the copies of the said letters for your reference.
Despite my initial complaint explicitly requesting a refund check, it appears that Nationstar Mortgage LLC has yet to take any action towards resolving the matter. The continued delay in addressing my concerns has caused inconvenience and dissatisfaction.
As such, I kindly request the intervention of the Better Business Bureau in this matter to expedite the resolution process. Your expertise and authority in handling such cases will undoubtedly prove instrumental in ensuring that Nationstar Mortgage LLC fulfills its obligations.

Please do not hesitate to contact me should you require any additional information or clarification. I sincerely appreciate your prompt attention and assistance in resolving this matter.
Please find the letters from Nationstar attached below.
Customer Answer
Date: 04/19/2023
Subject: Urgent Intervention Request: Long Overdue Refund Check from Nationstar Mortgage LLC
Dear BBB,
In my previous correspondence, I mentioned the issue with Nationstar Mortgage LLC, also known as Mr. Cooper, concerning the delayed issuance of a refund check. I would like to emphasize that the check in question is already three years overdue, which further underscores the urgency of this matter.
Given the extensive delay, waiting an additional **** weeks for the check to be processed is absolutely unacceptable. I am seeking the immediate intervention of the Better Business Bureau to expedite the resolution process and ensure that Nationstar Mortgage LLC fulfills its obligations without further delay.
I appreciate your prompt attention and assistance in resolving this matter. Please contact me should you require any additional information or clarification.
Thank you for your cooperation.
Sincerely,
Business Response
Date: 04/20/2023
Please see attached resolution letter.
Initial Complaint
Date:03/21/2023
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.
End of Dec 2022 to Jan 2023 I was told on Mar 21, 2023 that Mr. Cooper's payment system was going through an update. Mr ********************** has my mortgage for my primary residence in GA. Jan 1, 2023 my payment was submitted for my loan via Auto pay which I have been paying my mortgage with Mr ********************** for several years without any issues or missed payments. In their system the payment was reversed the same day and sent back to my bank with no notification to me about the reversal payment at all. Feb 2, 2023 I receive a paper statement about my mortgage (as usual) and it shows an overdue balance from January's payment along with a late fee. I was concerned and curious so I called Mr ********************** and spoke to them about the issue, make a double payment over the phone, they apologize for the issue (it was not told to me then Feb 2, 2023 that there was a payment system update that caused the issue) they remove the late payment fee and tell me everything is good to go. Mar 21, 2023 I speak to Mr ********************** and USAA about applying for a loan for a rental property and USAA notifies me that there is a recent hit on my credit report that is affecting my credit score. I was just on the phone with Mr ********************** 20mins before and they never notified me of an issue. I then look at my credit report and see that on Mar 7, 2023 Mr **********************/Nation Star reported a late payment to the credit bureau regarding the issue back in Jan 2023. I began contact with Mr ********************** via their chat feature and call them on the phone. This is when I find out about the payment system update back in Jan and that they reported it because the payment was late. My biggest concern is that if I had not been attempting to purchase a house I would have never know this was affecting my credit score. Mr ********************** never notified me about the issue until it was too late and never took into account my flawless payment history before reporting to the credit bureau and now I am being punished for their mistake which will take up to 30 days to "fix"!
Business Response
Date: 04/03/2023
Please see the resolution letter attached.
Dear *************************:
Thank you for reaching out to us.
We received your inquiry on March 21, 2023, via the Better Business Bureau (BBB) Portal 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 regret to hear of the experience mentioned in your correspondence. We hope the information we
provide clarifies what occurred.
On January 1, 2023, we received a payment in the amount of $1,584.73 which was returned as
insufficient funds on January 11, 2023. A late charge of $49.29 was assessed on January 18, 2023,
however waived the same day. The payments following the return payment from February 2023 through
April 2023 have been received and applied to the account accordingly.
On March 27, 2023, we submitted an update to the credit reporting agencies with instructions to adjust
their records for your credit history as follows:
Please remove the negative credit information reported for the month of January 2023.
Until the credit reporting agencies have adjusted their records as requested, please use this letter as a
temporary verification to confirm the credit correction update has been submitted. Please allow the
credit reporting agencies five (5) days to complete the update.
Mr. Cooper reports credit information to the following credit reporting agencies:
*************************
511 *********
*******, ** 31005
April 3, 2023
ACCOUNT INFO
LOAN NUMBER: 1824574840
CASE NUMBER: 0006481047
REFERENCE: 91724612
PROPERTY ADDRESS:
511 *********
*******, ** 31005
MORTGAGOR:
*************************
Experian TransUnion Equifax Innovis
************ ************ 800-685-5000 800-540-2505
As of the date of this response the account is current and next due for the May 1, 2023, monthly payment.
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,
*********************************
Customer Relations Specialist
**********************
P.O. Box 619098
******, ** **********
Phone: **************
Facsimile: **************
E-mail: *************************************************
Enclosures 2
By BBB Portal

Business Response
Date: 04/03/2023
Please see attachments.

Dear *************************:
Thank you for reaching out to us.
We received your inquiry on March 21, 2023, via the Better Business Bureau (BBB) Portal 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 regret to hear of the experience mentioned in your correspondence. We hope the information we
provide clarifies what occurred.
On January 1, 2023, we received a payment in the amount of $1,584.73 which was returned as
insufficient funds on January 11, 2023. A late charge of $49.29 was assessed on January 18, 2023,
however waived the same day. The payments following the return payment from February 2023 through
April 2023 have been received and applied to the account accordingly.
On March 27, 2023, we submitted an update to the credit reporting agencies with instructions to adjust
their records for your credit history as follows:
Please remove the negative credit information reported for the month of January 2023.
Until the credit reporting agencies have adjusted their records as requested, please use this letter as a
temporary verification to confirm the credit correction update has been submitted. Please allow the
credit reporting agencies five (5) days to complete the update.
Mr. Cooper reports credit information to the following credit reporting agencies:
*************************
511 *********
*******, ** 31005
April 3, 2023
ACCOUNT INFO
LOAN NUMBER: 1824574840
CASE NUMBER: 0006481047
REFERENCE: 91724612
PROPERTY ADDRESS:
511 *********
*******, ** 31005
MORTGAGOR:
*************************
Experian TransUnion Equifax Innovis
************ ************ 800-685-5000 800-540-2505
As of the date of this response the account is current and next due for the May 1, 2023, monthly payment.
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,
*********************************
Customer Relations Specialist
**********************
P.O. Box 619098
******, ** **********
Phone: **************
Facsimile: **************
E-mail: *************************************************
Enclosures 2
By BBB Portal
Initial Complaint
Date:03/21/2023
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 right to privacy AND YOU, MR. COOPER, violated that right!SO BEFORE REPORTING ANYTHING "ACCURATE OR INACCURATE " ON MY CONSUMER REPORT. FIRST !! MR.COOPER WAS SUPPOSED TO PROVIDE, me, ****** Washington, the consumer 3 REQUIRED OPT OUT DISCLOSURES. BEFORE THE **** OF OPENING THIS ACCOUNT FIRST!PLEASE SEND ME PROOF THAT MR. COOPER GAVE ME ALL 3 REQUIRED DOCUMENTS WITHIN THE NEXT 10 DAYS OF THIS LETTER. IF YOU CANNOT PROVIDE PHYSCIAL DOCUMENTATION OF ALL 3 REQUIRED DISCLOSURES BEFORE THE **** OF OPENING THIS ACCOUNT, YOU MUST DELETE THIS ACCOUNT FROM MY CONSUMER REPORT ON ALL THE CONSUMER REPORTING AGENCIES IMMEDIATELY WITHIN 10 DAYS INCLUDING EXPERIAN, TRANSUNION, AND EQUIFAX!
Business Response
Date: 03/27/2023
****** **********
*********************************;                                                                                                                  March 27, 2023
***********, ** 07621

ACCOUNT INFO
LOAN NUMBER: 0685261943
REFERENCE NUMBER: 0006478081
BBB CASE NUMBER: 91724528
PROPERTY ADDRESS:
******************************************************************

MORTGAGOR:
****** Washington


Dear ****** Washington:

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on March 21, 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.

Credit Reporting

In your correspondence, you stated that the three consumer agencies required opt out disclosures before opening this account. You also requested that Mr. Cooper provided you with all three required documents or delete your account from Experian, Transunion, and Equifax. Under the *********** Settlement Procedures Act (RESPA) and Regulation X, we are not required to respond to requests for information that are duplicative and substantially the same as previous requests. Your third and most recent request received on March 21, 2023, seeks substantially the same information as previously requested in your first and second requests. In your first and second requests, you disputed the negative credit reporting and requested for Mr. Cooper to remove the credit reporting for the account. Because you seek information substantially similar to information previously requested, for which we provided a response,we are not required to respond to duplicative information requests a third time.

Enclosed you will find the previous two correspondences sent to you regarding your request to delete your account from Experian, Transunion, and Equifax. Mr. Cooper respectfully denies your request to delete your account from the credit reporting agencies. Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA), Mr. Cooper is required to report complete activity to the credit reporting agencies based on actual events. If you believe there is an error in what has been accurate information to all credit bureaus. Mr. Cooper is also required by federal law to report accurate payments applied. Please provide documentation, such as a copy of the credit report, that substantiates that any of the information reported by Mr. Cooper is incorrect. You may fax this information to our ******************* at ************, by email to ******************************************** or by mail using the mailing address at the top of this letter.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred as Mr. Cooper is required to report complete and accurate information to all credit bureaus based on actual events. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Previous Letter (2)
Research Letter
Transaction History

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:

Hud.gov
Neighborworks.org
Business Response
Date: 03/27/2023
Attachment
Business Response
Date: 03/27/2023
Attachment
Business Response
Date: 03/27/2023
Attachment
Initial Complaint
Date:03/21/2023
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.
On or about December 15th, I received a conference call from ************************* at the Two Rivers title company with a representative from Mr. Cooper present on the line. The reason for the call was to inform me of a clerical error that occurred during the closing of the loan. It appeared that although Mr. Cooper's payoff letter was good until November 18th, Mr. Cooper paid the taxes and insurance early on November 17th, causing a shortfall in the payoff. It was also explained that an updated payoff of $166,941.97 had to be re-issued on December 23, 2022, with an expiration date of December 27, 2022. (please review the attached document)During this conversation, I agreed to the terms of the updated payoff and was assured that this discrepancy would not affect my credit score. In this discussion, it became apparent to me that a late payment could be assessed to my account due to **********************'s oversight. However, Mr. Cooper's representative assured me that this would not occur because of an administrative error occurring on behalf of Mr. Cooper, not myself or the Two Rivers title company. Upon further investigation into this matter, it is my understanding that this early payment of the taxes and insurance was not the normal business practice but could have been made due to concerns about the upcoming holiday and the timely payment of your own accounts. Also, I was informed that a representative of your organization called Two Rivers Title to rectify this matter at ************ on November 21st, 22nd and 23rd and documented no response. I called the number to find that this is a phone bank that requests contact information in order to speak to a person. Additionally, there is no record of a representative of Mr. Cooper attempting to contact ************************* at ************. I attempted to contact ******************, and she no longer works for the company. Furthermore, the amount escrowed was no longer available to me because, under the circumstances, the taxes and insurance had already been paid, which adds insult to this injury. It is my hope that this is just a clerical error and not some type of corporate reprisal. I feel that I have been harmed by this apparent negligence on the part of Mr. Cooper's accounting procedures. On February 17, 2023, I contacted Mr. Cooper via their dispute department, at which they advised me that it was no longer their concern. Lastly, the remedy I seek from the company at this time is the removal of the injurious entry to my credit report by Mr. Cooper.
Business Response
Date: 04/04/2023
please see attachments.

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

Thank you for reaching out to us.

We received your letter on March 21, 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.

We regret to hear of the experience mentioned in your correspondence. Our records confirm the payoff dated November 5, 2022, listed a payoff amount of $164,026.10 being due by November 18, 2022, in order to pay the loan off in full.

The taxes were disbursed in the amount of $3,110.44 on November 17, 2022, after to the payoff was generated on November 5, 2022. There was not an insurance payment that was disbursed. We received a wire of $164,077.02 which was applied to suspense as the payoff was short $2,104.64 at the time. The amount needed by November 28,2022, was $2,313.47 to pay the loan off in full. We attempted contact to Two Rivers Title Company LLC on November 22, 2022, and on November 23, 2022, to advise of the remaining amount due to pay the loan off.

Please know the payoff quote advises under ******, we will continue to make escrow disbursements up to the date of payoff. Disbursements may be paid up to 30 days before the due date.

On December 23, 2022, we spoke to the title company and advised of the reason the payoff was short and the payoff funds sent back on November 29, 2022. A new payoff quote was requested dated December 23, 2022, which listed a payoff amount of $166,954.97 being due by December 27, 2022. The payoff funds were received on November 29,2022, in the amount of $164,077.03 plus $2,130.56 deposited on December 23,2022 to cover the full payoff. The overage of $75.94 was disbursed on January 12, 2023.

Regarding your credit, our credit team reviewed your concerns and we advised on March 17, 2023, that we submitted an update to the credit reporting agencies with instructions to adjust their records for your credit history as follows:

Please report the account paid in full on December 23, 2022, at which time the account was current.Please remove all credit information reported after the paid in full date.

Until the credit reporting agencies have adjusted their records as requested, please use this letter as a temporary verification to confirm the credit correction update has been submitted. Please allow the credit reporting agencies five (5) days to complete the update.

Mr. Cooper reports credit information to the following credit reporting agencies:

Experian                  TransUnion                 Equifax                         Innovis
************      ************           ************            ***********

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:
Transaction History
Payoff Quotes (3)
Research Letter

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,

*********************************
Customer Relations Specialist
*************************
P.O.Box 619098
******,** 75261-9741
Phone:**************
Facsimile:**************
E-mail: *************************************************

Enclosures 5
By BBB Portal
Initial Complaint
Date:03/20/2023
Type:Product 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.
we changed banks that the payment comes out of in alotted time extra escrow money came out of proper account but they tryed to take payment out of old account which had no money in it both where on 3/1. then i got two overdrafts from bank because after i called them they tryed to take money out of wrong account again. then charged us $25 late fee after i had called them and told them it was wrong account. What i would like to know is why a company with such bad reviews and goverment actions against it is still able to buy peoples mortgages? and why does the payee not get a chose in who buys thier mortgage. this is BS and goverment should close them down.after talking hours on phone they will not credit back anything.
Business Response
Date: 04/03/2023
Dear ***********************:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on March 21,2023, 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:

You scheduled an online payment in the amount of $800.00 on March 1, 2023, and of that amount $715.23 was applied towards the March 1, 2023, monthly payment and $84.77 was applied to principal. The payment was returned on March 14, 2023, due to non-sufficient funds (NSF), and the loan was charged a $25.00 NSF fee on March 14, 2023. It was determined that there was no Mr. Cooper error as the bank account information was entered online to make the March 1, 2023 monthly payment. As a courtesy, on March 30, 2023, we waived the $25.00 NSF fee.

As of the date of this letter the loan is current and due for the May 1, 2023, monthly payment.

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:

Mr. Cooper 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.
Customer Answer
Date: 04/03/2023
I am rejecting this response because: due to them trying to money out of wrong account it cost me $64 in overdraft fees. the extra escrow was taken out on same day as payment but it came out of correct account but payment came out of wrong account. why did one come out correct and other did not.
Business Response
Date: 04/28/2023
Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on April 20,2023, 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:

You scheduled an online payment in the amount of $800.00 on March 1, 2023, and of that amount $715.23 was applied towards the March 1, 2023, monthly payment and $84.77 was applied to principal. The funds for this payment came from a account ending with the numbers ****. The payment was returned on March 14, 2023, due to non-sufficient funds (NSF), and the loan was charged a $25.00 NSF fee on March 14, 2023. It was determined that there was no Mr. Cooper error as the bank account information was entered online to make the March 1, 2023 monthly payment. As a courtesy, on March 30, 2023, we waived the $25.00 NSF fee.

The funds for the escrow deposit came from an account ending with the numbers ****. We do not show you made a payment with one of our **************** Representatives. As of the date of this letter the loan is current and due for the May 1, 2023, monthly payment.

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:

Mr. Cooper Transaction History

If you have any questions, please contact our **************** Department 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.
Business Response
Date: 04/28/2023
Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on April 20,2023, 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:

You scheduled an online payment in the amount of $800.00 on March 1, 2023, and of that amount $715.23 was applied towards the March 1, 2023, monthly payment and $84.77 was applied to principal. The funds for this payment came from a account ending with the numbers ****. The payment was returned on March 14, 2023, due to non-sufficient funds (NSF), and the loan was charged a $25.00 NSF fee on March 14, 2023. It was determined that there was no Mr. Cooper error as the bank account information was entered online to make the March 1, 2023 monthly payment. As a courtesy, on March 30, 2023, we waived the $25.00 NSF fee.

The funds for the escrow deposit came from an account ending with the numbers ****. We do not show you made a payment with one of our **************** Representatives. As of the date of this letter the loan is current and due for the May 1, 2023, monthly payment.

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:

Mr. Cooper Transaction History

If you have any questions, please contact our **************** Department 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: 04/29/2023
I am rejecting this response because: they took money out of account for escrow at same time as payment but took it out of closed account. Money was taken out for escrow and payment on same day. But payment money came out of closed account
Business Response
Date: 05/01/2023
Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) Portal on April 20, 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:

You scheduled an online payment in the amount of $800.00 on March 1, 2023, and of that amount $715.23 was applied towards the March 1, 2023, monthly payment and $84.77 was applied to principal. The funds for this payment came from a account ending with the numbers ****. The payment was returned on March 14, 2023, due to non-sufficient funds (NSF), and the loan was charged a $25.00 NSF fee on March 14, 2023. It was determined that there was no Mr. Cooper error as the bank account information was entered online to make the March 1, 2023 monthly payment. As a courtesy, on March 30, 2023, we waived the $25.00 NSF fee.

The funds for the escrow deposit came from an account ending with the numbers ****. We do not show you made a payment with one of our **************** Representatives. As of the date of this letter the loan is current and due for the May 1, 2023, monthly payment.

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:

Mr. Cooper Transaction History

If you have any questions, please contact our **************** Department 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: 05/01/2023
I am rejecting this response because: they tryed twice to take money out of wrong account. they took escrow out of right account but took payment out of wrong account

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