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

2,291 total complaints in the last 3 years.
813 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:03/19/2023
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.
my mortgage loan was sold by Mr ********************** on Feb 1 2023. I sent in my February 1 payment on January 26, and it was credited on January 27 by Mr. Cooper - as a principal payment rather than applying it as my February payment. then they sold my loan. My new mortgage company no says my February payment is late, when in truth all of my payments have been on time or early.I need that money back. My new mortgage company is roundpoint, and it is an online service. So I have had a very difficult time getting any assistance from them.I would like to lodge a complaint i against Mr *********************** They have been mishandled my impound account overall. they could not calculate my ******* property tax payments correctly, and routinely sent me notices threatening me with huge shortages and increased payments of $1000 or more. Time and time again, I had to spend days and hours on the phone trying to get it resolved. Yet every time they were finally resolved, Mr. Cooper messed it up all over again. in November, after spending 2 mo getting my impound straightened out and finally stabilizing my payment at $1385, they refunded everything in my the account calling it an overage! Then one month later they sent me a letter saying I had a shortage of exactly the same amount so now my payment was going to increase every month. This is irresponsible, causing ***** & unnecessary stress on anyone holding this mortgage, let alone a senior disabled citizen on a fixed income. What this company has put me through in terms of stress & ************ spent on the phone trying to fix everything, is unacceptable for anyone under any circumstances. I would like to file a formal complaint against Mr. Cooper, for the improper handling of my escrow impound account, & the improper handling of my February 2023 payment. I am requesting a refund of that payment, since it was not posted properly. i have had to BORROW money to make an extra payment & bring my account current. thank you ***************************
Business Response
Date: 05/05/2023
Please see the attached Resolution Letter.
Initial Complaint
Date:03/19/2023
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.
my taxes increased significantly, I called mr ********************** as in previous yrs this same issue has arose and took a month or two to resolve, this time my claims have been gone as dismissed, being told the taxes at this time are accurate but they are not, I've also been told that the taxes are on a web site they pull and can not change, which I also know is not true as bills are sent out when i was mailed out the increase in October I called immediately and was told they would look into it, I received a call back stating I was correct and taxes were being adjusted, I called back in December as they still showed the higher *** and was told i'd have to wait for them to adjust it, my payment went from around ***** to now almost **** monthly and every year we go though same process except this yr they are unwilling to resolve the issue per my township my school taxes are ******* my two are ****** my county are ****** based on what is on mr ********************** escrow i've paid school of ********* , two of ******* and county of ******* which is double,
Business Response
Date: 04/07/2023

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

Thank you for reaching out to us.

We received your letter through the Better Business Bureau (BBB) on March 26,2023, 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 confirmed that there were no overpayments made which was verified per the county website and the tax collector which our office spoke with during the verification process. If you have any additional questions regarding escrow payments or escrow surplus,please contact our office. We refute any allegations of overpaying the taxes as described in your correspondence. We found no record of the school taxes being paid in the amount of $10,073.25, township taxes paid in the amount of $1,672.72 and county taxes of $1,223.50.

After reviewing your escrow account, we found that for the tax year of 2022 for parcel number 1268E00051000000 the annual payment for county taxes were paid on March 31, 2022, in the amount of $649.42. The annual township taxes for 2022 were paid in the amount of $608.29 on May 31, 2022, with the annual school district taxes paid in the amount of $3,783.74 on August 31, 2022. For the tax year 2023, the annual county taxes were paid on March 31, 2022, in the amount of $649.42.

For the tax year of 2022,under parcel number 1269H00170000000 the annual county taxes were paid on March 31, 2022, in the amount of $4.17. The annual township taxes for 2022 were paid in the amount of $3.46 on May 31, 2022, with the annual school district taxes paid in the amount of $23.22 on August 31, 2022. For the tax year 2023, the annual county taxes were paid on March 31, 2022, in the amount of $649.42. For the annual tax year 2023 the county taxes were paid in the amount of $4.17 on March 31,2023.

Due to an escrow shortage of $4,558.77 the monthly contractual installment is increasing from $1,115.93 to $1,786.59, which will ensure there are funds available to cover any disbursements from the escrow account for the current year. We have enclosed a copy of the Escrow Statement for your review.

Please be advised that according to Section 10 of the *********** Settlement Procedures Act (*****), the lender may require a cushion, not to exceed an amount equal to two months of the total disbursements for the year. Please refer to the ***** guidelines at HUD.Gov for more information.

Minimum Required (Escrow)Balance

The minimum required balance is the lowest positive balance allowed in your escrow account at any given timethis positive balance is also known as a cushion requirement.

This helps us minimize the impact to your monthly mortgage payment when property tax and insurance rates increase.

We may require your escrow account to always contain at least twice (2x) your monthly escrow contribution,not including mortgage insurance, in accordance with state and federal law.

Example:

If youre currently required to put $500.00/month into escrow, your minimum required balance or escrow cushion could be $1,000.00.

This information is provided on our Escrow Review Statement we provided for your review and website at www.mrcooper.com/help-center/escrow/minimum-required-balance.

Our records do not reflect that we have spoken with you in October 2022. When we spoke with you on November 5, 2022, it was noted that you were inquiring about the tax amounts being paid and a research request was opened with our *************** We advised you of the outcome of the tax research on November 30, 2022. A subsequent call was received on December 28, 2022, and you were advised that the taxes were up to date for the county, township, and school taxes.

***** 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:
Detailed Transaction History
Escrow Statement

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

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:03/18/2023
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.
This company has incorrectly posted payments to my account which has resulted in late payments reported to my credit reports which is erroneous. For example they "say" they got January 2019 payment on January 31, 2019 but I have a bank statement and my bank has confirmed MR. Cooper drafted my bank account January 8, 2019. They have also charged late fees due to their posting errors. And this is not the only month they did this I have about four months of incorrectly posted payments and over $4,000 of my payments they have not even recorded in their system. But they put the blame on me instead of agreeing to look at the documentation and receipts I have provided from my bank. They only believe what their system shows and will not admit they are wrong. I was given the phone # and e-mail for a Consumer Relations manager @ MR. Cooper but he ignores my calls and e-mail.
Business Response
Date: 03/31/2023
Dear *********************** ********:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) on March 20, 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 the bank statements on file, we found that on December 31, 2018, a payment of $1,703.25 was processed online which was applied to the December 1, 2018, monthly installment of $1,646.19, and a late fee of $57.06. Payments processed online will not debit the bank immediately and can take a few business days. It appears we were not able to collect this payment on January 3, 2019; however,it did go through successfully on January 8, 2019.

On January 31, 2019, a payment in the amount of $1,703.25 was processed online which was applied to the January 1, 2019, monthly installment of $1,646.19, and the late of $57.06.

On February 28, 2019, a payment was received in the amount of $1,703.25, which was applied to the February 1, 2019, monthly installment of $1,646.19, and the late fee of $57.06.However, this payment was returned on March 12, 2019, as non-sufficient funds (***). This caused the February 1, 2019, monthly installment to become 30 days delinquent.The February 1, 2019, installment was made up on March 14, 2019, with a phone payment in the amount of $1,646.19.

On March 31, 2019, a payment was received in the amount of $1,845.30, which was applied to the March 1, 2019, monthly installment of $1,758.24, the late fee of $57.06, and the *** fee of $30.00. However, this payment was returned on April 11, 2019, due to non-sufficient funds.

An additional payment was received on that same day, April 11, 2019, in the amount of $1,858.24, which satisfied the March 1, 2019, monthly installment, and the remaining $100.00 was applied towards the escrow account.

On May 3, 2019, a payment was received in the amount of $1,932.36, which was applied to the April 1,2019, monthly installment of $1,758.24. The remaining $174.12 was applied to the suspense account, as it was not sufficient to complete a monthly installment.

On May 6, 2019, a web payment in the amount of $1,932.36 was received and applied towards the May 1, 2019,monthly installment for $1,758.24. The remaining $174.12 was applied to late fees. This payment was reversed on May 7, 2019, due to **************** changing his bank account information.

On June 7, 2019, a payment was received in the amount of $1,758.24, which was applied to the May 1, 2019,monthly installment.

On July 5, 2019, a payment was received in the amount of $2,046.48, which was applied to the June 1, 2019,monthly installment for of $1,758.24, with the remaining $288.24 applied to the suspense account as it was not sufficient to complete a monthly installment.

On August 1, 2019, a payment was received in the amount of $1,800.89, which was applied to the July 1, 2019, monthly installment of $1,758.24. The remaining $42.65 was combined with $288.24 from suspense account to cover four (4) late fee payments of $57.06 each, one (1) late fee of $42.65, and two (2) *** fees of $30.00 each.

On August 23, 2019, a payment was received in the amount of $1,815.30, which was applied to the August 1, 2019, monthly installment of $1,758.24, with the remaining $57.06 applied to the late fee.

On September 30, 2019, a payment was received in the amount of $1,815.30, which was applied to the September 1, 2019, monthly installment of $1,758.24, with the remaining $57.06 applied to the late fee.
However, this payment was returned on October 10, 2019, for non-sufficient funds. Therefore, it caused the September 1, 2019, monthly installment to become delinquent.

On October 11, 2019, a payment was received in the amount of $1,758.24, which was applied to the September 1,2019, monthly installment.

On November 4, 2019, a payment was received in the amount of $1,818.24, which was applied to the October 1, 2019, monthly installment of $1,758.24. The remaining $60.00 was applied to the suspense account, as it was not sufficient to complete a monthly installment.

On December 6, 2019, we received a web payment in the amount of $1,698.24, which was combined with the $60.00 from the suspense account, to satisfy the November 1, 2019, monthly installment of $1,758.24.

On December 31, 2019, the account was brought current with a payment in the amount of $1,758.24. The funds were used to satisfy the December 1, 2019, monthly installment.

You indicate that your payments were running a month ahead. However, our records show that the loan was only prepaid for one month after two (2) payments were received on August 16, 2018. No payment was received in the month of September 2018; therefore,the loan was no longer a month ahead as you believed.

Upon reviewing the payments for the year of 2019, and based on actual account activity, we can confirm that the payments were applied correctly, the assessed late fees are valid, and the negative credit reporting is true and accurate.

As a financial institution, Mr. Cooper has an obligation under the Fair Credit Reporting Act to report account payment history accurately, whether it is favorable or unfavorable. Therefore, we must respectfully decline the request to remove the negative reporting from the credit file. Account information cannot be changed unless it can be demonstrated that the information is inaccurate due to an error in reporting.

Our research indicates 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.

We were able to speak with the representative, ***********************, he informed us that he has not received any phone messages or emails from you. If you have the dates when you contacted ****************** or copies of emails, please provide them so that we can further investigate.

As of the date of this letter, the loan account is due for the April 1, 2023, monthly installment. Mr. Cooper strives to provide excellent customer service, and we are sorry to hear of your dissatisfaction with your most recent experience.

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

Enclosure
By BBB Portal
Customer Answer
Date: 04/02/2023
I am rejecting this response because: The information on Mr. Cooper's system in FALSE!!!!!!!!!!

I paid the December 2018 payment on December 1, 2018 the funds were drafted from my bank account on December 3, 2018.
But they did not post the payment until December 31, 2018 in their system and this is what they have done every month for several years and have charged late fees and reported incorrect late payments. No one at Mr. Cooper has taken the time to review the data I have sent. I have the president of the company contact information now I am going to send him the data and the response from his staff because they have failed to accurately respond to my concerns.
I don't know what more I can do as a consumer to get someone at Mr. Cooper to actually take the time to hear my concern and address it. All they do is regurgitate their payment history in a response to my letter. They don't even look at the proof I have sent them that they are wrong. They all offer contact information to call them if I still have questions but they never respond to voice mail or e-mail. I guess I may need to go ahead and contact this attorney I found that has represented other Mr. Cooper customers and have him proceed with legal matters.

Business Response
Date: 04/27/2023
Dear *********************** ********:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) on April 19, 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.

Pursuant to the conversation we had on April 4, 2023. We went over the payment application concerns that were previously brought to our attention.

Initially we discussed how the loan was paid ahead in the month of August 16, 2018, when we received two (2) payments each for $1,646.19. This brought the loan due for the October 1, 2018, payment. You advised us that your intention was to have the account paid in advance. However, we did not receive a payment in the month of September 2018, to continue to have account paid ahead.

On October 15,2018, Mr. Cooper only received $900.00. The funds were placed into the suspense account, as it was not sufficient to complete a monthly payment. Mr. Cooper received $758.25 on October 26, 2018, and we combined it with $887.94 from the suspense account to complete the October 1, 2018, payment for $1,646.19.

The November 1,2018, payment was remitted at the end of the month on November 30, 2018. As such, the funds would not have been withdrawn/processed from your bank account until early December. The December 1, 2018 monthly payment was remitted on December 31, 2018, and would not have been withdrawn/processed from your bank account until early January. The January 1, 2019, payment was remitted on January 31, 2019. The withdrawal from your bank account would be processed in early February. The February 1, 2018 payment was remitted on February 28, 2019,and would have shown processed from your bank until early March. However, this payment was reversed due to non-sufficient funds on March 12, 2019. This brought the loan back due for the February 1, 2019 payment.

An additional item we discussed in our conversation was the two (2) payments processed in May of 2019. Your concern was that we credited the account for a refund and then withdrew the same amount a few days after. After further investigation we found that on May 3, 2019, we received a payment of $1,932.36. Mr. Cooper applied $1,758.24 towards the April 1, 2019, payment and $174.12 towards suspense. On May 6, 2019, we received $1,758.24 and it was combined with the funds from the suspense account to apply $1,758.24 towards the May 1, 2019 payment, $114.12 towards late fees and $60.00 towards non-sufficient funds fees.

However, on the same day you requested to have $1,932.36 refunded back. Instead of refunding the May 3, 2019 payment we received, on May 7, 2019, we reversed the payment received on May 6, 2019, along with the $174.12 we initially applied to the suspense account from the payment we received on May 3, 2019.

Pursuant to the **** Bank Statement provided, the second payment for $1,758.24 was not processed from the **** account. You advised within the call that a new account was opened with Chase and processed the May 6, 2019 payment from that account.The credit showing on May 7, 2019, was a failed collected attempt for the payment processed on May 3, 2019. A fee was added by **** for the returned item. A second attempt was made on May 10, 2019, to collect the payment that was processed on May 3, 2019, as we still had that payment posted in our system.

Since we refunded part of the May 3, 2019, payment ($174.12) to you on May 7, 2019, it caused an outage on our end. As such, once we were able to fully collect the May 3, 2019, payment it made the account whole. We recommend you review the Chase account for the refunded payment.

The resolution letter dated March 30, 2023, explains in detail the payments received in 2019,how they were applied and when they were returned for non-sufficient funds. We have enclosed a copy of the resolution letter for review. We have also enclosed a copy of the payment history to show when all payments were received and when late fees were assessed for the loan. If payments are not received by the 16th of the month, Mr. Cooper will assess a late fee. The payment history will also show when payments were returned due to non-sufficient funds.

We have explained verbally and in writing the application of each of the payments you provided proof of. While we understand you feel there is a total of $4,000.00 that has not been applied to the loan account, you did not provide evidence to substantiate these claims. Our records indicate that Mr. Cooper has applied your payments correctly. Notwithstanding the foregoing, we would appreciate the opportunity to investigate your concerns in greater detail. If you believe that Mr. Cooper has misapplied any payments, we ask that you provide proof of such payments for further research. Acceptable forms of proof of payment include front-and-back copies of negotiated instruments (checks, money orders, etc.) or complete bank statements for the relevant time period in which any electronic payments may have been processed to your loan account.

Unfortunately,I have no record of receiving phone calls or emails from you apart from the email received on April 3, 2023, when you replied to the email, I sent you which provided a copy of the response letter addressed to the ***** ********** of ******* and Mortgage Lending. We did speak on April 4, 2023, and discussed all the payment applications as stated above.

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:
Payment History
Resolution Letter dated March 30, 2023
**** Bank Statement
Note

If you have any questions, please contact our Customer Service ********** 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 Advocate
PO Box ******
******, ** **********
Phone:**************
E-mail: ****************************************************

Enclosures 4
By BBB Portal
Customer Answer
Date: 04/27/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/18/2023
Type:Product 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.
Mr. Cooper has our mortgage. They properly paid out property tax in Dec 2022. They on 17 Jan 2023 they paid the property tax of someone else out of my escrow, and then wanted to update my escrow to cover the shortage by over $1000 a month! After numerous phone calls and having to deal with multiple offices and supervisors, they realized they messed up and erroneously paid the property tax of someone else. But, they continue to carry it on my escrow account. This has nothing to do with me and they say they can't resolve until they get the money back from the county they erroneously paid to which could take 3-6 months. To top it all off, I've become 100% disability through the VA which exempts me from property taxes. The county tax bureau sent me a letter confirming I am exempt back to 17 Nov 2021. They say they can't do anything until they get next years tax bill...which there will be none! Not happy with their process and the way they are manipulating the escrow account to fulfill their accounting problems.
Business Response
Date: 04/12/2023
Please see attached resolution letter.
Customer Answer
Date: 04/12/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/17/2023
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.
This company has boughten my mortgage from ************************* With Rushmore my payment due date was not until the end of the month as that is how I get paid and my bills are laid out. This company has bought me my mortgage and ensured my due date would stay the same. However three months into making payments as normal towards end of the month they have added a late fee since it was not on the 1st. Very unprofessional... I've had customer service tell me my account was noted with payment date until the end of the month and another person who tells me she is wrong. All my phone calls are recorded but they refuse any of the recordings..
Business Response
Date: 03/27/2023
Please see the attached resolution letter.
Business Response
Date: 03/27/2023
Please see resolution letter attachments .
Business Response
Date: 03/27/2023
Attachments
Customer Answer
Date: 04/04/2023
I am rejecting this response because: Ive reviewed all the documents that were provided. As I told you guys on the phone the previous lender had an exception to my act to pay at the end of the month. I had noticed your due dates when you purchased the loan. With that I had called and was told by you guys that the exception rolled over as they do for special circumstances. If I need to provide audio recordings I can. I was not given a call or a notice that you guys had changed my due date after speaking on the phone. It wasnt until my last mortgage payment that there was a late fee. *** never missed a payment and Im astonished that you guys cant simply change a due date as you go for other people.
Business Response
Date: 04/25/2023
Please see attached resolution letter.
Business Response
Date: 04/25/2023
Please see attachments
Business Response
Date: 04/25/2023
Please see attachments.
Initial Complaint
Date:03/17/2023
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.
After our loan was sold to Mr. Cooper, we were never made aware that we are required to pay our mortgage on the 15th of each month (instead of the 30th as with her previous mortgage company.) we have been paying on time and the 30th but they have been charging us fees which we would like waived. We would also like to skip a payment so that we can get back on schedule for paying the mortgage on the 15th.
Business Response
Date: 03/27/2023
Please see attached resolution letter and enclosures.
Business Response
Date: 03/27/2023
Please see attachment.
Initial Complaint
Date:03/16/2023
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've been paying a mortgage on time for a property for 17 years with no problem.Mr ********************** took over loan servicing and keeps adjusting the amount of the escrow payment, 3 times in 5 months.Every time they adjust the payment up, they *WILL NOT ACCEPT ANY PARTIAL PAYMENT* and instead put all funds in an "unapplied funds account" and none of the funds are credited to the mortgage payment. So this is what happens. 1) They increase the escrow amount needed which increases the payment due. 2) They receive an automatic payment from me for the old amount but since it does not match the new account, they will not credit any payment. 3) They then want to charge a late fee. 4) They don't allow me to add funds to the unapplied funds account. So this problem keeps happening. I need Mr ********************** to find a way to stop acting in this way. I understand why they do this as it creates more revenue for them .
Business Response
Date: 03/27/2023
**************************
**********************. 1                                                                                               March 27, 2023
*******, ** 05055

ACCOUNT INFO
LOAN NUMBER: 0697716157
REFERENCE NUMBER: 0006462282
BBB CASE NUMBER: 91723195
PROPERTY ADDRESS:
********************************************

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


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

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on March 17, 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 Mr. Cooper has adjusted the amount of the escrow payment three times in five months for your loan. You further stated that every time the payment is adjusted up Mr. Cooper will not accept a partial payment, all the funds are being placed in an Unapplied funds account, and none of the funds are credited to the mortgage payment. Review of the account determined the loan servicing transferred to Mr. Cooper, subservicer for ************* Servicing, LLC (Mr.Cooper) as of August 1, 2022. At the time of the loan servicing transfer, the most recent escrow analysis was generated by the prior servicer of the loan and the enclosed Annual Escrow Account Statement dated November 3, 2021, was sent to you with information that the monthly payment was adjusted to an amount of $******** as of January 1, 2022.

Please note that it is required by the *********** Settlement Procedures Act (RESPA) to complete an analysis each year to ensure the escrow account is properly funded. The amounts of the taxes and insurance can change over time and are not determined by Mr.Cooper. Please note that the state scheduled annual escrow analysis occurs in February of each year. However, the escrow analysis completed in November 2022 was generated in order to prevent more than 12 months without an escrow analysis being performed on the account. As such, the Escrow Review Statement dated November 8,2022 was sent to you with information that there was an escrow shortage in the amount of $956.54. Therefore, the monthly mortgage payment was updated to an amount of $1,396.09 as of January 1, 2023.

Funds in the amount of $******** posted to the account on December 16, 2022 and was applied as a Principal payment, according to the payment hierarchy for the loan as the monthly payment due December 1, 2022 already posted to the account on October 10, 2022.

Funds in the amount of ******** posted to the account on January 17, 2023, and were placed in the unapplied funds account as the funds were insufficient to be applied toward the January 1, 2023 monthly payment of $1,396.09.

You spoke with a Mr.Cooper agent on January 30, 2023, regarding the status of your account. The agent advised you that the total amount due to bring the account current at that time was $121.66. During the conversation, you submitted a payment in the amount of $121.66. This amount was added with the above referenced unapplied funds and a total of $1,396.09 posted to the account on the same day that was applied toward the January 1, 2023, monthly payment.

The Transaction History also reflects funds in the amount of $876.83 posted to the account on January 31, 2023, and were deposited into the escrow account.

An Escrow Analysis was completed on February 21, 2023 and the Escrow Review Statement dated February 22, 2023, was sent to you with information that there was an escrow shortage in the amount of $598.15. Therefore, the monthly mortgage payment was updated to an amount of $1,403.61 as of April 1, 2023.

On March 14, 2023, a total amount of $1,396.09 posted to the account. An amount of $1,316.38 was applied toward the March 1, 2023, monthly payment, while the remaining amount received of $79.71 posted as a Principal payment.

Please note that the account is serviced according to the Mortgage/Security Instrument executed at your loan closing. Please see Section 1 of the enclosed Mortgage/Security Instrument that states the following:

Lender may hold such unapplied funds until borrower makes payment to bring the loan current. If borrower does not do so within a reasonable period of time, lender shall either apply such funds or return them to borrower.

Upon receipt of this correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them. While we realize our service may not align with your expectations, it is our hope that this additional clarification will help ease any reservations you may 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 the escrow analysis completed in November 2022 was generated in order to prevent more than 12 months without an escrow analysis being performed on the account. The escrow analysis generated and Escrow Review Statement dated February 22, 2023 was sent to you according to the state schedule. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Escrow Review Statement (2)
Mortgage/Security Instrument
Previous Servicer Escrow Statement
Transaction History
Unapplied Funds Letter
Welcome Letter

If you have any questions, please contact our *************************** at ************ or via mail at ********** ****************************************************************. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m.to 12 p.m. (**). 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 7
By BBB Portal

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Initial Complaint
Date:03/15/2023
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 retired from the ******* in march of 2022 and was determined to be 100% disabled and tax exempt. I filed an exemption with my county (Duval) in ******* and the tax exemption began the 2023 tax year. All documents were submitted to Mr. Cooper in November. Mr. Cooper hasn't made any effort to update my account and customer service representatives are unable to tell me as to why. Mr. Cooper does not respond to any form of correspondence. They continue to take huge sums of money and place into my escrow.
Business Response
Date: 03/29/2023
Dear ***********************:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) on March 16, 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.

Tax Exemption

After reviewing your account, we have no records of receiving tax exemption documentation in the month of November 2022. However, we did speak with you on December 1, 2022,regarding the tax exemption paperwork you received from the county and that you would be providing it to us. An exemption verification request was submitted on the same day to our tax vendor.

Our tax vendor completed the request on December 2, 2022, and stated the per the Duval County ********************* the account was only approved for the homestead exemption at the time. A new request was submitted to our tax vendor on your behalf on March 7, 2023. The request was completed on March 14, 2023, by our tax vendor and they advised that you were approved for a partial homestead exemption for the year of 2022. They also mentioned they have no documentation regarding 100% veteran exemption and to provide supporting documentation.

Upon receiving your correspondence, we reached out to our tax vendor once again to verify the exemption status. On March 24, 2023, we were able to verify through the Duval County ******************** that you are now reflecting as 100% veteran tax exempt for the 2023 taxes and the file has been updated accordingly.

A new escrow analysis was completed on March 27, 2023, effective April 1, 2023. As the taxes are exempt the monthly payment has decreased from $1,458.23 to $1,205.56 and there is also an escrow surplus of $900.73. The check along with the escrow analysis will be sent under separate cover within five to seven (5-7) business days. We regret any inconveniences this may have 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 no error occurred. You have the right to access the documents we used in this investigation, but only our internal systems were utilized.

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). 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 Advocate
PO Box ******
******, ** **********
Phone: **************
E-mail: ****************************************************

By BBB Portal
Initial Complaint
Date:03/15/2023
Type:Customer Service 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.
Back in 2021 we filed for the covid relief. Filled out the necessary paperwork not once but twice the second time I know they got the paperwork because they sent a notary to the house and I got a tracking number and it was received. Now 2 years later we are being told that there is a page missing per the county and paperwork needs to be done again. The paperwork was sent to our house but dated for 2021 which is not excepted and we have set up a notary two times first time last week and I missed 2 hours of work as we sat here and waited and they never showed up. They set up another for March 16 and luckily we called again to make sure coming and was told they are not because they have to have all the paperwork as current but no one was going to call. I have asked for a supervisor over the last ten days 7 phone calls each adleast ***** minutes long!!!! No one knows what they are doing there !!!! I want a call from a supervisor getting this resolved and also my ****** gift card that we were promised if paperwork would be done on time which would compensate for my missed time at work
Business Response
Date: 03/30/2023
Please see the attached resolution and enclosures
Customer Answer
Date: 03/30/2023
I am rejecting this response because: Of all the problems I have had with Mr ********************** in the past I do not want this file closed till I receive the gift card
Business Response
Date: 04/28/2023
Please see the attached response and enclosures
Initial Complaint
Date:03/15/2023
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.
We are submitting a complaint about Mr. Cooper and their failure to pay our School tax bill out of our escrow account as well as a failure to resolve this matter in a timely manner.We purchased our property, which consisted of 2 parcel ID's in March of 2022. We received a bill, in December 2022 that the School tax for one of the Parcels was not paid. We immediately contacted our loan servicer, Mr. Cooper, on December 5, 2022 to notify them of the missed escrow payment. We were assured that the missed payment would be paid and any late fees would be paid by Mr. Cooper. Since our first phone call with Mr. Cooper on 12/5/22, we have continued to follow up on the matter with phone calls on 12/19/22, 1/3/23, 1/18/23, 1/20/23, 2/6/23, 2/23/23, 3/7/23 and 3/15/23.We submitted several emails to their tax department with a copy of the unpaid ****************** on the Parcel ID's from the county on 12/19/22, 1/20/23, 1/24/23, 1/25/23 and 1/26/23 with no response and submitted several messages through our online account on 1/24/23, 1/25/23, 1/26/23, and 2/15/23 with no resolution.As of 3/15/2023, this delinquent school tax bill has not been paid. We spoke to the delinquent tax servicer who stated on 3/15/23 that they received a tax certification from Mr. Cooper in January 2023, but the bill has not yet been paid. We have made multiple phone calls into Mr. Cooper customer service escalation contact on 3/14 & 3/15 and was directed immediately to voicemail.Mr. Cooper refuses to let us speak directly to a tax/escrow specialist to get this matter fixed. This delinquent tax has been open for 90+ days without any resolution. Of note, on Dec, 7, 2020 the Consumer Financial ***************** filed a complaint and proposed stipulated judgment and order against Nationstar Mortgage, LLC, doing business as Mr. Cooper. The Bureau alleges that Nationstar violated multiple consumer laws including missed tax payments from borrower escrow accounts.
Business Response
Date: 03/29/2023
Dear *********************************:

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) on March 16, 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.

Delinquent ***es

Thank you for providing us with a detailed timeline of events.Our records reflect that we submitted a research request to our tax vendor, CoreLogic,on December 5, 2022, after you advised us that the school taxes for parcel 0327D000250000-00 were not paid. CoreLogic completed the research request on December 20, 2022 and advised that there were no delinquent taxes due/reported for parcel 0327D000250000-00.

Per your request, on January 20, 2023, a new request was submitted to our tax vendor to re-investigate the delinquent school taxes on parcel 0327D000250000-00, as you mentioned it belonged to a vacant lot next door. CoreLogic provided an update on the same day and advised that there were delinquent school taxes per the documentation provided. On February 13, 2023, CoreLogic provided an additional update, stating that the certification fee was sent to obtain a payoff.

On February 28, 2023, CoreLogic provided an update and advised that they were still waiting on the certification fee response and once it is received,we will do what is required to cure the delinquent taxes. Since the school taxes fell delinquent, they were turned over to Jordan *** Services to collect.CoreLogic was not aware of this. As such, a new certification fee was sent to Jordan *** Services to obtain the payoff amount. This update was provided on March 8, 2023.

On March 14, 2023, CoreLogic received the certification and determined that school taxes for parcel 0327D000250000-00 were delinquent in the amount of $1,249.09 ($1,076.01 base and $173.08 in penalties and interest).A payment was disbursed on March 15, 2023; however, only $1,076.01 was withdrawn from your escrow account, as you are not responsible for the penalties and interest. Per the ***** Tracking number ************, the check was delivered on March 27, 2023. Please allow a few business days for the posting of the payment.

It was ultimately determined that the prior servicer did not provide parcel 0327D000250000-00, at the time of the service transfer, which is why we did not issue a timely payment. The parcels have now been merged and parcel 0327D000250000-00 no longer exists.

Please note that our tax vendor, CoreLogic, is not customer facing;therefore, all communication must be done through the Mr. Cooper ****************** Any emails sent to CoreLogic are for informational purposes only and they will not provide a response. We regret any inconvenience this may have caused you.

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 on Mr. Cooper. However, there was an error on Better Mortgage for not transferring all the tax parcels. The error was corrected on March 15, 2023, by issuing the payment for the delinquent school taxes. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
Payment 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 Advocate
PO Box ******
******, ** **********
Phone: **************
E-mail: ****************************************************

Enclosure
By BBB Portal

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

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