Complaints

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  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Mr. Cooper

  8950 Cypress Waters Blvd Coppell, TX 75019-4620

  
• 

  Mr. Cooper

  750 State Highway 121 Bypass, Suite 101 Lewisville, TX 75067

  
• 

  Nationstar Mortgage LLC

  1164 Bishop St Ste 1211 Honolulu, HI 96813

  
• 

  Nationstar Mortgage, LLC

  38777 Six Mile Road, Suite 114 Livonia, MI 48152

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:03/11/2023

  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.

  ********** *** and ************************* We have been customers of Mr ********************** for over six years now. We have/had a excellent credit score of 780. We always paid our mortgage early and extra. At the end of last quarter we decided to refinance to do some much needed work on our home. During the refinance I was told we could go paperless and use their online app to make payments. So we did. I eventually noticed that the payments were being returned apparently they were being applied to our old account. I'm not sure why I because my new account number was in the app. I called many times to get this straighten out. For some reason they were even having problems taking my phone payments. Money was not the issue. We had the money we just needed some way to give it to them. This went on like this for months with many hours on the phone trying to straighten this out. I finally was put through to a specialist after we started receiving foreclosure notices. This was very distressing for us! I was assured all would be fine and that our credit should be ok. I was also told at some point that this had been an issue for many of Mr *********************** clients. We are in need of a car now and were just denied because of bad credit due to the fault of Mr *********************** Our credit limit has also been reduced. It's still to be seen how else this will effect us.I've been waiting for this specialist to return my call for a week now regarding their negative report. I want this credit stuff fix ****

  Business Response

  Date: 04/05/2023

  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) Portal on March 13, 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.
  
  After a detailed review of the account, it was determined that you did make timely payments in December 2022, and January 2023, however, due to an issue with our new payment vendor, your timely payments were returned in error, and we do apologize.  The December 1, 2022, monthly payment posted on December 5, 2022, with an effective date of December 3, 2022 in the amount of $1,162.67. The payment was returned on December 13, 2022, and as a result of the returned payment, the loan was charged a $25.00 non-sufficient funds (***)fee, and a $45.52 late fee on December 13, 2022. On December 19, 2022, we waived the *** fee in the amount of $45.52, and late fee in the amount of $25.00.
  
  Funds posted on January 27, 2023, in the amount of $1,180.00, and of that amount $1,162.67 was applied towards the December 1, 2022, monthly payment and $17.33 was placed in suspense. To correct the error of the funds not posting on December 3, 2022, as you intended, on April 4, 2023, we back dated the funds that posted on January 27, 2023, in the amount of $1,180.00 and reapplied them with an effective date of December 3, 2022.
  
  The January 1, 2023,monthly payment posted on January 3, 2023, in the amount of $1,162.67, and the payment was returned on January 6, 2023. On February 1, 2023, a payment posted in the amount of $1,162.67, and it was applied towards the  January 1, 2023, monthly payment. To correct the error of the funds not posting on January 3, 2023, as you intended, on April 4, 2023 we back dated the funds that posted on February 1, 2023, in the amount of $1,162.67 and reapplied them with an effective date of January 3, 2023.
  
  Mr. Cooper understands the importance of accurate credit reporting, as such on March 27, 2023, we sent the enclosed letter to the credit reporting agencies with a request to adjust their records to reflect no negative credit information reported on the loan for the month of January 2023.
  
  We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you may have encountered. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers.
  
  Mr. Cooper Reports to the following Credit Reporting Agencies
  
  Experian TransUnion Equifax Innovis
  ************** ************** 1.800.685.5000 1.800.540.2505
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred on December 13, 2022, and January 6, 2023, when the monthly payments were returned. We corrected the error on April 4, 2023, by back dating the payments with the correct effective dates of December 5, 2022, and January 3, 2023. We reported a late payment for the month of January 2023, and we corrected the error on March 27, 2023, by sending a request to the credit reporting agencies to remove the negative information. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Initial Escrow Account Disclosure Statement
  Mr. Cooper Transaction History
  March 27, 2023, Credit Letter
  Mortgage Loan Statement
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  As of the date of this correspondence, the account is current and contractually next due for the April 1, 2023, monthly installment. Enclosed is the most recent billing statement that indicated the current unpaid principal balance, the current escrow balance,and suspense balance.
  
  The most recent Escrow Analysis is not enclosed as it has not been generated because this is generally done yearly, and your loan originated in May 2022. The Escrow Analysis when generated will reflect any escrow balances, shortages, or deficiencies, if any exist at the time the Escrow Analysis is performed. Please note that, escrow accounts may have changed since that time due to any changes in taxes or insurance. We have enclosed a copy of the Initial Escrow Account Disclosure Statement generated during your closing in May 2022.
  
  Our records indicate that Federal National Mortgage Association is the current owner of the loan. As requested, we have provided the contact information below:
  
  Federal National Mortgage Association
  **************, ***********************************************************************
  
  1.800.2FANNIE ***************)
  Please also note that our records reflect that the current Note Holder of the loan is Nationstar Mortgage, LLC.
  
  Please Note that Mr. Cooper is the servicer of the loan; and therefore, will be responsible for responding to any concerns regarding the servicing of the loan.Servicing matters include, but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of debt
  Foreclosure proceedings
  Payment Adjustments
  
  Please direct any communications related to these matters to Mr. Cooper.
  
  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:03/11/2023

  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 purchased a home in **** with a loan from Chase. ** 6/22, I received a letter from Chase indicating that they were transferring my mortgage loan to Nationstar Mortgage, LLC d/b/a Right Path Servicing (d/b/a Mr. Cooper). The start date was July 1, 2022, which was perfect as that was the next payment due to Chase from me. Prior to calling the company, I checked that my accounting was up-to-date from Chase to company; The amount remaining owed matched up.On 7/1/22, I called the company to make my payment. I was told that my name, account number, and contact information was not in their system yet and not to worry because this happens sometimes; that is why, the rep said, I had a two month grace ******* I called at the beginning of August and September and was told the same thing. Finally, on 10/14/22 my name and information was in the system. I made a payment in the amount of $16,000.00. I have always paid my mortgage several months in advance. That amount, as I told the rep, was for July, August, September, October, November, December, and January. Making my next payment due 2/1/23. I have proof from the company that I rendered a the payment; yet, they have not record of this..On December 27, 2022 I receive a letter from the company stating that my loan was 255 days & $19,763.23 in default. Since January 3, 2023 I have been trying to resolve this matter with the company to no avail. I have received in correct information, spent several hours on the telephone across multiple days trying to resolve this matter. In mid January a representative (****, I believe was his name) said he was going to reach out to Chase to check the accounting again. He said he would follow up with me; I have never heard back from him. In fact, no one from the company has contacted me by telephone. Recently, I have just received letters telling me that I am in default and they are going to foreclose on my home. Please help ** resolve this matter.

  Business Response

  Date: 03/15/2023

  Please see the attached.
  See Attachment/File: 697483469_Resolution Letter.pdf

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Parts of Right Path's response do not sit well with me. First, my mortgage was NOT due on April 1, 2022. My next mortgage payment was due to Chase on July 1, 2022. My Bank records show that for many years, I made 5 to 7 mortgage payments in advance since it worked better for my life situation.
  
  If Right Path had been structured and had my information in their system well before October 2022, when I had been phoning them since June/July 2022 when the payment was due, any issue could have been immediately, easily, and long ago resolved.
  
  Furthermore, as evidenced by my documentation, I made a $16,000 payment, reflecting multiple mortgage payments (July, August, September, and October - all of which would have been paid on schedule had Right Path performed their due diligence - PLUS November, December, and January). My next payment was due on February 1st. Right Way notified me that the payment had been received (see attachment).
  
  It wasn't until December, shortly before Christmas, that I received a letter stating that I had been in default for 255 days (or something like that). I've been attempting to settle this issue with Right Path since January 3rd, but to no effect. I've spoken with several representatives, been sent to the wrong department, and been given contradictory information. For example, when I mentioned my $16,000 payment, I was initially told that there was no record of it. Subsequently, another official stated that the bank had declined the payment; which was not true. Subsequent inquiry revealed that Right Path NEVER tried to collect the money from the bank (see bank statements).
  
  I have what I feel I owe and am prepared to pay my debt; however, before doing so, I would like to meet with Right Path and Third Party to check my record of Chase payments and settle the April/July payment due discrepancy.
  See Attachment/File: Right Path Email Payment Confirmation

  Business Response

  Date: 03/24/2023

  Please see the attached. 

  Customer Answer

  Date: 04/10/2023

  Hello,

  I've attached a bank statement indicating a $17,742.16 payment to Chase Home Finance on January 5, 2022. I've already addressed this payment with a Right Path official. In fact, that was the last conversation I had with a corporate representative. He was supposed to contact ***** to verify the payment before contacting me. He never returned my call.
  
  I am a single individual. Right Path has a lot of human resources; nonetheless, your personnel have made one mistake after another since I first contacted the organization in June 2022. For example, I could not make the payment until October 2022 because my information was not in the system for months. Another example is the Right Path representative failing to notify me of a supposed payment discrepancy. Another example is failing to verify this payment with ***** in January, as promised. Another example is my October 2022 payment, which I was told/led to believe was payment in full. According to my email confirmation from the company, the payment was submitted and received. Right Path has told me different things about this payment in my attempts to remedy the issue. First, I was told that the payment had never been received. When I showed the email confirmation, I was told that the money had never been released by the bank. There appears to be a different excuse in the response to my complaint.
  
  
  I work. I can't spend hours on the phone with Right Path representatives or gather "proof" to remedy this problem time and time again. I don't trust Right Path's business methods because of their numerous faults and misunderstandings. Nonetheless, I would prefer to fix this issue and move on. The only solution I will accept is a thorough third-party review. I'm requesting that the BBB tell me who that third party could be.

  Sincerely,

  *************************

   

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because:   

  Hello,

  I've attached a bank statement indicating a $17,742.16 payment to Chase Home Finance on January 5, 2022. I've already addressed this payment with a Right Path official. In fact, that was the last conversation I had with a corporate representative. He was supposed to contact ***** to verify the payment before contacting me. He never returned my call.
  
  I am a single individual. Right Path has a lot of human resources; nonetheless, your personnel have made one mistake after another since I first contacted the organization in June 2022. For example, I could not make the payment until October 2022 because my information was not in the system for months. Another example is the Right Path representative failing to notify me of a supposed payment discrepancy. Another example is failing to verify this payment with ***** in January, as promised. Another example is my October 2022 payment, which I was told/led to believe was payment in full. According to my email confirmation from the company, the payment was submitted and received. Right Path has told me different things about this payment in my attempts to remedy the issue. First, I was told that the payment had never been received. When I showed the email confirmation, I was told that the money had never been released by the bank. There appears to be a different excuse in the response to my complaint.
  
  I work. I can't spend hours on the phone with Right Path representatives or gather "proof" to remedy this problem time and time again. I don't trust Right Path's business methods because of their numerous faults and misunderstandings. Nonetheless, I would prefer to fix this issue and move on. The only solution I will accept is a thorough third-party review. I'm requesting that the BBB tell me who that third party could be.

  Sincerely,

  *************************

• Initial Complaint

  Date:03/10/2023

  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.

  A third party asked Mr ********************** for an expedited payoff quote four times. These requests were not authorized by me, the third party did not have a power of attorney, and I was unaware of these requests until Mr ********************** charged me for these. These were unauthorized and unnecessary charges, and when I asked Mr ********************** to refund them they refused. I am demanding Mr ********************** pay me back for these fees.

  Business Response

  Date: 03/16/2023

  Dear *************************:
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on March 13, 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.
  
  Payoff Fees
  
  After reviewing your account, we found that the payoff statements that were requested by the third party are valid, as they had access to your account number along with personal information that was provided by you. Our records show a total of three (3) expedited fees, not four (4), were assessed to the loan each for $25.00.
  
  We have approved your request to refund the three (3) payoff fees as a courtesy. The credit was placed in your account and a check for $75.00 will be sent to the mailing address of record within five (5) to seven (7) business days.
  
  
  
  
  
  
  
  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
  
  See Attachment/File: 679489385-Resolution

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19844639
  
  I am rejecting this response because:
  

  Please provide the documentation of the third party's request, authorization of the fees, and authorization to charge this fee to my account. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  Dear *************************:
  
  Thank you for reaching out to us.
  
  We received your correspondence via the Better Business Bureau (BBB) on April 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.
  
  Our records reflect that we provided a response to the concerns raised in the Better Business Bureau (BBB) case number ******** on March 16, 2023. A check for $75.00 was sent to the mailing address on file (********************************************************). We have enclosed the payment history for your review.                                                                                                               
  
  
  
  
  
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Resolution Letter dated March 16, 2023
  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. (**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m. (**).  Visit ** on the web at www.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 2
  By Better Business Bureau (BBB) Portal 

  Customer Answer

  Date: 04/25/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/10/2023

  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 account should be closed since I am not actively using it. I have addressed this concern to the creditor but there was no action taken on their end. The up to date late payments should not be reported this account should be closed. I have tried reaching out to the company to address this concern and their advise was always the same.

  Business Response

  Date: 03/31/2023

  Please see the attached Resolution and Enclosures 

• Initial Complaint

  Date:03/08/2023

  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 January 4, 2023 I was contacted by StateFarm about car insurance. I'm facing financial difficulties and inquired if I bundle my homeowners insurance could it lower my payments with my mortgage lender Mr. Cooper a brand name for Nationstar Mortgage LLC. StateFarm said yes and sent me a quote. My current homeowners insurance with Mr. Cooper was/is *****************. ***************** sent me my new premium for 04/2022 through 04/2023 that I had not known the premium amount due to hospitalization when they mailed it. Mr. Cooper sent me Escrow Analysis Jan 25th and Jan 30th of 2023. I immediately called them and spoke with ******* Feb 2023 when I saw my monthly payment went from $772.81 to $899.00. ******* explained the increase was because I changed homeowners. She informed me that my premium with ***************** was $1447 and StateFarm was $1715 causing an Escrow shortage. She instructed me to cancel StateFarm and ********** with ***************** to get my monthly payments back to what they were. ******* advised that once I received the check from StateFarm to pay Mr. Cooper towards my Escrow. ******* stated when the payment I made to Mr. Cooper from StateFarm towards my Escrow payment clear my bank to call Mr. Cooper to have them run an Escrow Analysis. I called Mr. Cooper Feb 21st 2023 when the Escrow payment cleared my bank account and requested for my Escrow Analysis to be ran so my payments will go back to $772.81 as instructed by *******. The agent said my Escrow Analysis had already been ran and my monthly payment will be $806.32 starting March 1st. The call was escalated to ***** aka ******* stating she had to contact accounting, stating she had to remove an Escrow Analysis that should not have been ran and would call me back in a week with an update. After 7 days ***** called me after running an Escrow Analysis stating the same amount of $806.32. She said their was a $300 shortage and her supervisor would call me back. Her supervisor never called.

  Business Response

  Date: 03/15/2023

  Please see the attached response letter
  See Attachment/File: ***************** ********* case ********** Resolution Letter

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  After receiving several notices regarding my Escrow I called Mr. Cooper on 2/16/23 and spoke with *******. Please see the attached document from my contacts Mr. Cooper dated 2/16/23. After following ******* instructions I called Mr. Cooper and explained to the agent I was told to let Mr. Cooper know the funds check given to me from StateFarm had cleared and that day 2/21/23 an Escrow Analysis would be ran to reflect back to my normal monthly payments of $772.81 because the only thing changed were my insurance. Please see documents for bills 1/1/23 and 2/1/23 the taxes have not changed. The agent gave me an analysis of $806.32. I immediately informed her that was incorrect and told her what ******* stated. She then escalated the call to *****. Please review the attached document marked Escalations and at the end has ***** name and phone number she provided. ***** outlined what was incorrect and what she had to correct. Contact the ********************* etc. to reassess my Escrow account to correct the payment amount. ***** stated it would take her a week to get everything corrected. In the meantime I reached out to StateFarm asking about the quote and the amount Mr. Cooper paid. Please see text message documents from StateFarm. ***** called me and left me a voicemail on 2/28/23, 7 days later. I had advised her of my working hours so I called her back during a break. ***** provided the same information from 2/21/23 and I knew this was wrong because if she had reassessed the Escrow account to correct the payment then my payment would have been $772.81 again. When I was approved for this home in 2017 I had and still have a low interest rate of ****%. My interest rate has made my monthly payments below $800 monthly with Pacific Union Financial which was my previous lender. Attached is my last statement to show with my low interest rate my monthly payments never exceeded $800. If insurance premiums, taxes increase/ decrease my monthly payments have been under $800 due to my low interest rate. Please see the attached documents from Pacific Union Financial that transferred me to Mr. Cooper. I didn't not dispute the transfer even though I was reluctant about Mr. Cooper but my monthly payments went down so I agreed Mr. Cooper as my new lender. On 2/28/23 I asked ***** could I speak with her manager about this because in 7 days she did nothing she agreed to on 2/21/23. ***** stated she would have her manager call me back in 1 to 2 days. Within that timeframe instead of ***** manager calling me I received a letter Internal Mod with 22 pages with information about HUD, forecloses everything that had nothing to do with my Escrow being corrected. I called Mr. Cooper on 3/1/23 explaining what happened. The agent warm transferred me to Escalations to speak with *****. ***** came on the call thanked the agent for transferring the call. The agent released the transfer, ***** immediately placed me on hold and disconnected the call. I had spoke to an Escalation agent named *********** and he confirmed he saw what all had happened and saw from 2/28/23 that ***** manager was suppose to call me. On 3/8/23 I spoke with the **************************** to ask why they sent me 22 pages. The agent asked me did I want a 40 year mortgage instead of the current one I've had with FHA 30 year. The agent said the application portion of the loan modification was permanent when I informed her the first option to choose was for 6 months. The agent said well you received 22 pages including HUD because they just wanted to send you everything. I told her this was unnecessary because all I needed was an Escrow correction from a temporary insurance with StateFarm and I immediately re-instated back to my current one with ***************** where there was no lapse. The agent then asked had I cancelled with StateFarm which I had explained that was done in February. I immediately called the ************************** back asking her to please have ***** from Escalation Manager call me as I was promised. The agent said she could not do that and that she can only transfer me to Escalations. I explained to her I had already talk to ***** and ********** from Escalations and how ******************* up on me from Escalations. I said I need a manager callback. She denied me. I said ma'am you all leave me no choice but to contact to the Better Business Bureau and communicate that way. On 3/10/23 Mr. Cooper around 2:14pm sent me a generic letter about some type of foreclosure all due to a Escrow shortage that needed correction. On 3/10/23 at 4:25pm I received a voicemail from ***** saying her manager didn't have a lot of time but was standing by to speak with me because they had been notified I submitted this to the Better Business Bureau. Her manager left me a voicemail at 5:00pm stating she will call me that Monday morning at 8:00am because I told ***** I work until 7:00pm nightly and the best time I can be reached is in the mornings. I never got a call from ***** manager on Monday morning 3/13/23. I've been financing my home with Mr. Cooper since 2019 when Pacific Union Financial conversion and I must say the unprofessionalism, disrespect, lies have been inhuman in these last 2 months of re-instating my ***************** policy April 2022 through April 2023. Look at the documents. Read StateFarm explanation. You've seen the re-instatement from *****************. All of this over a $314.41 shortage waiting for the Escrow Manager to reassess my account to correct the payment amount.
  See Attachment/File: 3F8C9CA9-D0C4-4C67-987E-514431F74ADB

  Customer Answer

  Date: 03/16/2023

  ***Document Attached***
  These are the documents that need to be added to this case.
  See Attachment/File: 8EE43F04-6024-41FA-82EB-13700A20F0D1

  Business Response

  Date: 03/29/2023

  Please see the attached resolution letter. 

  Customer Answer

  Date: 04/01/2023

  I am rejecting this response because:   I was told the Escrow shortage was due solely on the change I made from switching insurance to StateFarm. I am rejecting this response because of the history of my payments with Mr. Cooper. I am rejecting this response because of the professionalism by Mr. Cooper Escalations with various lies and manipulation. I am rejecting this response because when I was initially told the shortage was due to switching insurance I was given instructions on how to correct my monthly payments. After following all instructions for a month I was told an Escalation supervisor would call to discuss the problem and never did until after they found out I filed a complaint with the BBB. I called for almost a month following up each agent and ***** from Escalations disconnected the call when it was time to speak with me. Mr. Cooper agents and 2 representatives from Escalations gave me no choice but to resolve this with the BBB. Before contacting the BBB I lost time, energy and was completely disrespected by Mr. Cooper agents. They all have lied. When they sent me to the **************************** after spending my entire lunch break from my job speaking with her she finally tells me that the only reason my payments went up is because I switched to StateFarm and asked had I cancelled with StateFarm insulting my intelligence because at that time it had been almost a month of canceling StateFarm, re-instating with ***************** with no penalty and Mr. Cooper cashing the check StateFarm sent after my cancellation. You argue I have repeated previous statements. Those statements are my dispute and I will repeat them until the Escrow Analysis shortage is resolved because that is the issue. We are not here to talk about anything other then you all doing what you said you would do. ***** stated she would correct the Escrow shortage in 7 days to reflect my previous payments and she did not. ***** then stating she would have her supervisor to call me and which she did not until I filed a complaint with the BBB. This is the dispute and complaint that even now has no resolution just an response in an attempt to intimidate me with previous payments and me responding with similar information. Give me what you stated you would do which is correct the Escrow shortage and/or have management call me to discuss the shortage then you will receive a different response from me. Im a consumer and I know my rights that are protected by laws not to receive this type of business conducted in such an unprofessional way.

  Customer Answer

  Date: 04/01/2023

  After following the instructions of Mr. Cooper cashing the check from StateFarm, call Mr. Cooper back to have the Escrow Analysis run to reflect my previous payments I requested a Escrow Review Statement like the one attached. As you can see from the Escrow Account Projections from March 2022 to February 2023 page the details in which Mr. Cooper would not provide proving the shortage is from corrections not done by Escalations to correct the shortage.

  Business Response

  Date: 04/11/2023

  Please see attached resolution letter. 

  Business Response

  Date: 04/12/2023

  Please see attached resolution letter. 

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because:   Because number one management has yet to call me back. I informed ***** that I would need to schedule a callback because I work evenings. When ***** and her manager found out I contacted the BBB like I stated they both called leaving voicemails. ***** manager stated she would call me that following Monday morning and never followed up. Also Im rejecting this response because Mr. Cooper again is misapplying my payments and now have added additional interest for my *** 1, 2023. I did what I said I would do in February when they ran the Escrow analysis with making corrections to make my monthly payments back to $772.81. On March 8th I paid the $772.81 even though they were asking for $806.23. I told the Escrow analysis agent I had only $772.81 because I didnt know the Escrow Analysis wouldnt be corrected as I was promised by an agent when I cancelled State Farm and re-instated *****************. I informed her when I got the remaining $33.42 I would pay and thats when she informed me that the $772.81 would still be a payment because I not paying under $100.00 just $33.42. I mailed the $33.42 to Mr. Cooper because their website has recently been designed where you can only pay what they ask for which whatever they put on your statement right or wrong. They received the $33.42 and placed that and my $772.81 as misapplied funds for my March bill making the bill paid in full for the $806.23. For my April bill Im still awaiting answers for the corrections on the Escrow analysis in good faith I paid the entire $806.23 on 4/13/23. Then I received a statement for *** bill expecting the corrections and/or the $806.23. Instead Mr. Cooper sends be a statement saying I owe $839.65 and $33.42 is for additional interest. This is unacceptable and fraud. BBB if it cant be handled here I will hire an attorney. 

• Initial Complaint

  Date:03/07/2023

  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.

  Hi - I had a water leak damage in my rental property at ***** ****** ****, **********, IL *****. This is mortgaged by Mr Cooper. In past 10 days, I have been calling daily (literally) and every time I get incorrect information. My check had to be sent back for endorsement due to wrong information given by them, then it went to a different address and I spent money to get it collected and now Online inspection misleading information is being provided. This whole process has created Mental stress, agony in my family to deal with Mr Cooper Insurance team at their Ohio center team. No one cares to solve the problem and now they will not do an online inspection before 16th March while yesterday Milan told me she will get it done on Mar 08. My checks are being delayed and contractor has finished the work and is knocking my door for $ 34k payment to them. I cant make that payment unless Mr Cooper pays me that they have already cashed from Insurance company. This is BIG harassment by Mr Cooper who is just asking for timely check pmt that Insurance company has already released.

  Business Response

  Date: 03/20/2023

  Dear **** ******:
  
  
  
  Thank you for reaching out to us.
  
  
  
  We received your inquiry from the Better Business Bureau (BBB) on March 8, 2023, and we have put together this reply with information that we hope will alleviate your concerns.
  
  
  
  Summary and Resolution
  
  
  
  In your BBB inquiry, you stated that you had a water leak, and you have contacted Mr. Cooper, subservicer for ******** **** *********, *** (Mr. Cooper) several times; however, you were provided incorrect information regarding the endorsement process, the funds were sent to a different address, and an online inspection cannot be completed prior to March 16, 2023, despite you being advised it could be completed on March 8, 2023. Upon review of the account, we determined that our Insurance Vendor, ********, received multiple calls between January 27, 2023, and they most recently spoke to you on March 16, 2023. During the March 15, 2023 call, they advised that we were still in need of a valid adjuster's worksheet as there was missing information on the worksheet they had received, and they left another message for the adjuster. On March 16, 2023, a first draw claim check was ordered in the amount of $14,126.95 to be sent to you. Additionally, an ******** agent advised you during a call this day that the check was in process to be sent to you at the address below:
  
  
  
  **** ******
  
  **** ********* *****
  
  *******, TX *****
  
  Furthermore, on February 1, 2023, Progressive check number *******, for $25,873.05 issued January 26, 2023, claim number ************* payable to **** ****** and Nationstar Mortgage, LLC., had been received, which was sent for endorsement by Mr. Cooper d/b/a Nationstar Mortgage, LLC, on February 2, 2023. Check number ******* for $25,873.05 had been endorsed and released and sent via FedEx tracking number **** **** **** the same day to the loss draft claim mailing address reflected in the system for the account as shown below:
  
  
  
  
  
  **** ******
  
  **** ***** *****
  
  *****, TX *****
  
  On February 27, 2023, you spoke with an ******** agent and advised you had submitted a check for approximately $34,000.00. You also stated you had experienced trouble using the website, and you were advised to send the check in unendorsed. The ******** agent advised you the check would need to be endorsed by you prior to sending to ********. Therefore, the check would likely be returned. Please note, we were unable to substantiate the claims you were advised to send the check in unendorsed. We apologize for any misunderstanding that may have occurred.
  
  On February 28, 2023, you spoke with ******** regarding the check you had sent in for endorsement. The agent advised the check was being sent back to you, and the prepaid mailer you had included with the check was rejected due to an incorrect address being reflected on the label for the mailer. The check was sent to the mailing address on file for the mortgage loan, and not the mailing address reflected in the loss draft claim file.
  
  On March 2, 2023, an ******** agent advised you to contact the insurance company to request to have the check reissued after you advised the check had been sent to an incorrect address.
  
  On March 3, 2023, there was an inspection scheduled; however, the inspector was unable to reach the point of contact. Therefore, the inspection had to be rescheduled. ******** received a request via a phone call to schedule an inspection. The agent advised they would contact ********* who would be in contact to schedule an inspection, which was ultimately scheduled for March 21, 2023.
  
  On March 7, 2023, ******** received check number ******* for $34,297.70, and the check was properly endorsed. The check was sent for deposit processing.
  
  ******** will advise the next steps in the loss draft process upon receiving the inspection results from the March 21, 2023 inspection.
  
  As of the date of this letter, there is $20,170.75 remaining in loss draft funds pending proper inspection results for release of the funds.
  
  Please see the enclosed Loss Draft Timeline for further details.
  
  
  
  At Mr. Cooper, we strive to provide our customers with prompt, courteous and accurate service. We understand that you may have experienced misunderstanding or miscommunication during your previous contacts with us. Your trust and business are very important to us, and your positive experience is our first priority.
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, an error occurred as our vendor did not utilize the correct mailing address in the Loss Draft Claim file when returning the unendorsed check to you. We corrected this error by providing coaching to the needed parties. You have the right to access the document we used in our investigation, and we have enclosed it. We have also relied on internal notes and systems, which are proprietary and unavailable to the public. The document is:
  
  Loss Draft Timeline
  
  Transaction History
  
  If you have any questions, please contact our Customer Service Department at ************ or via mail at **** ***** ** *** ***** ******* *** ******, **********, TX *****. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at ********************** for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  
  
  Marschell ****
  
  Mr. Cooper
  
  Customer Relations Specialist
  
  ** *** ******
  
  ******, TX **********
  
  Phone: ************
  
  E-mail: ***************************
  
  
  
  Enclosures 2
  
  
  See Attachment/File: ****** BBB Resolution Letter Final

• Initial Complaint

  Date:03/06/2023

  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 paid a payment to this company on a mortgage which I have paid early for years. I was told when payment showed due date I could pay it. Well payment was made 1/12/2023 full amount, and mr cooper put it all toward principle. Since then they have told me it would be fixed but I am still showing behind on bill, and no one will contact me.Having to pay extra just so I keep from showing late payment. Financial Burden

  Business Response

  Date: 03/16/2023

  Dear Kenneth *******:
  
  
  
  Thank you for reaching out to us.
  
  
  
  We received your correspondence through the Better Business Bureau (BBB) on March 7, 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 account, we have no record of speaking with you prior to the payment being processed on January 12, 2023. Since the loan is a Daily Simple Interest (DSI) loan, the account is not allowed to be paid ahead, as interest accrues daily. The loan was due for the February 2, 2023, payment when we received funds in the amount of $365.25 on January 12, 2023. The funds were applied towards the principal balance, as the loan could not be paid ahead.
  
  
  
  Also, Home Equity Lines of Credit (HELOC) loans are also posted as billed:
  
  
  
  If the account is current, but the next billing statement has not been generated, any payments received will be applied towards to principal. So if you're sending payments before the next billing cycle, it'll go to principal.
  
  If the account is delinquent, meaning billing statements have already been generated, payments would apply to interest first to catch up on the accrued and billed interest due.
  
  Borrower cannot pay in advance as being "post as billed". If no billing statements have been generated, payments would go to principal as the system will not know the split without the billing statement.
  
  
  
  However, we have made an exception and have re-applied the funds received as follows:
  
  
  
  Funds received on January 12, 2023, for $365.25 were applied towards the February 2, 2023, payment.
  
  Funds received on February 28, 2023, were applied towards the March 2, 2023, payment.
  
  
  
  We recommend you process the payment once the Mortgage Loan Statement has been generated, to avoid any posting issues in the future. We regret any inconvenience this may have caused. However, we hope the information provided is helpful and thank you for the opportunity to be of assistance.
  
  
  
  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
  
  Note
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service 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. (CT). Visit us on the web at www.mrcooper.com for more information.
  
  
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  
  
  Jorge *******
  
  Mr. Cooper
  
  Customer Advocate
  
  PO Box ******
  
  Dallas, TX 75261-9741
  
  Phone: ###-###-####
  
  E-mail: *************@mrcooper.com
  
  
  
  Enclosures 2
  
  By BBB Portal
  
  
  See Attachment/File: *********-Resolution

• Initial Complaint

  Date:03/06/2023

  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 purchased my loan last year from Loan Depot. Everything was supposed to stay the same. However they decided to make an extra *** when they took over the loan. Every time I called the customer service told me a different story as to why. "Loan Depot was in default", "You missed your September 2020 payment from the beginning of the loan". "Loan Depot does this with all their loans." "Loan Depot pays in arrears". "Our policy states we pay ahead". For several months I have asked this to get resolved. Not one person would even get me specific dates of the policy and tell me what date I was paid through. They would only send me the statements from the loan company which had the "due date that Mr. Cooper had listed which was the 1st of every month). I finally contacted ****** to confirm the dates and to verify if they received that extra payment. I am paid farther in advance than most. She did not know why. For example the *** due March 1, 2023 will pay me through April 26, 2023. Folks. Mortgages themselves are paid in arrears which is why when you close your first payment is not for another month. I closed on August 25, 2020. My first payment was due October 1, 2020. This payment covered September 2020, the *** dispersed from this payment covered September 2020. Im sure they just round the last 4 days from August. Im sure when you end *** depending on the date this would be prorated and one would still pay for the 4 days in August. So now as of March 1, 2023, my mortgage due on this date will pay my mortgage through the end of February......however my mortgage insurance will be paid through April 26, 2023. Collecting an extra mortgage insurance premium when taking over a loan is just as absurd as collecting an extra mortgage payment when taking over a loan. I don't think the people answering the phones or even working there have the slightest clue, they make things up as they go. This is very sad.

  Business Response

  Date: 03/24/2023

  Please see the attached. 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19845737
  
  I am rejecting this response because: Loan Depot paid the March 2022 PMI ***** on March 13, 2022  2 payments would have been $108.3 for ***** and May.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/25/2023

  Please see the attached. 

  Business Response

  Date: 04/27/2023

  Please see the attached. 

  Customer Answer

  Date: 04/27/2023

  I am rejecting this response because:   Again, the April payment that was missed with the transfer was $54.15.  The May payment was $54.10.  Loan Depot made the March payment of $54.15 on March 13.  

  Hence the April payment of $54.15 + the May payment of $54.15 = $108.30 to bring the account current with the transfer.  Instead you paid a total of 3 FULL PAYMENTS on May 10 of $162.45.  You resumed $54.15 in June.  This is the second time you have ignored this facts and just made a blanket statement stating you needed to bring the account current for the missed April payment.  Yes, indeed you needed to make the missed April payment for the transfer, HOWEVER THIS TOTALS $108.30.  AGAIN, the APRIL AND MAY PAYMENTS TOTAL $108.30.

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were impacted by Hurricane *** in September 2022. We reached out to Mr. Cooper to have our payments deferred. During that phone call we were told that our payments would be deferred through December 2022 and we would resume our normal payments January 2023. No further communication was had from Mr. Cooper. When the time came to restart payments, we noticed we were locked out of the mobile app. When we called it said our balance due was over $8000. The rep told us we were not in deferment, we were in forbearance and would need to apply to resume payments. We requested an explanation and we're told they would look in to it. No further communication from Mr. Cooper until we called again going in to February. Rep again wouldn't give a clear answer to what was going on. We requested to hear the recorded phone calls as proof and have been denied access. Again told that they will investigate but they are behind. No further communication until March when we initiated another phone call. This time we are told that the investor denied the deferment and wouldn't explain why. They said the mailed us loan modification paperwork which they never did. We requested a formal complaint be made as now our only option is to pay over $13,000 dollars that we don't have, or do a loan modification that will significantly increase our percentage rate and therefore our monthly payment. We have been on time with every payment on both this loan and our previous Mr. Cooper loan. There are no reasons a deferment should have been denied in an emergency situation, especially when we are in such good standing.

  Business Response

  Date: 03/15/2023

  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) Portal on March 6, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found:
  
  Mr. Cooper is sympathetic to your personal and financial hardship. The loan entered into a payment forbearance plan from October 1, 2022, through December 31, 2022, after being impacted by Hurricane ***. On February 1, 2023, a payment deferral case was opened, and it was determined that the loan met the eligibility requirements for the program, however, it was denied in error on February 13, 2023, and we do apologize.
  
  On March 7, 2023, funds posted in the amount of $13,433.28, and the funds brought the loan current and due for the April 1, 2023 payment. Because the loan is current, it is no longer eligible for the payment deferral option. We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you may have encountered. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers.
  
  
  
  
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred on February 13, 2023, when the payment deferral was denied in error. The error was corrected on March 7, 2023, when a payment in the amount of $13,433.28 posted to bring the loan current. 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.
  
  
  See Attachment/File: Resolution Letter _ ***** _

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response given to the complaint is just a maneuver to save face when they messed up. If they truly had a desire to provide this amazing customer service they preach about, they would make this right instead of trying to turn this around on us when they messed up. Mr. Cooper put us in a position where we can no longer believe what we are told, so when we were told we were not in danger of going in to foreclosure, we panicked thinking that was a possibility. That is the only reason we paid the full amount. And what happened days later? We got a notice about foreclosure if we didn't resume payments.
  
  Make it right. It was found we were denied the deferral in error, so refund the money, move those payments, MAKE IT RIGHT. Mr. Cooper made the errors, Mr. Cooper LIED, Mr. Cooper needs to be the one that FIXES the problem. The consumer shouldn't be the one to just roll over and accept a fake apology when we need that money to RECOVER FROM A HURRICANE!

  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 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:
  
  We understand that you may be dissatisfied with our prior resolution letter dated March 15, 2023, and while we realize our findings may not align with your expectations, however our position has not changed. We cannot refund payments or move payments to cause a loan to become delinquent to apply for or qualify for a loss mitigation options.The March 3, 2023, Demand Letter is a required legal notice sent as part of the foreclosure process when an account is **** calendar days past due. It is sent to provide the amounts required to cure the delinquency and advises of next steps in the Foreclosure and/or Loss Mitigation process. This letter does not stop the loan from being reviewed for loss mitigation options.
  
  The loan entered into a payment forbearance plan from October 1, 2022, through December 31, 2022, after being impacted by Hurricane ***. You spoke with our **************** Representatives (***) on January 20, 2023 and January 27, 2023 and on both dates requested for the loan to be reviewed for a deferral. On February 1, 2023, a payment deferral case was opened, and it was determined that the loan met the eligibility requirements for the program, however, it was denied in error on February 13, 2023. We apologize for the error and any inconvenience this may have caused. On March 3,2023, you spoke with our *** and they advised you that you would need to apply for a loan modification because the loan was in a past due status at that time.
  
  
  On March 7, 2023, total funds posted to the account in the amount of $13,433.28, and the funds brought the loan current and due for the April 1, 2023, payment. The funds received on March 7, 2023, paid the October 1, 2022, through the March 1, 2023 monthly payments. Since the loan is current, it is no longer eligible for the payment deferral option.
  
  In your March 6, 2023 correspondence you stated you were locked out of the mobile app; if you are still having issue logging onto the mobile app, you can contact our **************** Department at the phone number below for assistance or submit a screen shot of the issue to the below contact information so we can assist you further. On our end we reflect for this loan the online account is active and you are allowed access.
  
  There has been no negative credit reporting for the loan.  We could not locate the *** you stated advised you that we mailed you loan modification documents, or that you could not have access to a call. If you have the date of date of the call, and *** name, we can research this issue further to provide feedback. You can send the information to our offices via one of the avenues below:
  
  Mail: Mr. Cooper
             Attn: Research Department
             PO Box 612488
             ******, ** 75261
  
  Fax: ************
  E-mail:******************************************* 
  
  We pride ourselves on great customer service and we recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you have encountered. We respectfully refute the allegations that we lied to you or are trying to turn the aforementioned error back on you. This  is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers.
  
  As of the date of this letter the loan is currently due for the April 1, 2023 contractual payment, subsequent payments, and applicable fees.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred on February 13, 2023, when the payment deferral was denied in error. The error was addressed in this response.  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
  March 15, 2023 Prior Response
  March 3, 2023 Demand Letter
  
  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.

• Initial Complaint

  Date:02/27/2023

  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 December of 2022 the company told me I had to pay more than the agreed amount of monthly mortgage payment. The website would not allow me to pay the mortgage payment. I called in and was informed that I could mail in a check for the regular monthly mortgage payment-I did that. Mr ********************** cashed the check but didn't apply it to my mortgage and kept it in a desperate account. Then told me I was overdue on my payment. I called again and did another over the phone transfer of money's in January. That money was also taken by me ********************** but not applied to my account. Mr ********************** has the money but did not apply it to the account and instead was charging me late fees and interest on money I had already paid to the company. In February I received another overdue notice for the exact amount of money I had already paid. I was frustrated. Not only did me ********************** have my money but they were charging me daily interest on the money they held but didn't apply to the account. I called again was told that I had to pay them either with a cashiers check or wire transfer for the same amount of money I had already paid. I did that because I felt like I had no say or control - and I was obviously frustrated. Mr ********************** then sent some of the money back but not all of it. Horrible treatment of customers-over reliance on automated systems make resolving the issue difficult at best. Not a good company to work with.

  Business Response

  Date: 03/28/2023

  
  
  
  
  
  
  
  
  
  Dear ***********************:
  
  Thank you for reaching out to us.
  
  We received your letter through the Better Business Bureau (BBB) Portal on March 2, 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 that you had difficulty paying off your loan account. After reviewing your account, we found that you were given misinformation by our representatives about the payoff process.
  
  Your loan was approaching maturity per the enclosed letter dated November 17, 2022. This letter informed you that when you were ready to pay off the loan, you must request an official Payoff Quote for the final payment amount, and that the final payment must be made via certified funds.
  
  Per the enclosed Transaction History, no payment was received in the month of December 2022. On December 29, 2022, you contacted us and discussed sending the January 2023 payment and then sending a certified check for the payoff amount in February 2023. You stated you would call back for a payoff quote for the final payment. Our records reflect that this was not done and a Payoff Quote was not ordered.
  
  On January 4, 2023, we received a payment of $1,849.34 that was processed as a potential payoff on January 10, 2023; however, the payment was not sufficient to pay the loan in full. These funds were then placed in the unapplied funds or suspense account. The enclosed Payoff Quote dated January 11, 2023, was then sent reflecting an additional $382.92 was needed to pay off the loan in full. This quote was good through January 18, 2023.
  
  We attempted to reach you on January 12, 2023, and January 13, 2023, and left a message on your voicemail regarding the short payoff. Your account was notated that if the funds were not received by January 17, 2023, the funds would be returned to you.
  
  On January 17, 2023, a late fee in the amount of $58.42 was assessed, that was waived on January 31,2023.
  
  You contacted us on January 25, 2023, and were informed of the short payoff and made a payment of $385.39. These funds were placed in suspense as the payment was not in certified funds.
  
  On February 6, 2023, you contacted us to find out why the loan was not paid off. You were informed that a Payoff Quote was ordered good through February 28, 2023, and that the payoff funds would need to be a certified check or a wire.
  
  On February 15, 2023, the $1,849.34 in suspense was refunded to you. You contacted us again on February 16, 2023. You were informed that the payment in the amount of $1,849.34 was returned to you, and the payoff amount was $2,241.90 good through February 28,2023. You were also informed that this must be paid with certified check or a wire.
  
  A wire in the amount of $2,241.90 was received on February 16, 2023, and the payoff was processed. A payoff overage refund of $387.96 was sent to you on March 9, 2023. We sincerely apologize for any frustration this may have caused.
  
  We continue to work with our ***************** to have the payoff backdated to January 25, 2023, when the funds were in-house. Once this is done, we will remove the thirty (30) day delinquency reported for January 2023. We will send you a follow-up response once this is completed.
  
  Attached is the recorded Satisfaction of Mortgage. Thank you for the opportunity to have served 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 an error occurred when your January 4, 2023, payment was processed as a potential payoff. We corrected this error on February 6, 2023, by ordering a payoff quote and informing you of the requirement for certified funds or a wire. You have the right to access the document we used in this investigation and we have enclosed it. That document is:
  Maturity Approaching Letter
  Transaction History
  Payoff Quote dated January 11, 2023
  Payoff Quote dated February 6, 2023
  Recorded Satisfaction of Mortgage
  
  If you have any additional 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.
  
  Sincerely,
  
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** 75261-9741
  E-mail: **************************************************
  
  Enclosures 5
  By BBB Portal