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.
814 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:02/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having an ongoing issue with my escrow balance since my loan was transferred from LoanMe to Mr ********************** I've been having these issues with my escrow balance. I contacted Mr ********************** when I first saw the discrepancies on my escrow balance my balance was negative $10,740.25 in September 2022 I called September 15, 2022 I spoke with a representative which was not able to explain anything to me she then escalated the issue to call to management/******* which advise me to not worry I was not responsible for the balance it was an error and it would be fixed on my next bill statement. Then in October 2022 bill statement the escrow balance was negative $10,708.50 and was not fixed, I called again and got the same response they are working on it. November 2022 statement came in negative escrow balance of $11,786.45 then December 2022 statement was negative $11,754.70 I have since then called multiple times have spend hours on the phone with representatives stating "I've never seen this before" "this is incorrect" they place me on excessive long wait time. I've had occasions that I've even got hung up on I always call and get a different representatives which are not fully trained and don't even know how to explain the issue. I was always reassured I was not responsible for the balance but Mr ********************** still failed to fix it. Initially they said it was my state taxes I contacted the county and confirm that was not the case I have reached out to numerous people at Mr ********************** who cannot explain nor fix my issue. They have asked me to contact ********* but they confirm it's not their issues Mr ********************** had to resolve it. Then they stated they have me a refund in error that's why I i have to pay this back but yet never can prove the full amount was refunded to me. In December 2022 I got a notification in the mail about my mortgage payment being increased to cover the negative escrow balance. My monthly payment went from $726.51 to $1,880.72 due to this error that cannot explain or fixed. Then I got a bill statement *** 2023 then demanding to pay $1968.48 instead of $1,880.72 again with no explanation. My mortgage is on the line so I have to pay for it I don't want to loose my home or damage my credit but I'm finding it very difficult to pay this monthly payment for a mistake they made and cannot resolve for me. I need assistance.
Business Response
Date: 03/13/2023
Please review the attachment.
See Attachment/File: Extension Letter.pdf
Customer Answer
Date: 03/16/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the need of an extension to look into this case. Currently, I am not satisfied until this case is resolved and my escrow balance and my monthly payment are adjusted to the correct amount. Mr ********************** was first notified of the error back in September of 2022 and has had a sufficient amount of time to get this resolved. I will be satisfied once Mr. Cooper informs me of a resolution in regards to this case.
Business Response
Date: 03/29/2023
Please see the attached resolution and enclosures for your review
Initial Complaint
Date:02/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking a full forensic audit and resolution of my mortgage account in which I believe that Mr. Cooper is a attempting to take my home in foreclosure (per their staff) by RETURNING TWO MORTGAGE Payments this month alone and noting that I owe them money that I do not. This mortgage was transferred from ******** Bank to Mr. Cooper in July 2022. The concern is the following: The July 2022 payment was made and I have shown proof of that, I pulled the final bill from ******** and the first bill from Mr. Cooper they BOTH Indicate the same amount due in July 2022. There is no error there. That needs to fixed on your end with ********. I owed them nothing at the time of the switch of mortgage. I paid the exact correct amount of $1,532.17 I was asked to send a PNC Bank Statement and I HAVE DONE THAT.
1. July 2022- paid in full $1,532.17
2. August 2022- Missed (error on my part)
3. September 2022 I paid $1,532.17 (which would have taken care of August FULLY the amount was correct).
4. October 3, 2022 I paid $1,633.03. Which should have taken care of September's payment
5. October 31, 2022 I paid again the amount of $ 1,633.03 which should have taken care of Octobers payment and the account should have been current.
6. November 2022 - Missed (error on my part)
7. December 1, 2022 I paid $1,633.03
8. January 2023 -Missed (error on my part)
9. February 1 2023 I paid $1,600 and it was sent back and then I called on 2.9
10. February 15, 2023 I resent $1,633.03 and that was again sent back on 02.23.23
Your records reflect the exact of what I am noting above. I have added an attachment of the payment history pulled directly from the Mr. cooper account (see attached).

If at the LEAST I missed the NOVEMBER 2022 AND JANUARY 2023 PAYMENTS THAT WOULD BE AN AMOUNT OF including late fees $3,346.06 AT BEST. And then a payment in February 2023 of $1,633.03 (if accepted) would take that down to still about $1,713.03 and a second payment would take it down again and so on,
Business Response
Date: 03/10/2023
Dear ******* ** *******:

Thank you for reaching out to us.

We received your correspondence from the Better Business Bureau (BBB) on February 27, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Payments

In your correspondence, you requested a full audit and resolution of your account due to two mortgage payments being returned to you in the past month. Review of the account determined that the loan servicing transferred to Mr. Cooper, subservicer for Lakeview Loan Servicing, LLC (Mr. Cooper) on July 5, 2022. As of the date of the loan servicing transfer, the account was contractually due for the July 1, 2022 monthly payment. The Transaction History reflects the monthly mortgage payment due July 1, 2022, was not received until funds in the amount of $1,532.17 posted to the account on September 1, 2022.

As required by the Real Estate Settlement Procedures Act (RESPA), the annual escrow analysis was generated and the enclosed Escrow Review Statement dated July 27, 2022, was sent to you with information regarding the review. It was determined that there was a shortage of $957.52 and the monthly mortgage payment was updated to $1,633.03 as of September 1, 2022.

Please see the following regarding how funds we received were posted to your account.

Funds for $1,532.17 posted to the account on October 3, 2022, and were applied toward the August 1, 2022 monthly payment. The remaining amount received of $67.83 were placed in the unapplied funds account. Funds can be placed in the unapplied funds account if the funds received do not represent the full monthly mortgage payment due or if we are not informed of where the payment is to be applied.

Unapplied funds for $33.03 were combined with funds received for $1,600.00 and a total of $1,633.03 posted to the account on October 31, 2022. This payment was applied toward the September 1, 2022, monthly payment.

Unapplied funds for $23.03 were combined with funds received for $1,600.00 and a total of $1,633.03 posted to the account on December 1, 2022. This payment was applied toward the October 1, 2022 monthly payment.

You spoke with a Mr. Cooper agent on February 9, 2023 and inquired about a payment that was returned. The agent advised you that no payment was received within the month of July 2022 and to forward documentation that reflected proof of payment to our Research Department.

Mr. Cooper received your documentation regarding proof of payment on February 14, 2023. As a result, a review of the account was initiated on the same day.

The review was completed, and a letter dated February 27, 2023 was sent to you. It was determined that no error was found in the payment history for your account. The prior servicer posted funds in the amount of $1,532.17 to the account on June 30, 2022. These funds were applied toward the June 1, 2022, monthly payment. As stated above, the loan servicing transferred to Mr. Cooper as of July 5, 2022 while due for the July 1, 2022 monthly payment. The prior servicer payment history has been enclosed for your reference, which also reflects the prior servicer posted funds in the amount of $1,532.17 to the account on June 30, 2022 and they were applied toward the June 1, 2022 monthly payment.

The Transaction History reflects funds in the amount of $7,792.35 posted to the account on March 1, 2023 that reinstated the account. These funds were applied to the delinquent monthly payments and brought the account current, next due for the March 1, 2023, monthly payment. As a result of the reinstatement on March 1, 2023, the foreclosure status was removed from your account. Further review determined that no payments that you submitted to Mr. Cooper were returned to you as stated in your correspondence.

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. Mr. Cooper is also required by federal law to report accurate payment activity to the credit reporting agencies based on actual events. If you believe there is an error in what has been reported, please provide documentation, such as a copy of the credit report, that substantiates that any of the information reported by Mr. Cooper is incorrect. You may fax this information to our Research Department at ************, by email to *****************************, or by mail using the mailing address at the top of this letter.

RESPA RESPONSE TO NOTICE OF ERROR

Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred as the account was due for the July 1, 2022 as of the date of the loan servicing transfer. Further review did not determine that any payments were sent back to you from Mr. Cooper. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are:

Escrow Review Statement

Previous Servicer Payment History

Research Letter

Transaction History

If you have any questions, please contact our Customer Service Department 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. (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,

John *****

Mr. Cooper

Customer Relations Specialist

** *** ******

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

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

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

Enclosures 4

By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:

Hud.gov

Neighborworks.org

*** **************** ******* *** *** ***
Customer Answer
Date: 03/14/2023
(The consumer indicated he/she DID NOT accept the response from the business.)

I am not accepting of this response. There are new fees added to my account that I am not sure of as where they came from and why if I have paid the FULL reinstatement fee. I also asked for this information in writing, and have not received it and I asked for in writing a letter to indicate that my home is not in foreclosure and I have not received it and was told that Mr. Cooper could not do that.

As noted I paid the reinstatement of $7,792.35 for my home. When the information came from Mr. Cooper on what needed to be paid, all I received was the wire information and balance in the email that came.

I asked that I receive in writing the entire breakdown of what that total of $7,792.35 consisted of. I was informed that Mr. Cooper could not provide that information in writing but told me that information over the phone. Then I was told that I had to REQUEST that information in writing. Which I did and I am still waiting for that letter. I also asked for the in writing a letter indicting that my home was and is out of foreclosure. I am still waiting on that after I was told that I needed to ask for it in writing.

My concern as I have noted that I have paid items for things that I am not certain of and I felt that it was dishonest that I was told that I could not get that information in writing. Now how can you send a letter indicating a home has been referred for foreclosure but cannot provide the opposite!!!

The full breakdown of the fees and other items that came to the total of $7,792.35...but TODAY when I checked my account I see a FEE of $1,125.00 for what is described Required expenses paid by Mr. Cooper on your behalf to another company (e.g. legal or inspection fees). Now how can that Be when I have paid all that they said that I needed to pay???? When I was told over the phone that the payment of $7,792.35 which I was told covered legal fees, escrow, past due principles blah blah blah... but now there is another FEE???? NO!

The check of my credit DOES NOT reflect what is noted in this response. I want the correct information noted to all three credit bureaus. I want in writing what I have asked for. I want someone to tell me what this new fee is added to my account???? As I was told that all was currently due is my current payment.
*** **************** **** ******** ** ** *******
Business Response
Date: 03/24/2023
*******
** ******* March 24, 2023
**** ********* *****

ACCOUNT
INFO
LOAN
NUMBER: **********
REFERENCE
NUMBER: **********
BBB CASE NUMBER: ********
PROPERTY
ADDRESS:
**** ********* *****
***** *******, OH *****

MORTGAGOR:

******* *. *******

***** *******, OH *****

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

Thank you for reaching out
to us.

We received your correspondence
from 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.

Fees

In your correspondence,
you inquired about new fees added to your account after you reinstated the
account. You also requested information in writing that the property is not in
foreclosure as well as a breakdown of how the funds for $7,792.35 were applied
to the account. You further requested correct information be reported to all
three credit reporting agencies. After review, it was determined that funds in
the amount of $7,792.35 posted to your account on March 1, 2023. Please see the
below breakdown of how the reinstatement funds were applied to your account:

$1,633.03 was applied to the November 1, 2022, monthly payment

$1,633.03 was applied to the December 1, 2022, monthly payment

$1,633.03 was applied to the January 1, 2023, monthly payment

$1,633.03 was applied to the February 1, 2023, monthly payment

$120.00 was applied toward the Corporate Advance fee balance. Corporate Advances are charges that are assessed to loans when a lender takes action to protect the lender’s interest in a property as allowed by the loan documents executed at loan closing. These fees may be due to property inspections, attorney fees, and various other expenditures. These charges are amounts that Mr. Cooper has paid out for services rendered.

$153.60 was applied toward the late fee balance

$960.00 was applied toward the anticipated/foreclosure fee balance

At the time the funds posted to the account, the balance of unapplied funds was $11.77. Therefore, this amount was applied toward the late fee balance referenced above.

Please note that Lender
Paid Expenses were received from third party vendors/attorneys after you reinstated
the account on March 1, 2023. The Lender Paid Expense amounts for $660.00 and
$465.00 have been waived. A request to waive the remaining Lender Paid Expense
amount of $75.00 has been approved to be waived and will reflect in the
Transaction History once it is completed.

As stated in the previous
correspondence dated March 10, 2023, sent to you through the BBB portal, your
account was reinstated on March 1, 2023. As such, the account
does not reflect a foreclosure status.

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. Mr. Cooper is also required by federal law to report accurate payment
activity to the credit reporting agencies based on actual events. If you
believe there is an error in what has been reported, please provide documentation,
such as a copy of the credit report, that substantiates that any of the information
reported by Mr. Cooper is incorrect. You may fax this information to our
Research Department at ************, by email to *****************************,
or by mail using the mailing address at the top of this letter.

RESPA
RESPONSE TO NOTICE OF ERROR
Under
applicable federal law, we are required to inform you that after completing a
reasonable investigation into the issues described above, it has been
determined that no error occurred as the account was reinstated on March
1, 2023, and as a result, the foreclosure status was removed. The Lender
Paid Expenses of $660.00 and $465.00 that were received by Mr. Cooper after
your account was reinstated have been waived. The remaining Lender Paid
Expense amount of $75.00 has been approved to be waived and will reflect in
the Transaction History once it is completed. You have the right to access the documents we
used in this investigation and we have enclosed them. The documents are:

Previous Letter
Transaction History

If
you have any questions, please contact our Customer Service Department 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. (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,

John *****
Mr. Cooper
Customer Relations
Specialist
** *** ******
******* ** **********
****** ************
******* ***********************

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:

*******
*****************
Customer Answer
Date: 04/04/2023
4.4.23 I am adding additional information on this case this information added is the proof that they sent money back to me that i paid out for my mortgage payments. i am also adding this information as i feel that the mortgage company did this as an attempt to take my home charging fees and making it seem as if I was 3 payments behind when I was not. When the history of the account showed that I was not.
I want the money stolen from me that they demanded as I believe that they never started the process of foreclosure and made it seem that way and then billed me for Feb 2023 when they had deliberately rejected the money as shown in the bank statement and the letter that came from the bank which i have attached.
Customer Answer
Date: 04/05/2023
I am rejecting this response because:
4.4.23 I am adding additional information on this case this information added is the proof that they sent money back to me that i paid out for my mortgage payments. i am also adding this information as i feel that the mortgage company did this as an attempt to take my home charging fees and making it seem as if I was 3 payments behind when I was not. When the history of the account showed that I was not.
I want the money stolen from me that they demanded as I believe that they never started the process of foreclosure and made it seem that way and then billed me for Feb 2023 when they had deliberately rejected the money as shown in the bank statement and the letter that came from the bank which i have attached.

Customer Answer
Date: 04/19/2023
There was no resolution. I have shown that they sent money back causing my account to go into further lateness in an attempt to take my home.
Initial Complaint
Date:02/23/2023
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 talked with their customer service about adding my property's supplemental tax payment to my current escrow payments, and they provided me with an email to send the request and documents to and assured me that they would get it taken care of and provide a response. The email I sent was ignored and now the supplemental tax payment is delinquent and an extra 10% + $10 has been added. I have tried over 5 times to notify them of this and until the last communication with them, have responded with a different email to send the complaint to. The latest email claims that they do not cover supplemental taxes in escrow payments which is the exact opposite of what I was told from their representative. I tried replying to them and yet again have been ignored. Misleading customer service representatives coupled with outright ignoring attempts to contact them have pushed me to finally resort to a BBB claim. They need to pay the 10% late fee + $10 that's been added to my property's supplemental tax.
Business Response
Date: 03/03/2023

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

Thank you for reaching out to us.

We received your letter through the Better Business Bureau (BBB) Portal on February 27, 2023, and email 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.

Please be informed that due to the inconsistent timing and amount of these taxes, supplemental and interim tax bills are not escrowed items. These bills are sent directly to the customer, and it is the customer's responsibility to pay them. However, we noted that the escalation of your request to disburse the sums owed from your escrow account was misdirected. We apologize for any confusion this matter may have caused. Additional training will be provided to the representatives on supplemental taxes.

You paid the first installment on June 24, 2022. Please pay the second installment and send us a copy of the bill reflecting the late fees assessed to be reviewed for reimbursement. Due to this miscommunication, we will refund you for the 10% penalty and $10.00 late fee you were assessed due to the delinquent supplemental tax bill.

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 in the handling of your initial requests; however, the supplemental tax bills are the customer's responsibility to pay. To correct this error we will refund to you the late fees assessed. You have the right to access the documents we used in this investigation; however, only our internal systems were used in this investigation.

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: **************************************************

By BBB Portal

See Attachment/File: Sakogawa Response Letter.pdf
Customer Answer
Date: 03/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Their agreement to reimburse me for the late fees is fine, however, it seems they already paid the supplemental tax on 3/2, and as of now there is no reimbursement into my escrow account or otherwise for the $55.80 late fee. I will attach screenshots to prove their mishandling of their own resolution. I cannot pay the supplemental if it's already been taken out of my escrow account. If the want to move forward by simply depositing $55.80 into my escrow account that would suffice.
See Attachment/File: ******* tax
Business Response
Date: 03/21/2023

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

Thank you for reaching out to us.

We received your letter 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, we are sharing with you what we found.

After reviewing your account, we found that our tax vendor paid the Supplemental Taxes on March 2, 2023, when we were notified that they were delinquent. As the payment remitted to Alameda County was $513.86, this amount included the $55.80 penalty and interest.

We have deposited $55.80 into your escrow account to reimburse you for the penalty and interest paid with the supplemental taxes. A Transaction History is enclosed for your reference.

Your escrow account was analyzed on March 8, 2023, and a shortage of $2,294.22 was projected. This shortage was spread over twelve (12) months and effective with the June 1, 2023, monthly installment, your payment amount will increase to $2,646.12. The escrow statement is enclosed for your reference.

Please be informed that future Supplemental Taxes are your responsibility to pay.

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 supplemental taxes were paid with the penalty and interest charged to your escrow account. We corrected that error on March 17, 2023, by reimbursing $55.80 to your escrow account. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
Transaction History
Escrow Statement dated March 8, 2023

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 2
By BBB Portal

See Attachment/File: Final Sakogawa Resolution.pdf
Customer Answer
Date: 03/24/2023

Complaint: 19845690

I am rejecting this response because: the file attached isn't downloadable. I am unsure if this is an issue with the BBB site as my previous attachments are also not downloadable. Please send the proof of the $55.80 refund to *********************
That is my personal email, thank you.

Sincerely,

***********************
Customer Answer
Date: 03/24/2023
I noticed the BBB site seems updated. I am no longer able to download attachments from previous conversations.
Initial Complaint
Date:02/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My insurance broker made an error and did not complete my homeowner's insurance policy. This was not caught until 8+ months later and it took several months to get a new policy in place. When Mr. Cooper became aware, I received two letters dated 2/14/23 (one first notice and the other second/final notice) that I would be charged $2,857 unless I could provide proof of insurance for this retroactive period. I called Mr. Cooper and was told I could not waive this charge with an inspection to prove that the house is in good standing. I was also told I would not be subject to this charge if I could provide proof of insurance during this time period. I spoke with the insurance broker and was told they would not be able to provide retroactive coverage.My issue is that $2,857 is an excessive charge for retroactive insurance, especially considering the risk has been removed and there has been no damage to the property. This is roughly $2,000 more than I was set to initially pay with property insurance, where there was foreseeable risk of damage to the property.If this BBB complaint does not work, I will be taking legal action, as I would rather pay this money to an attorney.
Business Response
Date: 02/27/2023
Please see attached resolution letter.
See Attachment/File: Resolution_0006350655.pdf
Customer Answer
Date: 02/28/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
From my initial complaint:
"My issue is that $2,857 is an excessive charge for retroactive insurance, especially considering the risk has been removed and there has been no damage to the property. This is roughly $2,000 more than I was set to initially pay with property insurance, where there was foreseeable risk of damage to the property."

The response from Mr. Cooper addresses the absence of insurance, which I have already conceded. Yes, I understand that I was contractually obligated to have insurance, and I am in discussions with my insurance broker about the error.

However, the response from Mr. Cooper does not address my complaints about the predatory cost of their retroactive insurance policy. As stated previously, Mr. Cooper is charging me $2,857, for retroactive insurance, knowing that this insurance will never be used. Meanwhile, my policy that had been canceled in error was $1,050 for the same year. Why would retroactive insurance coverage cost so much more than prospective insurance coverage, other than predatory reasons? If Mr. Cooper is unwilling the make an adjustment for this excessive charge, I'd at least like to see where this policy was purchased from.
Business Response
Date: 03/10/2023
Please review the attachment including the Resolution Letter and enclosures.
See Attachment/File: Resolution Letter and enclosures.pdf
Customer Answer
Date: 03/13/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. Cooper has yet to address the predatory nature of their excessive insurance rates and at this point, I don't expect them to acknowledge their wrongdoing. I would like contact information for the insurance company they have used to purchase this policy.
Business Response
Date: 03/24/2023
Please see the attached resolution letter
Business Response
Date: 03/27/2023
Please see the attached response
Business Response
Date: 03/28/2023
Attempting to attach the resolution letter and enclosures
Business Response
Date: 03/29/2023
Attempting to attach the resolution letter and enclosures
Business Response
Date: 03/29/2023
Attempting to attach the resolution letter and enclosures
Customer Answer
Date: 03/31/2023
I am rejecting this response because: Every response from Mr. Cooper has been the same. Each time I explain that I acknowledge I was in error by not having coverage, and each time Mr. Cooper informs me that I did not have coverage. My complaint is the predatory charge on my account for backdated insurance. There are no publicly available backdated insurance policies and Mr. Cooper has access to these policies because the insurance company they use is owned by their parent company. This conflict of interest allows Mr. Cooper to charge me for an outrageous amount, which they know will go straight to their pocketbook. This is the very definition of predatory business practices. I have tried calling the insurance company Mr. Cooper uses and have been told they would not directly sell me a backdated policy. If this is the case, why would they sell it to an organization under the same umbrella? The answer is simple - corruption.
Initial Complaint
Date:02/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am seeking reimbursement from my former mortgage servicer, Mr.Cooper, for a duplicate escrow property tax payment. I paid the tax bill out of personal funds on 12/9/22 in order to avoid delinquent taxes and fees on 12/10/22 per the tax bill. The property taxes were not showing as paid on the county website as of 12/9/22. Mr.Cooper's escrow statement shows a duplicate disbursement made on 11/28/22 for $1701.64 - Loan *********. I provided Mr.Cooper with the personal receipt, tax bill, and escrow statement. I have requested the reimbursement with multiple follow-up emails and no response. I also requested to close the Escrow account on 11/29/22. The mortgage note was sold and transferred to a new loan servicer as of 2/1/22.Thanks and I appreciate your help with this.***********************
Business Response
Date: 03/09/2023
Dear ***********************:

Thank you for reaching out to us on February 24, 2023. We appreciate the opportunity to make things right.

At this time, we are still reviewing your account to sufficiently address your concerns. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by March 16, 2023.

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.

Sincerely,

*****************************
Mr. Cooper
Manager - Customer Advocate Correspondence
PO Box 619098
******, ** **********
Phone: ************
Fax: ************
E-mail: ********************************************************
By BBB Portal
Business Response
Date: 03/16/2023
***Document Attached***
Please see resolution letter attached.

Dear ***********************:
Thank you for reaching out to us.
We received your correspondence through the Better Business Bureau (BBB) on February 24, 2023, and
have put together this reply with information that we hope will address your concerns. After an
investigation, we are sharing with you what we found.
Currently we are waiting for a refund to be issued from the county. As of the date of this correspondence
we ask that you allow an additional 15 business days for the refund to be received by Mr. Cooper. Once
the refund is available a refund check will be issued to you because of the loan being paid in full. An
updated resolution letter will be sent under separate cover once the refund is issued.
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.
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 taxes were scheduled to be paid with the escrow account on December 1, 2022, due
to the taxes being paid early by you on September 12, 2022, resulted in a duplicate tax payment.
You have the right to access the documents we used in this investigation; however, only our
internal records were used.
***********************
6424 ****************.
************** 95822
March 16, 2023
ACCOUNT INFO
LOAN NUMBER: 0684405558
CASE NUMBER: 0006351987
REFERENCE: 91717222
PROPERTY ADDRESS:
6424 ****************.
************** 95822
MORTGAGOR:
***********************
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,
************************************
*****************************-Enwefa
Customer Relations Specialist
**********************
P.O. Box 619098
******, ** **********
Phone: **************
E-mail: ********************************************************
By BBB Portal
See Attachment/File: Resolution Letter_Burger_0006351987.pdf
Customer Answer
Date: 03/17/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not heard from Mr.Cooper about a resolution to the issue as of 3/17/2023.
Business Response
Date: 03/24/2023
Please see the attached resolution letter.
Initial Complaint
Date:02/18/2023
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 family refinanced to homes with Mr. Cooper. In both instances, we did not have an escrow account set up at the time of closing. In once instance, this caused my hazard insurance to lapse during hurricane season. To reinstate the insurance, my family had to pay out of pocket to reinstate the insurance. In the second instance, it cause a late penalty to be added to our property taxes. This is unexceptable and I have not gotten straight forawd answers from the employees. I have been apriased that other have had this issue as well. This causes financial hardhip on the customers and requires countless hours of phone calls to resolve this issue.
Business Response
Date: 03/10/2023
Please see attached resolution letter.
See Attachment/File: Resolution Letter_Baker-Frost_0006324380
Customer Answer
Date: 03/14/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate Mr. Cooper paying the property taxes and the penalty associated with the late fee, we do not feel we should pay Mr. Cooper for the taxes since we had intent to pay the taxes if the escrow account was set up properly. This is based on our multiple year business history with Mr. Cooper. We also have more than one property with Mr. Cooper.

Going forward however, we will pay for the property taxes incurred through the now established escrow account.
Business Response
Date: 03/24/2023
Please see attached resolution letter.
Initial Complaint
Date:02/14/2023
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.
Mr. Cooper took two payments out of my Escrow Ac**unt for my homeowners insurance and I want it back. This all started with a call around 12/23/22 from my insurance agent who said my homeowners was going to be canceled on Jan 1, 2023 due to non payment. Per the Mr ********************** website the payment was issued 10/19/22 but my insurance company never received it. Due to the holidays I paid the Homeowners bill with my credit card. In the meantime, I spoke with Mr ********************** and they overnighted a payment of $1593.00 on 12/27 to the insurance company. This was received and my homeowners refunded me the $1593.00 I paid. However, there were now two payments taken from my escrow. I called and was told the payment issued 10/19/22 was never received . This was a bulk payment for many customers, me included. Mr ********************** reissued a replacement check #********* for $11,864.00 to the ins *** however the ins ** **uld not post it as it was not balanced and **ntained no policy numbers. The ins ** returned the entire check, uncashed, to Mr ********************** on or about 12/23/22 and from there nobody can ac**unt for it much less **rrect the error despite me making at least 8 calls to various people at Mr. Coopers ********************** their insurance **** and their Escrow ****.
Business Response
Date: 02/28/2023
Thank you for reaching out to us on February 15, 2023. We appreciate the opportunity to make things right.

At this time, we are waiting for the refund from the voided check to be research and deposited into the escrow account. We apologize for any inconvenience this may have caused and appreciate your patience. Expect to hear from us by March 8, 2023.

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.
Customer Answer
Date: 03/08/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I was supposed to hear from them today and they have not contacted me. They act like this is the first time I have complained. I have been calling them repeatedly and they have been aware of the issue since 12/23/22. The bookkeeping problem is their problem not mine. The check was issued on 10/19/22, well over 4 months ago. Any competent business should have this corrected by now. I want MY money refunded into my escrow and the analysis redone because they actually owe me more money once the analysis is done. They have also not responded to the Consumer Financial ***************** so at this point I am livid. Perhaps an attorney would get more action.
Business Response
Date: 03/08/2023
***Document Attached***
Please see attached documents.
See Attachment/File: Resolution Letter_Jablonski_0006295600
Initial Complaint
Date:02/01/2023
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.
I paid Nationstar ****** two years ago. Many payments in advance. Dec 20th Nationstar sold my home. How can they sell it when years of payments have been made?
Business Response
Date: 02/07/2023

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

Thank you for reaching out to us.

We received your inquiry through the Better Business Bureau (BBB) on February 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.

After reviewing your account, we found that an adjustment was completed on January 12, 2021, which applied funds in the amount of $42,000.00 to the account on December 29, 2020.The payments completed the monthly installments for July 2019 through February 2021. An additional adjustment was completed on January 14, 2021, which applied an additional payment towards the February 2021 monthly installment making the account due for March 2021. We have enclosed a copy of the Detailed Transaction History which reflects the application of these payments to the account.

We understand the transfer of servicing was not a choice; however, loans may transfer between mortgage servicing companies during the life of the loan. According to our records the servicing of your account was transferred from Mr. Cooper to Select ************************ effective February 3, 2022. We have enclosed a copy of the Goodbye Letter mailed to you on January 14, 2022. For any further question or concerns please reach out to the new servicer.

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:
Detailed Transaction History
Goodbye Letter

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

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

See Attachment/File: c0c099b9-42a7-ed11-aad1-002248280079-287054f5-2ea7-ed11-aad1-0022482a9803-Loan ********* **********
Customer Answer
Date: 02/08/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Nationstar bought back the loan on Dec 17, 2022 and then sold my home on Dec 20, 2022.
Business Response
Date: 02/17/2023
Please see attachments.
See Attachment/File: hillfinal1
Customer Answer
Date: 02/22/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
The letter I have shows my next payment was to be August 2022
See Attachment/File: Screenshot_20230222_072301_OneDrive.jpg
Business Response
Date: 03/01/2023

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

Thank you for reaching out to us.

We received your inquiry through the Better Business Bureau (BBB) on February 22, 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.

In your correspondence to our office, you advised that you have documentation that shows the next payment due was August 1, 2022. The document you provided states that the next payment due date is June 1, 2022. We found no documentation that reflects the accounts next due date to be August 1, 2022.

According to our records the servicing of your account was transferred from Mr. Cooper to Select *********************** effective February 3, 2022, and reflected a next due date of June 1, 2022. We have enclosed a copy of the Goodbye Letter mailed to you on January 14, 2022. For further questions or concerns please reach out to your new servicer.

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:
Detailed Transaction History
Goodbye Letter

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

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

See Attachment/File: a3370b05-11b7-ed11-83fe-0022482a9ef5-56dce236-f6b6-ed11-83fe-0022482a9422-Loan ********* **********
Customer Answer
Date: 03/02/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
So if my loan was sold why did Nationstar sell my home? And you are correct June 1, 2022 was the next due date, but my money was rejected for that due date. So my loan was sold then bought back and sold again at auction.
See Attachment/File: Screenshot_20230207_101758_OneDrive.jpg
Business Response
Date: 03/10/2023

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

Thank you for reaching out to us.

We received your letter through the Better Business Bureau (BBB) on March 3, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.

Our records reflect the loan was transferred to Mr. Cooper effective March 7, 2019, and the loan was due for the March 1, 2019, monthly payment. The funds in the amount of $42,000.00 were received on December 29, 2020, which were initially applied to the suspense account. We then pulled $30,078.94 from the suspense account on December 29, 2020, and applied those funds to monthly payments for July 2019, through March 2021. This means the loan was only paid ahead for two months.

Please note that a loan can be transferred to another servicer at any time. The loan was service transferred effective February 3, 2022, to Select Portfolio Servicing (SPS), **** and the loan was transferred due for the June 1, 2022. If you have any further questions or concerns about your loan, please reach out to SPS directly.

According to our records the servicing of your account was transferred from Mr. Cooper to Select *********************** effective February 3, 2022, and reflected a next due date of June 1, 2022.We have enclosed a copy of the Goodbye Letter mailed to you on January 14, 2022.

If you have any documentation to substantiate the information, we provided is inaccurate, please send these documents to our ******************* using the information listed below:

Mr. Cooper
Attention: *******************
*****************************************************
*******, ** 75019
Fax: ************

Our records do not reflect that any new information has been provided to our office regarding the above-mentioned concerns.

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:

Detailed Transaction History
Goodbye Letter

If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.

I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.

Sincerely,

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

See Attachment/File: d781436d-95bf-ed11-83ff-0022481de917-658340997-Hill-0006392193-E2 1
Customer Answer
Date: 03/14/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
How does ****** = 2 months
Initial Complaint
Date:01/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mr. Cooper is my mortgage company that holds my home loan and also an escrow account that makes payments for my home insurance policies and property tax. On 7/12/22, Mr. Cooper made a payment of $795.00 for my hurricane insurance policy. However, it was paid to the wrong insurance company, ******************* I notified Mr. Cooper of its error, so on 8/17/22, it made a payment of $713.00 to the correct insurance company, *********************************** Managers, LLC (ICAT). Since then, I have made numerous phone calls for the last six months to Mr. Cooper requesting $795.00 be refunded to my escrow account, but I have had no success. I called Mr. Cooper's insurance department more than once to have my issue escalated and was promised that a supervisor or manager would call back to assist me, but that never happened. I also filed a complaint regarding my issue on the phone with a Mr. Cooper customer service representative, but I received no feedback to date. To make the matter even worse, due to the extra $795.00 that was paid out from my escrow account because of **********************'s own error, Mr. Cooper has increased my monthly mortgage payment by $65.47 from $3505.94 to $3571.41 as of 11/1/22 in order to replenish funds in my escrow account. The only excuse that I was told on the phone was that Mr. Cooper needs to wait until ****************** returns the $795.00 wrong payment to Mr. Cooper before I can be refunded. But since this issue has no fault on my part, I believe I should be refunded $795.00 immediately, and Mr. Cooper can separately correct the wrong payment that it made to ******************* Besides, I have already given Mr. Cooper six months to recoup this money.Please assist me with getting $795.00 refunded to my escrow account and returning my monthly mortgage payment back down to $3505.94. Thank you for your assistance!
Business Response
Date: 02/06/2023
Please see attached
See Attachment/File: Cheng ********* case ********** -Follow-up Response
Customer Answer
Date: 02/08/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund of $795.00 back to me should not be contingent upon Mr. Cooper getting the money back from ******************* It is Mr. Cooper's mistake for making an erroneous payment using my money, so Mr ********************** needs to take total responsibility for its own error and be liable for returning $795 to me immediately using its own funds. Mr. Cooper can separately correct the wrong payment that it made to ******************* but my refund should not be dependent upon this action. Mr. Cooper has not been trying to resolve this issue with a sense of urgency. What if Mr. Cooper drags on for years to recoup this money, am I supposed to wait for years to get my money back? Besides, I have already given Mr. Cooper six months to recoup this money. Mr. Cooper needs to elevate my issue to their highest management level necessary to give me a refund immediately. If Mr. Cooper fails to resolve my issue now via BBB, my next steps will be to initiate legal actions against Mr. Cooper for the $795 plus reimbursement of any legal expenses incurred and compensation for mental stress that Mr. Cooper has placed on me.
Business Response
Date: 02/17/2023
Please review the attachments.
See Attachment/File: Resolution Letter
Customer Answer
Date: 02/27/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
While I accept the immediate actions proposed by Mr. Cooper in its response letter dated 2/17/2023 to mitigate the errors that it had created, I need assurance from Mr. Cooper that the same mistakes will not happen again in the future. Over the course of the last seven months, I was once informed by one of Mr. Cooper's insurance department representatives that Mr. Cooper's computer system determines the insurance premium payee and processes the payment automatically with minimal human intervention. If this is indeed the case, how can Mr. Cooper prevent this problem from arising again come this July when my insurance policy renews?

Due to the extreme trouble that I have had to go through in the last seven months, I have been even considering switching to a different insurance company just to simply avoid having to deal with Mr. Cooper making the same mistake again. But that will mean higher insurance cost for me, so I really do not want to take this last resort.

Also, with Mr. Cooper now acknowledging the errors that it made, what is Mr. Cooper willing to offer as compensation for its wrongdoings? I would like to request that Mr. Cooper compensates me by either reducing my mortgage interest rate by 1% or giving me a one-time courtesy payment of $8,000 for the undue stress that it placed on my family and me, as well as for the numerous hours that I spent on the phone and online trying to resolve problems that Mr. Cooper was unwilling to proactively solve? I do not feel that only taking an action seven months later to return the money that was mine to begin with adequately offsets Mr. Cooper's wrongdoings. It also does not sufficiently help Mr. Cooper to regain customer satisfaction and trust.
Customer Answer
Date: 07/03/2023
In response to this complaint on 2/27/23, I stated that I need assurance from Mr. Cooper that the same mistake would not happen again in the future, but I have received no response from Mr. Cooper. Today, 7/3/23, when I called Mr. Cooper to check on the status of my escrow account, I found out that a payment for my hurricane insurance policy renewal was made again to the wrong company, ******************* on 6/26/23. I spoke with a customer service representative afterwards, and she said she manually cancelled the wrong payment made on 6/26/23 upon my request and issued out a new payment to the correct insurance company, ICAT. I asked if my escrow account would be charged twice for this, and she said it would not. However, I have very low confidence that this payment revision has been executed correctly by Mr. Cooper, and it remains to be seen. Returning to my original question, how can Mr. Cooper prevent this problem from arising again without my intervention and causing me unnecessary stress when my insurance policy renews every year in July?
Business Response
Date: 07/13/2023

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

Thank you for reaching out to us.

We received your correspondence through the Better Business Bureau (BBB) portal on July 10, 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.

In reviewing your account,it has been confirmed that the disbursement was made in error on July 12, 2022,in the amount of $795.00 and was therefore refunded on February 15, 2023. The deposit reflects as a hazard insurance deposit in the amount of $795.00. A copy of the Detailed Transaction History has been enclosed for your reference.

The Initial Escrow Account Disclosure Statement, which was signed and dated on August 3, 2021, shows that the semi-annual projected County Property Taxes reflected $2,137.80 total. There are two payments that are disbursed each in the amount of $1,068.90 per year. The *************** premium was $1,201.56 and the Wind, Storm, and ************** premium was $789.00. The combined property insurance totaled $1,990.56 per the Initial Escrow Account Disclosure Statement.

The monthly payment increase is not pertaining to the hazard insurance disbursement that was made in error on July 12, 2022, in the amount of $795.00. The monthly payment increase is due to the projected County Property Tax amount increasing from the initial projection amount of $2,137.80 to $2,545.20 which resulted in an increased annual tax amount of $407.40. Additionally, the projected **************** amount which increased from the initial annual amount of $1,990.56 and the current annual projected property insurance amount is $2,398.05 which was an annual increase amount of $407.49.

Per the Escrow Review Statement dated September 28, 2022, there was an escrow shortage amount of $490.84 which was spread over 12 months at $40.90 per monthly. The projected County Property Tax amount was $2,545.20 and the projected ****************** amount was $2,398.05. The monthly payment amount was $3,571.41 effective November 1, 2022.
As a result of the hazard insurance deposit on February 15, 2023, in the amount of $795.00 there was an updated escrow analysis completed. The Escrow Review Statement dated February 16,2023, reflected a surplus in the amount of $467.76 which was disbursed on February 16, 2023. The escrow portion of the monthly payment amount is $411.94,and the principal and interest amount of $3,118.57. The new monthly payment amount is $3,530.51 effective March 1, 2023.

We regret any dissatisfaction that you may have experienced related to this matter. Enclosed for your reference are copies of the prior Resolution Letters dated February 17, 2023, February 6, 2023, Escrow Review Statements dated February 16, 2023,and September 28, 2022, Initial Escrow Disclosure, (2) Insurance Documents and (2)Detailed Transaction History.

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 additional 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 (2)
Escrow Review Statements (2)
Insurance Documents (2)
Initial Escrow Disclosure
Prior Resolution Letters (2)

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,
*****************************-Enwefa
*****************************-Enwefa
Customer Relations Specialist
*************************
P.O.Box 619098
******,** **********
Phone: **************
E-mail:********************************************************

Enclosures 9
By BBB Portal
Customer Answer
Date: 07/18/2023
I am rejecting this response because I am not asking about the past payment error which has been corrected. My concern is about the same error occurring again for the upcoming and future payments for the wind insurance renewal. I had to call Mr. Cooper earlier this month to correct a wrong payment that Mr. Cooper had issued to ****************** when the correct payment should be sent to ICAT. Per the customer representative on the phone, the error has been corrected at my request but I have not received any confirmation yet from ICAT. Once again, Mr. Cooper did not learn from last years mistake, and I had to intervene again this year for the same payment error. Please prevent this from ever happening again.
Initial Complaint
Date:01/18/2023
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.
I have decided to sell the property and signed a contract today. Could you please assist in providing a copy of USAA Home and rental insurance. Please see below my personal information Name: ********************* Loan Number: ********** Property Address: ************************************************************ Also add *********************** and ************************* as authorized users on loan for 60 days in order to complete the loan assumption process. Also, I want to initiate a successor in interest in order to complete a substitution of entitlement as both ***** and ***** are Veterans with VA eligibility. This is for their primary residence and I would like to start the process in order for the loan assumption paperwork to be initiated.
Business Response
Date: 01/25/2023
Dear **********************,

Thank you for reaching out to us.

We received your inquiry from the Better Business Bureau (BBB) on January 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.

Assumption

In your inquiry, you stated you decided to sell the property and signed a contract. You requested a copy of the **** Home and ***************** You also requested to add *********************** and ************************* as authorized third parties on the loan for 60 days in order to complete a loan assumption. You further requested to initiate a Successor in Interest (SII) in order to complete a substitution of entitlement as both third parties have *********************** (VA) eligibility, and this would be their primary residence. Lastly, you requested to start the loan assumption process. Upon review of the account, we determined on January 18, 2023, you called Nationstar Mortgage (NSM) and gave verbal authorization to add *********************** and ************************* as authorized third parties. The agent completed the verbal authorization which is valid for 60 days and expires on April 17, 2023. Authorized party *********************** called back in later this day and requested to initiate an assumption. The agent explained as *********************** was not an SII, there may be potential for a credit qualifying assumption if the assuming parties qualify and are entitled to veteran benefits.

On January 19, 2023, you spoke to a manager, and a conference call was completed with the authorized parties. The authorized parties stated the VA advised an assumption could be completed as they were both veterans. The manager confirmed a credit qualifying assumption may be available as authorized parties are not SII and not related to you. The manager advised once all necessary documents that are required are returned, a credit qualifying assumption review can be completed. The manager advised the Assumption Welcome Packet had been requested to be mailed out. The manager explained that once the assumption process is started, after both you and the assuming parties provided their required documentation, a point of contact with the Assumption team would be assigned.

An Assumption Welcome Package was sent to you at the mailing address on file by the ********************** on January 24, 2023.

On January 25, 2023, you called to inquire if the loan assumption addendum had been received, and the agent advised that it had. You requested for the Assumption Welcome Package to be e-mailed you, which the agent assisted with. You advised you would work with the assuming parties to complete the package and return. You advised you intended to close on the sale in February and wanted to make sure all documents were completed and ready to be signed at the time of closing.

Please note, we were unable to obtain a copy of the requested **** Home and ***************** Nationstar Mortgage, LLC., subservicer for **** ******************** (NSM) services the mortgage loan only and does not have access to Home or **************** policies. Please contact **** ******************* for further assistance at ************.

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 Assumption Welcome Package has been sent to you via mail and e-mail for execution. You have the right to access the documents we used in this investigation; however, we have relied on internal notes and systems, which are proprietary and unavailable to the public.
If you have any questions, please contact our **************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 7 a.m. to 3 p.m. (**). Visit ** on the web at www.usaa.com for more information.

Sincerely,

***************************
**** ********************
Phone: ************
E-mail: ***************************

See Attachment/File: ****** BBB Resolution Letter Final.pdf
Customer Answer
Date: 02/02/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Please find necessary documents attached along with this response.

1) The loan Assumption addendum has been modified to an additional addendum as attached.

2) I have not received any loan assumption packet in regular mail as promised, Mr.Cooper has miscommunicated and delayed the loan assumption process deliberately/intentionally.

3) I had to call multiple agents to request for the loan assumption packet electronically via email

4) Nation Star violated my legal rights by providing misleading information that I am not eligible for loan assumption however had to convince the agency that this assumption is between two veteran party's (VA Memo attached). Both buyer and seller are veterans. Their packet does have a substitution of entitlement clause for the loan assumption.

5) Please review the letter attached which states justification for the loan assumption, release of liability and substitution of entitlement

I have not received any response from the lender- Mr. Cooper about the closing date, since I am requesting for release of liability and have the buyer party assume the existing loan / transfer my deed/note and remove me as the primary on the account, which would relive me from the existing loan obligation. Please see below the email communication to Mr. Cooper from this week and have not received any communication yet

Mr. Cooper Manager - ****************************************************
Mr. Cooper Agent - ********************************************
Escrow Officer - *****************************

Respected ****************

Name: ************************* / ***************** ( Previous Name on Note / Title)

Loan Number: 1824329864

Ref # *****

VA Loan Number: 45-45-6-3135345

Account Number: **************

Property Address: ************************************************************

1) I have received the Loan Assumption Packet from your department in an email and have worked on it along with the potential buyers over the weekend. I have scanned the complete packet (approx - 62 pages) and emailed it to the assumption processing department - ************************************************ Due to the sensitive nature of the scanned documents which contain personal information (SSN,DL,NAME ETC...) unable to attach it along with this email. The original copy has been mailed **** Priority Mail (should receive by 02 Feb 2023) to P.O. BOX ****** ****** ** 75261

2) I am not able to access my mortgage account online (personal laptop or phone) hence had to make a monthly mortgage payment over the phone for the month of February 2023 which is scheduled for today 01 Feb 2023. Please assist in resolving this issue since this is pre existing for a few months.

3) Based on the phone conversation with one of your agents, the loan assumption processing department has received the scanned copy of loan assumption paperwork electronically and would need 30 days for processing. Kindly provide your projected closing date for this sale, thank you !

I am requesting for a response to the above concern as I am not able to access my mortgage account online and there are no local branches in ******* to make monthly mortgage payments. Mr. Cooper will have to communicate about the loan assumption paperwork being received and processed in a timely manner by providing consistent communication about possible closing date. The Title company is waiting on paperwork from the lender/Mr. Cooper to initiate the loan assumption.
See Attachment/File: Purchase *************************************************
Business Response
Date: 02/13/2023

February 13, 2023

**********************
PO Box 11574
*****, ** 85284

RE: Reference Number - 0006232098
Property Address - **************************************************************************
Loan Number - 1824329864
BBB Case Number - 91709251

Dear **********************,

Thank you for reaching out to us. We are looking forward to helping you.

We received your correspondence through the Better Business Bureau (BBB) on February 3, 2023, and we have put together this reply with information that we hope will alleviate your concern. After an investigation, we are sharing with you what we found.

1.Assumption

In your correspondence, you stated the loan assumption has been modified to an additional addendum. You also stated that you have not received any loan assumption packet through mail as promised and Mr. Cooper has miscommunicated/delayed the loan assumption process. You further stated that you have not received any response from Mr. Cooper about the closing date. After review, it was determined that you were advised of the time frame of three to four months for the completion of a credit-qualifying assumption of the loan during a conversation you had with a Nationstar Mortgage (NSM) agent on January 19, 2023. During the same conversation, you advised the agent that you did not wish to move forward with the assumption and preferred to sell the property. On the same day, you called back along with the authorized third parties and advised an NSM agent that you wished to initiate the assumption. You advised the agent that you signed a contract to sell the property to the authorized third parties via an assumption. However, the agent advised you that neither authorized party was a Successor-In-Interest (SII) for the loan and the assumption request would be escalated to our ********************* for review.

Pursuant to your request, you spoke with a **************** Manager along with the authorized third parties later on the same day. The **************** Manager advised you that a credit qualifying assumption may be available for you as the authorized parties are not SII and non-related to the you. The **************** Manager advised once all required documents are returned, a credit qualifying assumption review can be completed.

On January 23, 2023, you spoke with an NSM agent regarding assumption information. The agent advised you of the events that would be required for an assumption to be approved, but reviewed the account further and also advised you that an assumption would be possible for the loan. It is important to note, that credit qualifying assumption information will not be disclosed to you as it could potentially violate the third parties' privacy regarding their credit.

As stated in the letter dated January 25, 2023 sent to you through the BBB portal, an assumption package was sent to you on January 24, 2023 at the authorized mailing address for the account.

During a conversation with an NSM agent on January 25, 2023, you were advised by the agent that the assumption addendum was received. You also requested the assumption welcome package be e-mailed to you, which was completed on the same day. On the same day, you spoke with a **************** Manager regarding the assumption request. The **************** Manager advised you that we received the assumption addendum and that you would not be financially responsible for the loan once the assumption was completed. You also advised the **************** Manager that you would work with the authorized party to complete the assumption packet.

Further review determined that the required assumption documents were received and on January 30, 2023, you contacted NSM and spoke with an NSM agent. The agent advised you that the timeframe for the completion of a credit qualifying assumption review would be three to four months. This information was also provided to you during a conversation with a **************** Manager on February 7, 2023 and you were advised that no update was available at that time. Please note that as stated above, you will not be provided information that pertains to the third parties' credit qualifying process as it may violate their privacy rights.

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 errors occurred regarding the information provided to you regarding your assumption request. You have the right to access the document we used in this investigation, and we have enclosed it. The document is:

Previous Letter

What do I need to do?

If you have any questions, your Member Assistance Specialist is *********************** and he can be reached at ************** or via mail at the address listed above. Our hours of operation are Monday through Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 7 a.m. to 3 p.m. (**). Visit ** on the web at www.usaa.com for more information.

Sincerely,

*******************
USAA *************** Bank
phone: **************
e-mail: ********************************

Enclosure
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

See Attachment/File: ****** BBB Resolution Letter 2
Customer Answer
Date: 03/07/2023
***Document Attached***
I am not able to accept the response from USAA about this complaint. Will have to reopen this since the agency has not provided any status of the loan assumption neither they are willing to assist. The agency is promoting VA home loan for veterans as a marketing tool however unwilling to assist veterans with their entitlement. Buyers have expressed similar concern about Mr. Cooper unequipped with educations and tools to better assist. I have worked for USAA as a full time employee and nation star / Mr. Cooper have high volume / visibility with respect to complaints. USAA have not reached out to me neither assisting with this loan assumption request.
See Attachment/File: Customer_Correspondence_0
Business Response
Date: 03/16/2023
Dear **********************,

Thank you for reaching out to us.

We received your inquiry from the Better Business Bureau (BBB) on March 10, 2023, and we 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.

Assumption

In your rebuttal, you stated you did not accept our response as we did not provide any status of the assumption to you. Upon review of our previous BBB responses and notes from the account, we determined that we have advised that we are unable to provide details of the Credit Qualifying Assumption to you as the seller in an effort to protect the private information of the assuming party.

On February 27, 2023, a manager called you to advise the assumption application reflected as complete. You advised you knew the assuming party was working with the *********************** you would wait for updates, and you would continue to submit payments for the account.

On March 9, 2023, a manager spoke with you via phone and advised there was no update noted on the account regarding the assumption. You advised the buyer had spoken to an Assumption agent and a credit check was being conducted. You stated your understanding that you are a third party in this assumption process as the seller. You acknowledge that an assumption could be a lengthy process and that you would continue to submit payments.

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 we have advised that we are unable to disclose assumption details to you to protect the private information of the assuming party. You have the right to access the documents we used in this investigation, and we have enclosed them. We have also relied on internal notes and systems, which are proprietary and unavailable to the public.
Previous BBB Response Letters (2)
If you have any questions, please contact our **************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 7 a.m. to 3 p.m. (**). Visit ** on the web at www.usaa.com for more information.

Sincerely,

***************************
USAA *************** Bank
Phone: ************
E-mail: ***************************

Enclosures 2

See Attachment/File: ****** BBB 2nd Follow Up Resolution Letter Final
Customer Answer
Date: 03/21/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate the response from the business however I am doing my best to better communicate my concern.

1) I have made several calls last year with respect to loan assumption and USAA providing misleading information about the process that they don't accommodate such requests. Rather consider refinancing at a higher rate

2) I had a threatening phone call from ************************* mid last year demanding me to pay off the whole loan amount (approx - *******). My account is active and have been making payments since sep 2021. Could USAA release the phone recording / transcript.

3) Starting Jan 2023 I had to call customer service requesting for loan assumption packet, apparently the agents were not trained or educated to process my request. I had to call along with the buyers to explain the process and provide ****'s from VA in order for the loan assumption packet to be emailed. They decided to mail the packet instead which took 3 weeks to be received.

4) The assumption packet is processed in the back office and there is no assigned team to provide status. the customer service manager who I have been calling has no visibility on the process and I have requested her to email me with any weekly updates

5) I understand the loan assumption process might take 3 to 4 months as stated by several agents including *********************** and monthly payments are made on time. I do have two jobs and pay for my mortgage and current stay since home is vacant.

6) The credit worthiness / verification is a process that would be decided by the lender and buyers are working towards approval. However by when can we know the result ? I don't need to know the details since I have nothing to do with however if not approved will have to prepare for alternate options. from my understanding from the buyers there has been conditional approval

Mr Cooper did call me last year demanding for the whole loan to be paid off in full and until then I don't own the home. was there any reason for enforcing such intimidating tactics against a consumer, please release all phone conversations from the last 12 months so that they can be investigated
Business Response
Date: 03/24/2023

March 24, 2023

**********************
PO Box 11574
*****, ** 85284

                             RE:     Reference Number 0006487761
                                       Property Address **************************************************************************
                                       Loan Number 1824329864
                                      BBB Case Number 91709251

Dear **********************,

Thank you for reaching out to us. We are looking forward to helping you.

We received your correspondence through the Better Business Bureau (BBB) on March 23, 2023, and we have put together this reply with information that we hope will alleviate your concern. After an investigation, we are sharing with you what we found.

Assumption

In your correspondence, you stated that you did not accept our previous response sent to you through the BBB Portal on March 16, 2023. You further stated that you have made several calls last year regarding the loan assumption request and misleading information. Pursuant to the previous correspondences sent to you, once the credit qualifying portion of the assumption process begins, you as the seller, will not receive updates regarding the buyers credit qualifying review process.

You also stated in your correspondence that you had a threatening phone call from a Nationstar Mortgage (NSM) agent last year who demanded that you pay off the loan. Our review of the account did not determine any evidence that any NSM agent/manager demanded that you pay the loan in full. During a conversation that occurred on August 10, 2022, that you had with the agent referenced in your correspondence, you requested to extend the forbearance plan. The agent advised that you were eligible for another six months of forbearance at that time and submitted a request to extend the forbearance plan.

You spoke with the above referenced agent on December 16, 2022, regarding extending the forbearance and workout options following the end of the forbearance plan. The agent provided you with information regarding options to bring the account current. You requested to be transferred to the Refinance Department,which was completed by the agent. As stated above, we found no evidence that any representative of NSM demanded the entire balance be paid in full. No foreclosure actions have occurred, and no letters have been sent to you demanding the loan be paid in full.

In your correspondence, you stated that starting in January 2023, you had to call our *************************** to request an assumption packet, which took three weeks for you to receive. Pursuant to the previous enclosed response letter sent to you, you spoke with an NSM agent on January 19, 2023 and advised the agent that you did not wish to move forward with the assumption and preferred to sell the property. On the same day, you called back along with the authorized third parties and advised an NSM agent that you wished to initiate the assumption. Therefore, your request was sent to our Assumption Department.

On January 23, 2023, you spoke with an NSM agent regarding assumption information. The agent advised you of the events that would be required for an assumption to be approved, but reviewed the account further and also advised you that an assumption would be possible for the loan. It is important to note, that credit qualifying assumption information will not be disclosed to you as it could potentially violate the third parties privacy regarding their credit.

The assumption welcome packet was sent to you on January 24, 2023. However, during a conversation with an NSM agent on January 25, 2023, you were advised by the agent that the assumption addendum was received. You also requested the assumption welcome package be e-mailed to you, which was completed on the same day. On the same day, you spoke with a **************** Manager regarding the assumption request. The **************** Manager advised you that we received the assumption addendum and that you would not be financially responsible for the loan once the assumption was completed.

The loan is currently under review for a credit qualifying assumption to a non-third party. If the non-related parties are approved through the credit qualifying process, you will be notified of a closing date to complete assumption signing. As of the date of this letter, the loan is current and next due for the April 1, 2023 monthly payment.

RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no errors occurred regarding the information provided to you regarding your assumption request in the previous response letters sent to you. You have the right to access the documents we used in this investigation, and we have enclosed them. The documents are:

Previous Letters (2)

What do I need to do?

If you have any questions, please contact our **************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 7 a.m.to 3 p.m. (**). Visit ** on the web at www.usaa.com for more information.

Sincerely,

*******************
USAA *************** Bank
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
Customer Answer
Date: 04/06/2023
I am rejecting this response because: The call center agent ************************* did call me (Aug 2022) through a separate line demanding for monthly payment since it was pat due, also make a full payment of the loan amount at the earliest convenience. Historically I receive phone calls through Nation Star on my caller Id. During the call she did mention about speaking with a USAA rep in ******* regarding my home loan and they will call me from the bank. Right after I did receive a call from a local 602 area code claiming she is a USAA representative inquiring about my checking account transactions and home loan payments. This call was suspicious since USAA never calls me through a local number and the calling party had my personal information, I do suspect ************************* or nation star / Mr. Cooper have compromised my USAA account details to third party. with that being said I delayed the payments until Dec 2022 if similar incident might happen again, during when I paid off the unpaid monthly mortgage payments in Dec 2022 (approx. - $19,766.61)
I have an active Top Secret TS/SCI clearance and have accepted a full time offer with DHS. Don't have any reason to lie and have decided to close all my account information with USAA. The closing date for the home is set at Apr 18 2023 and mortgage for ***** has been made with account being current
Customer Answer
Date: 04/10/2023
USAA MESSAGE :- The loan is currently under review for a credit qualifying assumption to a non-third party. If the non-related parties are approved through the credit qualifying process, you will be notified of a closing date to complete assumption signing. As of the date of this letter, the loan is current and next due for the April 1, 2023 monthly payment.
Hello
I was notified about Credit worthiness review since Feb 2023 and curious to know how long will this process take from now, would that be possible to provide projected Month for the buyers being approved or rejected. Buyers mentioned to me that Mr. Cooper is backed up and lot of other assumptions to process. Also would you recommend me to file a complaint with CFPB regarding this ?

Customer Answer
Date: 04/11/2023
Hello USAA
Based on my previous experience I do record phone conversations for my record and have the cell phone recordings / transcripts available for future record. As per the Contract both buyer and seller can request for Information from the lender with the help of attached *** Loan Status Update. Would like to request USAA to provide feedback on the status of the loan assumption packet shown on page 2 of the attachment. As a consumer I do have several consultations with my legal team to better approach this process and it is imperative Mr. Cooper can provide better feedback.

Business Response
Date: 04/21/2023

April 21, 2023

**********************
PO Box 11574
*****, ** 85284

                                   RE:       Reference Number 000660046
                                                Property Address **************************************************************************
                                                Loan Number 1824329864
                                                BBB Case Number 19844516

Dear **********************,

Thank you for reaching out to us. We are looking forward to helping you.

We received your correspondence through the Better Business Bureau (BBB) on April 14, 2023, and we have put together this reply with information that we hope will alleviate your concern. After an investigation, we are sharing with you what we found.

Assumption

In your correspondence, you requested that *********************** and ************************* be added as users on your loan for 60 days in order to complete the loan assumption process. You also requested to initiate the Successor-In-Interest (***) process in order to complete a substitution of entitlement as both *********************** and ************************* are veterans with *********************** (VA) eligibility. You further stated that you would like to start the process in order for the loan assumption paperwork to be initiated. Under the *********** Settlement Procedures Act (RESPA) and Regulation X, we are not required to respond to requests for information that are duplicative and substantially the same as previous requests. Your fifth and most recent request received on April 14, 2023, seeks substantially the same information as previously requested in your four requests. In the previous requests received,you requested an assumption for the loan, to add *********************** and ************************* as authorized third parties, and to initiate the *** process for ************************Because you seek information substantially similar to information previously requested, for which we provided a response, we are not required to respond to duplicative information requests a fifth time.

As of the date of this correspondence, the credit qualifying process for the requested loan assumption is still under review for the non-related assuming parties. As stated in the letters previously sent to you, we are unable to provide details of the credit qualifying assumption to you as the seller in an effort to protect the private information of the assuming parties. If the non-related assuming parties are approved, you will be notified of a closing date to complete the assumption signing.

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 errors occurred as we are not required to respond to requests for information that are duplicative and substantially the same as previous requests. Our records reflect that we have responded on multiple occasions regarding the requests referenced above. You have the right to access the documents we used in this investigation, and we have enclosed them. The documents are:

Previous Letters (4)

What do I need to do?

If you have any questions, please contact our **************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 7 a.m.to 3 p.m. (**). Visit ** on the web at www.usaa.com for more information.

Sincerely,

*******************
USAA *************** Bank
phone: **************
e-mail: ********************************

Enclosures 4
By BBB Portal

Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:
Hud.gov
Neighborworks.org

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Business Response

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Mr. Cooper is BBB Accredited.