Complaints

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

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• 

  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Mr. Cooper

  8950 Cypress Waters Blvd Coppell, TX 75019-4620

  
• 

  Mr. Cooper

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

  
• 

  Mr. Cooper

  140 N Arizona Ave Ste 200 Chandler, AZ 85225

  
• 

  Nationstar Mortgage LLC

  1164 Bishop St Ste 1211 Honolulu, HI 96813

  

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:12/16/2022

  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 trying to get Nationstar Mortgage to return insurance claim proceeds for 8 weeks, and they keep delaying and abusively putting me off. I have repeatedly called and requested a status, and am told it is in review and that they will get back to me in 5 business days. After getting this same answer several times I have requested numerous times to talk to a supervisor, and the customer service representative said they would have a supervisor call me back in 48 hours. I have not received any of those promised callbacks. The company is currently holding $99,871.64 of my funds that I received from State Farm Insurance as the result of a lawsuit settlement. This amount is even more thanthe balanceowed on my mortgage with them (less than $80,000). They received these funds on 10/24/2022. I had already passed my "final inspection" by Nationstar Mortgage on May 30, 2022 that qualified me for release of all funds. There is no reason for them to be holding my funds but they refuse to release them. Twice they requested additional information: 1. On 10/31/2022 they requested an updated Adjuster's Worksheet. I explained that they already had it, but to avoid any delay, I went ahead and resubmitted the document to them. They received the document on 10/31. 2. After much back-and-forth, they then said I needed to submit a copy of the legal documents from the lawsuit. They had no reason to ask for these documents and had no right to them since I had already passed "final inspection" but I sent the documents anyway. They received these documents on 12/2/2022. The only response that I can get from the company is that it is "being processed" and I will hear back from them in 5 days. I have been getting that same answer for weeks.
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Please see attached resolution letter
  
  
  Consumer Response /* (3000, 7, 2022/12/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They misrepresented how many times I had to contact them and how many times they promised a supervisor callback that didn't happen.
  They completely ignored the fact that they owe me interest for holding my money for 2 months, while continuing to charge me interest on my mortgage outstanding balance.
  They ignored correcting the processes that allowed them to abuse me as I am sure they have done to many other customers.
  
  
  Business Response /* (4000, 9, 2022/12/31) */
  Please see attached resolution.
  
  
  Consumer Response /* (4200, 11, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr. Cooper credited my account a total of $1.67 in interest for holding $99,871.64 of my money for 2 months, while charging me $440.37 in interest during that same period on my loan when my outstanding balance was only $78,063.24. All while putting me through hell trying to get them to release my money so I could pay the debt I incurred fixing my house. They had refused to release even the funds that were in excess of my outstanding mortgage balance. How would anyone consider that a fair resolution?

• Initial Complaint

  Date:12/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mortgage Loan was purchased by Mr. Cooper. A few months passed and my ************** was up for renewal. I lowered my insurance coverage to keep my mortgage payments about the same and then found out my payments went ** $300 and for the new year they are going up $500 more. Total of $800 according to Mr. Cooper due to a shortage in my escrow account. Upon more research I found out they paid the original amount to the insurance company and they claim they paid it twice. Mr. Cooper says the Insurance Company has to send a check back with the original payment that was sent which had a different policy number than mine. The insurance company states they only received the payment that has my insurance policy listed. In all, Mr. Cooper took over $9000 from my escrow account, blames the insurance company and wants me to pay for it.

  Business Response

  Date: 12/27/2022

  Please find attached.
  See Attachment/File: Resolution Letter

  Customer Answer

  Date: 04/12/2023

  To this day, this matter still hasnt been corrected. My escrow account still shows an extra disbursement of $9,366.12 and the only answer I get from Mr. Cooper is they are waiting for the insurance to resolve this matter. 

  Business Response

  Date: 04/21/2023

  Please see the attached.

• Initial Complaint

  Date:12/08/2022

  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.

  Hi There,
  I had requested a payoff quote on Nov 28,2022 and received the payoff quote from Mr Cooper on Dec 5,2022 for $234,634.04. However on Dec 1, 2022 Mr Cooper processed my monthly mortgage payment which included $400.44 in principal payment.
  I sent my payoff amount $234,634.04 on Dec 7th and it was applied to my account. On Dec 7th my remaining principal was $233,357.05 thus leading to an overpayment of $1276.99.
  
  Even after calculating the interest for entire month of December the total interest is $27 per day (per Mr Cooper) and for 7 days that equals $189 which leaves them to refund me $1087.99 and no one is even acknowledging this. Before sending the check I enquired and an agent from Mr Cooper confirmed all payments will be reflected online along with reconciliation but that is not the case.
  Mr Cooper has also removed all of my Escrow information from the online account and my Escrow had a balance of $10,685.95 which neither of their agent can confirm or see in the system. I have contacted them several times even sent a message via their portal and they have just confirmed a refund of $259.69 which was my escrow overage for 2022.
  Can you please help me gain clarity that the money owed to me will be returned and the amount including escrow balance plus the additional money I paid with pay off amount.
  
  Thank you,
  ********
  

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 5, 2022/12/23) */
  After reviewing your account, we found that the payoff quote was generated on November 28, 2022, with a good through date of December 5, 2022. Please be advised that if a payment was made after November 28, 2022, it would not have been reflected on that payoff quote as it was generated beforehand. Please be advised that all payment received are reflecting on the account.
  
  Our records reflect that you made a payment on December 1, 2022, through the autopay that you had setup in the amount of $2,042.72. This brought the unpaid principal balance (UPB) to $233,357.05. The payoff quote states that the calculated interest would be $24.02 per day after the date of December 5, 2022. Therefore, your calculation regarding the interest is incorrect as you are attempting to calculate interest at $27.00 per day.
  
  Upon reviewing the account, the most recent escrow analysis that was performed on December 5, 2022, reflected a surplus amount of $259.69, which we disbursed to you on December 6, 2022. This information was provided to you on December 8, 2022, through our Message Center. The escrow balance at the time of payoff was $10,426.26. Due to the account being paid off, any overages pertaining to the escrow are mailed within 20 business days per the Real Estate settlement Procedures Act (RESPA) and any payoff overages are mailed approximately 30 days calendar days from the paid in full date. In addition, to the account being paid off, we found that the escrow portion of information on the website is no longer available as the escrow is no longer active with Mr. Cooper.

• Initial Complaint

  Date:12/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving property tax due notices from my assessor on taxes that were supposed to be paid at the time of closing. I have contacted Mr ****** twice about this issue with no resolve. I am now getting "tax forfeiture" notices over a $45 tax bill. I don't mind paying the bill but I feel that I shouldn't have to considering that Mr ****** was supposed to take care of this as I pay money into escrow every month for taxes and insurance.

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/12) */
  After reviewing your account, we found that Mr. ****** disbursed funds in the amount of $881.64 for the taxes on August 25, 2021. On October 7, 2021, we received a refund for the funds in the amount of $881.64 for the taxes as per the county website, the taxes were considered previously paid by an unknown source. Therefore, the funds were placed back into your escrow account. On August 24, 2022, we received the tax notice that you provided, and during our tax research during that time determined that all taxes were paid with no prior delinquency. For the taxes that were due in September 2022, we disbursed funds in the amount of $2,726.95 on August 22, 2022. At that time, the winter taxes were not billed yet and our tax lines were shown to have been setup correctly.
  
  On December 2, 2022, another tax research was completed and found that the taxes for the year of 2021 were delinquent and a penalty charge of $45.18 was due. Please be advised that we sent the penalty amount of $45.18 on December 5, 2018, through the ****** ****** ****** ******* ****** with the tracking number XXXXXXXXXXXXXXXXXXXXXX, which was delivered on December 8, 2022. Please be advised that the amount of $45.18 was not disbursed from your escrow account as Mr. ****** covered the cost.
  
  
  Consumer Response /* (3000, 7, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If this was paid then why am I still getting delinquent notices? Mr ****** needs to follow up with the **********************, I am not going to play "middle man" with the information.
  
  
  Business Response /* (4000, 9, 2022/12/20) */
  Please see attached resolution letter.
  
  
  Consumer Response /* (2000, 11, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for FINALLY taking care of this, I would suggest next time resolving the issue without the help of the BBB

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently sold my house. Upon payoff from the seller Mr Cooper had a remaining balance in need of payoff to complete the transaction. They did not notify me. The remaining balance was due to Mr Cooper double charging my insurance company. They charged State Farm (which was a canceled policy) then charged Progressive (the current policy). Due to "non payment" the final sell was not completed. During this time I was not notified so I was continuing to accrue interest on a house I no longer owned. Now I have having to pay out of pocket for their continuous mistakes and they offer no reasonable solution except for me to pay.
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/11/16) */
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) Portal on November 8, 2022, and have put together this reply with information that we hope will alleviate your concerns. After an investigation we're sharing with you what we found:
  
  Insurance
  
  The renewal payment to State Farm was issued in error as the pending payment could have been deleted upon receipt of the new policy. A payment in the amount of $1,694.00 was disbursed for State Farm policy 83E9A4991 on October 27, 2022, with an effective date of November 16, 2022 through November 16, 2023. Our Tax Department called State Farm at 1.XXX-XXX-XXXX and spoke with Andrea who advised a refund of $1,694.00 was issued to Mr. Cooper on November 9, 2022. Once Mr. Cooper receives the refund amount of $1,694.00 from State Farm, it will be sent to you under separate cover.
  
  A payment in the amount of $1,021.00 was disbursed for American Strategic (Progressive) policy TXLXXXXXX on October 3, 2022, with an effective September 28, 2022 through September 28, 2023. This is the current policy therefore no refund is due.
  
  Payoff
  
  On October 27, 2022, we received funds in the amount $232,985.39 which was enough to pay the loan in full that day. However, as stated above we disbursed a payment to State Farm in error causing the funds received to appear as a short pay off and we apologize. On November 9, 2022, our records reflect a payment posted in the amount of $1,885.05 and the loan was paid off that day. On November 16, 2022 we backdated the payoff date to October 27, 2022 which was the date we received the original payoff funds. When we backdated the payoff date to October 27, 2022, this resulted in a recalculation of the interest that has been accrued and a refund of $247.00 was disbursed to you on November 16, 2022. You should receive these funds via U.S. Standard Mail within 7-10 business days from this date.
  
  We recognize that excellent customer service is key to our continued success, and we apologize for the specific experience you may have encountered. It is not the experience we wish to create for any of our customers. We view your correspondence as an opportunity to evaluate and improve the service we provide to all customers. Thank you for bringing it to our attention and allowing us to address it.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred on October 27, 2022 when we disbursed funds to pay an incorrect insurance premium. We corrected the error on November 16, 2022 by backdating the payoff date for the loan resulting in a refund. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  Mr. Cooper Transaction History
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at 888-480-2432 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mrcooper.com for more information.
  
  
  Consumer Response /* (2000, 7, 2022/11/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/03/2022

  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 paid my home loan off in February of 2021. My credit report still shows me owing on the home loan till recent date. I need the mortgage loan taken off my credit report as soon as possible.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2022/11/07) */
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear ****** ***** ******:
  
  Thank you for reaching out to us.
  
  We received your letter on November 4, 2022, through the Better Business Bureau (BBB) and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Credit Reporting
  
  According to our records the account was paid in full on March 10, 2021. We have confirmed that that no credit reporting has occurred following the payoff of the loan. Unfortunately, we are unable to grant your request to remove the account from your credit history.
  
  Our research indicates the payment history appears to be reported accurately to the main credit repository agencies (Transunion, Experian, Innovis and Equifax). Please be advised that under section 15 U.S.C. 1681s-2(a)(1) of the Fair Credit Reporting Act (FCRA), Mr. Cooper is required to report complete and accurate information to all credit bureaus.
  
  Mr. Cooper reports credit information to the following credit repository agencies:
  
  Experian TransUnion Equifax Innovis
  ************** ************** ************** **************
  
  
  
  If you have any information that a particular credit reporting company is reflecting our reporting on your account inaccurately, there are further steps that you can take to dispute the information they are reporting. Information on how to dispute errors by the credit reporting companies can be found at the Federal Trade Commission's website: ****************************************************
  
  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
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at************* or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  Sincerely,
  
  
  Jeffrey B****
  Mr. Cooper
  Customer Relations Specialist
  *************
  Dallas, *************
  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
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Nationstar Mortgage LLC d/b/a Mr. Cooper performs servicing duties for your loan account.
  Nationstar Mortgage LLC d/b/a Mr. Cooper's licensing information, as well as other important information, is listed below:
  
  Oregon Residents: There are government agencies and nonprofit organizations that can give you information about foreclosure and help you decide what to do. For the name and telephone number of an organization near you, please call 211 or visit ******************************. If you need help finding a lawyer, consult the Oregon State Bar's Lawyer Referral Service online at ********************** or by calling ************ (in the Portland metropolitan area) or toll-free elsewhere in Oregon at ************. Free legal assistance may be available if you are very low income. For more information and a directory of legal aid programs, go to *********************. Residential mortgage loan servicers are regulated by the Oregon Division of Financial Regulation. To file a complaint, call *********************************************.

• Initial Complaint

  Date:10/17/2022

  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.

  In August of this year we reached out to Mr Cooper to request a forbearance. Since our payment issues were due to a job switch and not Covid directly, they offered us a repayment plan as an alternative solution. Although we are current on our repayment plan, they are reporting us as late to the credit buroughs, with the note that "Account is in forbearance". When I called, I was told by representatives that due this being a repayment plan and not a forbearance, they would still be reporting as late. This was not included in the phone call, the documentation, nor their website. The language used in several places online as recent as October of 2022 presents a repayment plan as follows: "Repayment plan: With this solution, a servicer simply tacks on an extra amount to the regular monthly payment until the amount owed is paid back. This usually happens over 3 to 6 months but could vary depending on the homeowner's circumstances." (Source: https://www.mrcooper.com/blog/after-a-forbearance/) Similar language is used throughout the website.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/19) */
  Dear ******** ****:
  
  Thank you for reaching out to us.
  
  We received your letter on October 17, 2022 through the Better Business Bureau (BBB), 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 you contacted us on August 8, 2022 and advised us that you could not make your August 1, 2022 payment in the amount of $2,078.14. You agreed to the terms of a Repayment Plan. On August 11, 2022, we sent you a Letter that provided the terms of the Repayment Plan. Per the terms of the repayment plan, the total monthly payment of $2,770.85 each is due for three months, beginning September 1, 2022 through November 1, 2022.
  
  The enclosed Repayment Plan Agreement advised as of August 10, 2022, the total amount due on your mortgage is $2,078.14. This includes all past due amounts of unpaid interest, principal and escrow (if applicable), as well as late charges and amounts that we paid on your behalf (Servicer Advances). These Servicer Advances may include allowable attorney fees and costs, property preservation expenses, inspection fees, and/or other expenses authorized by your mortgage documents. The agreement advised your total past due amount will be paid in full if you make your required regular monthly mortgage payments plus the additional monthly payment amount reflected in the chart in the enclosed Repayment Plan Letter. The chart provided in the agreement reflects your current regular monthly mortgage payment but it may be subject to change if it includes monthly escrow payments for taxes and insurance and the escrow obligation changes after an escrow analysis.
  
  The Repayment Plan advises that all terms and provisions of your current mortgage documents remain in effect during the repayment plan.
  
  Please note that being on the Repayment Plan did not change the terms of your Note. Therefore, when we did not receive the August 1, 2022 payment in the month of August 2022 when it was due did negatively affect your credit report. Please be advised that under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA), Mr. Cooper is required to report complete and accurate information to all credit bureaus. If the current full contractual monthly payment is not received by the due date of the following month, the credit report will be updated to reflect the account as past due. However, the account is considered past due with Mr. Cooper if the payment is not received by the end of the month, and late fees may be assessed. As such, we must decline your request to complete a courtesy update to report the delinquent accounts as current accounts.
  
  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:
  
  Repayment Plan Letter
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Clarence and can be reached at 1.469.426.3369 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mrcooper.com for more information.
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In setting up this agreement, it was presented as an alternative to a forbearance and my credit report states my account is in forbearance. The language on your website also presents a repayment plan as a "solution". Any late credit reporting should have been explicitly stated while setting up the agreement, on your website, or in the documentation.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  Dear ******** ****:
  
  Thank you for reaching out to us.
  
  We received your letter on October 21, 2022, through the Better Business Bureau (BBB), and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  We understand that you disagree with our previous response to this matter that we provided through the BBB Portal on October 19, 2022. However, you agreed to the terms of a Repayment Plan and on August 11, 2022, we sent you a Letter that provided the terms of the Repayment Plan. The terms never advised that you were on a forbearance plan or that credit reporting would be suppressed.
  
  The Repayment Plan did not change the terms of your Note. Therefore, you not paying the August 1, 2022 payment in August 2022 negatively affected your credit report. Mr. Cooper is required to report complete and accurate information to all credit bureaus. If the current full contractual monthly payment is not received by the due date of the following month, the credit report will be updated to reflect the account as past due. However, the account is considered past due with Mr. Cooper if the payment is not received by the end of the month, and late fees may be assessed.
  
  If you have any questions about how the credit bureaus are reporting your credit history, you can order your free annual credit report online at www.annualcreditreport.com, by calling 1.877.322.8228, or by completing an annual credit report request form and mailing it to:
  
  Annual Credit Report Request Service
  PO Box 105281
  Atlanta, GA 30348-5281
  
  If you have any information that a particular credit reporting company is reflecting our reporting on your account inaccurately, there are further steps that you can take to dispute the information they are reporting. Information on how to dispute errors by the credit reporting companies can be found at the Federal Trade Commission's website: www.ftc.gov/bcp/edu/pubs/consumer/credit/cre21.shtm.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  
  Repayment Plan Letter
  Previous Resolution Letter
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Clarence, who can be reached at 1.469.426.3369 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mrcooper.com for more information.

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr. Cooper has been negligent in responding to the Virginia Home Loan Mortgage Assistance program for almost 4 months. I am currently on a forbearance program with Mr Cooper. While On the program, they offer 3 repayment programs, none of which best fit my need. The other option they offered was assistance from the state. I applied for the assistance as suggested and all went well with the Va Mortgage Asst program on their end. My assistance has been conditionally approved, however, they have been trying to contact Mr Coopers HAF program for over 2 months with no response AT ALL. I have made over 11 attempts to try and get a response from them and still no response at all. That department only responds via email and with me contacting several supervisors, no one has been responsive. My forbearance is ending at the end of October and they state is ready to issue a check. We've done several conference calls with the state and they will not respond to them in reference to my account. This assistance is vital and I don't want to lose out on the funds so I won't be homeless.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/10/24) */
  Dear ****** ********:
  
  Thank you for reaching out to us.
  
  We received your inquiry from the Better Business Bureau (BBB) on October 11, 2022, and we have put together this reply with information that we hope will alleviate your concerns.
  
  Homeowner's Assistance Funds
  
  In your BBB inquiry, you stated you had been conditionally approved for Homeowner's Assistance Funds (HAF); however, Mr. Cooper, subservicer for Lakeview Loan Servicing, LLC (Mr. Cooper), has not responded to the state's request despite multiple requests during your calls to Mr. Cooper. Upon review of the account, we received an initial (I) record from the state on October 11, 2022, and we sent the response (V) record back to the state the same day. It is important to note, technical issues had been previously identified with the vendor used by the State of Virginia, which prevented files from being exchanged. The technology was updated, and file exchange resumed. However, we did not receive any requests for your loan that were not responded to.
  
  We received an approval (A) record from the state indicating the approval HAF on October 24, 2022; however, we have not yet received funds for the account.
  
  The loan is due for the November 1, 2021 payment and is on a Pandemic Forbearance Plan that expires on October 31, 2022.
  
  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, no error occurred as we have responded to the state based on the requests received. You have the right to access the document we used in this investigation, and we have enclosed it. We have also relied on internal notes and systems, which are proprietary and unavailable to the public. The document is:
  Transaction History
  If you have any questions, your Dedicated Loan Specialist is Jordan Pomeroy and can be reached at 480-378-5795 or via mail at Lake Vista 4, 800 State Highway 121 Bypass, Lewisville, TX 75067. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mylakeviewloan.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  
  Sincerely,
  
  
  
  Marschell H***
  Mr. Cooper
  Customer Relations Specialist
  PO Box 619098
  Dallas, TX 75261-9741
  Phone: 480-378-5691
  E-mail: marschell.h***@mrcooper.com
  
  Enclosure

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On 8/22/22 I entered September mortgage payment of $1276.24 by selecting Make a Payment on Payment page. This will make a regular mortgage payment. See file called Regular House Payment.pdf. The date of this payment was to be applied was 8/26/22 & the account I selected was State Employees Credit Union. I then selected the Make Additional Payment button which allows me to make payments to only go towards principal. I entered $150.00 to be paid on 9/16/2022 & Charlotte Metro Credit Union (CMCU). See file called AdditionalPayment.pdf & Payment Entry.pdf.
  2. On 9/16/2022, instead of $150 being withdrawn from my CMCU, $1476.24 was withdrawn causing overdraft because I never pay the mortgage payment from this account.
  3. I called CMCU and Mr. Cooper. I was transferred to Mr. MCATEER who got my bank on the phone and verified that the money had been taken from my account. He then wired the $1476.24 back to my account .4. CMCU also took back the money that Mr Cooper took which now causes me to have too much money. Look at PaymentHistory.PDF. Mr Cooper reverses payments, charges me late and NSF fees.
  5. I spoke with Escalations who rudely said there was no mistake that I entered that payment. She was supposed to call me the next day to get CMCU on phone to clear up but she never called. I created a payment with Mr Cooper to put extra money back but still had late fee and NSF which they caused this whole trickle effect.
  6. I spoke with another Escalation person 10/3/22 who tries to tell me that I couldn't have done what I said because it automatically puts the mortgage payment in there. I was paid up for August so I tried to tell him that as long as I am paid up for that month, I can enter principal only payments. It does not put the mortgage payment in there. See PaymentSetup.pdf. With his incorrect position, he would not refund the NSF charge.
  7. I got the late fees reversed but not the NSF. This is not 1st issue with them regarding my payments.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Dear ******* *****:
  
  Thank you for reaching out to us.
  
  We received your letter through the Better Business Bureau (BBB) on October 7, 2022, 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.
  
  Non-sufficient Fund Fee
  
  According to our records a three-way call was made with you, your bank and Mr. Cooper on September 19, 2022, and the funds in the amount of $1,476.24 were wired back to your account on September 21, 2022.
  
  We found that when we spoke with you on October 3, 2022, we advised during an escalation call that the payments were scheduled on August 22, 2022, for the full amount of $1,276.24 to be processed on August 26, 2022, and September 16, 2022, through the website. The September 16, 2022 scheduled payment included a $150.00 payment towards the principal. Our representative advised that the payments were taken for the amounts that were scheduled and the non-sufficient fund fee of $35.00 would unfortunately not be waived. You advised that you would pay the late fee of $35.00 and look to refinance the loan.
  
  Please be advised that Mr. Cooper has waived the NSF fee of $35.00 and placed funds in the amount of $35.00 to the principal balance on October 12, 2022. We also show that the late fees in the amount of $51.05 were waived on October 3, 2022. We apologize that a return call was made to you by our escalation team as mentioned in your correspondence. This is an error on our end, and we apologize for the error.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, an error occurred as a return call was not made to you as instructed by our representative. We corrected the error on October 12, 2022 by acknowledging an 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
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at 888.480.2432 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  Sincerely,
  
  
  Jeffrey B****
  Mr. Cooper
  Customer Relations Specialist
  PO Box 619098
  Dallas, TX 75261-9741
  Phone: 972.219.4498
  E-mail: Jeffrey.B****@mrcooper.com
  
  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
  
  
  Consumer Response /* (2000, 7, 2022/10/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept as the goal was to have the NSF refunded. I DID NOT schedule a regular mortgage payment for September 16, 2022, only $150 to be applied to Principal Only. It displays the full amount that will be paid before you hit the button to submit so I would not have done that. Both people in escalation were rude and they do not know the process as the 2nd person argued with me saying that I couldn't make a principal only payment for September as September regular house payment was not made. As of right now, I have a payment scheduled for November and I have not made my November regular house payment. In the future, I will be taking screen prints of all of my payments before hitting the button. I have never had a mortgage company that I have had to deal with so many issues which is why I am making extra payments to pay this loan off ASAP. I had no choice in choosing Mr. Cooper, my loan was sold to them.

• Initial Complaint

  Date:09/27/2022

  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.

  Nationstar Mortgage dba Mr. Cooper services our home mortgage loan. Every year they send a letter stating they do not have proof of our home owner's hazard insurance and threatening to purchase home owners hazard insurance. Every year we have to waste hours of time contacting our home owner's insurance company (AAA) and having them fax the documents over to Mr. Cooper. This year we repeated the same process and Mr. Cooper claimed that they did not have proof of insurance for a specific week of time, July 21, 2022. My insurance company and myself had to repeatedly send proof that we have had our homeowners insurance, with the same company, AAA, for five years. It automatically renews and has never lapsed. Despite this, Nationstar purchased insurance and built it into our mortgage. We do not agree to this, this is wrong and unethical. When we called to complain it takes hours of annoying phone prompts to get a real person on the line. Finally my wife got on the line and they refused to speak to her because she was not "authorized" despite being the homeowner. This is a scam as the phony insurance they purchased is only "$159" I'm sure many people just ignore it because that amount of money is negligible and not anywhere near worth the amount of time it takes to resolve the issue and repeatedly prove your insurance. But, Nationstar builds the $159 into your 30-year mortgage, so the amount of your mortgage payment is not particularly noticeable however in the long run they are gaining more in fees and interest. I'm sure this scam multiplied over thousands of people brings significant income to Nationstar but this practice is wrong and must be stopped. I want them to credit my account for the purchase of insurance I did not authorize and do not need, including any fees, plus promise to stop these unethical practices.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/03) */
  After reviewing your account, we found that the account was transferred to Mr. Cooper effective February 1, 2021. Our records indicate that during the time of transfer we had been seeking updated information from you. We received the updated information from you in August 2021, but once we reviewed the information it was discovered that the insurance had the incorrect mortgage clause. On September 29, 2021, we received the updated insurance information with the corrected mortgage clause from AAA Insurance Company (AAA).
  
  On August 2, 2022, we attempted to contact AAA regarding the insurance policy, but we were unsuccessful in contacting a representative. On August 19, 2022, we received the evidence of insurance that you provided to us; however, we were still needing proof of insurance from July 21, 2022, through August 8, 2022. On September 20, 2022, we received your evidence that the coverage was cancelled and lender's placed insurance was effective July 21, 2022.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Our home owners insurance was never cancelled. This is an absolute lie. Our insurance automatically renews. I am attaching proof of insurance for the time period August 8, 2021 through August 8, 2022, and also for August 8, 2022 through August 8, 2023.
  We have insurance with AAA - a very reputable company. AAA has contacted Mr. Copper over four times with proof of our insurance! We are working people with young children and we should not have to spend hours and hours resubmitting the same information to Mr. Cooper. We want a full refund immediately, plus interest, we want a promise that they will never do this to us or anyone else again. I was told this practice of purchasing insurance despite our express demand not to is illegal. I am also attaching a letter I sent last year stating that we maintain the proper insurance at all times and they are NOT authorized to purchase insurance for us. Yet they did anyway! We would like any information BBB can provide us about class action litigation against Nationstar dba Mr Cooper for these illegal practices against families and homeowners.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  Dear Bryan Fiamengo:
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on October 5, 2022 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 advised that sufficient homeowner's insurance is required for your property as detailed under the terms of the Deed of Trust. If at any time proof of insurance is not provided, then Mr. Cooper will obtain lender-placed insurance (LPI) to protect our mutual interest in the property. After further review of the account, we were able to find that AAA provided Mr. Cooper with the policy (CAAXXXXXXXXX) on September 29, 2021, with a term effective date July 21, 2021, to July 21, 2022. The policy received, was your automobile insurance policy. However, we were able to locate the homeowner's policy with AAA effective August 8, 2021, to August 8, 2022. Please note that we will not pursue the one-time lender placed insurance fee of $159.00. We apologize for any inconveniences this has caused.
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because we did not verify the policy, we receive was the auto policy. The error was corrected on October 6, 2022, by updating the account with the correct homeowner's policy to avoid the one-time lender placed insurance charge. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Auto Policy
  Deed of Trust
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at 888-480-2432 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  Sincerely,
  
  
  
  Jorge M******
  Mr. Cooper
  Customer Advocate
  PO Box 619098
  Dallas, TX 75261-9741
  Phone: 1.972.894.1569
  E-mail: Jorge.M******@mrcooper.com
  
  Enclosures 2
  By BBB Portal