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

  
• 

  Mr. Cooper

  25500 Commercentre Dr Lake Forest, CA 92630

  

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:09/25/2022

  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.

  My complaint is against Mr. Cooper mortgage company and their high-pressure business tactics.
  I started a mortgage refinance with Mr. Cooper after being transferred by a Mr. Cooper associate. I called customer service as Mr. Cooper previously took out double my normal monthly mortgage payment. In any case, I spoke with Mr. ******* ******** NMLS #XXXXXXX, of 4000 Horizon Way Irving, TX XXXXX on 2 September 2022. During the processing I transmitted my driver's license, and pay stubs, and electronic signature documents. My credit was pulled on 3 & 4 September 2022. Mr. ******* needed a previous loan document and proof of US Army employment. An appraisal was also pending.
  Repeatedly Mr. ******* requested I take time off work for the appraisal during the week. I already paid the $615.00 for the appraisal. In the very beginning of the conversation, I stated I'm in class for work the next two to three weeks and cannot take off work. He stated "no problem" there's weekend appraisal appointments. It was because of his assurance of weekend appraisals that I went ahead with the processing. Yet, throughout the nearly two-hour long phone call he continued to press me to take off work. Mr. ******* may not be a good listener, or perhaps he doesn't care. I stated it would be tough to get the remaining documents until after my class. Again I was asked to take time off of work for the documents.
  Mr. ******* stated he'd be traveling overseas for two weeks and two of his associates, ***** Gonzalez and ****** Fredrick would be contacting me or would be available for assistance.
  In the days following I received many phone calls from unknown people saying they could provide a weekday appointment. Again, I stated "No!" Weekends only.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Dear ******* *****:
  
  Thank you for reaching out to us.
  
  We received your letter on September 26, 2022, through the Better Business Bureau (BBB) portal. After an investigation, we are sharing with you what we found.
  
  Our records reflect you set up a new AutoPay (ACH) through the Mr. Cooper website on September 24, 2021, with a draft date of the 1st starting on October 1, 2021. The payment has drafted on the first each month without issue. However, we show you scheduled an individual payment via the Mr. Cooper website on July 9, 2022, to draft on August 1, 2022. As a result, two payments drafted on August 1, 2022. A refund of the duplicate payment was issued electronically on August 12, 2022 (reversed from the transaction history on August 15, 2022.
  
  During our thorough review of the file, Nationstar has found no evidence of unethical behavior with regard to the refinance process. At Mr. Cooper, we believe our customers deserve courtesy and respect during all interactions. We understand that the level of service we provided did not meet your expectations and appreciate your feedback as an opportunity to evaluate and improve the service we provide to all customers.
  
  Pursuant to your correspondence, sales manager, ****** *********, spoke to you on or about September 29, 2022, and was able to confirm an appraisal is scheduled for a Saturday and you have the name and number of the appraiser. He also provided you with the website www.mrcooper.com to log on to a secured Mr. Cooper portal for any updates and to upload documents during the refinance process. As we understand you are pending a document for your HELOC account from your local bank.
  
  We recommend you reach out to the ****** ******** directly at 972.894.1036, regarding any issues you may have during this time.
  
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation. However, no documents are enclosed because we utilized our internal systems to complete the investigation.
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at XXX-XXX-XXXX 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.

• Initial Complaint

  Date:09/11/2022

  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.

  Mr. Cooper reported a "missed" payment to multiple credit reporting agencies after receiving my payment. The company did not contact me about an overdraft of my account. And instead actually sent an email to me on the date of the returned payment, thanking me for my payment. They flood my email inbox with advertisements, but never called or sent a letter or email to explicitly tell me my autopsy didn't go through correctly. They never attempted to re-run the auto payment or at least make contact with me, like any other reputable company would, and instead moved to unnecessarily punish me. Now, they refuse to actually speak with me and instead will only accept emails about the situation. This is a predatory company actively trying to ruin the credit of its customers for simple mistakes instead of working with them. All I'm asking is for this company to work with me and not ruin my credit rating.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) Portal on September 12, 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:
  
  Mr. Cooper understands our customers' credit score can be one of your most valuable assets and will play an important role in your financial future. In accordance with 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 the credit repository agencies based on actual events.
  
  The transaction history appears to be reported accurately to the credit repository agencies, and a credit update is not necessary at this time. Please understand altering credit information would be reporting inaccurately to the credit reporting agencies and misrepresenting actual events.
  
  According to our records, on July 11, 2022, an Automatic Clearing House (ACH) payment of $1,724.43 was returned due to Non-Sufficient Funds (NSF) on July 15, 2022, and Mr. Cooper did notify you of this when we sent you an NSF notice on July 18, 2022. Therefore, we can confirm that proper notice was sent. In addition, the loan was not brought current until August 11, 2022, at which time the August 1, 2022 payment had also become due. While we understand the urgency of your request, we must respectfully decline said request to remove the negative credit reporting as we are required to report on factual events in the loan history.
  
  
  Experian TransUnion Equifax Innovis
  1.888.397.3742 1.800.916.8800 1.800.685.5000 1.800.540.2505
  
  If you have documentation which reflects our credit reporting is inaccurate, please forward the documentation directly to our Research Department using the contact information provided below:
  
  Mr. Cooper
  Attention: Research Department
  PO Box 612488
  Dallas, TX 75261-2488
  Facsimile: 1.972.459.1611
  [email protected]
  
  Mr. Cooper reports credit information to the following credit repository agencies:
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  
  Transaction History
  NSF Notice
  
  
  
  
  
  
  
  
  
  
  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.

• Initial Complaint

  Date:09/09/2022

  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.

  This bank placed me on a mega expensive hardship insurance, and even after I have given them proof of insurance and they have approved it, they have not adjusted my escrow. I still have not received copy of the hardship insurance they placed me on.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Dear ******** ******
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on September 9, 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.
  
  Insurance
  
  Our records reflect that made attempts to contact Citizens on January 18, 2022, and January 20, 2022, to obtain renewal information. We were advised to fax the request, but we did not receive the policy. We sent you two notices on February 8, 2022, and March 14, 2022, to provide us with evidence of insurance. If evidence of insurance was not provided, we would be purchasing one on your behalf to protect our interest in the property. Mr. Cooper purchased a lender placed insurance policy on April 18, 2022, for $3,817.00 effective January 24, 2022 to January 24, 2023.
  
  Mr. Cooper received a fax from Lloyds of London on August 29, 2022, for a policy with SWYFFT effective August 31, 2022 to August 31, 2023. The lender placed insurance was cancelled effective August 31, 2022, however there was still a lapse in coverage between January 24, 2022 to August 31, 2022. We were only able to refund the escrow account with $1,526.00 on September 7, 2022, due to the lapse in coverage. Please supply us with evidence of insurance from January 24, 2022 to August 31, 2022, for us to refund the remaining amount back to the escrow account. A new escrow analysis was completed on September 9, 2022, effective October 1, 2022, and the payment was reduced to $2,336.48. We regret any inconveniences this may have caused.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Payment History
  Escrow Statement
  Insurance Notices (3)
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at XXX-XXX-XXXX 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 5
  By BBB Portal

• Initial Complaint

  Date:09/05/2022

  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.

  On May 4, 2021 iPay Solutions bill pay sent an electronic payment from Alliance Catholic CU to Nationstar, DBA Mr. Cooper for my mortgage payment of $1,387.00. The payment has never been applied to my mortgage account. I have been trying to solve this problem since being notified on May 24,2021. I have made numerous phone calls, sent emails and letters. iPay Solutions has exhausted all their efforts to get this resolved. They made the final attempt on 8/10/22. I am now asking for your help. I have attached a letter from the research department at Mr. Cooper's office stating the payment was misapplied to the old account. They have not applied it to the correct account. I have also attached my letter trying to get this resolved. This explained that I was unaware the account number had been changed in 2013,
  Thank you,
  ***** & Timothy ************

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Contact Name and Title: Gary Johnson
  Contact Email: *************@mrcooper.com
  After reviewing your account, we found that the bill pay payment you mentioned was received at our E-Box on May 6, 2021, and was rejected per our reports due to you entering an old loan number of XXXXXXXXXX through bill pay, which belonged to a loan that had been inactive since 2017. Our records reflect that you have disputed this several times since May 2021, however, we have not been provided proof of the payment to verify the funds cleared.
  
  At this time, we will need the May 2021 bank statement to verify the funds cleared the bank account and were never returned, as our records indicate that the payment was not accepted. If you did receive a credit back as a result of the rejection and are willing to make an additional payment, we can make the effective date for May 6, 2021, to clear the delinquency from the loan and remove the negative credit reporting.

• Initial Complaint

  Date:08/22/2022

  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 VA home loan is serviced through Mr. Cooper. Over the past 15 months I have been laid off twice, due to Covid-19 and it has negatively impacted me financially. When discussing the the VA Forbearance plan I was informed by the staff that the three months I was in the Forbearance plan I would qualify for the partial claim, which would just add the three additional months on to my existing loan. They told me I wouldn't even have to modify/refinance my current loan. So without hesitations I enrolled in the Forbearance Plan. About two weeks ago, I was informed that the partial claim option was no longer available and that it ends August 28th, which it actually ends October 28. Now I am having to modify/refinance my current loan and I am having to pay thousands of dollars more on my home. As a disabled veteran I feel taken advantage of and also feel like this is a bait a switch scenario. I would like to have Mr. Cooper to give me the option of the partial claim the VA is STILL offering. I truly feel taken advantage of. I feel they are also taking advantage of veterans and something needs to be done, so this doesn't continue with other veterans and their families, If other loan servicers are still continuing with the partial claim. Mr. Cooper should as well. I have reached out to Wounded Warrior Project and Oklahoma Congressman of what is going on. I have never felt so taken advantage of and my rights taken away. I hope they correct this mistake they are making.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */
  ******* P. ******* 8/31/2022
  XXXXX Memory Lane
  Edmond, OK XXXXX YOUR INFO
  LOAN NUMBER: XXXXXXXXXX
  BBB CASE NUMBER: XXXXXXXX
  PROPERTY ADDRESS:
  XXXXX Memory Lane
  Edmond, OK XXXXX
  SUBJECT:
  XXXXXXXXXX
  
  
  
  
  Dear ******* P. *******:
  
  Thank you for reaching out to Veterans United Home Loans (Veterans United). We are looking forward to helping you.
  
  We received your correspondence from the Better Business Bureau (BBB) on August 23, 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.
  
  Partial Claim
  
  In your correspondence, you stated that while discussing the Veterans Affairs (VA) Forbearance Plan with a Mr. Cooper agent, you were informed that you would qualify for a Partial Claim, which would add an additional three months to the loan. You further stated that you were advised that the Partial Claim option was no longer available as it ended on August 28, 2022. Review of the account determined that you spoke with a Mr. Cooper agent on June 7, 2022 to inquire about any pandemic assistance options. The agent reviewed the Pandemic Forbearance Plan with you and provided a disclosure that all paused payments would be due upon the expiration date of the forbearance. Additionally, the agent explained that at the end of the initial three months, the plan could be extended if you were still impacted, or Mr. Cooper could advise you of other potential workout options that may have assisted you. You agreed to the plan, and the agent set up the plan for three months. Pursuant to the information provided in the letter dated June 8, 2022, the monthly payment of $2,238.75 was paused for June 1, 2022, July 1, 2022, and August 1, 2022. The information provided in the letter also advised that the options available to bring the loan current are determined by the owner of the loan and not Veterans United. It was also stated in the letter that we could not guarantee that you would be approved for any workout options after the forbearance.
  
  You spoke with a Mr. Cooper agent on August 10, 2022 regarding post pandemic workout options. During the conversation, you expressed concerns that you were not being offered a Partial Claim, as you did not want a loan modification due to the interest rate potentially increasing. The agent advised you that a loan modification would adjust loan terms to ensure the payment is affordable and you agreed to apply for a loan modification. Please note that the VA Partial Claim option was being phased out by the investor and no longer being offered by Mr. Cooper as of August 6, 2022.
  
  However, on August 15, 2022, you spoke with a Customer Service Manager regarding the post pandemic workout options. You advised the Customer Service Manager that you did not want to proceed with a loan modification, and you inquired about alternate solutions. The Customer Service Manager sent you a financial assistance package in the event you wished to proceed with the loan modification.
  
  Further review by our Loan Modification Department determined the VA is no longer participating in the Stand-Alone Partial Claim option. However, our records reflect you spoke with a Customer Service Manager on August 26, 2022 and agreed to a Repayment Plan workout option. The Repayment Plan was approved and the enclosed letter dated August 27, 2022 was sent to you with the details of the plan.
  
  While we realize the post pandemic workout options offered for the loan may not align with your expectations, it is our hope that this additional clarification will help ease any reservations you may have about Veterans United.
  
  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 VA is no longer participating in the Stand-Alone Partial Claim option. You have the right to access the documents we used in this investigation and we have enclosed them. The documents enclosed are:
  Repayment Plan Letter (2)
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Daphney Antoine and can be reached at XXX-XXX-XXXX 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.my.veteransunited.com for more information.
  
  Sincerely,
  
  
  
  John Scott
  Veterans United Home Loans
  
  Phone: XXX-XXX-XXXX
  E-mail: **********@servicing.vu.com
  
  Enclosures 2
  By BBB Portal
  
  Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:
  
  Hud.gov
  Neighborworks.org

• Initial Complaint

  Date:08/17/2022

  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.

  My name is ******** L. ****. My loan Account# is XXXXXXXXXX. I was recently discharged from Chapter 13 bankruptcy in May 2022. Since that time period, Mr. Cooper was notified by the courts that I have been successfully discharged from Bankruptcy. However, after multiple attempts to access my account online, I have been unsuccessful. After calling Mr. Cooper's Bankruptcy and Customer Service departments repeatedly, they refuse to grant me access to my account, even after acknowledging they have received my discharged paperwork. They have told me repeatedly to go through my attorney, though I am not under attorney/client any longer since I have been discharged. I am only asking to regain access to my online account. They continue to tell me they need paperwork from the courts, even though my other creditors do not require/nor state that scenario. I am very displeased with the treatment from Mr. Cooper and believe my race as an African American man is playing a role in this.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear ******** ****:
  
  Thank you for reaching out to us.
  
  We received your letter on August 18, 2022, through the Better Business Bureau (BBB) portal. After an investigation, we are sharing with you what we found.
  
  The Order of Discharge was entered on May 5, 2022, and we updated the account as such. However, while the Motion to Approve Settlement Agreement (Agreement) was filed on May 5, 2022, as of the date of this letter it has not been completed. To remove the active bankruptcy and complete adjustments on the account we require the Motion to be entered/recorded in the court docket. Unfortunately, until the case is closed you will regain online access.
  
  On May 12, 2022, we confirmed a Notice of Hearing was set on the Agreement for June 1, 2022. On June 1, 2022, at the hearing the Judge approved the Agreement, and we began to monitor for the entry of the order. We checked the court docket for the entry of the order on the following dates:
  
  June 6, 2022
  June 9, 2022
  June 14, 2022
  
  On June 20, 2022, we requested that our representative check with the county clerk and on June 27, 2022, we were advised a voicemail was left for the county clerk. Once more, we checked the court docket on the following dates:
  
  June 29, 2022
  July 5, 2022
  July 11, 2022
  
  On July 21, 2022, we requested that our representative send another reminder to the court clerk. On August 2, 2022, we received a response that the order was approved by the district attorney and the trustee and was submitted for entry, but another voicemail was left for the county clerk.
  
  On August 4, 2022, we received notice that the county clerk has the schedule to review the Agreement with the Judge for entry. We continued to monitor the entry of the order on the following dates:
  
  August 9, 2022
  August 12, 202
  August 18, 2022
  
  We will continue to monitor the entry of the order. While we regret the inconvenience this delay has caused, Mr. Cooper cannot be held response for external delays or processing times. This information was recently provided to you during a call on August 17, 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, it has been determined that no error occurred. You have the right to access the documents we used in this investigation. However, no documents are enclosed because we utilized our internal systems to complete the investigation.
  
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Jessica Hernandez and can be reached at 972.459.3537 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand your process and procedures. However, with me not being in an active case I am not satisfied with this response until I gain online access again.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Dear ******** ****:
  
  Thank you for reaching out to us.
  
  We received your letter on August 24, 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 regret to hear that you are upset with our previous Resolution Letter dated August 22, 2022. We know that you would like us to restore your online account. However, until the Motion of Discharge is entered and recorded in docket, we are not able to complete your request. We advised you of this information on August 24, 2022 and you advised that you would wait until the Motion is entered. We apologize for the inconvenience that this may caused you.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  
  Previous Resolution Letter
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Jessica and can be reached at 9724593537 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:08/13/2022

  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.

  Mr. Cooper sent my loan to foreclosure and reported it to my credit even though my loan was acquired by them with an executed modification from the previous lender. I was impacted with covid and went on a Forbearance on November of 2021 the forbearance ended and Freedom Mortgage processed a Modification first payment would be February 2022. My loan got service transferred to MR COOPER on December 2021. on Jan 2022. they told me since the loan just transferred we are not able to see all the information but just send your payment Feb 1st 2022 as instructed on your modification. I made the payment and it was returned. I then called again they said they were still waiting on documents to upload to continue to make my payments. I paid March they kept it I stated to receive documentation from them saying My COVID forbearance was over and i was past due. I called and explained one more time I am on a modification Mr. Cooper is waiting to upload all the docs from Freedom mortgage, as the months went by I began to worry however they assure me on every call not to worry and to continue to make my payments made April's payment and they returned it again. I received a notice of Foreclosure on July 2022 I have called this place every week having to explain the whole situation every time I call. my health and my credit have been ruined because they refused to honor the modification that was completed by Freedom Mortgage before the transferred. in July manager Maria said they found the modification docs from Freedom but they were missing my name on one of the signatures they said they will email them to me for me to execute them again with a notary and email back to them I did. it has been 8 months. August 12 2022 Mr Cooper sent new docs with a much higher interest rate and payment. Mr Cooper is not in compliance with my FHA loan. and not honoring my executed modification.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dear ******* ******:
  
  Thank you for reaching out to us.
  
  We received your inquiry from the Better Business Bureau (BBB) on August 15, 2022, and we have put together this reply with information that we hope will alleviate your concerns.
  
  Loan Modification
  
  In your BBB inquiry, you stated Mr. Cooper, subservicer for Lakeview Loan Servicing, LLC (Mr. Cooper) was not honoring the terms of the prior servicer's modification. You stated after months of making payments and being reassured everything would be ok with the account and modification, it was determined there was an issue with the executed documents, and new documents would need to be drafted. However, the new modification documents reflected a higher interest rate. Upon review of the account, we determined that your printed name was missing on a field on the executed modification documents; however, the prior servicer did not communicate this defect to you prior to the loan transfer. Due to this prior servicer error, Mr. Cooper has made the decision to honor the prior servicer's terms. The modification was finalized on the account on August 24, 2022, and due for the August 1, 2022 monthly contractual payment (MCP) in the amount of $1,077.58. Additionally on this day, a Customer Advocacy agent called you to advise of the modification being finalized. You advised the account should be due for the September 1, 2022 MCP. The agent advised we would investigate further.
  
  Upon further review of the account, we determined that a BillPay payment we received on May 25, 2022, was rejected on June 1, 2022, as the modification coding had been removed from the account on May 17, 2022. Therefore, the account was correct in reflecting a next payment due of August 1, 2022. The Customer Advocacy agent called you back to advise. She suggested you confirm with the bank the funds had not cleared and stop payment on the check. She also advised for you to submit a new payment for August 1, 2022. Additionally, you expressed your concerns regarding negative credit reporting that had occurred, and the agent advised she would submit a credit dispute for the account. Please allow up to 30 days for the Credit Department to complete their review of the account. You will receive additional correspondence under separate cover upon completion of their review.
  
  We understand the difficulties expressed in your inquiry as well as any inconvenience that delays in this process may have caused.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, an error occurred as the prior servicer did not advise of the defect on the executed modification documents. We corrected this error by finalizing the modification, which honored the prior servicer's terms, on August 24, 2022. You have the right to access the documents we used in this investigation, and we have enclosed them. The documents are:
  Transaction History
  Executed Modification Documents
  If you have any questions, your Dedicated Loan Specialist is Corrie Briere and can be reached at XXX-XXX-XXXX 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 Hall
  Mr. Cooper
  Customer Relations Specialist
  PO Box XXXXXX
  Dallas, TX XXXXX-XXXX
  Phone: XXX-XXX-XXXX
  E-mail: **************@mrcooper.com
  
  Enclosures 2

• Initial Complaint

  Date:08/12/2022

  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.

  This company is preventing me from paying off the mortgage loan. I called 7/7/22 to get the payoff bal. I was told it had to be sent by mail or be charged $45 to receive it by email. I called again 2 weeks later because I had not received the statement. Again I was told they could not give me the bal over the phone and to wait for the mail. I received the statement 2 days later. On 7/26/22, I sent a cashier's check for $75,245.43 by priority mail because the statement said it had to be paid before 8/1/22. They received the payment 7/28/22 and presented the check to their bank for payment on 8/1/22. In the interim, they sent another statement saying the final payment was now $76,666 because they issued a payment for HOI and plus interests. I spoke to them again on 8/8/22 and they are continuing to add interest. In addition, there is $790 that has not been applied to this loan at all. They are just holding it...for whatever reason. To date, they have not returned my original payment of $75,245.43 nor have applied it to the loan and they continue to charge interest daily. I am 82 years of age and this company continues to nickel and dime every little bit of money they can. If they continue, I will never be able to pay off my mortgage loan.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Dear ****** *****:
  
  Thank you for reaching out to us.
  
  We received your letter on August 15, 2022, through the Better Business Bureau (BBB) portal. After an investigation, we are sharing with you what we found.
  
  We received check #XXXXXXXXXX dated July 25, 2022, for $75,245.43 on July 28, 2022. Unfortunately, the payoff was short because on July 27, 2022, we disbursed the insurance payment of $1,457.00, per the enclosed bill we received on July 25, 2022, for policy 33GDD4742. An amended Payoff Quote was generated on July 28, 2022.
  
  The Payoff Quote adequately discloses that all escrow items will continue to be paid up to 30 days before the due date. We found during the calls regarding this matter you were provided accurate information on why the payoff was short. The payoff shortage was not collected timely, and as a result, the funds were returned on August 9, 2022. As such, we respectfully decline to apply the funds to satisfy the loan.
  
  On August 16, 2022, we requested a new Payoff Quote good through August 31, 2022, which you will receive under separate cover.
  
  Upon receipt of your correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them. It has been determined there has been no wrongdoing or fraudulent activity. As such we respectfully refute all allegations of violations, notice of errors, illegal actions, and any other unfound claim mentioned in your 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. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Proof of Insurance
  Payoff Quote (2)
  Transaction History
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is Tamisha Farrell and can be reached at 469.426.3292 or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. Visit us on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since the time of this complaint, I receive a follow up call from NationStar. In the days following this, I got another payout amount for about $79,000. I also received a check from Mr. Cooper - not my original check - for the amount of $75,245.43. I deposited the check and got another cashier's check for the $79,000. Today, I received two statements in the mail from Mr. Cooper both dated 8/16/22. One states the amount due is $76,973.43 and the other says $77,280.47. Both statements still show $789.63 still not applied to my account and $1,420.95 they claim they paid for home owners insurance. I have had home owners insurance with State Farm Insurance since 6/24/22 paid to today's date. I made that payment; not this sham of a company. According to Mr. Cooper they did not issue their payment until 7/27/22.
  I want my money back plus interest that I am still be charged daily.
  
  
  Business Response /* (4000, 10, 2022/09/01) */
  Dear ****** *****:
  
  Thank you for reaching out to us.
  
  We received your letter on August 24, 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.
  
  After further review we found the amount of $75,245.43 quoted on the Payoff Quote dated July 1, 2022, good through August 1, 2022, did not include the unapplied suspense funds of $789.63 in error. The hazard insurance payment of $1,457.00 was disbursed on July 27, 2022, but an amended Payoff Quote was generated on July 28, 2022, to account for the disbursement. Regrettably, this quote also did not include the unapplied suspense funds in error, and the payoff inadvertently increased to $76,666.38.
  
  We received $75,245.43 on July 28, 2022, which triggered the short payoff review. This time, we included suspense funds, but the payoff was still $569.91 short effective July 28, 2022. Our short payoff team generated a new Payoff Quote good through August 4, 2022, to allow time to collect the shortage (payoff shortage was $692.73 good through August 4, 2022). We were unable to collect the shortage and the $75,245.43 was returned via check on August 9, 2022.
  
  On August 16, 2022, we generated two (2) Payoff Quotes. The first one is good through August 16, 2022, and did not include the suspense funds (payoff amount was $76,973.43) in error. The 2nd Payoff Quote is good through August 31, 2022, however, the unapplied suspense funds did not include the suspense funds (payoff amount was $77,280.47) in error.
  
  On August 19, 2022, we received $76,993.90 but this was $40.94 short of a full payoff; however we utilized the unapplied suspense funds to complete the payoff process. You should receive an overage check in the amount of $748.69. Please allow 20 business days after the payoff to receive this refund. We assure you that no additional interest was charged.
  
  Please note, all Payoff Quotes include verbiage that escrow disbursements will continue until the loan is paid in full, so the hazard disbursement after the original Payoff Quote was not an error. We just did not have time to generate the amended quote because payoff funds were received next day.
  
  Additionally, we spoke with Thomas with State Farm at 844.275.7522. He confirmed the payment from Mr. Cooper of $1,457.00 was received and applied. He also advised a duplicate payment is processing and any applicable refund will go directly to you.
  
  We sincerely apologize for your experience and assure you that we view your feedback as an opportunity to evaluate and improve the service we provide to all customers.
  
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that errors occurred in not identifying the error in our prior response dated August 16, 2022, and in the incorrect Payoff Quote. The error was corrected on August 19, 2022, by using unapplied funds to pay the loan in full and in this letter by confirming the error in the Payoff Quotes. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Payoff Quote (2)
  Transaction History
  
  
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at XXX-XXX-XXXX 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.
  
  
  Consumer Response /* (4200, 12, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable until i have the refund in hand. For all that I know, they could still be charging my interest although I have made another full payment.
  
  I will close it out when I receive the amount they claim they are going to send back.

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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 received a letter from Mr.Cooper saying to give them a call about my VA loan my monthly payment is a couple weeks late. On July 28, 2022 I called and spoke with Ricky Parks Mr. Cooper representative he gave me a proposal for a refinance for my home loan I didn't like so I decline his offer. July 29, 2022 solicitor from different mortgage company started to call non stop some of the calls I did answer and to explain that I was no longer interested in a refinance and to remove my number from your call list but they still call some of the calls I blocked and the calls still continue all day and into the evening August 5 and I am still getting calls . In the future I would like for Mr. Copper not to forward my personal information to solicitors.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Dear ****** ********:
  
  Thank you for reaching out to us.
  
  We received your letter on August 8, 2022, through the Better Business Bureau (BBB) portal. After an investigation, we are sharing with you what we found.
  
  Financial companies choose how they share a customer's personal information. Federal law gives consumers the right to limit some but not all sharing. For marketing purposes, our customers can opt-out of us sharing their personal information with either our affiliates and/or non-affiliates. Mr. Cooper has provided a Privacy Notice and it is enclosed for your review.
  
  On August 9, 2022, we input your information into the Do Not Solicit (DNS) site through the Mr. Cooper website to opt out your account from marketing calls. Should you elect to opt-out of additional options, you may visit us at www.mrcooper.com/privacy/do_not_solicit or call us at 888.480.2432. Please note that it may take up to 30 days for your request to be fully processed.
  
  Unfortunately, a late fee of $95.65 was assessed on July 18, 2022. Mortgage payments for the above-referenced account are due on the first day of each month; however, in accordance with the terms of the Note, there is a 15-day grace period allotted to remit payments. The July 1, 2022 payment of $2,547.94 and the late fee were satisfied on July 29, 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, 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:
  Privacy Notice
  Note
  Late Notice
  Transaction History
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our Customer Service Department at XXX-XXX-XXXX 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Mr Cooper remove my information from soliciting call list

• Initial Complaint

  Date:08/01/2022

  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.

  Our mortgage was sold to Mr. Copper from Bank of America. We decided not to continue with Mr. Copper and went with another mortgage company. The loan with Mr. Cooper has been paid in full as of Dec of 2021. The transaction between Mr. Copper and our new mortgage company was less than a month. I contacted Mr. Cooper twice to ask them to let them know that our credit reports still hold an active account with them with the full amount. They said that they would take care of it. We received a letter from Mr. Copper saying that they will only send a letter to the creditors that account was paid and that they are going to report that we were a month late and they intend on reporting that at the end of July. I contacted our new mortgage company who said that Bank of America and Mr. Copper has reported to them that there were no late payments and they sent us a copy of it as well. This has cost my credit report to go down 10 points since the new mortgage and Mr. Cooper is still active on my credit reports
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 7, 2022/08/18) */
  Please see attached resolution letter.