Complaints

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  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Mr. Cooper

  4425 Ponce De Leon Blvd Fl 5 Coral Gables, FL 33146

  
• 

  Mr. Cooper Rushmore Servicing RightPath Servicing

  2000 N Classen Blvd., Suite N3400 Oklahoma City, OK 73106

  
• 

  Mr. Cooper

  25500 Commercentre Dr Lake Forest, CA 92630

  
• 

  Nationstar Mortgage LLC

  9135 Ridgeline Blvd Ste 200 Highlands Ranch, CO 80129

  

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:07/20/2022

  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.

  Mr. Cooper is our current mortgage lender for our home. I had an Escrow payment of $680.15 due way back in March. Mr. Cooper was supposed to pay this from my Escrow Balance far in advance of it being due, as stated so directly on their website. It is now almost August and Mr. Cooper has yet to pay the Escrow Tax. A Lien is being placed on my house on August 1st, all because Mr. Cooper made a mistake and is dragging their feet in rectifying it. My Escrow Account Balance is $8,049.60. That is more than enough money in the balance to pay the tax, but Mr. Cooper hasn't done it. I have contacted Mr. Cooper multiple times through phone and online chat, as has the Realtor that sold the property to us. Mr. Cooper keeps saying that they will "investigate" it, but nothing ever happens. The customer service agent I spoke to on the phone even confirmed that they had purchased my loan back in January, and that they should have been the ones to pay the March Escrow Tax. This should be a very simple fix. There are sufficient funds in my Escrow Account, and the Escrow Tax is almost 5 months overdue. There is absolutely no reason that Mr. Cooper can't pay the Escrow Tax immediately today before I lose my home due to their negligence.
  
  Additionally, I have accrued late fees because of Mr. Cooper being 5 months late on paying the Escrow Tax. $22.31 in late fees have been added to the tax bill, which I expect Mr. Cooper to be compensating out of their own pocket and not from my Escrow Account. Their website even states that if they are late on a payment and cause late fees to be added, that they will cover them.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Dear ***** *******:
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on July 21, 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.
  
  Delinquent Taxes
  
  After reviewing the account, we were unable to locate any previous request to pay the taxes. Our records reflect that we were first informed about the delinquent taxes on July 12, 2022. A request was submitted to our tax team to investigate and pay. A payment was issued to Old Orchard beach Town for $702.46. Mr. Cooper only withdrew $680.15 from your escrow account, as we covered the $22.31 in penalties and interest as a courtesy. Please note that these taxes were due effective August 15, 2021. The next tax payment is showing to be due by September 1, 2022, and will be issued timely. We regret any inconveniences this may have caused you.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Payment History
  
  
  
  
  
  
  
  
  If you have any questions, please contact our 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 *******
  Mr. Cooper
  Customer Advocate
  PO Box XXXXXX
  Dallas, TX XXXXX-XXXX
  Phone: **************
  E-mail: *************@mrcooper.com
  
  Enclosure
  By BBB Portal
  
  
  Consumer Response /* (3000, 7, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response by Mr. Cooper is nothing short of insulting.
  
  First, I will state that Mr. Cooper finally did pay the 5 month overdue Escrow Tax Bill, and I have narrowly avoided having a Lien placed on my house through no fault of my own.
  
  There are multiple parts of Mr. Cooper's response that I believe to be factually inaccurate.
  
  1. They claim to be first notified about the delinquent taxes on July 12. It is true that this was the first time the realtor and myself contacted them about it, however these taxes were due way back in March. Mr. Cooper purchased my loan in January, which comes 2 months before March. Mr. Cooper's website clearly states the following (for which I have a screenshot that I will attach): "IF YOUR LOAN IS ESCROWED FOR TAXES, PLEASE KNOW WE RECEIVE THE BILL DIRECTLY FROM YOUR TAXING AUTHORITY, SO THERE IS NO REASON TO SEND IT TO US, AND REST ASSURED WE WILL BE PAYING THESE WELL BEFORE THEY ARE DUE." So when Mr. Cooper states they paid the late fees as a "courtesy" and that their investigation concluded that no errors occurred, it is tantamount to a slap in the face. My wife and I lost sleep over this for weeks with the constant threat of an impending lien being placed on the house through absolutely zero fault of our own. For weeks I pleaded with Mr. Cooper on an almost daily basis, to use the sufficient funds in MY escrow account to pay the 5 month delinquent bill. They would not do it until the very last minute. So no, Mr. Cooper, you did not pay the late fees as a "courtesy". I am still waiting to hear WHY my March escrow tax bill was not paid in the first place. You've given me no explanation for how or why this happened, so how am I supposed to know it won't happen again?
  
  2. Mr. Cooper states that these taxes were due by August 15. This is not true and they know it. The taxes were due in MARCH. That is why there was almost a lien put on my house. Why would there be late fees if the taxes were due on August 15th, which is still over 2 weeks away from today? I have evidence of multiple conversations with Mr. Cooper where I make it very clear that the taxes were due in March. Mr. Cooper was also provided with a copy of the Lien Notice from the Town of Old Orchard Beach.
  
  I expected a genuine apology at the bare minimum after Mr. Cooper significantly damaged my family's mental well being. Instead I got their response deflecting any type of responsibility or reconciliation for the damage they caused. So no Mr. Cooper, I don't accept this cold and inaccurate response.
  
  
  Business Response /* (4000, 9, 2022/08/02) */
  Dear ***** *******:
  
  Thank you for reaching out to us.
  
  We received your correspondence through the Better Business Bureau (BBB) on July 29, 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.
  
  Delinquent Taxes
  
  After further investigation, our tax team was able to identify that the due date was set up incorrectly when the loan was transferred. The tax due date was set up for September 1, 2022, instead of March 1, 2022. However, there was delinquent taxes for $0.47 that was due on September 1, 2021, which was prior to Mr. Cooper servicing the account. A total of $702.46 was paid on July 25, 2022.
  
  Mr. Cooper withdrew $680.15 from the escrow account to cover the September 1, 2021, tax amount due for $0.47 and the March 1, 2022, taxes due for $679.68. The penalties and interest of $22.31 were covered by us due to our error.
  
  We apologize for incorrect information that was provided in the previous resolution letter and for any inconveniences this may have caused. We hope the information provided is helpful and thank you for the opportunity to be of assistance.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because the tax due date was set up incorrectly when the loan was acquired, which led incorrect information being provided in the previous resolution letter. We corrected the error on August 2, 2022, by acknowledging the error. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  Payment History
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our 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 *******
  Mr. Cooper
  Customer Advocate
  PO Box XXXXXX
  Dallas, TX XXXXX-XXXX
  Phone: **************
  E-mail: *************@mrcooper.com
  
  Enclosure
  By BBB Portal
  
  
  Consumer Response /* (2000, 11, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I am happy that Mr. Cooper FINALLY admitted to their error, I still have significant issue with the way Mr. Cooper handled their error. With a lien on my house being imminent due to Mr. Cooper failing to pay the escrow tax as they are required to do by law, I begged them on an almost daily basis to pay the overdue bill immediately using the sufficient funds in my Escrow Balance. This is MY money that I paid, it was NOT Mr. Cooper's to withhold. Why did Mr. Cooper refuse to pay the bill (as required by law) with the lien being imminent, despite me requesting them to pay it on multiple occasions?
  
  Since the overdue bill has now finally been paid (mere days before the lien went into place) and Mr. Cooper finally admitted that this was their mistake, I will accept this resolution. However, I still take umbrage with the fact that Mr. Cooper refused to pay my delinquent tax bill for weeks, despite my formal requests to do so. These actions were reported to the Consumer Financial Protection Bureau, as I question whether Mr. Cooper was in violation of US Law with their conduct.