Mr Cooper

I purchased a home in November 2023 thru USAA. In December 2023 when I returned back home with a load of my belongings, my mailbox was full of correspondence from numerous companies including NationStar, NationStar dba USAA, Lakeview Loans, Mr.

Cooper and numerous independent companies trying to offer me refinancing or home warranties. I called one of the four numbers representing the company that I now know as NationStar/MrCooper/LakeviewLoans. i was immediately given forgiveness for my first payment being late, even though i made my first payment through USAA. I made a second payment so i spent the entire year of 2024 ahead on a payment.

Around December 12, 2024 I received a notice from yet another company associated with the subject company stating my insurance policy lapsed one month earlier. The letter from Nationstar's Insurance Department was dated 16 days after policy expired. Money was available in the Escrow account, so adequate funds to pay the insurance, and there was no change in the underwriter or agent. Immediately upon reciepe of the letter dated November 29, 2024, I conferenced with my agent, the underwriter and someone from NationStar.

The funds were disbursed from the escrow account and the new policy went into force December 13, 2024. Now I am receiving letter's from NationStar's insurance branch, wanting me to pay an additional $128 to purchase an insurance policy for the period where the coverage lapsed. The people at NationStar insist it was my responsibility to cover the property with the required insurance, according to some paragraph in the contract I signed with USAA. While the intent of the paragraph is very clear, and what they are saying is true, I did provide coverage and the funds were available in the escrow account to renew the coverage.

Neither NationStar and their affiliates, the insurance underwriter, nor the insurance agent reached out to me to let me know the policy was coming due and there was a potential problem. Instead, NationStar let the policy lapse by 16 days before generating any communication whatsoever. It turns out, the original address the insurance underwriter had for the billing department at USAA was not the correct delivery address for NationStar. Nobody responsible for disbursing funds reached out to me or the insurance underwriter to attempt to resolve the issue, so a month after the policy lapsed I found out.

Now the company thinks to the solution to their incompetence is to let me pay for an insurance policy which I have never seen a copy of, for the one month period when there was no Wind & Hail insurance in force on the property. I would have been left to hang out to dry with no insurance during that period, which coincided with the end of hurricane season, had any events covered by the policy caused damage to my home. To look back and say I need to pay for a policy to cover my home when it was an error by NationStar that created the whole situation is ridiculous. I never did any business or signed any documents with NationStar or its affiliates during the purchase process.

USAA processed my mortgage note and NationStar bought said note after the fact. NationStar assumed the responsibility for my escrow account and should have reached out to both insurance companies involved in covering my insurance obligation, and verified the correct information was on file for the billing process.

It was NationStar's gross incompetence that created this whole situation. Now they want me to pay for a policy to cover the past...

En febrero cumplí un año de haber firmado mi casa nueva. A los 6 meses, Mr.

Cooper compró la deuda. En agosto nos enviaron un documento con un nuevo análisis del depósito de garantía con la noticia de que estábamos pagando más de lo que nos correspondía y teníamos un balance a favor, por lo que decidieron devolvérnos una cantidad de dinero y ajustaron la cuota mensual, la que pasó de $2.468 a $2.004. Ahora resulta que este mes nos acaba de llegar un comunicado de que en el nuevo análisis del depósito de garantía realizado en marzo dio como resultado que tenemos un balance en déficit de $5.919 y nuestra nueva cuota a pagar es de $2.846 en mayo. ¿Alguien nos puede explicar?

Hemos hecho hasta lo imposible por comunicarnos con alguien para aclarar la situación, pero lo único que tienen es un sistema automatizado en sus líneas telefónicas.

Tienen que revisar y hacer un nuevo análisis; están equivocados. Por su error pretenden ponernos en esta difícil situación.

I tried calling Mr Cooper for answers to my escrow shortage/increase. It took 2 days, several calls and a lot of frustration, and I was not able to get past their robot phone system to talk with a real person.

While I understand robots cost less to employ than a human, I am sure that human would appreciate some human touch on occasion

I emailed this site, and within 24 hours I had a return call from Mr Cooper. It never should have gotten to that point.

I returned their call and was able to speak to a real person and got the issue resolved. Mr Copper in the future needs to be aware sometimes a human is better than a robot.