Mr. Cooper complaints

ACCOUNT INFO CASE NUMBER: 0012755215 REFERENCE: 99036808 Dear Dana: Thank you for reaching out to us. We received your correspondence on May 22, 2025, through the Business Consumer Assistance, and have put together this reply with information we hope will alleviate your concerns. After an investigation, we are sharing with you what we found. 1. Automated System We want to apologize for the frustration you recently experienced with our automated phone system. Please know we are constantly improving our technology to create the best experience possible. Your input will help us continue to improve, and I have already passed your feedback on to our user experience team. You spoke with a Mr. Cooper, subservicer for Lakeview Loan Servicing, LLC (Mr. Cooper) Customer Relations agent on June 2, 2025, regarding your account. During the conversation, you advised the phone number you used to contact us was 833-685-2566. The agent advised you this was an incorrect phone number to reach us regarding your account, and advised you may reach our Customer Service Department at 833-685-2580 regarding any concerns about your account. Please note our Interactive Voice Response (IVR) system has been updated to prevent unauthorized parties from gaining account information. The update includes our customers being automatically verified when calling from a phone number already associated with the account. If the IVR system does not recognize the phone number, you will be required to provide your full loan number or your full social security number. The call will not be connected to a Mr. Cooper agent, who is a subservicer for Lakeview Loan Servicing LLC, until one of these verification items has been provided. In the event that one of these verification items is not provided, you will receive a message to call back with the required information, and the call will be disconnected to help prevent unauthorized access to your account. Additionally, when navigating our main menu, selecting the option to speak with an agent is restricted without first specifying the purpose of the call. This step is crucial as it helps us direct your call appropriately and maintain the security of your transaction. 2. Payment During the above referenced conversation on June 2, 2025, you also inquired about the most recent payment you submitted. The agent advised you of the funds in the amount of $2,111.85 received on May 13, 2025, which were applied toward the June 1, 2025 monthly payment. As of the date of this letter, the account is due for the July 1, 2025 monthly payment of $2,111.85. RESPA RESPONSE TO NOTICE OF ERROR Under applicable federal law, we are required to inform you after completing a reasonable investigation into the issues described above, it has been determined no error occurred. You have the right to access the document we used in this investigation, and we have enclosed it. The document is: • Transaction History If you have any questions, the Dedicated Loan Specialist is Susan Horn and she can be reached at 833-685-2580 or via mail at 8950 Cypress Waters Blvd., Coppell, TX 75019. 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, John Scott Mr. Cooper Customer Relations Specialist PO Box 619098 Dallas, TX 75261-9741 E-mail: [email protected] Phone: 480-748-2888 Enclosure By Business Consumer Alliance Portal, U.S. Mail and E-mail 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

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The loan was transferred from Wells Fargo Home Mortgage to Mr. Cooper effective February 4, 2025. We regret to hear that you have experienced any difficulties with the online application, but we can assure you that we are reflecting on the correct monthly payment. We issued an escrow review statement dated March 5, 2025, which reflected an escrow shortage in the amount of $392.50. If unpaid the shortage would cause the monthly payment to increase from $1,408.69 to $1,463.21, starting May 1, 2025. After reviewing your payment history, we do not reflect to have received a payment in the amount of $392.50 to cover the escrow shortage. If you believe you sent payments that were cashed but not credited to the loan, you may provide Mr. Cooper with adequate proof of the payments, so that we may research the matter further. Proof required includes a legible front and back copy of the cashed check or Money Order, bank statement reflecting full details of a cashed payment and revolving balance, or a Source of Receipt (if wired payment) from the bank including the wire receipt information reflecting that the payment was indeed received and accepted. You can send the information to us via one of the avenues below: Mail: Mr. Cooper Attn: Research Department PO Box 612488 Dallas, TX 75261 Fax: 972-459-1611 E-mail: [email protected]

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