I received a letter that my hazard insurance was not paid for May 10, 2020 when it was due. When I called Mr Cooper I waited for 25 min. on hold at which time they told me that they had not paid because the insurance co hadn't answered their call on May 5. I was not notified and now received a bill for $3196 to be paid immediately. This is the same insurance co. that I have had for the last 5 years and they have my insurance info. Mr Cooper has the money in escrow and hasn't released it to me. I paid off my loan on May 12, 2020 and they were responsible till that date to pay taxes and insurance. When I started to question this they hung up on me and did not call me back. Now I have to pay it or will be suspended and I don't have the money. I was told that Mr Cooper could not expedite the balance of the escrow payment to me, and they have until June 12 to send me the escrow. So upset! User's recommendation: I would not go with this mortgage company if you have a choice. Poor custormer service!