Consumer complaint received 2022-07-22
Company: Mr. Cooper Group Inc.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX. During XXXX to XXXX, our mortgage was serviced by XXXX Bank. During this time, our mortgage was in forbearance under CARES Act for a 12-month period. 
XXXX. We applied for and subsequently received an additional 90-day forbearance period, also through CARES Act rules. 
XXXX. Without notification, on or about XX/XX/XXXX, XXXX moved the balance of the 12-month forbearance period mortgage payments to the end of the mortgage period, which I understand is referred to as deferral. 
XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold to XXXX XXXX XXXX ( XXXX ). We applied for and subsequently received an additional 90-day forbearance period under CARES Act rules with XXXX. The total 12 month + 3 month + 3 month CARES Act forbearance period should have expired on or about XX/XX/XXXX. 
XXXX. During this time, it became apparent that XXXX, without written notice, had attached an escrow to our mortgage account. They began paying property tax bills and homeowners insurance premiums sometime in the summer of XXXX. We were not aware at first that they were paying these. Nonetheless, we continued to personally pay property taxes and homeowners insurance on the property throughout the forbearance period and to date. Overpayment balances exist on both our property tax account and our homeowners insurance account. 
XXXX. We made several unsuccessful attempts to have the escrow reviewed with XXXX, but were not able to secure the review. 
XXXX. Beginning with our XX/XX/XXXX statement, XXXX began to invoice us for {$1600.00} for escrow, and to include this amount in our monthly payment amount. 
XXXX. We were notified on XX/XX/XXXX by XXXX that our Forbearance Plan had been continued for an additional 180 days and that no loan payments would be required during this period. 
XXXX. We began making regular mortgage payments ( not including escrow amounts ) on XX/XX/XXXX and have made those payments each month, as due, up to and including XX/XX/XXXX. 
XXXX. On or about XX/XX/XXXX, our mortgage servicing was sold again, this time to Nationstar Mortgage XXXX d/b/a RightPath Servicing/Mr.Cooper. 
XXXX. Since that time, I have made numerous attempts to contact and get answers about the resolutions I am seeking. These included the following : a. Call to general number in mid XX/XX/XXXX. On the Call was a XXXX XXXX from XXXX XXXX that I located through CFPB. I was referred to XXXX XXXX, my loan XXXX. I was told XXXX XXXX would call me within 3 business days. He did not, or he called and left no message from a contact number unknown to me. 
b. I emailed XXXX XXXX on XX/XX/XXXX, requesting relief as listed below, but received no response. ( See XXXX XXXX attached ) c. I emailed XXXX XXXX again XXXX XX/XX/XXXX and again received no response. 
d. I called XXXX XXXX on XX/XX/XXXX and asked why he had not contacted me. I was told that it was company policy that ( he ) was not allowed to contact me by email. 
e. I asked how to have escrow removed from my account. XXXX XXXX provided XXXX separate emails : i. one to verify homeowners insurance coverage ii. one to verify that we had paid all property taxes. 
f. I sent those emails on XXXX and received only a in process response from the insurance verification site, but never any response with details to either email. ( See XXXX XXXX, attached, plus attachments, XXXX XXXX & XXXX XXXX, attached ) g. XXXX XXXX tried to connect me with a supervisor to handle other issues, but put my call on mute so that I could not be heard when supervisor picked up. 
h. I called back to the general number and asked to have a supervisor call me, but nobody ever did. 
i. I understand that NationStar/RightPath Servicing may intend to put my account into foreclosure, beginning that process as soon as XX/XX/XXXX. 
j. On XX/XX/XXXX, I sent a Qualified Written Request to the address listed by RightPath Servicing to notify them that I am protesting the error amounts and the escrow on my mortgage. ( See Page XXXX, attached ) XXXX See also statements attached from XXXX plus Escrow history/partial from XXXX ( See Page XXXX, attached ) and statement from RightPath ( See page XXXX, attached ) and contact information for XXXX XXXX from RightPath ( See XXXX XXXX, attached )

Company response to consumer: Closed with explanation