Consumer complaint received 2018-01-06
Company: NATIONSTAR MORTGAGE LLC
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
As of XXXX/XXXX/XXXX, our mortgage was transferred to XXXX XXXX. This complaint is related to our former mortgage company, Mr. Cooper ( formerly known as Nationstar ). Mr. Cooper failed to pay XXXX property taxes for one of the two lots listed on our deed, and this error on their part has resulted in a local attorney purchasing a " certificate of delinquency '' on the lot with the unpaid taxes, giving the attorney a lien on the property. Long story, but here we go ... 

There are two " lots '' on the deed -- The main lot ( where the house sits ), and a side lot about 8 feet in width ( where a portion of the driveway and fence sit ). Although both lots are on the deed, we get property tax statements for each lot. Our initial mortgage company, XXXX XXXX, paid the property taxes for both lots without issue each year. Our mortgage was transferred to Mr. Cooper in XXXX, and Mr. Cooper failed to pay the property taxes on the 8-foot wide side lot ( approximately {$5.00} in taxes ), which allowed an attorney to pay the taxes and a " certificate of delinquency. '' We were notified in XXXX of XXXX via a letter from the attorney that she held the certificate of delinquency, and that we were to pay her more than {$400.00} to settle fees and debts. We immediately contacted Mr. Cooper representatives, and spoke to multiple supervisors to explain the situation. These supervisors contacted our local county attorney, investigated the issue, and admitted to us that Mr. Cooper erred in failing to pay the taxes on both lots, since both lots are listed on the deed. Mr. Cooper assured us that the debts and fees owed to the attorney would be paid with Mr. Cooper 's funds ( as opposed to ours, since the original tax responsibility was less than {$5.00} ). Fast forward to XXXX of XXXX, and we get another letter from the same attorney telling us that she still holds a lien on the property, and that the debts and fees we accrued from Mr. Cooper 's failure to pay the XXXX taxes remain outstanding. We immediately called Mr. Cooper again, spoke to another supervisor, and were told that the error was n't fixed in XXXX because the representative only initiated an " account investigation '' instead of an " account correction. '' We urged this supervisor to settle the matter quickly, because our loan was being transferred to XXXX XXXX on XXXX/XXXX/XXXX. Today, the matter remains unsettled. We called Mr. Cooper today ( XXXX/XXXX/XXXX ), and the same supervisor we spoke with in XXXX explained to us that the issue was investigated, that Mr. Cooper recognized their error, and that they were scheduled to pay the debts and fees to the attorney on XXXX/XXXX/XXXX, but could n't because our mortgage was transferred to XXXX XXXX ( which they obviously knew, and we clearly told them was our fear ). The Mr. Cooper representative said they have nothing to do with the mortgage now, and that we should contact XXXX XXXX to request they pay the money for Mr. Cooper 's mistake ( which I 'm sure XXXX XXXX will love and rush to do ). 

So, long story short ... Mr. Cooper failed to pay our full property taxes. An attorney took advantage of the situation and purchased the rights to a piece of our land, and then proceeded to charge us more than {$400.00} what was originally less than {$5.00} in property taxes. Then, despite several phone calls in XXXX and XXXX of XXXX, each resulting in a supervisor acknowledging Mr. Cooper 's error and assuring us the matter would be settled at no cost to us, Mr. Cooper did nothing. Then, our loan is transferred to XXXX XXXX, and Mr. Cooper tells us to ask XXXX XXXX to pay for their mistake. And, to top it all off, our local sheriff left a note on our door to contact them regarding a legal matter we think is related to this issue.

Company response to consumer: Closed with explanation