Consumer complaint received 2021-03-01
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, XX/XX/XXXX, XXXX XX/XX/XXXX XX/XX/XXXX The problem started in XXXX of XXXX. One and a half years ago. Mr. Cooper, our mortgage company paid my parcel property taxes and in addition, they also paid for two other parcels at the same address that do not belong to me. The same error happened again in XX/XX/XXXX, and in XXXX of XXXX. 

XX/XX/XXXX through XX/XX/XXXX In the interim, I kept calling and requesting them to stop paying unlawfully from my escrow money - for parcels that do not belong to me. I spoke to numerous people before they removed the other parcels and I did not pay for them for the next tax cycle. ( the following cycle the parcels were back on my account ) However, I never received credit back and the amount owed in my escrow just kept going up and up. At first, one person I spoke to noted on the file that I only need to pay the original mortgage amount, excluding the growing escrow. 

XX/XX/XXXX through XX/XX/XXXX At about XXXX of XXXX, Mr. Cooper said I need to pay up or I had the choice of going into forbearance, which I did. I chose forbearance as to avoid Mr. Cooper using my money incorrectly and unlawfully. I was trying to get my account corrected and credited and did not owe Mr. Cooper as much money as they claimed. I kept calling and emailing and actually reached two people that understood the problem, but these people told me that it was not in their jurisdiction to correct the incorrect payments and amounts owed. I kept calling and calling to no avail. 

XX/XX/XXXX and XX/XX/XXXX Mr. Cooper while trying to correct their errors, made a mistake again and erroneously put back the two parcels on my account. Mr. Cooper paid for the other two parcels from my escrow in XXXX and XXXX of XXXX which again meant that money was coming out of my escrow unlawfully.. 

I had no one to talk to. I kept getting different people at Mr. Cooper and nothing was resolved. Each person would tell me, they would get back to me, or I can get back to them, but they didn't get back to me and when I tried calling back or emailing - I did NOT get any response. 

XX/XX/XXXX, XX/XX/XXXX Finally in XXXX of XXXX, I found out that I can send a complaint on the email of Mr. Cooper 's website. The email was sent on XX/XX/XXXX and I was told I will get a response by XXXX XXXX. By XX/XX/XXXX, I got an email that I will get a response by XX/XX/XXXX. I got a response at XXXX XXXX  on XX/XX/XXXX from XXXX XXXX, stating that there was a refund to my escrow account. ( yay ) However the refund was only for the first XXXX dates and not the last two dates Mr. Cooper made an error ( boo ). I immediately sent back an email to XXXX XXXX stating that the refund was only partial and incorrect. I asked him to please keep in touch and keep me updated. I haven't heard from him since. When I did get through to a different person, I was told that there was a resolution and it was corrected already ( which it wasn't ) XX/XX/XXXX I was hoping at this point to go out of forbearance. I wanted to pay up the correct escrow amount and continue with my mortgage payments which should only be the principal and interest. I do not trust Mr. Cooper to pay my tax and insurance payments and will do so on my own. 

I again gave in a complaint on Mr. Coopers website and on XX/XX/XXXX, someone XXXX called me from Mr. Cooper. 

XX/XX/XXXX. 
XXXX listened to what I told her, however, she kept saying it will be looked into and I will get a resolution. I let her know the last resolution was wrong and it's not acceptable that I am being treated this way and the matter is not resolved after a year and a half. 
Due to the fact, that I was still not credited for all the errors made by Mr. Cooper, I was unable to go out of forbearance and am still waiting for a response for them that is correct. 

XX/XX/XXXX / XX/XX/XXXX I am still waiting for this matter to be resolved accurately and for my account to go out of forbearance. I need this matter resolved this month. I would appreciate if you can help this matter be resolved. I waited from XX/XX/XXXX to XX/XX/XXXX for the credit for the first three dates. Please, it can not take so long for the next 2 dates to get credited. I need it resolved this month.

1. Besides the credit to the escrow, the 2. amount that Mr. Cooper claims I owe them is inaccurate. The only way the amount will be accurate is if they go back to the last statement amount before they paid for the extra parcels and recalculate from there. 

I would like to receive in writing 1. the total amount I owe escrow 2. The new mortgage payment amount of only principal and interest. NO ESCROW.

Please help me straighten out this mess, before Mr. Cooper will add on interest and make more errors. It has been a long 1 1/2 years where I have spent many hours on the phone and by email with Mr. Cooper. I would appreciate anything and everything you can do to make the corrections happen. 

Thank you in advance.

Company response to consumer: Closed with explanation