Consumer complaint received 2019-01-10
Company: Mr. Cooper Group Inc.
State: OR
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My property taxes are currently paid by the Oregon property tax deferral program. They have been for many years. My mortgage servicer is Mr Cooper, also known as Nationstar. The only item set up to be escrowed is my homeowners insurance. On XX/XX/2018 I received a notice by email that Mr Cooper made payment of property taxes On XX/XX/2018. 

Using the online email I contacted Mr Cooper to remind them that I was in the states property tax deferral program and they were not to make payment. I provided contact information for the Oregon property tax deferral program. 

I contact the deferral program to make sure there were no problems with my acct and that it was in good standing. They said there were no problems and they were set to make payment due XX/XX/XXXX. They referred me to XXXX Co Property tax. 

On XX/XX/XXXX I contacted XXXX Co and was told that The states deferral program had made payment on XX/XX/XXXX and that it was the only payment they received. I was also told that Mr Coopers payments had already been processed. 

I again contact Mr Cooper via their online email system and informed them that XXXX Co had received payment from the state or Oregon but had not received any payment from them. 

I was concerned what this 'error ' would do to my upcoming Escrow analysis due to be done on XX/XX/2018. The addition of this into the analysis would increase the payment and I would be required to pay while the fixed any problems. 

I contacted XXXX Co again and was told that a payment was received on XX/XX/XXXX by US mail, post marked XX/XX/XXXX. They also told me a refund had been sent to Mr Cooper XX/XX/2018. 

On XX/XX/XXXX I received an email from Mr Cooper staying they verified there was a refund 'available ' and to allow 6-8 weeks for it to be processed. They made no reference to the yearly analysis that was due or how adjustments might be made other then the refund would be credited to escrow. 

9 days later On XX/XX/2018 I checked my acct online and the new analysis had been done. They not only added in the taxes paid, but added taxes for Next year as well. The end result was my payments doubled and I legally have to pay any amount they set. 

With a simple credit report Mr Cooper knows. 
~ I am XXXX making it harder to research and fight issues such as these. 
~ My income amount and being XXXX that it is fixed, limited. 
~ They know every bill I have and the amount that has to be paid. 
~ They sent an email saying they will get the taxes paid refunded. Then knowing that, 9 days later did the escrow analysis and added two year of taxes. 
~ they know property taxes were not escrowed, and were paid by the state of Oregon 's property tax deferral program. 
~ they are trying to collect taxes not owed and against Oregon State law ~ they know my income can not support the payments of this amount and will result in default. 

Because I have completed HAMP and did not recast the loan, Mr Cooper no longer receives Servicer incentive payments or has chargeable services from the lending pool. Mr Cooper is looking to replace the lose of those payments, lacking any they are creating other servicing fee generating issues. They are trying to force me to default for their own profit. 

Nationstar dba Mr Cooper is acting in predatory manner, and this is not the first time. 

If they state they are not a debit collector read page two of attachment XX/XX/2018 EMAIL NOTICE TAXES PAID

Company response to consumer: Closed with explanation