Consumer complaint received 2021-02-18
Company: Mr. Cooper Group Inc.
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX Contacted Escrow services and spoke to XXXX XXXX to report that we had not received our escrow disbursement check and inquire as to if when it was sent and options for paying taxes by the end of the year in order to claim on our taxes. I was first informed that Mr Cooper had paid our taxes electronically on XXXX XXXX. I then had to explain that our state and city did not accept payments directly from mortgage companies and that I have been told in the past by Mr Cooper that even though online it states that our property taxes were paid to ignore this information and expect a check in the mail made out to the city and my husband and I. After I reported this info, the customer service representative investigated further and found that our escrow check was processed on XXXX XXXX. I was then told that in order for us to pay our taxes by the end of the year, Mr cooper would cancel the check and would electronically deposit the escrow disbursement of {$4300.00}. I emailed a copy of a voided check to XXXX in order to facilitate the electronic deposit and XXXX assured me that the money would be deposited by XXXX XXXX. 
I called back XXXX XXXX as no electronic deposit had occurred in our checking account. I again explained the situation, was again told that our taxes had been paid on XXXX XXXX and had to ask that the customer service representative named XXXX investigate further to see that this was not the case and that I had been told that an electronic deposit would be made. XXXX informed me then that there was a mix up with the checking account and they did not know that it was a joint account and that was why the deposit had not occurred. She assured me that she had corrected this and that the deposit would occur within 3 days and that she would contact me to verify that it was complete within 3 business days. XXXX told me that we were ok to pay our taxes out of our own money by XXXX XXXX so that they were not late and that we would be reimbursed in a few days. 
XXXX XXXX we paid our property taxes out of our checking account despite no escrow deposit received. 
I waited about a week to see if the deposit would occur as of XXXX XXXX XXXX no deposit was received. 
XXXX XXXX XXXX I called the escrow customer service line to again report the above info and asked to escalate my concern as I had not received any follow up after my lasts 2 calls. My call was forwarded to XXXX XXXX. I again had to inform her of the above as she did not seem not have record of the previous promises that had been made to me. XXXX informed me that all she could do was forward my concern to her tax team and that their response would take up to 2 weeks. XXXX assured me she would follow up with me after there was a response from the tax team. I asked XXXX to send me her contact information as i had not received any follow up in the past despite promises from both customer service representatives. XXXX forwarded me her contact info. 
XXXX XXXX XXXX as of this date I had received no follow up contact from XXXX. I placed a call to her direct line and it stated that she was not accepting voicemails. I then sent an email to XXXX requesting and update on my request for reimbursement of my paid property taxes. 
XXXX XXXX XXXX As of this date I had not received a return email or call from XXXX. I called the escrow customer service line and again requested to escalate to a manager or above as I was very frustrated about the lack of response or follow up from my previous calls. At this time I spoke to XXXX XXXX and explained the above again. XXXX stated that the tax team had called the city to see if our property taxes were paid, confirmed that they were, and then closed the inquiry. I explained yet again that the taxes were paid out of our own money and asked that he investigate to see that we never received or cashed an escrow check and that we never received an electronic deposit to our personal account as reimbursement. XXXX wanted to forward my complaint again to the tax team and I stated that they would only confirm again that the taxes were paid. I asked to escalate this further as there had been no resolution to the tax team investigation and I did not wish to wait an additional two weeks for this to be settled. XXXX did further investigation and assured me that he would contact me by XXXX XXXX XXXX at the latest with an update. I requested the name and contact info for his manager as I again did not trust that I would receive an update.XXXX  assured me that he treated his customers better than that and that hid job was to turn my experience around. I still insisted on his managers contact info. I received her name and number as XXXX XXXX. 
XXXX XXXX I did not receive any follow up from XXXX and gave him extra time until Monday XXXX XXXX to contact me. 
XXXX XXXX I placed a call to maribel giving her a brief update of my experience and requested a return call for follow up. As of XXXX XXXX i have not received a return call from XXXX XXXX 

At this point, I do not believe that I will receive any follow up or resolution of my complaint by Mr. Cooper as they have demonstrated for the past 6 weeks that they are unable to handle this. I am seeking reimbursement of the money that we spent out of our own pockets to pay our property taxes in the amount of {$4300.00} despite the money we put in escrow with Mr. Cooper.

Company response to consumer: Closed with explanation