Consumer complaint received 2021-01-25
Company: Mr. Cooper Group Inc.
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We received a letter from our County Assessor 's office ( dated XX/XX/XXXX and received XX/XX/XXXX ) indicating that our real estate taxes ( due XX/XX/XXXX ) are delinquent and accruing interest. The letter threatened to publish our names in the local newspaper and to offer a tax sale on our property if payment was not received by XX/XX/XXXX. 

We called our home loan servicer, Mr. Cooper ( Nationstar Mortgage ), on XX/XX/XXXX informing them the taxes held in escrow had not been paid. 'XXXX  XXXX apologized and said that a check would be 'over-nighted ' via XXXX the following day ( XX/XX/XXXX ) and that she would call us to confirm this the next day ( XX/XX/XXXX ). We did not receive any call during normal business hours the next day as promised, so we called that evening ( XX/XX/XXXX ) and spoke with another agent ( did not get the name ) who informed us that there was no record of the call from the previous day and confirmed that no check had been sent. The agent informed us that the soonest a check could be sent was the following Monday ( XX/XX/XXXX ). Frustrated, my wife ended the call. 

I called the evening of XX/XX/XXXX and spoke with 'XXXX  ' ( not the same XXXX as before - I asked ) to confirm that a check would go out XX/XX/XXXX and she said that she saw 'on her screen ' that payment was due to go out XX/XX/XXXX. As this was the final due date from the Country Assessor, I said this was unacceptable. I informed XXXX that we had been promised that payment would be over-nighted XX/XX/XXXX and then XX/XX/XXXX and now XX/XX/XXXX. I also informed her, as we had with all representatives up until this point, that the payment was originally due XX/XX/XXXX. We demanded immediate satisfaction, also informing each representative that electronic payment could be made via the County Assessor 's website at any time. 

We are considering, to be safe, paying the taxes ourselves - including accrued interest. I contacted the County Assessor 's office this morning ( XX/XX/XXXX ) and spoke with 'XXXX  XXXX to confirm the exact amount ( {$3900.00} ).

Immediately after calling the County Assessor, I called Mr. Cooper XXXX XX/XX/XXXX XXXX. XXXX to check the status of our problem one last time. 'XXXX  XXXX informed me that a check to the Country Assessor for {$3900.00} had been sent and should be delivered today ( XX/XX/XXXX ) and provided me with the check number and a XXXX XXXX tracking number. When I checked the tracking number and expanded the history of the shipment, I found out that the check was sent to an address several states away ( XXXX, Pennsylvania instead of XXXX County Assessor, Nebraska ). 

Learning this, I contacted Mr. Cooper XXXX XX/XX/XXXX XXXX ), spoke with 'XXXX  XXXX who transferred me to 'XXXX ' and I explained our situation again. XXXX stated that her manager, 'XXXX  XXXX, would be contacting me as soon as possible, but that the 'turn-around time ' to fix the address with the 'vendor ' was seven days. I was adamant that XXXX contact me today ( XX/XX/XXXX ). 

This is where we currently stand.

Company response to consumer: Closed with explanation