Consumer complaint received 2023-02-17
Company: Mr. Cooper Group Inc.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Mr. Cooper when I checked my online portal back in XXXX of XXXX was showing I owed them as my escrow was negative. I deposited {$840.00} INTO my escrow to try and stop payments from going up. I called several times and had to spend a hours on the phone over multiple calls to determine why, and they stated a letter was mailed out stating I did not have home owners insurance, which THEY PAY OUR HOMEOWNERS POLICY FROM OUR ESCROW ACCOUNT, and I needed to submit proof, so I submitted on XX/XX/XXXX and was told they would back out the charges they had as they were saying they bought insurance on our behalf and notified us ( which I never was ) which I believe they stated was for all of XXXX. For the record they paid our insurance company on XX/XX/XXXX for our home owners policy. Then on XX/XX/XXXX did a LNDR PAID EXP DISB of XXXX but did it incorrectly and removed it from the PARTIAL PMT UNAPPLIED area of ESCROW then on XX/XX/XXXX they did a {$490.00} ESCROW ADVANCE to get our escrow account balance up to {$2600.00} and then did another ESCROW ADJUSTMENT of XXXX to bring our escrow balance down to {$0.00}. Followed up by assuming to correct their first mess up and did a CORPORATE ADVANCE ADJUST of {$2600.00} back to PARTIAL PMT UNAPPLIED balance on the same XX/XX/XXXX. After multiple calls I finally was able to determine they stated I did not have home owners insurance however I did as it is paid out of my escrow account by them. Then I had the same thing basically happen where they tried to say we owed them several thousand dollars in XXXX of XXXX I spoke to a representative XXXX which stated this should get fixed and was given TICKET # XXXX for reference. Then come in to XXXX of XXXX I receive more information we owe Mr. Cooper over {$3000.00} to bring my escrow account back to {$0.00}. I spoke to XXXX on the phone on XX/XX/XXXX and XX/XX/XXXX and was given CASE # XXXX. I got a transaction statement and started to go through it. There were 7 pages!!! of charge reversals on XX/XX/XXXX were they REVERSED ALL of my payments back to XXXX of XXXX and then reapplied them while try to again charge me {$2600.00} for a LENDER PAID EXPENSE again. What was really even worse is TRANSACTION XXXX & XXXX where they split the {$2600.00} into 2 charges to make it appear different this time when doing it so the charges were {$2600.00} + {$2.00} = {$2600.00}. I was informed by XXXX that I would receive a call back next week. It is now XX/XX/XXXX and I still have not received a call from Mr. Cooper and they are now saying my mortgage payments are going up almost {$600.00} a month. This is deceptive business practices if I've ever seen them. I did not choose Mr. Cooper my loan was sold off to them. My taxes and things out of escrow have gone up year over year but going up from {$7900.00} to {$9800.00} or a difference of XXXX does not = + {$600.00} more a month on my mortgage payment. I'm also now concerned with how often they have messed up my escrow account and doing reversals and reapplying this that they have also messed up my principal balance. Since interest in accrued daily if they did this incorrectly they essentially giving themselves more interest therefore more money. The fact their statements also do not show a negative balance on them at any time to the customer also does not make determining if something is wrong seems also shady.

Company response to consumer: Closed with explanation