Consumer complaint received 2021-07-09
Company: Mr. Cooper Group Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We refinance our mortgage and it was transferred to Nationstar Mortgage d/b/a Mr. Cooper in XX/XX/2021. Real estate taxes were due XX/XX/XXXX and the company failed to pay them. We first contacted the company on XX/XX/XXXX and the matter is still not rectified. 
We have paid the XXXX taxes and penalties/interest and Mr. Cooper has not reimbursed us. The company is holding more than {$5500.00} in escrow. The next installment of taxes is due on XX/XX/XXXX but we have no confidence that Mr Cooper will pay them since the record on-line is still incorrect despite us providing the correct information on several occasions. 

Here is the sequence of problem tickets : ( Problem ticket # XXXX submitted XXXX ) Good Afternoon, our property taxes are payable every quarter and are currently in default. I called on XX/XX/XXXX and spoke with XXXX XXXX and at her request e-mailed the tax demand notice. She told me to expect that the taxes would be paid in 7-10 business days. As of today the taxes have still not been paid and we have been issued a warrant from the State for collection. This may well be impacting our credit rating and I would appreciate it being rectified immediately. Please find attached the warrant notice which outlines additional fees and interest. Thank you for your prompt attention. 
XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX PM Thank you for contacting Mr.Cooper. Since your account is escrowed, Mr. Cooper will pay your taxes in advance of the due date to ensure that your taxes are paid on time. Our records indicate that your taxes are next due on XX/XX/2021. We received your tax statement and have forwarded it to our tax department for review. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX  ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX  ( Problem ticket # XXXX submitted XXXX ) In follow-up to our conversation with XXXX yesterday we decided that since there was going to be a further delay in tax payment we would pay our outstanding taxes. We paid the taxes and additional fees/interest yesterday. Please find the original tax bill and the demand statement attached. The demand statement itemizes {$92.00} that had accrued in interest and late fees and is evidence of our payment. We would appreciate if you could add this additional information to our account so the matter can be rectified. Thanks, XXXX and XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX XX/XX/2021 at XXXX XXXX Thank you for contacting Mr. Cooper. Due to the nature of your inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow up to 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX, or call our Customer Service Department at XXXX. Theyre available Monday through Thursday XXXX XXXX to XXXX XXXX ( CT ), Friday XXXX XXXX to XXXX XXXX ( CT ) and Saturday XXXX XXXX to XXXX XXXX ( CT ). Let us know if theres anything else we can do for you. Were here to help. Sincerely, Mr. Cooper XX/XX/2021 at XXXX XXXX Dear Valued Customer : Thank you for contacting Mr. Cooper. Please reference the attached document relating to your request received on XX/XX/2021. Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click Sign In and see how easy it is to manage your mortgage online. We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at research.department@mrcooper.com or you can contact Customer Service at XXXX. Our hours of operation are Monday through Thursday from XXXX XXXX. to XXXX XXXX. ( CT ), Friday from XXXX XXXX. to XXXX XXXX. ( CT ) and Saturday from XXXX XXXX. to XXXX XXXX. ( CT ). Sincerely, Mr. Cooper Research and Response Department Terms of Use | Privacy | Licensing Information | CA, NV, SC & WA Residents Complaints | Update Profile This email is to keep you informed about your Mr. Cooper account, including service updates and other information about your account. Questions? Please dont respond to this email. Instead, just contact us. Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX. XXXX, TX XXXX NMLS : # XXXX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper. Mr. Cooper is a registered service mark of Nationstar Mortgage LLC. This email was sent by : Nationstar Mortgage XXXX d/b/a Mr. Cooper XXXX XXXX XXXX XXXX, XXXX, TX XXXX Nationstar Mortgage LLC d/b/a Mr. Cooper is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. If you are a successor in interest ( received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally. 

XXXX XX/XX/2021 at XXXX XXXX Read Only : You can no longer reply to this thread. 


( Problem ticket # XXXX submitted XXXX ) Good Evening, today it is 8 weeks since we first brought to your attention the fact that our real estate taxes due at the beginning of XXXX, had not been paid. The matter is still not rectified. Our next tax payment of {$2300.00} will become due on XX/XX/XXXX. Please find the tax bill attached. We have not been reimbursed for the XXXX taxes, penalties and interest which we paid. Please refer to tickets # XXXX and # XXXX for details. Please confirm that Mr Cooper will be able to fulfill its obligation to pay the XXXX taxes on time. XXXX and XXXX XXXX XXXX XXXX at XXXX XXXX Thank you for submitting your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX Yesterday at XXXX XXXX XXXX Only : You can no longer reply to this thread.

Company response to consumer: Closed with explanation