Consumer complaint received 2023-02-27
Company: Mr. Cooper Group Inc.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We purchased our home using a conventional 30 year loan with waived escrow obtained from XXXX XXXX XXXX that closed on XX/XX/XXXX. All taxes due on the buyer 's side and sellers side for the year and a years XXXX condo insurance policy were paid at closing. 
Our purchase price was {$290000.00} and we mortgaged {$160000.00} putting down {$130000.00} so paying mortgage insurance was also not required with our loan to value. 
Our loan was transferred to MR.COOPER the same month we closed. 
Our first payment was due on XX/XX/XXXX for our principal amount, interest due and additional months principal we included. We paid to Mr. Cooper as instructed. We paid our payments for XX/XX/XXXX and XX/XX/XXXX as normal and received NO online or written communication from either Mr. Cooper nor XXXX XXXXXXXX XXXX When we got our welcome letter from Mr. Cooper for the first payment, due XX/XX/XXXX it also stated our loan required PMI, which it doesnt so we thought this was just a mistake in the letter. 
The problem came with our mortgage statement for our XX/XX/XXXX payment. An Escrow account had been added onto our loan with Mr. Cooper with a negative balance of - {$600.00} that added a payment of {$50.00} for Escrow on a no escrow loan or gave us the option of sending them a one time payment for the {$600.00}, a charge which we have NEVER been given a reason for despite asking repeatedly what the charge was for. 
Initially we thought Mr. Cooper arbitrarily decided to have us Escrow for taxes and insurance ( our mortgage terms waived escrow so that would not be allowable to change our terms ) however, when looking under the Escrow tab on their website for our loan I found a letter that said we found that your taxes or insurance had not been paid so we made a payment on your behalf. Not true, both taxes and insurance had been paid by the closing attorney on XX/XX/XXXX and we confirmed all payments with our closing attorney, insurance company and county for taxes. So no to a deposit for us to begin Escrow, and no to them making a payment on our behalf like theyve claimed ( they did not make any payments on our behalf ). 
We contacted Mr. Cooper on the phone 3 times with no response from them in over 3 weeks. Each time we have to call and we are told they will escalate the issue to management. The last call we were told that they dismissed it and determined we had to pay. They did tell us that the amount appears to be a debt that came forward from XXXX XXXXXXXX XXXX with our original loan. This should not be as our mortgage again had waived escrow, all taxes and insurance were paid from closing AND all closing fees to include {$1500.00} in loan costs from XXXX XXXX for Commitment Fee, 0.12 % points and tax service fee were paid to XXXX XXXX XXXX at closing. We owed XXXX XXXXXXXX XXXX nothing according to our loan disclosures before and signed closing docs after closing. According to our closing documents our first payment would be due XX/XX/XXXX and we made that to Mr. Cooper so it wasnt a bridge payment and our principal and interest paid as well as balance line up to our Amortization Schedule right from the beginning to present. We contacted XXXX XXXX XXXX about the issue the first time on XX/XX/XXXX and were told that a request for revision would be sent to XXXXXXXX XXXX to correct the issue. When we did not hear back from XXXX we contacted XXXXXXXX XXXX and acquisitions directly only to continually be told, they are working on it and as soon as they hear back they will get back to us. 
Neither lender can or will tell us what the added negative balance against our mortgage was actually for. Mr. Cooper insists they will not remove it as it came to them from XXXX as a negative when they acquired our loan. XXXX XXXXXXXX XXXX continues to ghost us unless we email them yet again only to be told it has been escalated and they will get back to us as soon as they know something. Sounds like {$600.00} worth of fraud. 
Perhaps Mr. Cooper has in fact purchased PMI on our loan and charged it to us via Escrow despite us having put down over 43 % of the purchase price and wont just tell us thats what they did. One way or another we need disclosure on what the amount is for/was from. If they have made us pay PMI and are not telling us it IS fraud.

Company response to consumer: Closed with explanation