Consumer complaint received 2019-02-20
Company: Mr. Cooper Group Inc.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/2019, I spoke with XXXX in the escrow department because I received a letter stating I had a shortage of {$1500.00} in my escrow ( and I know my taxes went up ), and the escrow review statement numbers did not display this shortage accurately, so I questioned the amount. XXXX also could not make sense of the numbers so she said she would request a new escrow review. I never heard back from her and received my XX/XX/2019 mortgage bill which showed my monthly payment to be much higher but I wanted to pay off the shortage once they could explain the numbers to me and keep my monthly bill down. On XX/XX/2019, I spoke with XXXX who informed me that XXXX messed up and never sent for an Escrow review and she too could not explain the math on the original escrow review, at that time, I decided to just pay off my escrow and cancel it with the intent to pay my town taxes directly to my town. XXXX asked for my bank account and routing number and processed my payment of {$2300.00} to close my escrow and informed me my XX/XX/2019 bill is now {$980.00}, which I paid on XX/XX/2019. Today, I receive a letter from Mr. Cooper, ( enclosed ), telling me I was short {$940.00} on my XXXX payment. I explained the above and asked to talk with a supervisor. They transferred me to XXXX, and I am glad the call was recorded. She was not very understanding of my issue, but I explained, the escrow is in the process of being closed and XXXX told me I could just pay the mortgage portion of my XX/XX/2019. XXXX said she could see my escrow was paid in full on XX/XX/XXXX but the process to close my escrow did not begin until XX/XX/2019 - why the 8 day delay? I did not get an answer to this, instead she informed me that I have to pay the full XX/XX/2019 bill of {$1900.00}, ( taxes, mortgage and interest ), which I told her the escrow portion was already paid and XXXX told me on XX/XX/2019, that was not required to pay as the escrow since I just payed it in full. At that time, XXXX said, it does not matter that it is being closed, you need to pay the monthly bill in full until the escrow closing is completed. Then she proceeded to tell me, it won't be closed until after the XX/XX/2019 bill, so I will also need to pay another $ {$940.00} in XXXX as well. That is a total of $ {$1800.00} for both XXXX and XXXX escrow after I already paid it in full on XX/XX/2019. She then told me I will have to wait an additional 10 days to receive my reimbursement of {$1800.00}. She could not help with this as this is the way Mr. Cooper did business. She was very cold and not very sensitive to the fact that I was told to just pay my mortgage portion of my XX/XX/2019 bill, which is what I did. She just said the person who told me that misinformed me. Why am I being asked to pay 2 months of escrow after I paid it in full? She told me if it isnt paid by the end of XXXX, this would affect my credit. I have excellent credit and do not want that to happen, so I am forced to pay {$940.00} today, and will have to wait over a month to be reimbursed. But come XX/XX/2019 I will again have to pay another {$940.00} and then wait 8 days+30days+10 days to only be reimbursed for both XXXX and XXXX escrow payment. This does not see fair - so I am turning to you for help. I am hoping you can help me get this resolved as paying {$2300.00} to close my escrow, ( which I agree with ), but to then be told I have to keep paying my escrow on my XXXX and XXXX bill because it takes that long to close my escrow and then I have to wait 10 days to receive my {$1800.00} reimbursement, puts me in a tough financial situation. Thanks for your assistance with this.

Company response to consumer: Closed with explanation