Consumer complaint received 2021-02-11
Company: Mr. Cooper Group Inc.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX received letter from XXXXXXXX treasury  stating I had a late payment due of XXXX from my bi annual XX/XX/2020 taxes. I, in turn paid this .Then received notification from Mr. Cooper ( my lender ) stating that they had paid my ( late payment as well and would need verification to substantiate that i have been paying my bi annual taxes ). Sent E mail - and faxed copies of Check stubs to Mr. Cooper for 4 years as well as the check for my late payment to confirm that i have paid my taxes bi annual / on time / for my whole loan. Mr. Cooper then sent statement stating that because I had not paid taxes? - this had been confirmed that I had never paid late until XXXX - they would be holding XXXX in Escrow until it was paid. I then find out that it was being held because they did not receive reimbursement back from XXXX XXXX so i had to call and make this happen. A manager at XXXX County ( XXXX at XXXX ) finally reimbursed Mr. Cooper on XXXX according to XXXX XXXX ( rep at Mr. Cooper ) Still have not removed any of the money from my Escrow. In XXXX - i wrote a check for my property tax again and later CX this as Mr. Cooper again paid my taxes when we had discussed and shown proof that i had been paying my taxes bi annual since i have been with Mr. Cooper for the whole time of my loan. Now well into 40 calls - i was then told to CX my check for my property tax and pay Mr. Cooper to reimburse them for again paying my taxes which i did not ever ask for them to do. Because the money is still in Escrow - my home mortgage payments increased by XXXX dollars per month. When i went to pay this bill in XXXX - representative XXXX XXXX told me only to pay XXXX my normal amount. I was later told by XXXX and manager XXXX XXXX XXXX that i would have to pay the extra XXXX when XXXX told me i did not have to as Escrow still had not been removed. I paid both tax $ and the extra XXXX for mortgage on XXXX and XXXX confirm received. Still holding money in Escrow- i have called now since this started in XX/XX/XXXX- 56 times between XXXX county and Mr. Cooper and they still are holding the money in Escrow and have not reimbursed me the XXXX. XXXX that i had to pay as they continued to pay my taxes when we have discussed and proven that i pay my taxes bi annual. 
i have not been told to make my XXXX payment as they HOPE that the money will be moved out of Escrow and my payment will be back to its normal XXXX. XXXX states that he will confirm tomorrow but each time that I have talked with the manager- he has had no follow up or correction of this issue which is clearly do to Mr. Cooper incompetence. I am attempting to list my house to see and still can not get any conclusion and reimbursement from this issue. Mr. cooper still needs to move money from my escrow that is still being held and i need to be reimbursed XXXX I have no problem being patient but this has been 4 months of continued poor management and no follow through with Mr. Cooper. I am disgusted and do not have time or money to wait for any longer for reimbursement for there continued errors.

Company response to consumer: Closed with explanation