Consumer complaint received 2021-12-03
Company: Mr. Cooper Group Inc.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I closed on the refinance of my home with XXXX Bank with XXXX XXXX XXXX as the settlement closer. I wired over {$14000.00} to pay closing costs, which includes pre-payment in full of real estate taxes for the XXXX tax year, 3 -7 months pre-payment of real estate taxes homeowners insurance for the XXXX year and 3-7 months prepayment of escrows. All of these items are shown on my Closing Disclosure Statement which I signed at closing. On XX/XX/XXXX, I received confirmation from XXXX Bank that the deal funded. After closing, I received a letter dated XX/XX/XXXX, that my mortgage was transferred to XXXX XXXX on behalf of XXXX XXXX. Then I received a letter dated XX/XX/XXXX, with a " Notice of Mortgage Servicing Transfer '' from TXXXX XXXX XXXX aka XXXX based in XXXX, CT that the servicing of my mortgage loan is scheduled to be transferred to Nationstar Mortgage dba Mr. Cooper effective XX/XX/XXXX. Next, I received XXXX XXXX XXXX letter of XX/XX/XXXX, that XXXX XXXX  has purchased my mortgage loan on XX/XX/XXXX, and the mortgage servicer for my loan purchased will be Nationstar Mortgage XXXX DBA Mr. Cooper. This is the same servicer who serviced my loan for XXXX  years prior on behalf of XXXX XXXX and prior to refinancing my mortgage on XX/XX/XXXX, as well as reimbursed my escrow for real estate taxes after paying the XXXX XXXX real estate taxes at closing. I paid my first mortgage payment due on the new mortgage by XX/XX/XXXX to Mr. Cooper. On XX/XX/XXXX, I paid the XX/XX/XXXX mortgage payment to Mr. Cooper. I noticed when making this payment I had a negative escrow balance of {$300000.00} that had a prior negative escrow balance of {$4200.00}. A portion of my mortgage payment {$600.00} went towards my escrow each month. I also noticed that I was not credited from closing the 3 months of prepaid escrowed. Monies that should have been credited to my escrow when I paid my monthly mortgage was paying a negative balance that I did not know what it was for. On that same day after making my XX/XX/XXXX payment, I called Mr. Cooper 's customer service regarding an error in my escrow balance and asked why there was a negative escrow balance when it should be a positive balance going forward after closing. The response I received was that it was a mortgage expense without giving any specifics and to call XXXX MXXXX. I called XXXX XXXX who reviewed my Closing Disclosure Statement and noticed the error and escalated to upper management. I also reviewed a statement I received in the mail from XXXX and noticed that there was a negative {$4200.00} prior to them transferring the servicing of the loan to Mr. Cooper. I also called XXXX and later received a returned call and was told that they paid the XXXX real estate taxes and I had to reimburse them for the payment. XXXX 's Statement also indicates their affilation as a sub-servicer with XXXX XXXX or XXXX. I informed them that I already paid the real estate taxes in full at closing and why they were paying it and not conducting their due diligence. Again they stated and I need to pay them back. Again on that same day I called the XXXX, PA XXXX Collector to verify that they received my payment from closing towards the XXXX real estate taxes ( school ) and she received XXXX payment XXXX The tax collector returned my call and informed me that she received my real estate tax payment after closing in XXXX and on XX/XX/XXXX, she received a payment from XXXX through XXXX and returned the payment on XX/XX/XXXX. I informed XXXX XXXX in writing and by phone. They stated that my escrow account will be corrected to reflect all payments made at closing and mortgage payments currently being made. Despite that nothing has been done. My final correspondence with XXXX XXXX  was on XX/XX/XXXX when I told them that it was unacceptable that I have to wait for XXXX to get reimbursed before they correct my escrow balance meaning I have to double pay for real estate taxes and it was not my fault what this mortgage servicer done and I am being forced to pay through Mr. Cooper. Around XXXX pm on XX/XX/XXXX, I received two unsolicited emails from XXXX Bank and Mr. Cooper. The email from XXXX Bank stated titled " Thank you for Contacting XXXX Bank '' and further stated that they escalated the matter to their executive management. The email from Mr. Cooper had an embedded secure message which I did not open since my computer flagged it as potential malware. 
Overall, I have not been credited in my escrow account since closing the 3-7 months of prepayments shown on my Closing Disclosure Statement towards my escrow for real estate taxes, and homeowners insurance and not credited a portion ( {$600.00} each month ) of mortgage payments paid for XXXX, XXXX and XX/XX/XXXX and I am being forced to pay TWICE for real estate taxes for the XXXX and XXXX school tax year which amounts to over {$8000.00}. I continue to have a negative escrow balance when I pay my mortgage with Mr. Cooper and as recent as my XX/XX/XXXX payment was made I was notified that I should pay the remaining negative balance in my escrow account. Therefore, what is happening is that I will be forced into a potential foreclosure situation if I don't pay the negative balance which I do not owe to XXXX. The monies I paid 3-7months in advance for my escrow and {$600.00} paid for the months XXXX, XXXX, and XXXX, and the extra payment of a full year of real estate taxes already paid are illegally going into someone's pocket in violation of RESPA, Mortgage Servicing Laws, Fair Housing, Discrimination laws, etc. I want reimbursement all my monies taken plus damages due to these violations which has left me stressed and frustrated. I continued to be damaged monthly by monies being taken each time I make a mortgage payment and further requested to replenish monies in escrow when my escrow account at Mr. Cooper should be accruing a positive balance each month since closing.

Company response to consumer: Closed with explanation