Consumer complaint received 2022-02-08
Company: Mr. Cooper Group Inc.
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my mortgage in fall XXXXMr. Cooper ended up with it as of XX/XX/XXXX. My Local Improvement District Bill was due XX/XX/XXXX for the quarter. Mr. Cooper did not pay this bill. I received a second notice for the bill in XXXX of XXXX and I called Mr. Cooper customer service. The agent assured me it was going to be paid. On XX/XX/XXXX I recieved my first delinquency bill with a {$7.00} late fee attached. I called again and was told it was being handled. On XX/XX/XXXX I still hadn't recieved an update so I called AGAIN and was directed to email XXXX a copy of the bill which now totaled {$380.00}, so I did just that. On XX/XX/XXXX I recieved a generic email back saying they needed the scan again. I sent it. On XX/XX/XXXX they sent a letter stating : " We received your inquiry on XX/XX/XXXX. Thank you for providing a copy of your delinquent Local Improvement District Bill showing an outstanding assessment of {$7900.00}, with a minimum total due of {$380.00} on XX/XX/XXXX. Typically, special assessments resulting in these types of bills are the responsibility of the homeowner. However, your request has been forwarded to our Tax Department to determine if we can disburse payment for the minimum total due. If so, the activity will reflect on the Escrow section of your online account and an escrow analysis may be completed to adjust your monthly payment. The updated Escrow Review Statement will be sent to you, detailing the current escrow balance, anticipated escrow activity, and new monthly payment amount. If for any reason your request can not be accommodated, we will follow up with you under separate cover. '' On XX/XX/XXXX I recieved another delinquent letter from this account and new one from the Office of the County Treasurer to state that I was past dude on my property taxes. This letter clearly states that {$1000.00} was due on XX/XX/XXXX. I called Mr. Cooper again and was told to email everything again. I did not receive any communication from them. I then sent a follow up On XX/XX/XXXX including two screenshots of the delinquency on both website now. 

On XX/XX/XXXX I recieved this email. Note that the " amounts paid '' are not even accurate : " Dear Valued Customer : Thank you for contacting Mr. Cooper. The were 2 tax payments paid on XX/XX/XXXX one for {$1000.00} and the other one for {$370.00}. 

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 XXXX 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 '' The Local Improvement bill website does not indicate payment. 


On XX/XX/XXXX my husband spent two hours on the phone with a customer service rep. During this call she gave his tracking numbers to prove the payments were sent. According to the tracking on the USPS website the checks were still sitting at their office in Texas. The rep had nothing to say about this. So here we are, I owe thousands to two tax offices even though I have a surplus in escrow and the county website has a foreclosure date listed for XX/XX/XXXX for the property I've lived in for 8 years without any issue. 

Another major issue is each time the claim via email that they paid this account they tell me the next installment is in XXXX. These are BOTH QUARTERLY bills. When I asked them how I'm going to make sure this doesn't happen every time they told me I'd have to continue to call. 

I should have known there would be problems with Mr. Cooper when two months into my loan with them they were sending me letters to thank me for being with their company for a year.

Company response to consumer: Closed with explanation