Consumer complaint received 2018-10-24
Company: Mr. Cooper Group Inc.
State: KS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Name : XXXX and XXXX XXXX Complaint against : Mr. Cooper ( Nationstar Mortgage ) Complaint regarding : Escrow payment, property tax Who is involved : XXXX and XXXX XXXX, Mr. Cooper, XXXX County Treasurers Office Complaint : 1. We bought our home in XX/XX/XXXX. It was immediately sold to Nationstar Mortgage. 
a. Upon closing of the house, the title company estimated our taxes based on the previous years taxes for the same property. This amount was deposited into the escrow. 
b. In buying our mortgage, Nationstar listed the incorrect property on our mortgage account. 
i. This inaccuracy was not determined until XX/XX/XXXX ( details below ). 

2. Due to the incorrect property listed, Nationstar both underestimated the escrow amount and under paid the county on the due property taxes in XX/XX/XXXX.

3. In XX/XX/XXXX, because the incorrect amount was paid to the property tax, our property tax became delinquent.

a. Amount paid to County : {$220.00} on XX/XX/XXXX b. Amount that was due to the County : {$2200.00} i. See supporting document XX/XX/XXXX Tax, page 7. 
c. Despite delinquency notifications sent from XXXX County to Nationstar Mortgage ( from XX/XX/XXXX to XX/XX/XXXX ), no further amount was paid or investigated by Nationstar. 

4. In XX/XX/XXXX, the county sent a delinquency notification to the Regiers. 

5. After receiving the delinquency notice, I contacted Nationstar after receiving the delinquency notice ( around XX/XX/XXXX-XX/XX/XXXX ). 
a. Nationstar called the county treasury office, where they spoke to a XXXX b. They assured me I was not delinquent and I could ignore the notice I received. 

6. On XX/XX/XXXX, the Regiers names were printed in the county newspaper as being delinquent. 

7. On XX/XX/XXXX, I notified Nationstar Mortgage of the delinquency. 
a. I completed a three-way call between Nationstar ( representative XXXX XXXX ) and the County ( XXXX XXXX ). Nationstar argued they did not owe any additional amount, the County disagreed. The call ended with Nationstar not taking any action to resolve the due amount. 
b. I later ( without Nationstar involved ) identified the property listed on my mortgage, is not the property we own. I contacted Nationstar to inform them. They directed I send an email with documentation proving this ( see attached Document provided to Nationstar email, as well as the document sent to Nationstar XX/XX/XXXX Tax ). 
c. In XX/XX/XXXX Tax, the property is clearly listed, as well as the past due amount for my property tax. 

8. I contacted the County on XX/XX/XXXX to determine whether they had received the due funds from Nationstar. XXXX XXXX confirmed Nationstar had not paid any additional amount to our delinquent taxes. 

9. On XX/XX/XXXX, Nationstar told me the property taxes had been sent to XXXX County on XX/XX/XXXX. They quoted 7-10 business days for the county to receive the funds. 

10. On XX/XX/XXXX ( past the 7-10 business days ) I contacted the County to  confirm whether the funds were received, they have not received the funds. 

11. We have never missed a mortgage ( or escrow ) payment, and have sufficient funds to cover the due taxes. 

12. We are still delinquent with the County for : a. Principal amount : {$2000.00} b. Past due interest : {$130.00} c. Advertising fee : {$16.00} The outstanding issues are that I am still past due on my XX/XX/XXXX taxes and Nationstar does not appear to be sending the amount. My current escrow account does not reflect that they have send the due amount to the County, as they stated on XX/XX/XXXX. Additionally, Nationstar not paying my property tax resulted in our name being published in the county newspaper, which is written defamation.

Company response to consumer: Closed with explanation