Consumer complaint received 2022-05-05
Company: Mr. Cooper Group Inc.
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
NationStar dba Mr. Cooper is our loan servicing company. They have now rebalanced our escrow amount twice in the last few months ( XXXX and then again in XXXX ). 
Given how many marketing and spam letters in the mail and phone calls I receive from them, I missed the official communication from them that the amount due had changed starting XX/XX/XXXX. I sent the incorrect payment in for two months in a row ( XXXX and XXXX ). On XX/XX/XXXX, I realized the problem and went online to their website to fix the issue. I submitted a payment for {$210.00} which was the balance due on the account and received a confirmation email ( including confirmation number XXXX ) from Mr. Cooper stating they received my payment and it would be posted to my account within 48 hours. On XX/XX/XXXX, I received another email saying the payment had been posted to my account. 
On XX/XX/XXXX, when I was logged into the website that the escrow balance was readjusted AGAIN. Between the 2 adjustments, our escrow payment increased {$260.00} a month for a total annual increase of {$3100.00}. The first escrow rebalance sheet sited a shortage of {$820.00}. Adding that to the increase in property taxes ( {$78.00} ) and the increase in homeowner 's insurance ( {$830.00} ), the total ( {$1700.00} ) is FAR less than the annual increase of {$3100.00} that they are now collecting. I called into their customer service to inquire why it was adjusted and why for so much. The associate could not answer questions and could not locate the payment I had sent for {$210.00}. He told me to wait a little longer for the payment to post and call back again. 

In early XXXX I called again and talked to a lady customer service agent. The payment for {$210.00} still had not posted. She started a 'lost payment inquiry ' and told me it would take 5-7 business days to resolve. I again asked if she could request a recalculation of our escrow as the amount it increased seemed unreasonable and too high. She kept just explaining how an escrow payment was calculated ( which I understand and can see on their documents ) however refused my requests for the escrow to be recalculated. 

In XXXX I called again. We are trying to refinance another mortgage ( not this one ) and there are 2 negative marks on our Credit Report. Both from Mr. Cooper for delinquent payments. The missing payment is still not posted to my account and the associate again initiated a 'lost payment inquiry '. She also put in a request for a manual recalculation of the escrow account ( off-schedule ). She promised that I would have both in 5-7 business days. For the Credit Report, she told me to send an email to a certain email address with the details of my credit report inquiry for the delinquincies and provide all the above information regarding the two payments I did make those months and the lost payment that I made on XX/XX/XXXX to pay the balance due on the account. She said I should hear back from that Research group within 5- 7 business days.

I have not heard back or seen any payment posted or escrow recalculation for the first two requests and it has been several weeks now. I did receive a message that they received my Credit Report inquiry but, by law, they were allowed 30 days to respond. So that is also not resolved and now the refinance of my other mortgage is unable to move forward. 
I am frustrated and upset at the lack of ability for Mr. Cooper to track and find payments made. For their recalculation of Escrow accounts that can be done quickly when it is to their benefit, however can not seem to be completed otherwise.

I am extremely angry that we have lost a good rate and a good loan because our credit report has 2 negative marks from Mr. Cooper 's negligence. We have always had perfect credit.

Company response to consumer: Closed with explanation