Consumer complaint received 2020-03-08
Company: Mr. Cooper Group Inc.
State: NH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
To Whom It May Concern : I am filing this complaint against Nationstar Mortgage LLC, d/b/a, Mr. Cooper Home Loans who erroneously drained my escrow account in which they service. 

Attached you will find multiple documents : 1 ). Please find a copy of my XX/XX/XXXX mortgage statement for my property located at XXXX XXXX XXXX XXXX, XXXX NH. You will note that the total amount due on this statement is {$1600.00}. This has been my normal payment. You will also note that this statement shows a negative escrow balance of {$1300.00}, in red, on the statement. 

2 ). Please find a copy of my XX/XX/XXXX mortgage statement for this same property. Please note that this statement shows a total amount due of {$2000.00}, an increase of {$440.00} from the prior month. It also shows a negative escrow balance of {$950.00} Very concerned over not only the ongoing negative escrow balance, but also the dramatic increase in my monthly payments, I pulled a copy of a XX/XX/XXXX escrow analysis that was available as part of my account documents. 

3 ). Attached please find a copy of the XX/XX/XXXX escrow analysis that Mr. Cooper conducted. On page 2 of the analysis, you will note that it indicates property insurance in the amount of {$2600.00}. On page 3 of the analysis you will note that in XX/XX/XXXX, it reflects a payment of this {$2600.00}. This is NOT the amount of my hazzard insurance. Thus, I called Mr. Cooper on XX/XX/XXXX. 

During my XX/XX/XXXX phone call, it was discovered that Mr. Cooper Home Loans paid {$2600.00} in hazzard insurance from my escrow account to XXXX XXXX. I have NEVER done business with XXXX XXXX. The Representative I spoke with, XXXX, Employee number XXXX pulled documents and it was discovered that Mr. Cooper drained my escrow account, paid XXXX XXXX those funds, and did so in error for a customer with the same last name as mine from Connecticut. 

So, let 's recap. 

A ). I do not do business with XXXX XXXX B ). Mr. Cooper paid another customer 's insurance out of my escrow account C ). Mr. Cooper drained my escrow account in the process of this error D ). Mr. Cooper then increased my monthly mortgage payment by {$440.00} as a result of THEIR error. 

The Mr. Cooper Representative I spoke with requested a corporate reimbursement to my escrow account on XX/XX/XXXX. They indicated that this was 100 % their error. She indicated that there was no way to resolve this in time for my XX/XX/XXXX mortgage payment unless we worked with escrow to spread out the negative balance and reduce my payment amount on that negative balance until the corporate reimbursement took place. 

So, Mr. Cooper adjusted my mortgage payment so that it was repaying the negative escrow over a 60 month period, albeit a temporary measure until the corporate reimbursement took place. This adjustment brought my mortgage payment down to {$1600.00}, which is {$33.00} more than my normal payment, far more manageable than a $ 400+ increase that was reflected on my XX/XX/XXXX statement. The Mr. Cooper staff I spoke with indicated that once the corporate reimbursement came in, my escrow account would show an overage and any excess in the account would be refunded to me. 

On XX/XX/XXXX I called because, checking online, the reimbursement to my escrow account had not yet taken place. I was told that it may take until Friday, XX/XX/XXXX and that a representative would call me on Monday, XX/XX/XXXX. No one called. On XX/XX/XXXX, I called again and was told that it could take until Friday, XX/XX/XXXX for the corporate reimbursement to take place. So, I called again on Friday, XX/XX/XXXX and was told that it is still not reflected as resolved. 

Mr. Cooper Home Loans has not only mismanaged my escrow account, but they have also failed miserably at correcting the mistake they have made. Note- They drained my escrow account in XX/XX/XXXX -- -8 months ago. No one internally caught this error through an audit process. XXXX XXXX indicates that they refunded the over payment on their customer 's account via cutting a check to their customer. That money is MY MONEY from MY escrow account that Mr. Cooper mismanaged and has failed to reimburse. 

This matter needs immediate intervention and oversight. I look forward to your response.

Company response to consumer: Closed with explanation