Consumer complaint received 2022-06-06
Company: Mr. Cooper Group Inc.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I filed a property tax assessment appeal with XXXX XXXX XXXX XXXX for my property located in XXXX, Ga on XX/XX/XXXX. I received a letter of acknowledgement of the appeal from the XXXX XXXX Board of Assessors dated XX/XX/XXXX. I received a temporary tax bill from XXXX XXXX Tax Commissioner in XX/XX/XXXX for 2 separate amounts. I paid one on XX/XX/XXXX in the amount of {$2700.00} and paid the other on XX/XX/XXXX in the amount of {$850.00}. There was a small amount left over that I was not aware of in the amount of {$23.00} and XXXX XXXX Tax Commissioner sent me a notice of Intent to Issue FIFA. My mortgage company Nationstar Mortgage, aka Mr. Cooper also sent me a notice dated XX/XX/XXXX of the delinquent amount of {$22.00}. I paid XXXX XXXX Tax Commissioner {$23.00} on XX/XX/XXXX. When the appeal process was complete, XXXX XXXX Tax Commissioner sent me the final tax bill in the total amount of {$2800.00} that was due on XX/XX/XXXX. Mr. Cooper sent me a letter dated XX/XX/XXXX stating that they had received notification from my taxing authority regarding unpaid taxes on the property. The letter went on to say " If you paid your taxes prior to the due date and believe this notice to be in error, please send proof of payment to Mr. Cooper, ATTN : Tax Department ''. I made several phone calls to Mr. Cooper in an attempt to get clarification of the situation as they viewed it because the bill I received from XXXX XXXX Tax Commissioner had a due date of XX/XX/XXXX. I also spoke to several representatives at Mr. Cooper. On XX/XX/XXXX, I was told by one Mr. Cooper representative the my account was not currently escrowed, I spoke to a different Mr. Cooper representative on XX/XX/XXXX who told me that my taxes were delinquent in the amount of {$2800.00} and had been due on XX/XX/XXXX. I was told to send in proof of paid taxes to the tax department, which I did on XXXXWhen I spoke to another representative on XX/XX/XXXX, he told me that nothing had been posted yet but Mr. Cooper had paid the {$2800.00} on XX/XX/XXXX. He also told me to send that amount to Mr. Cooper with a letter stating that it was for reimbursement for the taxes paid on my behalf. Mr. Cooper did not apply the amount as reimbursement. An escrow account was established and I'm not sure where they applied that money. I paid my normal mortgage payment amount on XX/XX/XXXX of {$1000.00} plus a {$19.00} processing fee because there was no way for me to pay it online due to the increased payment amount of the escrow account. I don't think my May payment was applied as P & I because I have gotten different answers from different representatives. Since then I have been calling Mr. Cooper and speaking to different representatives in an attempt to get this issue resolved. The last representative I spoke to on XX/XX/XXXX INSISTED that there was no error and my taxes WERE delinquent and as per their contract they have the right to set up an escrow account in order to protect their interest in spite of the supporting documentation that I sent TWICE! Once to Mr. Cooper 's tax department and then to Mr. Cooper 's research department. 
This morning I spoke to a XXXX XXXX Tax Commissioner representative who told me that they don't contact ANY mortgage company, they don't know who my mortgage company is and my taxes were not delinquent, however, there was a balance due in the amount of {$2800.00} due to the assessment and it was paid on XXXX asked the representative to provide that information to me in writing, but she told me that they don't do that.

Company response to consumer: Closed with explanation