Consumer complaint received 2021-06-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (PA)

I received 2 documents from the City of XXXX in XXXX of XXXX, claiming that property taxes were owed for my house. I looked up my address on their website and confirmed that I had unpaid property taxes and late fees. I called the city to clarify what had happened. The previous owner had qualified for a tax exemption as a long term owner occupant, that I as a new homeowner didnt qualify for, and that it looks like XXXX ( my previous mortgage servicer ) may have paid the amount the old owner would have owed in taxes in XXXX & XXXX. On XX/XX/XXXX I emailed XXXX asking them to pay my property taxes. They said they would investigate. 

I received a notice in XXXX that XXXX was selling my mortgage to a company called Mr. Cooper. I never received a response from XXXX relating to my taxes. So, I called XXXX  customer service on XX/XX/XXXX. The customer service agent said that the issue was marked as resolved on their end. After the call on XX/XX/XXXX, I emailed XXXX again, asking them to pay my taxes and late fees. At this point there were {$300.00} in late fees. 

I never received any response from XXXX. 

My mortgage transferred to Mr. Cooper on XX/XX/XXXX. I called Mr. Cooper to notify them of the issue. The agent said there was a 7-day waiting period to setup my account, and to let them know again once my account was set up. I was told if there were any late fees, that would be billed to my previous loan servicer. 

On XX/XX/XXXX, I sent Mr. Cooper a message through their online Message Center, letting them know about my unpaid property taxes, and about the now {$390.00} in interest, penalties and other fees that had now accrued. On XX/XX/XXXX, I received a response from Mr. Cooper saying that they received my response on XX/XX/XXXX. 

On XX/XX/XXXX, Mr. Cooper paid {$3600.00} to the City of XXXX for overdue property taxes, which included late fees, when I had last checked. I did not check the balance XX/XX/XXXX, so the fees may have been higher at that point. The full amount was deducted from my escrow. 

I contacted Mr. Cooper on XX/XX/XXXX, letting them know that they had deducted the late fees out of my escrow, and requested they add the {$470.00} back to my escrow account. I received a response on XX/XX/XXXX, where they are claiming I told XXXX that I was tax exempt ( I am not, and would not make such a claim ), and that the exemption was removed for XXXX. They said It is the homeowners responsibility to notify your mortgage servicer of any adjustments made to your taxes, so that anything due can be paid prior to them becoming delinquent, as your mortgage servicer is not notified by your taxing authority of any adjustments. I notified XXXX as soon as I found out taxes were due. No adjustments were made to my taxes, it looks like XXXX never looked at the bill the city should have sent them in XXXX, and paid an amount that the previous owner might have owed. Then I notified Mr. Cooper the same day they would allow me to. 

On XX/XX/XXXX, I called Mr. Cooper, and spoke to a customer service rep. They could provide no help, but said that a supervisor would be calling me within 3 business days with more information. It is now 5 business days later, and I have not received a response.