Consumer complaint received 2024-01-10
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc. (GA)

I have a loan and escrow account with Mr. Cooper ( Nationstar Mortgage Holdings Inc ). My property taxes for XXXX were appealed. The initial municipal and county taxes were sent to Mr. Cooper. During the appeal process taxes were based on the previous year XXXX. The taxes were paid by Mr. Cooper. A few weeks later, the appeal process was finalized by the tax authorities and additional tax bills were generated. I received the finalized tax bills for XXXX on XX/XX/XXXX. One of the tax bills ( from the County ) had a due date of XXXX XXXX XXXX another tax bill from Municipality had a due date of XXXX XXXX XXXX 

I contacted Mr.Cooper on XXXX XXXX XXXX and the customer support advised me to send the tax bills to the email XXXX XXXX XXXX. Due to the time sensitivity, the email option was the fastest way, since another option would be via mail. I sent an email with a copy of my additional Tax bills on the sameday XXXX XXXX XXXX XXXX XXXX Per recommendation from the customer support, I was advised to wait 7 days before I could follow up with Mr. Cooper about the tax payment. 
I followed up with Mr.Cooper about the tax payment on XX/XX/XXXX, and I was assured that the email was received and the tax bills will be taken care of by Mr.Cooper. I also mentioned that one of the bills has a due date XX/XX/XXXX and this matter needs to be prioritized due to the time constraints. The customer support assured me that the bills would be paid on time. 
On XX/XX/XXXX, I chatted with the customer support again. I was reassured for the second time that the tax bills would be paid on time. 
On XX/XX/XXXX the payment still had not been made by Mr. Cooper and one of the tax bills was past due. I immediately contacted Mr.Cooper and escalated this case. This was my 4th time I was contacting Mr.Cooper about the tax bills. I mentioned the urgency of the matter and requested to talk to the department which is handling the escrow account tax payments. The customer support declined to transfer me to the department which is handling the tax payments explaining that this department is not designed for customercommunication, but they transferred me to a representative who handles escalations. I spoke to the representative and reiterated that one of the tax bills was past due and the tax bills would need to be paid before the penalties would start to accrue. The representative informed me that this case would be resolved by XXXX XXXX  and a case number was provided. She also provided her contact information and her name. On XXXX XXXX XXXX I contacted my County Tax Authority and the bill which was past due still has not been paid. There was a penalty assessed because the tax bill was already after the due date. After the call with the Tax Authority, I had a conversation with the same person who handles the escations at Mr Cooper. She mentioned that the payments were sent out on XX/XX/XXXX. I explained that Mr. Cooper failed to submit the payment on time and I did everything on my side to follow up. I requested that penalty which was assessed should be covered by Mr. Cooper since it was a failure and slowness on the Mr.Cooper 's side to respond to my requests on time. She refused to take the responsibility and told me that Tax Bills are the owner 's responsibility. 
I would appreciate if this matter is reviewed by CFPB for further evaluation of Mr. Cooper practices of escrow tax payment.