Consumer complaint received 2020-08-05
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (CA)

Mr.Cooper FAILS escrow obligation. Mr.C=new customer service rep w/each hour long call several times in two+months, they '' ghost '' follow up calls/emails. Mr.Cooper bought mortgage/loan # in XX/XX/2020. XX/XX/2020 the customer received a delinquency notice from their county regarding unpaid property taxes. Within minutes the first phone call of concern was made by the customer. Mr.Cooper 's first employee made all the promises in the world, escalated the concern in the company, and provided her personal email for the customer 's follow-up. The customer followed-up with an email as instructed to confirm the taxes ( and penalty ) were paid. There was NEVER a response. Many phone calls and usually several ultra " nice '' and concerned customer service reps on the hour+ calls later and the taxes continue to be unpaid as of XX/XX/2020. The primary issue is the unpaid taxes which seem a direct violation of the business duties of Mr.Cooper and the escrow account/department. The taxes were due by XX/XX/2020 A secondary concern is having so many people to have to retell the story to each time after calling and waiting on the line. Then after repeating the long exhausting process and being given " personal promises/guarantees '', the customer is never contacted again and, in fact, when provided with email addresses or personal phone lines and the customer tries to follow-up Mr.C 's employees never answered or responded. This is horrible business practice and a failure of an agreement on behalf of the mortgage/escrow company! Mr.C continues to leave the county property taxes unpaid while the customers follow up for months bearing growing stress over concerns for the impact on their home and perfect credit, scores over 800 for each married person on the account, AND monthly mortgage payments are made in-full prior to the XXXX of the month. Good customers should probably be a priority. The customer also frequently gave verbal appreciation for the kind and polite customer service people who always acted compassionate and professional on the phone. Clearly it was ALL simply just an ACT. Every customer service representative on the phone line must go through rigorous training on how to sound* concerned while they LIE about getting their own company 's FAILURES addressed. When there is a serious problem Mr.Cooper should assign a case worker to the customer so that the process may be attended to in a more professional manner. On top of the business failures and blatant disregard to customer accounts and follow-up, the months long stress has compounded into a topic of daily discord within a home that seemingly has no other concerns except a delinquent bill that is out of the customer 's control. Timeline : XX/XX/2020 Mr. Cooper buys mortgage/loan # XX/XX/2020 customer receives Delinquent Property Tax Bill XX/XX/XXXX XXXX XXXX/TX transferred customer to XXXX XXXX ( escalation dpt? ) XXXX said after the escalation it should be processed by XX/XX/XXXX. XX/XX/XXXX XXXXPST Customer emailed XXXX XXXX provided email ( XXXX ) to " check-in '' and never had a response. XX/XX/XXXX XXXX XXXX/TX transferred customer to XXXX : escrow is researching and it will take 10 business days. -customer checks account on Mr. Cooper website contantly -customer waited until next penalty would be assessed on property tax bill before next follow-up, assumed Mr. C was holding money until last moment XX/XX/XXXX ( last moment ) XXXX XXXX ( sp? ) /TX : they're working on it, it's a process XX/XX/XXXX XXXX male ( didn't get name ) got permission to run a 2nd escalation, advised customer to email the tax company/department ( XXXX ) with the delinquency tax info and advised customer to call back in 7 days. XX/XX/XXXX XXXX the customer 's email was sent detailing the mortgage account number with delinquent taxes, a pdf of the county delinquency notice was attached, relayed that Mr.C had escalated the issue twice. Customer sent a follow-up email 10 days later. Neither email had a response. XX/XX/XXXX XXXX XXXX/TX ; XXXX/escalation ignored calls 3 for days ; called on Monday XX/XX/XXXX and same lip service ... asked to relay/repeat long story, told its being looked at and personal guarantee to correct and pay. Zero has been done