Consumer complaint received 2022-05-05
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (OH)

The below is every effort I have made from XX/XX/XXXX until present XX/XX/XXXX. 
I contacted Mr. Cooper via chat on XX/XX/XXXX at XXXX and was connected to XXXX ( Arizona XXXX due to logging in to pay my mortgage and noticed that it stated that I owed money due to an escrow analysis on XX/XX/XXXX and was short {$340.00}. So I was looking to get more information regarding this and she was to send my account to be updated and corrected stating thats the escrow account will alter and update to reflect that I am not escrowed for insurance, case # XXXX. I was asking her to also mark my account so that I am not penalized for Mr. Coopers error and she disconnected the conversation. Called in spoke to XXXX who then transferred me to XXXX who I re explained everything to and was going to be reaching out as she said my account was marked as I owned a condo, which I own a single family home so she was going to send a ticket and I would receive an email within 7-15 days ref # XXXX. Also asked XXXX to mark my account so I do not get penalized or have the amount change due to this error and she said she would. I explained I would pay the amount I owed in full ( if I owed ) once this all has been resolved. Waited the allowed days, never received an email or phone call and my account online now showed my payment jumped due to not paying the escrow analysis in full which I had asked not to happen. Called on XX/XX/XXXX at XXXX spoke to XXXX who hung up on me, called back spoke to XXXX who transferred me to escalations- XXXX at XXXX XXXX  who I explained everything to informed me of the break down, re explained the situation then mentioned about the condo and not a single family home and he said nothing said I needed to speak to the insurance department then he disconnected the call instead of transferring. Called back to the insurance department, XXXX XXXX Texas ) at XXXX XXXX  she informed me on XX/XX/XXXX Mr. Cooper cancelled the condo on my account and updated it to the single family home. She was reaching out to get more information regarding why my insurance was being escrowed when I pay XXXX directly every 6 months due to being told when I got my mortgage loan I was not able to have it combined. To have the escrow analysis redone due to Mr. Coopers error, what I would owe for the escrow analysis, if anything and what my new mortgage payment ( if it even changed ) would be. XXXX stated she would call me back with an update later that day, XX/XX/XXXX but never called back. I did receive an email from XXXX XXXX XXXX XXXX XXXX XXXX who I reached out to on XX/XX/XXXX, I had sent her an email at XXXX regarding my last conversation with XXXX and was looking for an update/ information. Did not get a response so I emailed XXXX again on XX/XX/XXXX and still no response back from XXXX. On XX/XX/XXXX I submitted a ticket on Mr. Cooper along with a form to submit a formal complaint to Mr. Cooper that was emailed to XXXX with zero response and for the ticket I had submitted a basic response without resolving me issues or concerns. On XX/XX/XXXX I had sent another email to XXXX.