Consumer complaint received 2021-03-24
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc. (NC)

This complaint concerns how Mr. Cooper XXXX Nationstar Mortgage, LLC ) is handling my current mortgage, specifically my Escrow Account. I refinanced my home mortgage with Mr. Cooper in XX/XX/XXXX. Previous to that, my mortgage was serviced by Nationstar Mortgage, LLC after being sold to them by XX/XX/XXXX XXXX in XXXX. 
Since I refinanced with this company in XXXX, I have had an issue with my escrow account. In XX/XX/XXXX, Mr. Cooper performed the required Escrow Analysis and my account was short over {$100.00}. In XX/XX/XXXX, Mr. Cooper performed the yearly analysis and I had over {$200.00} surplus in the account and was issued a check for amount. In XX/XX/XXXX, Mr. Cooper performed the yearly analysis and my account is short over {$300.00}. 
In early XXXX I called Mr. Cooper to express my concern about one year having a surplus and the next having a shortage. The Agent explained the Escrow regulations about having to refund any surplus over {$50.00} and that Mr. Cooper CAN legally require me to have a low balance that is never less than 2 times my monthly Escrow payment. I fully understand what an Escrow is and how the amount can change yearly based on cost of insurance and taxes. My issue is having a large shortage one year and somehow the next year having a large surplus despite having only a minimal raise in insurance and/or taxes. They are not careful with when they pay your Insurance Company or your Tax bill. My Insurance is due in XXXX, they do the Escrow analysis and will list it due in XXXX but will randomly pay it in XXXX. My taxes have to be paid by the end of the year. Again, they will list it as due in XXXX but consistently pay it in XXXX. I have questioned this every year since I refinanced my mortgage in XXXX. 
On XX/XX/XXXX I spoke with XXXX in Arizona and requested that my Escrow Account be closed. I was transferred to XXXX. I am fully aware that I will now be responsible for paying my Insurance and Taxes. The XXXX verified that based on their Escrow Removal Tool my escrow was eligible for removal but it still had to be reviewed. I should have received a confirmation within 30 days per the agent. Since XX/XX/XXXX, I have repeatedly tried to get an update on the removal of my XXXX Account and when they would refund the amount currently in the account. Every time I call I receive different information. I was told its in process then I was told the case is closed. XXXX who transferred me to XXXX who verified my information, found a case but said it was resolved. XXXX submitted another request and said that they have my case and that I qualify. On XX/XX/XXXX I spoke with XXXX in Texas who transferred me to XXXX XXXX an Escalation Team Representative ) and I was told that the previous agents had failed to complete the process completely. The Escalation Representative apologized and told me the former agents would receive proper training to prevent this from happening again. The representative went on to say she was escalating the process to highest level possible and that she would call me back that afternoon XXXX Thursday XXXX or the next day XXXX Friday XXXX. I NEVER received a call back. I sent an email to them on Saturday XX/XX/XXXX ( XXXX ) asking for a response by Monday XX/XX/XXXX and have received nothing. Mr. Cooper/Nationstar has the worst customer service I have ever experienced. It is difficult to follow up with specific agents and none of them seem to be able to follow through with solving issues.