Consumer complaint received 12/27/2017 about Mortgage (Conventional home mortgage) with NATIONSTAR MORTGAGE (MN).
Issue: Trouble during payment process

Complaint: I have had a mortgage with NationStar since XXXX, and refinanced the loan about XXXX XXXX. I have always paid my own property taxes from the very beginning, and when I refinanced I did not sign any papers allowing NationStar to collect property taxes from me monthly. 
In XXXX of this year, XXXX, NationStar.. now renamed Mr. Cooper, paid my property taxes for me. At the same time, I paid my property taxes also. I received a bill in XXXX saying I owed Mr. Cooper for the money they sent to the county to pay my property taxes. I reimbursed them the entire amount. So that means my property taxes were paid in full for the full year because I already paid them also. 
Ever since XXXX XXXX I have been billed every month for the property taxes and I have been trying to work out my getting off having to send in the property taxes to them. They claim since my mortgage is less than five years old, and that I dont have 20 % equity built up on the property that I have to escrow but when I bought the property, I put down originally 25 % or so. 
I have been paying every month what they are saying I owe them, but from XXXX to about XXXX they have been keeping ALL the money I send them in an UNAPPLIED account. My statements every month reflect this. This has caused them to report me as being late or not paying my mortgage, which has caused my credit score to drop a lot.

I am looking at buying a new home, but no one will give me a new mortgage because my credit score is so low. I have proof that I have paid everything they have asked for, which is way too much since my property taxes are already paid for the year.

Here are a couple of examples of my working with them to clear things up but it just always gets worse : 1. In XXXX they started off saying that I should just pay the amount requested, and their computers would adjust everything and then I could be taken off having to pay escrow. So I sent in the amounts requested, they took the amounts and put the money in an unapplied account and then nothing happened. Except that I get a bill the next month asking for more. 
2. In XXXX I called them and it looked like I finally reached someone who understood what was happening, and they said to send in the full amount requested, but send separate checks. On one mark it apply to principle. On the other mark on the check apply to escrow. I just received my loan statement for XXXX and it shows that they put the check that was going to principle in the partial payment - unapplied account and the other check is not shown anywhere, maybe it was put in escrow, I cant tell. 

I have literally called Mr. Cooper twice or more every month since XXXX, and whenever I call I have to start all over from the beginning explaining what is going on. They do not have dedicated account representatives and they tell me no one is available to handle this from beginning to finish. They always want to just put in a request that I be taken off escrow. 

I need help with this badly because I really need to buy another house. Id like to be taken off escrow for this mortgage and reimbursed for the extra money that is there. I want a full accounting of the money Ive sent in to them, and of course I want my credit score fixed immediately. 


Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation