Consumer complaint received 2018-12-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
I got behind on my property taxes in XXXX. In XXXX my mortgage company sent me a letter stating i was behind. I called them to let them know that I would be paying the taxes by the XX/XX/XXXX, when my annuity came in. I asked if that would be a problem. The customer service agent checked with his supervisor, and told me that as long as the taxes was paid by XX/XX/XXXX that it would not be a problem. In the middle of XXXX i got a second letter from my mortgage company stating the same thing about being late on my taxes. I called again to make sure everything was still ok as long as I paid the taxes by the XX/XX/XXXX. The customer service agent checked my account read the notes from my previous call after checking with his supervisor, told me that everything was fine and as long as I paid the taxes by the XX/XX/XXXX there would not be a problem, that my account was noted. I told him i just wanted to make sure everything was still ok. He said the letter was computer generated and just make sure i paid them by the XX/XX/XXXX. I assured him it would be done.I received my annuity on the XX/XX/XXXX XX/XX/XXXXand made two checks out one for my real estate taxes and one for my personal property taxes. A friend of mine was on her way to my county assessor office after the XX/XX/XXXXto drop the checks off, i checked my mail right after she left, and had a paid receipt from my assessor office for my real estate taxes, that showed my mortgage company had paid real estate taxes on XX/XX/XXXX. I was not sure what was going on. I contacted my mortgage company after checking my Statement that showed my payment had when from {$360.00} to {$510.00} and that i now had a escrow account that was {$420.00} in the negative. I told them that I would send them the money for the taxes, i asked why they paid them just a few days before i was to pay them. I said I called and spoke with the two customer service agent and had been told as long as the taxes were paid by XX/XX/XXXX everything was fine. I again told them i would sent the money for the taxes so my payment would go back to the original amount. I told them that i am XXXX and can not afford the extra amount on my payment. I was told that if i paid over {$1000.00} my payment would be droped to around {$420.00} a month. They would not take the amount of the taxes. They would not work with me at all. Finally earlier this month i spoke with a supervisor and was told to send in the amount of the taxes and XXXX  my escrow account out and he would start to get the escrow account taken off. I thought I was finally getting some where in working this out. Well i made a deposit into the escrow account for the amount of the taxes. I checked my account the next morning. What i found was that they did not put all the deposit into the escrow account, they put {$360.00} toward interest and the rest in escrow. After hours on the phone they did finally reversed the money and put it back in the escrow. I was giving a Dedicated Loan specialist. Trying to work this out i spoke with her on the XX/XX/XXXX of this month and told her that i would pay my taxes for this year XXXX and would sent the three payments i am behind.since they wanted the escrow account on my mortgage and i did not. I gave on my end agreed to increase my payment by a little over {$28.00} per month. This would put the minimum amount balance for the escrow and they could start paying the taxes in XXXX with the escrow account and i would pay them for this year. It worked for everyone or so i though. Well they sent payment for my taxes this year. And jacked my payment up again. I when in and paid my taxes for this year because the county clerk had not processed their payment yet. I had the county clerk send my mortgage company money back. I called my mortgage company and asked why they did this and not stick with the agreement we had made the day before. I got nowhere. I ask to speak with a supervisor was told he was in a meeting and he would call me. I have still yet to get that call. I have tried to make my payments and can not plus the amounts seen to change hourly. I have tried every way I know to work this out.i can only afford so much per month.This company has bought my mortgage from the my original mortgage company, i have never been late on my payment since XXXX when i refinanced until now. I am trying to get my payments back on track but i think the mortgage company wants to foreclose because i don't owe but a little over 21,000 dollars on my place and its worth a lot more then that. Please help me get my payment back where i can afford it. Thank you for any help you can give me.

Company response to consumer: Closed with explanation