Consumer complaint received 2024-07-10 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
Mr. Cooper Failed to timely disburse my tax payments from their escrow accounts and failed to properly conduct escrow analyses for me during my XXXX XXXX XXXX proceedings. I also sent a previous complaint through consumer financial and they closed it stating they did not know me as a client false information. They also submitted false information to the attorney for court that a payment I made in XX/XX/XXXX was returned by bank and there is no evidence because that did not occur. 
I am in an active bankruptcy. Because of this, Mr. Cooper, my mortgage company, blocks the use of their website. Consequently, I cant obtain the complaint form, so I have to send emails. Mr Cooper has requested a court hearing that they be removed from the bankruptcy to proceed with foreclosure due to nonpayment which is false. They are asking for money that is not actually owed to them and stalling to fix the issue before the court date. Ive continually asked them to check their information make sure it is correct and inform their attorney so this action can be stopped. They have failed to provide a resolution other than they did an escrow analysis and they finally updated the monthly payment amount as I stated at the beginning of the year was wrong, but they made it effective XX/XX/XXXX which is incorrect still. I actually paid correctly but Mr. Cooper has included property tax payments on the mortgage bills that should not be because the property tax amount for XXXX is {XXXX, due to a veteran being XXXX XXXX XXXX XXXX XXXX XXXX Illinois. I provided them with a copy of the XXXX XXXX  rating. I also called in advance of the XXXX bills starting. The tax amount for XXXX charged by Mr. Cooper was also incorrect due to a partial year adjustment and the overpayment has not been credited to my account as of yet. Emails about this issue was sent on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have also called over 10 times to explain request additional assistance and to actually be able to explain the issue since they have failed to provide a resolution as if they are not understanding the request that was clearly stated. I provided Mr. Cooper with XXXX payment details asked them to total the 12 month amount for XXXX and advise what they should have charged based off what I actually paid because they initially was charging the higher tax amount for the first few months and adjusted in XXXX but didnt take into account that I had already overpaid the escrow for months. I called multiple times also and spoke to representatives who said I could not talk to the research incoming dept, the tax dept, or an escalations dept. They always provide a message that I need to go to county for overpayment but the issue isnt that the county was overpaid its that I paid more to escrow for the property tax that was charged in the beginning of the year but they paid a lesser amount to the county and did not adjust my mortgage account. I sent them an email stating I have still not received a resolution and they keep closing the cases trying to force us to court with misinformation that I am behind in payments due to this property tax that I dont actually owe and technically I am overpaid. This forces me to have to send a new email and them to use a new effective date for my request versus using the original email dates. I have to start over every time for the same issue. A few of the Original email messages sent below My email should be forwarded to the Tax dept as well as the research dept. Please work together to address and fix the account. Per speaking with XXXX today on the customer service line, I understand you have now just updated the loan amount to reflect {$1300.00} monthly based off finally updating the property taxes correctly. Which means you have all the documentation that is needed for the review I am about to request. What I am inquiring about is for XXXX billing amounts has the {$1300.00} amount been retroactive back to the XX/XX/XXXX date as the {$0.00} tax amount is effective as of XX/XX/XXXX. This needs to be addressed immediately as Mr. Cooper believes that I am in default as of XXXX but the amounts due from XXXX should be {$5500.00} of which my payments to date total {$5600.00} and that is without the {$790.00} that I overpaid in XXXX. When you look into the XXXX amount my {$790.00} would make my total paid {$6400.00}. Please research and adjust the account. As we are due in court XX/XX/XXXX and I would like the judge to have all the details correct from MR. Cooper. Secondly for the XXXX Mr Cooper Bills if P & I is XXXX monthly for a yearly amount of XXXX, the property tax was {$4500.00}, and the homeowners insurance payment was XXXX. That would mean MR Cooper for the year of XXXX should have been paid {$21000.00} and based off the payments I made for XXXX bills, ( which was also confirmed by the balance sheet that was sent from Mr. Cooper to the bankruptcy attorney ), I paid {$21000.00} which would result in an overpayment of {$790.00} that has yet to be applied to my account as a credit for my XXXX payments which I was advised by a representative would be since I am not allowed to talk to the dept directly. Please research and provide a resolution. Again court is on XX/XX/XXXX and I have been sending these emails seeking a resolution for quite some time. I have not received an update or a resolution to the issue of the overpayment for the year XXXX. We overpaid to Mr. Cooper for the mortgage bills dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, the payment amount was finally adjusted on the XX/XX/XXXX bill but the amount overpaid from us to Mr Cooper was never reimbursed to the account. In addition for the months of XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the property tax is {$0.00} and Mr. Cooper advised they have updated their system with this information going forward but it seems you have not retroactively entered the amounts to reflect the proper dates which is the reason the Mr. Cooper attorney believes there is missing payments when we are actually paid up to date. The property tax exemption is effective as of XX/XX/XXXX not XX/XX/XXXX. I spoke to XXXX today at the call center at XXXX who apologized and stated the information has been updated but the retroactive dates have not been entered properly. She submitted another request for the dates to be corrected again. Please correct the misinformation and advise the attorney for a swift resolution. After Mr. Cooper replied that they updated the payment amount effective XX/XX/XXXX and no refund is due from county which I never said it was I sent this email and also recopied original again. This is not the resolution please read the entire email and address the situation or call me if you need it to be explained. I understand you updated the payment amount based on the tax bill to XXXX so the mortgage amount has been adjusted to XXXX. However, the effective date is incorrect. An effective date on the county tax property bill is XX/XX/XXXX. That is the date the taxes became {$0.00}. Also on my XXXX billing statements the effective date of the tax change caused an overpayment. The date XX/XX/XXXX was used for the mortgage amount change it should have been added as XX/XX/XXXX because the property tax amount is effective as of XX/XX/XXXX for that bill. At this point the overpaid amount is over {$50.00} and also over two months of escrow payments I did not receive a check and the overpaid amount has not been applied to my account. I would like someone to reevaluate all of my billing amounts as now this is starting to appear as a regular accounting practice error that may have been in place for years and not looked at properly by your department. The original email is attached again also for reference. It asks in that email for retroactive dates for the county tax effective date. Please address the proper issues. 

Additional emails sent since previous complaint in XXXX and XXXX. 
Can you please confirm the amounts and if the information is correct and documented correctly. I am having a payment issue and believe the payments have not been applied properly. They may be being mixed in with pre petition amounts. 

Year XXXX Post petition Amount billed by Mr. Cooper : XXXX AXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX would total more than the P & I plus the escrow amount. If the tax amount has been adjusted to 100 % XXXX at {$0.00} property tax and you have not and will not pay out anything to the county why is it still being charged on my statements because I was asked to pay {$1700.00} and my payment for XXXX for the correct amount the customer service said I would owe of XXXX is being held in suspense and not applied to the account. 

Is it possible for me to talk to someone in the appropriate dept since the billing is not adding up? I continue to get a resolution that an overpayment has not been made. But based off the yearly calculations I am continuing to be overcharged monthly and my payments are being held in suspense improperly. I do not believe a whole overall picture is being looked at. I have continued to try and get this resolved since XXXX to no avail. Is it possible to have one person at the company who is able to communicate to multiple depts and myself so I can understand better why I continue to get the same resolution when I clearly believe and have provided calculations of why the resolution is not satisfactory. I would like a call from someone at Mr. Cooper to go over the resolution and understand where my dispute comes from. I was under the impression my payments to Mr. Cooper are post petition amounts. XXXX XXXX XX/XX/XXXX. I do not understand why it shows I am owing for XXXX. For XXXX mortgage resolution states no overpayment from county. I understand there should not be an overpayment from county I am saying I paid Mr. Cooper more taxes into the escrow because I was originally being charged XXXX for months before the amount was adjusted to XXXX but that mortgage change amount did not account for what I had already overpaid for the months before the change. Mr. Cooper has the extra money because they did not disburse all that was paid to county they only disbursed what was billed by the county. 

This is not the same request this is a new request asking for clarification on amounts I was actually billed for vs amount you actually disbursed from the escrow for the post petition amounts that were due. 

For XXXX billing period can I have the amount of escrow paid by me for that bill period and the amount that was actually disbursed from that paid amount? Was the escrow amount charged for the year an equal amount to the amount that was disbursed to the county for taxes and property insurance for the year of billing? 

For XXXX Escrow amount can you advise the total amount you billed for vs what you have paid out to the county for taxes and the property hazard insurance for the XXXX billing period? 


I just need the amounts not the big spreadsheet. Example : for XXXX the escrow amount that was charged per your billing statements {$7600.00} which included {$4500.00} that was disbursed XXXX XXXX property tax and XXXX for property hazard insurance. For XXXX your escrow payments made totaled {$8400.00}. The additional {$790.00} went to? If I can have just the escrow amounts vs disbursements as the spreadsheet nor the escrow statement itself is giving a yearly view based on the full calendar year? And seeing as all but 1 month of XXXX is pre petition I would think it would be available.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation