Consumer complaint received 2019-01-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MD

Complaint narrative:
To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX Date : XX/XX/XXXX My mortgage was previously serviced by XXXX XXXX. My loan was sold to Nationstar Mortgage in XX/XX/XXXX.  This is an official complaint against Mr. Cooper ( formerly known as Nationstar Mortgage ). 

As a resident of XXXX XXXX County, Maryland, I applied for the annual property tax afforded to those of certain income brackets in the county. Every year, since I purchased my home in XXXX, I have applied for the Homeowners Property Tax Credit and it has been granted. Homeowner 's Property Tax Credit is for homeowners who qualify on the basis of household income. I meet the criteria. 

Since Mr. Cooper started serving my loan in XX/XX/XXXX, they have refused to acknowledge the awarded Homeowners Property Tax Credit tax credit. XXXX XXXX County awards the Homeowners Tax Credit and then reissues the tax bill after the tax credit has been applied. When the Homeowners Property Tax Credit is awarded, I have send a copy of my adjusted tax bill (  received from XXXX XXXX XXXXounty, Department of Assessments and  Taxation ). The adjusted tax bill provides a line item for the property tax credit. The purposed of the Homeowners Property Tax Credit is to reduce the property taxes of residents by income. What is the purpose of getting the tax reduction if the mortgage company refuses to apply it to my Escrow Account. Each time I call Mr.  Cooper, I am told that my taxes went up so thats why I dont see the Homeowners Property Tax Credit on my Escrow Analysis or they instruct me to apply for the Homeowners Property Tax Credit. The Escrow Analysis from Mr. Cooper will show payment for the County Tax, Homeowners ( Hazard SFR ) but never the Homeowners Property Tax Credit. The credit could be as high as {$1500.00} so where is the money being applied? Where is the money? For the record I also receive an annual Homestead Tax Credit ( which I apply for each year ), but it has NOTHING to do with the Homeowners Property Tax Credit.

Because of the lack of competence by Mr. Cooper regarding this matter, my mortgage keeps increasing because Mr. Coopers analysis shows a consistent short fall in my Escrow Account and that should not be. I have asked for a full audit and have yet to receive one. It is my right as a consumer to ask for an receive a full audit of my Account and my Escrow Account. 

I am XXXX and on fixed income. I have enough against me as it is without Mr. Cooper stealing from me. I can not afford to have my mortgage going up and down like a roller coaster. This level of incompetence is unacceptable on so many levels. I am requesting the Consumer Financial Protection Bureau conduct a full investigation to determine where Mr. Cooper has failed me and that determine restitution due me. I have reviewed other complaints against Mr. Cooper filed on your site and they should not be allowed to continue to take advantage of consumers as they have in the past. I implore you to do something. I thank you for any assistance to could give me. 

XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation