Consumer complaint received 2025-09-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
Full Escrow Dispute Report ( Corrected ) To : Mr. Cooper Mortgage XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX CC : Federal Trade Commission ( FTC ) Subject : Escrow Dispute & Inaccurate Account Reporting Loan # XXXX | Case # XXXX Dear Mr. Cooper, I am disputing your escrow analysis and account handling as outlined in your letter dated XX/XX/XXXX, regarding Research Reference Case # XXXX. Your response is incomplete, lacks transparency, and conflicts directly with my Mortgage Loan Statement and actual payment history. 

Account Overview ( From My Loan Statement ) Loan Number : XXXX Property Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Interest Rate : XXXX  % Principal Balance : {$150000.00} ( does not represent payoff ) Escrow Balance : {$1500.00} ( as of XX/XX/XXXX statement ) Regular Monthly Payment Due ( XX/XX/XXXX ) : {$1100.00} Late Fee ( after XX/XX/XXXX ) : {$27.00} Past Payments Breakdown ( since XX/XX/XXXX ) : Category Paid Since XX/XX/XXXX Paid Year-to-Date Principal {$370.00} {$3400.00} Interest {$340.00} {$3100.00} Escrow ( Taxes & Insurance ) {$1600.00} {$5500.00} Optional Insurance {$0.00} {$0.00} Fees & Charges {$0.00} {$0.00} Lender Paid Expenses {$0.00} {$0.00} Partial Payment ( Unapplied ) {$0.00} {$0.00} Total {$2400.00} {$12000.00} Transaction Activity ( XX/XX/XXXX XX/XX/XXXX ) Date Description Total Principal Interest Escrow Other XX/XX/XXXX Payment-Escrow {$600.00} {$600.00} XX/XX/XXXX Principal Payment {$40.00} {$40.00} XX/XX/XXXX Payment {$1100.00} {$330.00} {$340.00} {$470.00} XX/XX/XXXX Payment-Escrow {$600.00} {$600.00} XX/XX/XXXX Payment-Escrow {$130.00} {$130.00} Total Extra Escrow Deposits : {$1300.00} Escrow Obligations ( Per Your Records ) XXXX Breakdown Escrow Item Annual Amount Monthly Amount Next Due Date FHA Mortgage Insurance {$1100.00} {$91.00} XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX {$3000.00} {$250.00} XX/XX/XXXX Hazard Insurance XXXX {$2000.00} {$160.00} XX/XX/XXXX Total Monthly Escrow Requirement XXXX XXXX XXXX XXXX + XXXX = {$500.00} Observation : The new monthly escrow payment of {$500.00} matches the calculated requirement. 

However, my account had a positive balance of {$1500.00} plus {$1300.00} extra escrow payments, which far exceeds a single month of escrow. 

The claimed {$91.00} shortage is mathematically impossible. 

Why the Shortage Claim Is Invalid Despite my {$1300.00} in extra escrow deposits, you continue to report a {$91.00} shortage. 

Your statement that funds are applied to future disbursements is vague and does not justify reporting a shortage. 

The Mortgage Loan Statement dated XX/XX/XXXX clearly shows : Escrow balance = {$1500.00} Monthly payment due = {$1100.00} No shortage indicated anywhere. 

The increase of my escrow payment from {$470.00} {$500.00} is unjustified when all deposits and balances already cover obligations. 

Customer Service Concern Every time I have contacted your company regarding this matter, I have been met with attitude, dismissiveness, and lack of proper explanations, rather than professional, clear assistance. This is unacceptable. 

My Formal Requests I demand the following : A full escrow accounting ledger showing every deposit, disbursement, and balance calculation from XX/XX/XXXX through XX/XX/XXXX. 

Written explanation of why my {$1300.00} in extra escrow deposits was not applied against the alleged shortage.

Immediate correction of my escrow analysis to remove the false {$91.00} shortage. 

Restoration of my correct escrow payment amount, not the inflated {$500.00}. 

An updated Mortgage Loan Statement reflecting accurate escrow balances and deposits.

Written confirmation of these corrections within 30 days of receipt. 

Escalation to FTC Because this is the second inadequate response to my escrow dispute, I am copying this letter to the Federal Trade Commission ( FTC ) for review of : Escrow mismanagement False shortage claims Unfair billing practices Unprofessional customer service Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation