Consumer complaint received 2024-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: TN

Complaint narrative:
XX/XX/XXXX, Mr Cooper took over my home mortgage loan from XXXX XXXX. I called Mr. Cooper at the beginning of XXXX to ask many questions about this change and familiarize myself with this company. On XX/XX/XXXX, I had a balance of {$1300.00} in my escrow account. My taxes had already been paid in XX/XX/XXXX, before my mortgage was given to Mr. Cooper. On XXXX, I received notice from Mr. Cooper that my mortgage payment would increase to {$820.00} beginning on XX/XX/XXXX, due to a shortage in my escrow account of {$1100.00}. When I called Mr. Cooper to inquire about this 'shortage ', I was told it was because the third party that Mr. Cooper XXXX, Corelogic, lists my property as being in XXXX XXXX and that I owed XXXX XXXX XXXX as well as XXXX XXXX XXXX. I let them know again that this information was incorrect, just as I had at the beginning of XXXX when I called Mr. Cooper for the first time. The lady on the phone said I would need to send proof that my property is in XXXX XXXX and I pay XXXX XXXX taxes. On XXXX, I emailed numerous years worth of XXXX XXXX tax statements to Mr. Cooper. I was then told by Mr. Cooper phone rep, that this issue should be resolved quickly. Instead, it has continued to drag on, week by week, with no resolution and no progress toward resolution. I have continued to check on the status of this correction, XXXX calls on XX/XX/XXXX, XXXX call on XX/XX/XXXX, XXXX calls on XX/XX/XXXX, XXXX call on XX/XX/XXXX. In ever call, I have been told that there has been no progress on correcting this. In fact, I was told that the years worth of statements I had provided from the XXXX XXXX XXXX office were not sufficient proof and no one can tell me exactly why this is not proof enough, what it is that they are wanting to prove that they are wrong, or why there has not been any progress on this correction at all. In fact, Mr Cooper has continued to send me notifications about my payment increase being due the XXXXXXXX XXXX XXXXXXXX because of this erroneous information and even a step further in sending me a statement to let me know that as of XX/XX/XXXX, my mortgage payment would increase again to {$860.00} because of this erroneous information. I proceeded to email Mr Cooper another document of proof, on XX/XX/XXXX. This was an Assessor of Property record directly from XXXX XXXXXXXX XXXX XXXXXXXX XXXX, stamped by the Deputy Assessor. Mr Cooper and their third party service has made no progress in correcting an error originated on their end and have continued to notify me that I am responsible for paying for taxes to XXXX XXXX and city that I do NOT owe, not have ever owed in the 22 years of purchasing my home. At this point, my home insurance has been paid for the year as of XXXX, XXXX and my taxes has been paid for the year as of XXXX, XXXX and Mr Cooper is still trying to collect {$4000.00} from me in escrow payments toward supposed payments that are not owed now nor will ever be owed by me.

Company response to consumer: Closed with explanation