Consumer complaint received 2019-08-12 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: WI

Complaint narrative:
We had worked with you on resolving a previous issue with our mortgage company Mr. Cooper regarding our property taxes which you supported us with getting resolved on XX/XX/XXXX. We thought it was fixed and were happy with the outcome. However they had already paid XX/XX/XXXX taxes on XX/XX/XXXX and XX/XX/XXXX. On these dates two payments were made to XXXX County WI out of our escrow account by our mortgage lender Mr. Cooper. This was not the schedule that we worked out but we were assured that we would not need to pay again until XX/XX/XXXX since the full year of XX/XX/XXXX had already been paid. However they again made an error when paying our property taxes by making a payment on XX/XX/XXXX of {$3000.00} which is an extra payment for XX/XX/XXXX. This amount is missing from our escrow account. 

On XX/XX/XXXX we made a phone call to Mr. Cooper customer service at approximately XXXX XXXX and talked to a representative XXXX ( last name unknown ). We explained that a payment was made form our escrow account for the amount of {$3000.00} which should not have been made. XXXX recognized the error and assured us that the escrow account would be reimbursed and receive a follow up letter within 3 to 5 business days. After 5 business days our account had not been reimbursed and we had not received a letter. 

At this point I tried to check in with XXXX County WI to see if they received a payment. Between XX/XX/XXXX and XX/XX/XXXX I contacted the Treasury department of XXXX County five separate times to check on this payment. Each time I spoke with the county they told me that they had not received a payment. I was further informed each time I spoke with the county that had they received a payment from Mr. Cooper they would have immediately returned it because a payment was not due. 

On XX/XX/XXXX I called Mr. Cooper customer service again to follow up with this matter. After speaking to a representative I was referred to an Escalation Specialist named XXXX XXXX. She informed me that the request for reimbursement had been denied. I explained to XXXX that Mr. Cooper should not have made a payment, they did anyway, they can not tell me where the money is that is missing from our escrow account, and now they are denying our request to have that money reimbursed. XXXX placed me on a 3 way call with XXXX County Treasury, XXXX and myself. The spokeswoman for XXXX County informed XXXX that they had received no payment for our property tax, nor should they have received a payment. XXXX at this point acknowledged the fault of Mr. Cooper and assured me that we will have our escrow account reimbursed and the matter resolved Wednesday XX/XX/XXXX. She also said she would call me or my wife by that date to confirm that the matter was resolved. On XX/XX/XXXX, after we discovered that our escrow account had not been reimbursed and we had not heard from XXXX we tried to follow up with her. My wife and I left XXXX 3 voicemails and 1 email in an attempt to follow up. To date I have not heard back from XXXX XXXX. 

On XX/XX/XXXX I again called Mr. Cooper customer service to follow up with this matter and asked to speak to another Escalation Specialist. This time I spoke to XXXX XXXX. I explained the situation and asked why the matter had not been resolved. She informed me that XXXX had put in a request to reimburse our escrow account and that would take 5 to 10 business days to go through. This is not what XXXX told me, but I told XXXX that I expect this matter to be resolved by the end of that time period. Currently it has been 11 business days since XXXX XXXX put in my request. My escrow account is still missing {$3000.00} which was taken out by Mr. Cooper. XXXX County WI has not received a payment from Mr. Cooper and I have not heard from XXXX XXXX, XXXX XXXX, or anyone else from Mr. Cooper.

Company response to consumer: Closed with explanation