Consumer complaint received 2019-07-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My issue is three-fold with my mortgage company, Mr. Cooper. 

Issue No. 1- Refusing to update their online system to reflect my new payment amount of {$4000.00} becoming effective on XX/XX/XXXX. The company has consistently been showing a payment amount of {$4000.00} in a small box to the right-hand side of the home page when I sign on to my account. Reps from Mr. Cooper have continuously stated the new payment amount for XX/XX/XXXX is {$4000.00}. 
Issue No. 2 - Mr. Cooper holding my husband and myself liable for impounding our homeowners ' insurance due to verbiage in our loan modification paperwork, a document initially entered into witXXXX XXXX XXXX  XXXX, after XXXX refused to make the payment to our insurance company and our insurance was cancelled. 
Issue No. 3- Requiring a two-month reserve in our escrow account I have advised Mr. Cooper numerous times that we will not agree to a two-month escrow reserve because XXXX XXXX XXXX did not honor their own documentation in writing on our loan modification documents. XXXX XXXX XXXX failed to pay our homeowners ' insurance payment after the modification was signed by us resulting in our insurance being cancelled and us having to send in the payment directly to the insurance company. Mr. Cooper is holding my husband and myself liable to an impound account for our homeowners ' insurance which is ridiculous due to XXXX  XXXX XXXX establishing the impound account per a loan modification and then failing to comply with the agreement. 

I have been consistently been dealing with the issue of their online system not updating since my first phone call on XX/XX/XXXX, and as of today, the company still HAS NOT honored what every single escrow employee has told me to do : " PAY THE ESCROW SHORTAGE AND GIVE THE SYSTEM 24-48 HOURS TO UPDATE. '' CALL NO. XXXX XXXX, XXXX - MC Rep XXXX ID XXXX transferred me to XXXX XXXX in escrow dept. Spent almost one hour on phone ARGUING to bring my escrow account back to where it only required a one-month reserve instead of a two-month reserve AGAIN after going through this same scenario in XXXX. Per XXXX XXXX, I needed to make escrow shortage payment of {$340.00} in order to keep mortgage payment at {$4000.00} instead of {$4000.00} starting XX/XX/XXXX. 

We paid Mr. Cooper {$340.00}, conf # XXXX, on XX/XX/XXXX and wasn't advised the payment was short XXXX cents and the system wouldn't update because of the shortage until XX/XX/XXXX. XXXX XXXX advised she lowered the requirement down to a one-month reserve on XX/XX/XXXX. 

CALL NO. XXXX XXXX, XXXXMC Rep XXXX XXXX Texas XXXX ran another analysis to update payment to {$4000.00}. XXXX stated give system 24-48 hours to update and stated she would put in a note update the fee if system doesn't update. 

CALL NO. XXXX XXXX, XXXX-MC Rep XXXX at XXXX entered a code to update system again. 

CALL NO. 4-XXXX XXXX, XXXX at XXXXXXXX XXXX XXXX. MC Rep Tracy D. in escrow dept reviewed account. She didn't grasp situation. I requested to be transferred. I was transferred to MC Rep XXXX, ID # XXXX, put me on hold quite a while and then requested another update on account and stated give it 24-48 hours. 

CALL NO XXXX XXXX, XXXX at XXXX a.m.-MC Rep XXXX # XXXX put me on hold and transferred me. Call disconnected. 

CALL XXXX XXXX, XXXX at XXXXXXXX XXXX after being disconnected. MC Rep XXXX in Arizona, ext XXXX, waited on hold for him to transfer me to escalation dept. XXXX transferred call to MC Rep XXXX, ID # XXXX, in escalation division. XXXX advised that payment was XXXX cents short and that's why online system is showing {$4000.00} owed for XX/XX/XXXX. I stated that I paid the exact amount given to me by XXXX XXXX on XX/XX/XXXX. XXXX seemed confused by the issue I was having and didn't seem to read the notes on the system before picking up my call. XXXX stated to make the XXXX cent payment and the system will update in 7 business days to reflect correct amount of {$4000.00}. 

We paid {$1.00} on XX/XX/XXXX due to system not taking anything less than {$1.00}. Confirmation # XXXX. XXXX stated the system isn't updating to reflect the correct amount because of the XXXX cent shortage. I advised XXXX that after the system was updated that I never received a new updated escrow analysis. She stated one was mailed to me and that I could access it online. She stated the escrow payment should have been {$340.00} and not {$340.00}. XXXX also stated that I need to initiate a request in writing EVERY YEAR that my escrow account have only a one-month reserve until my loan is paid in full. I believe I stated that that request by her company is excessive and burdensome, especially when employees at this company can not even update a system in a timely manner or advise a customer that an employee gave an incorrect amount for a shortage payment and that their employees need to be better trained. 

CALL NO. XXXX XXXX XXXX, XXXX at XXXXXXXX XXXX. XXXX ext. XXXX wanted to transfer me to escalation dept. I stated I was done dealing with that department unless she was willing to transfer me to XXXX XXXX and/or XXXX 's superiors. I also asked for the address of Mr. Cooper 's legal division so I could put my request in writing since employees at this company DON'T HELP THEIR CUSTOMERS. XXXX refused to provide me with the address of their legal division and/or transfer the call to a management level above XXXX. I stated I would be filing a complaint with CFPB and contacting an attorney.

Company response to consumer: Closed with explanation