Consumer complaint received 2022-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NY

Complaint narrative:
My mortgage provider continues to incorrectly apply funds. They send my monthly statements but the amounts that they claim that I owe are not consistent even though I make my monthly mortgage payment for the amount that it is supposed to be. I am also paid one month ahead on my mortgage payment and because of how they apply the funds they say that I am not a month ahead, even though I am. Also i received a statement from them stating that my mortgage payment went up {$230.00} monthly and then another stating that is went up {$270.00} monthly. They say it is because I have a escrow shortage, however my taxes have not gone up almost {$3000.00}. Also they said I had a escrow shortage of {$1600.00}. I did pay the amount of {$1600.00} for their alleged escrow shortage so my monthly payment would remain the same, also I paid it because I figured that if it proves to not be truthful information then they would legally owe me that amount back, I do not feel comfortable giving them any extra funds due to the fact that nothing is ever applied correctly, but I did pay that as additional directly to my escrow account. I had called them and spoke with a woman by the name of XXXX on XXXX XXXX when I received the first statement saying I would owe a higher amount than usual and was for my XXXX payment. I had already made my XXXX payment on XX/XX/XXXX, She even got on a XXXX way conference call with my bank that I make the monthly payment from so I could prove that all of my payments were made and that I am paid XXXX month ahead. In XX/XX/XXXX they took my monthly mortgage payment and applied {$420.00} as additional principal which I never asked to have done and who knows what they did with the remainder of my payment, XXXX said that must have caused the issue so she would have a payment audit of my account done, which to date ( XX/XX/XXXX ) has not been performed. Then I have a statement stating that I owe my mortgage payment + a increase to that amount of {$270.00} monthly. and it says it is due XX/XX/XXXX, I have already made not only my XXXX payment but I also have made my XX/XX/XXXX which was withdrawn from my account on XX/XX/XXXX as well as another payment of {$1600.00} to the escrow account additionally. I called to request another escrow analysis be performed to reflect that I paid the shortage, I spoke with a woman named XXXX and then a woman named XXXX. XXXX said she will request the escrow analysis be redone, but claims even though I paid the shortage that the escrow will still be short and that my monthly payment will be at least {$110.00} additionall to my monthly payment that my escrow is actually short. {$2800.00} not {$1600.00} even though that is the amount they said it was short. Then I asked to be transferred back to XXXX because she was helping me to resolve the situation of having my monthly payment get rectified, however I was told that she is available but not responding so they took my contact info. She was supposed to call me back, she has not yet done so. She said that she had to talk to a different department at the time and they were not open yet, which is their bankruptcy dept. We did have to file bankruptcy due to ongoing problems with this mortgage provider, The bankruptcy has been discharged, however XXXX said that the XXXX payment where they only took {$420.00} and applied it to additional principal, when I actually paid my usual payment of {$1400.00}. That it occured when we were in bankruptcy even though the bankruptcy was discharged on XX/XX/XXXX. Therefore that department had to correct it. but we have not been able to get ahold of that department nor has their own representatives. Also during the bankruptcy towards the end twice our lawyer had to contact their lawyer because they said we were behind on our monthly payments, when we were actually 1 month ahead. It always came back stating that they made a error. This happened right up to the discharge and now we are dealing with this yet again.

Company response to consumer: Closed with explanation