Consumer complaint received 2025-11-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Nationstar XXXX Mr Cooper took escrow money to pay off remaining principal due in XX/XX/year> and closed the loan in XX/XX/year> without notifying me or gaining my consent. Nationstar then failed to both pay the property taxes due XX/XX/year> and failed to send me the escrow funds they collected for that purpose. Despite numerous attempts I still dont have my money as of today XX/XX/XXXX. 

I paid my XXXX payment as per my statement ( attached ). It was supposed to go towards principal and escrow leaving a remaining principal balance of {$660.00} due in XXXX. I had no intention of paying this principal early given my current cash situation and my credit cards charging a much higher rate than my mortgage rate. 

On XX/XX/year> I called Nationstar worried since I had not gotten an XXXX statement and was told my loan had been paid off. 

On XX/XX/year> after learning they chose to pay themselves extra I asked about the property taxes due XX/XX/XXXX. First I was falsely told that the taxes had already been paid. A financial company paying more than a week early didnt sound right to me and I asked to speak with a supervisor. The supervisor, XXXX, confirmed that property taxes were not paid and said I would get the escrow balance in XXXX along with a refund of my supposed overpayment ( I paid the amount on my XXXX statement a portion of which is supposed to go into escrow ). 

I explained that getting the property tax money in XXXX was problematic given half of the property taxes are due XX/XX/XXXX. I asked that Nationstar pay the taxes like they were supposed to. Nationstar refused. XXXX claimed they " couldn't '' pay the property taxes since the loan which I did not close was closed. 

Trying to be reasonable I then asked Nationstar to wire me the escrow funds. XXXX asked me to put my bank account information in an email. Given I dont have secure email and dont want foreign hackers to have access to my bank account, I then asked for Nationstar to overnight me a check instead of wiring. XXXX of Nationstar said on that XX/XX/XXXX call that it would take a day or XXXX to cut a check and she would call me with a tracking number. She called several times telling me she did not yet have a tracking number and then called to say checks were mailed, regular mail, for the escrow balance and what Nationstar is calling an overpayment. 

On XX/XX/year> I got a check for {$240.00} which is LESS than the amount of the supposed overpayment. Applying my entire payment to principal like they did left an extra {$280.00} not {$240.00}. Needing every cent since I spent almost all of my available cash paying the XX/XX/XXXX taxes I promptly deposited the {$240.00} check into my bank account. 

On XX/XX/XXXX I got a loan payoff letter showing the same escrow balance shown on my XXXX statement {$4400.00} since they did not apply any of the escrow payment to escrow. 

I never got the check for {$4400.00} of escrow funds that was supposedly mailed on XX/XX/year> and still havent as of today XX/XX/XXXX. 

On XX/XX/XXXX I called and left a message for the supervisor XXXX saying that I had not gotten the {$4400.00} check. I did not get a return phone call. 

On XX/XX/XXXX I called again and was told that I would need to wait until XX/XX/XXXX before they could cancel the check that Nationstar supposedly mailed because of mail being slow despite all of the other mail from them arriving over a week before and me living in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

Desperate for money, on XX/XX/XXXX I overnighted the Nationstar legal department asking them to immediately send me the missing money and to follow up with a payment to cover my costs. In response I got a letter via regular mail now telling me that I needed to wait LONGER - until XXXX!!!! 

It seems they intentionally paid themselves the extra principal so they could earn interest on my tax money. They do not seem to care that they have left me in a precarious financial situation and seem in no hurry to correct the situation despite my pleas. Their letter telling me to wait until XXXX made sure to tell me they could still foreclose on me. I am attaching my XXXX statement, evidence the loan was closed in XXXX, a copy of the letter I overnighted to them, the tracking confirmation, and their response to my overnight that I should just wait until they feel like addressing the situation. I have evidence of my calls that I can provide if needed.

Company response to consumer: Closed with explanation