Consumer complaint received 2026-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: OH

Complaint narrative:
XXXX XXXX XXXX Summary of Facts and Findings Servicer Response Disputed : Facts vs. Transaction Ledger This document summarizes the dispute regarding Mr. Cooper 's ( Nationstar Mortgage LLC ) letter dated XX/XX/XXXX, which claimed : ( i ) proper application of the XX/XX/XXXX, reinstatement payment, ( ii ) no improper deferred interest, and ( iii ) no error in accounting for Loan No. XXXX ( Property : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ; Borrower : XXXX XXXX ). The following findings of fact are based exclusively on the Servicer 's own transaction ledger ( Exhibit A ) and third-party IRS reporting XXXX Servicer Claim ( Letter ) Finding from Exhibit A / IRS Data Discrepancy / Non-Reconciliation Reinstatement of {$48000.00} properly applied to cure arrears/advances. Ledger shows {$48000.00} under " Unapplied Funds '' on XX/XX/XXXX. No transparent " suspense-to-application '' roll-forward provided to verify allocation of the cure funds to principal, interest, escrow, advances, or fees. No Error occurred ; proper accounting maintained. XXXX XXXX XXXX reports {$14000.00} in escrow deposits. Escrow activity and adjustments lack a clear roll-forward showing bills paid, funds held, and resolution of surplus/shortage positions. The IRS-reported data is not supported by the presented ledger. Proper Application of funds and no improper additions occurred. Principal applied in XXXX was only {$410.00} ( per IRS reporting ) despite large reported escrow deposits. Disproportionately limited principal reduction relative to funds processed, suggesting principal suppression not reconciled by the Servicer 's explanation. Loan was in forbearance ( XX/XX/XXXX XX/XX/XXXX ) ; outstanding balance at end was {$11000.00}. XXXX shows unapplied/suspense activity during XXXX. The {$11000.00} balance is not tied to a transparent ledger computation or audit trail showing its creation, tracking, and resolution, especially alongside the claim of " no improper deferred interest. '' No specific claim, but Servicer acknowledged a suspense balance transfer. Suspense/Unapplied Funds balance of {$2600.00} was transferred at servicing transfer. Admission confirms material funds were held in unapplied status and moved in bulk at transfer, underscoring the need for a precise, auditable roll-forward. Requested Resolution Based on the discrepancies between the Servicer 's conclusions and the submitted accounting record ( Exhibit A ), the finding of " no error occurred '' is formally disputed. Action Requested : Mr. Cooper is requested to correct its servicing record so that periodic statements and account history accurately reflect the application of funds and do not continue to present unresolved suspense/escrow classifications that obscure principal reduction and escrow accounting. VIA XXXX MAIL / CFPB PORTAL ( as applicable ) Mr. Cooper ( Nationstar Mortgage LLC ) XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Response to Mr. Cooper Letter XXXX XX/XX/XXXX Loan No. XXXX | Property : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Borrower : XXXX XXXX Exhibit A Attached : Transaction Ledger ( Servicer Produced ) File

Company response to consumer: Closed with explanation