Consumer complaint received 2024-06-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
I received a document in the mail indicating I had an additional county tax due from my house assessment. My previous mortgage company made the initial payment in XX/XX/2024. Mr Cooper acquired my loan after that payment. I called the customer service of my mortgage company, Mr Cooper, to figure out who I needed to send the document to so the taxes were paid in a reasonable timeframe. I was directed to review a webpage on my online account to send an email to that specific email address. On XX/XX/XXXX, I sent an email with the necessary information to identify what I was trying to accomplish and the document stating the amount due by the end of XXXX was {$110.00}. I did not receive an email acknowledgement so I eventually followed up on XX/XX/XXXX with an additional email. I had also received an additional statement that said {$110.00} was due if paid by the end of XXXX. After no response from either of those emails, I called customer service on XX/XX/XXXX to get some answers. The representative indicated both emails were received and payment would be forthcoming and I had nothing to worry about. I was explicit in saying I believe the {$110.00} should be the amount taken from my escrow. The representative stated they believed I was correct because it was an error on the mortgage company 's part. I got a notification on XX/XX/XXXX that {$110.00} was paid out of my escrow. I responded on XX/XX/XXXX, by creating a ticket in their message center. I detailed what issues I had and it was dismissed and closed by XX/XX/XXXX. I created a second ticket explaining they need to review it further. They reviewed it and stated the amount paid was correct and closed the ticket on XX/XX/XXXX. I reviewed my escrow account that day, and I got a notification a payment was made for my county tax of {$120.00}. After further review on my property search website, this was the exact amount due, {$110.00}, plus late fees and interest. Essentially they double paid my additional county tax. On XX/XX/XXXX I created a third ticket indicating my frustrations and urged them to review my escrow and refund the amounts in question. Within four hours of my ticket submission they promptly dismissed the ticket saying it was addressed by a representative on " XX/XX/2024 '' which had not occurred yet. They stated they had " raise [ d ] [ a ] ticket for that. '' I got notification that my monthly payment would be increasing because the escrow experienced a shortage, partially due in part to the double payment of county taxes. The payment would be going from {$1100.00} to {$1200.00} as of XXXX. Even if the payment does need to increase, it needs further review because of the issues described. I sent another email on XX/XX/XXXX to a customer service research email provided in the tickets I submitted. They did not respond. I called on XX/XX/XXXX for a last ditch effort to get resolution. After an over half an hour phone call, the representative said Mr Cooper could not refund the {$2.00} difference in tax payments. As for the double payment, the tax department was to review it. All emails, tickets, and statements have been attached for review. 

Mr Cooper is poor at communicating, hard to get in contact with human representatives, do not listen to complaints properly, and do not appear to have a process to prevent misuse of escrow funds. I feel like I have been given the runaround until I give up my efforts. I am trying to protect myself from misuse of my money and I believe they are negligent.

Company response to consumer: Closed with explanation