Consumer complaint received 2024-01-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: WI

Complaint narrative:
My issue is a continuous foul up on the Mortgage company ( Mr. Cooper ) and escrow department ( XXXX ) that started XX/XX/XXXX and continues through today XX/XX/XXXX. According to my closing documents my escrow is to my property taxes annually at the end of each year. My spouse is a 100 % XXXX veteran and due to the state of Wisconsin laws they do not do a tax exemption per VA benefits, instead Wisconsin does a tax credit. This means in order for me to get my credit back, we must pay our taxes by the last business day of the calendar year. Also my municipality as well as my county, do not and can not accept electronic payments, payments must be in form of a check. Mr. Cooper as well as XXXX have been notified in writing and verbally by my self and both municipalities of this issue, yet each year it has been sent electronically! This has caused us to miss due dates and financial hardships in the past! ( XX/XX/XXXX ) then someone in the escrow department within Mr Cooper issued an escrow refund to us {$2400.00} XX/XX/XXXX for what I was told was an escrow overage and anything over {$50.00} had to be refunded and I was assured that we would have enough in escrow to cover property taxes at the end of the year, but come XX/XX/XXXX we were short in escrow exactly {$2400.00}. Our taxes were initially paid electronically XXXX but I caught it and they reversed the electronic payment and overnight payment XX/XX/XXXX in the form of a check. Due to the payment mishap we had a deficit in our escrow that Mr Cooper added to our current mortgage/escrow payment causing another deficit ( {$1200.00} ) for the XXXX tax payment which also was paid electronically XX/XX/XXXX {$5000.00} and when I tried to get them to correct it and again explain the veterans tax credit/payment due date , they lied about the payment, when it was sent, how it was sent, refused to provide my municipality or myself check numbers etc. then on XX/XX/XXXX I was told Mr. Cooper mailed a check yet again no check number amount etc is given, yet my municipality has not received payment, So to meet the due date guidelines of the last business day of XXXX being XX/XX/XXXX I just paid the full tax bill myself {$5000.00} and then XX/XX/XXXX a check # XXXX {$5000.00} was overnighted to my municipality ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ) now my current escrow account is negative {$6200.00}! Now due to-the negative balance I am being told they can not close my escrow account therefore I am still obligated to pay my P & I payment plus escrow to avoid late fees and penalties as I was told if they received an incorrect payment they would hold it. Due the incompetence, stress from the inconvenience and lack of integrity I have asked on several occasions to correct this mistake made by the mortgage company and escrow group with no action apologies or corrections! An attorney suggested I contact the CFPB as well as my senator office and my veterans office. All of which I have done and still not corrected!!

Company response to consumer: Closed with explanation