Consumer complaint received 2022-06-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: NH

Complaint narrative:
First & foremost I have paid my own tax bill since the start of my mortgage in the late XXXX 's early XXXX 's. The bank has changed hands several times. I had asked for my original documentation on where they had the right to escrow taxes but I have never received this information from them. My house XXXX  down in XXXX XXXX XXXX  and I lost everything. 
1. ) What has happened Unfortunately, Mr Cooper Morgage took advantage of a bad situation in an awful time. I have never been late on a mortgage payment and never asked for help from the bank during the pandemic. 

I notified my town that I would be late on paying by XX/XX/XXXX property taxes due to the pandemic which they stated would not be a problem. It would generate a late fee but we could work on that after they were paid. I paid my XX/XX/XXXX property tax on XX/XX/XXXX. Unfortunately, die to the ongoing pandemic by XXXX taxes were late as well, but the town notified once again and taxes were pain in full on XX/XX/XXXX with late fees paid as well. 

On XX/XX/XXXX I receive a notice from Mr Cooper that my taxed were not pain in the amount of XXXX. I notify the bank through my account and also called them that this was only a late fee and that all property taxes have been paid in full. They continued to send notices and I continued to call & they ignored it all. 

On XX/XX/XXXX another notice sent stating if I am represented by an attorney, I should send the notice to him/her. I forwarded to an attorney, who they continue to ignore and not call back or talk to him at their convenience. 

XX/XX/XXXX the bank paid by taxed for the XX/XX/XXXX property taxes due. I only knew this because when my husband brought down the tax bill to pay they told him the taxes were already paid. So, I had to request the information from the town so that I could refund the bank monies for my property taxes. What they did with the monies is still a mystery. 

The XX/XX/XXXX property taxes due I paid on XX/XX/XXXX and apparently, they paid them as well. The XXXX XXXX XXXX did refund them their monies which they have put into an escrow account. 

They also then started to return my on-time mortgage payments starting with my XX/XX/XXXX payment and also XX/XX/XXXX & XX/XX/XXXX thus so far.. This has made my husband look into the history of my loan as far as we could go back on line. 

In reviewing all of the history he believes that the bank has not allocated the principal and interest properly throughout the loan. 
- Particularly dates of XX/XX/XXXX - XX/XX/XXXX - Payment Change on XX/XX/XXXX from {$730.00} to XXXX was this due to our house XXXX down. 
- Why is principal & interest going up and down so drastically - XX/XX/XXXX What is this for? 
- XX/XX/XXXX Not sure what this is about? 
- XX/XX/XXXX What is this about as well? 
XXXX, XX/XX/XXXX, XXXX all questions XXXX XXXX XXXX XXXX seem to be normal XXXX XXXX XXXX XXXX not looking normal all the way to XX/XX/XXXX - XX/XX/XXXX to XX/XX/XXXX all needs to be reviewed -Would someone be so kind to review this as well. With the bank pulling this on myseld during the COVID pandemic and not any other time during the course of my loan, I have to ask why only NOW. 



3. ) What I have done to try and solve the situation I have made several calls to the bank and have been left on hold for more than XXXX even on a Saturday. I work full time in XXXX and am unable to stay on the phone. My husband is not on the loan and they refuse to speak with him even though I have given permission. He is XXXX and home all day and could help solve the situation but they still refuse. I even have an attorney but it is difficult for them to even connect with him as he is in court and in litigation and he finds it hard to connect with them as well. 
I have also sent a registered resolution letter at the banks request to find their missing so called money. Still they refuse to fix the problem. 

Please help me Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with explanation