Consumer complaint received 2025-02-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
I am filing a formal complaint against Mr. Cooper ( Nationstar Mortgage LLC ) for their failure to fulfill their escrow obligations, which has resulted in an unjust financial penalty and undue stress for me as a homeowner. 

My mortgage agreement ( Loan # XXXX ) clearly states that Mr. Cooper is responsible for making timely property tax payments from my escrow account. However, I recently received a Tax Notice from the XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX ( Bill # XXXX ) stating that my property taxes were not paid on time. As a result, I have been unfairly penalized with a late fee of {$110.00}, a direct consequence of Mr. Cooper 's negligence. 

Upon contacting their customer support, I received a generic and dismissive response : " Sorry for the inconvenience. I show in the notes on the account for the tax team. A late release was sent from XXXX XXXX ''. This response fails to acknowledge the avoidable financial burden and emotional distress their failure has caused. The customer support also asked me to contact at the email id XXXX ' to get this resolved. I wrote them on XX/XX/year>, but other than the instant automated reply I did not get any response from them. Despite my attempts to escalate the issue, Mr. Cooper has been unresponsive and has taken no meaningful action to rectify the situation. 

I have always made my mortgage payments on time and have upheld my financial obligations in good faith. It is entirely unacceptable for a mortgage servicer to mismanage escrow funds and shift the consequences of their negligence onto homeowners. Their failure to process the escrow payment correctly has now placed me in a financially vulnerable position. 

I request that your office investigate this matter and take appropriate action against Mr. Cooper for their failure to fulfill their escrow obligations. Additionally, I demand : XXXX. A full reimbursement of the {$110.00} late penalty fee or direct resolution with XXXX XXXX to remove the charge from my account. 

XXXX. A formal written response from Mr. Cooper detailing their corrective actions to ensure this does not happen again. 

XXXX. Potential penalties or regulatory action against Mr. Cooper for their mismanagement of escrow funds and failure to uphold their fiduciary duty. 

I trust that your office will take this complaint seriously, as homeowners should not be forced to bear the consequences of corporate irresponsibility. 
I request that your office investigate this matter and take appropriate action against Mr. Cooper for their failure to fulfill their escrow obligations. Additionally, I demand : XXXX. A full reimbursement of the {$110.00} late penalty fee or direct resolution with XXXX XXXX to remove the charge from my account. 

XXXX. A formal written response from Mr. Cooper detailing their corrective actions to ensure this does not happen again. 

XXXX. Potential penalties or regulatory action against Mr. Cooper for their mismanagement of escrow funds and failure to uphold their fiduciary duty. 

I trust that your office will take this complaint seriously, as homeowners should not be forced to bear the consequences of corporate irresponsibility. I request that your office investigate this matter and take appropriate action against Mr. Cooper for their failure to fulfill their escrow obligations. Additionally, I demand : XXXX. A full reimbursement of the {$110.00} late penalty fee or direct resolution with XXXX XXXX to remove the charge from my account. 

XXXX. A formal written response from Mr. Cooper detailing their corrective actions to ensure this does not happen again. 

XXXX. Potential penalties or regulatory action against Mr. Cooper for their mismanagement of escrow funds and failure to uphold their fiduciary duty. 

I trust that your office will take this complaint seriously, as homeowners should not be forced to bear the consequences of corporate irresponsibility.

Company response to consumer: Closed with explanation