Consumer complaint received 2026-01-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
Improper Escrow Charges for Non-Existent State Property Tax Complainant Information : Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX, VA XXXX Mortgage Account Number : XXXX I am submitting this complaint to request immediate regulatory intervention regarding improper escrow charges being imposed by my mortgage servicer, Mr. Cooper ( operating and branded on my account as Rocket Mortgage ), for a state property tax obligation that does not exist and is not legally owed. 

I am a 100 % service-disabled veteran residing in the XXXX of Virginia. Under Virginia law, I am fully exempt from state-imposed real property taxes. This exemption is categorical and not discretionary. 

Despite this exemption, Mr. Cooper has included an alleged state property tax obligation of {$14000.00} annually in my escrow account, as reflected in my escrow account details. This improper inclusion directly resulted in the servicers escrow analysis dated XX/XX/year> assessing an escrow shortage of exactly {$6100.00}. 
As reflected in my account statements branded as XXXX Mortgage, this false tax obligation is being actively enforced through an inflated monthly escrow requirement and a materially increased monthly mortgage payment. 

I previously provided Mr. Cooper with formal documentation confirming my statutory exemption from state property taxes. Mr. Cooper acknowledged receipt of this documentation but refused to remove the state property tax line item or perform a corrected escrow analysis, stating instead that it would wait for a future tax statement later in the year. 

There is no uncertainty as to the amount owed. The legally correct amount for the disputed state property tax obligation is XXXX. Continuing to escrow funds for an alleged {$14000.00} annual tax and to assess a {$6100.00} shortage after notice constitutes the demand for payment not legally owed. 

The servicers actions have caused and continue to cause financial harm by forcing me to fund an inflated escrow balance, increasing my monthly payment, and exposing me to default risk for an obligation that does not exist. 

I am not seeking criminal enforcement or punitive action. I am requesting CFPB assistance to compel prompt correction and compliance. 

Specifically, I respectfully request the following relief : XXXX. XXXX removal of the state property tax line item from my escrow account. 
XXXX. Recalculation of my escrow balance based solely on legally owed obligations. 
XXXX. Written confirmation that no state property tax is owed or will be escrowed. 
XXXX. Reversal or waiver of the {$6100.00} escrow shortage arising from the improper charge. 

This matter does not involve a billing dispute or valuation disagreement. It involves the continued inclusion of a false debt after notice of non-liability. I respectfully request prompt resolution to prevent further financial harm. 

Thank you for your attention to this matter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation