Consumer complaint received 2023-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
My loan was transferred to Mr. Cooper in XXXX XXXX XXXX. Since I have been with them I have had several issues that I have had to call and get corrected. The issue that I am reporting today is concerning my escrow and tax payments. 
On XX/XX/2022, I called Mr. Cooper and informed them that I had received my supplemental tax bills and requested that they paid them out of my escrow since I had been paying estimated taxes into my escrow for this event. They informed me that they don't normally pay supplemental taxes. I told them that was fine but I would need for them to send me a refund from my escrow for the estimated taxes that I had been paying. They placed me on hold and came back and told me that they would pay them. They asked that I send over my supplemental tax bills. I advised them that the first installment was due by XX/XX/XXXX and they advised me that it wouldn't be a problem since it was still early XXXX. They told me that they would process the payment as soon as they received my tax bill. I emailed the copies of the tax statements them on XX/XX/2022. 
In XXXX, I received a notification that one of my supplemental tax bills had not been paid and was assessed a {$97.00} penalty. I immediately called Mr. Cooper and went over the issue with them. The representative apologized and told me that she did see where they agreed to pay my supplemental taxes out of my escrow and she would get it taken care of. She also told me that since it was their error, Mr. Cooper would pay the penalty.

I received a phone call from Mr. Cooper about a week later in regards to my issue. Once I logged into my account, I found that the amount that they paid out of my escrow didn't match the amount that was on the supplemental tax bill that hadn't been paid. The representative told me that she only had access to the amount that they paid and couldn't see details to explain why they paid that amount. Since the payment had just processed a day before, I told her that I would follow up with the County Assessors office the following week to see if I could get an explanation. Once I followed up, the County Assessors office determined that Mr. Cooper had paid the full amount of the delinquent supplemental tax bill along with the penalty which is why the amount didn't add up to what was showing on the tax bill. 
I then contacted Mr. Cooper back to get the {$97.00} penalty amount resolved. Although I was told they would take care of the penalty, they refused to refund me that amount. 
I don't feel like I should be penalized for them not making the payments as agreed and I want {$97.00} refunded back to me. 
The representative at Mr. Cooper 's position is that they don't pay supplemental taxes so even though they paid it late, it is not their responsibility to pay the penalty. 
My position is that they should be responsible for the penalty because they were notified and agreed well before the bill was due and had they honored their agreement, I would not have been assessed a late penalty.

Company response to consumer: Closed with explanation