Consumer complaint received 2022-07-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: ME

Complaint narrative:
This has been reported to the XXXX XXXX XXXX already. And thankfully, a Lien was narrowly avoided being placed on my house. So no action is needed in terms of paying the overdue escrow anymore. However, I have significant issue with the response from the business in which they don't accept responsibilty for their error, as well as providing factual inaccuracies. Due to this, I feel the need to report what happened to a US Government agency. So please accept this complaint as a record of what Mr. Cooper 's actions were, and please pass this along to any appropriate authorities. 

Mr. Cooper is our current mortgage lender for our home. I had an Escrow payment of {$680.00} due way back in XXXX XXXX XXXX. Mr. Cooper was supposed to pay this from my Escrow Balance far in advance of it being due, as stated so directly on their website. A Lien was being threatened to be placed on my house on XX/XX/XXXX of 2022, all because Mr. Cooper made a mistake and dragged their feet in rectifying it. My Escrow Account Balance was {$8000.00}. That was more than enough money in the balance to pay the XXXX tax, but Mr. Cooper refused to do it for weeks despite my pleading. I contacted Mr. Cooper multiple times through phone and online chat, as did the Realtor that sold the property to us. Mr. Cooper kept saying that they would " investigate '' it, but nothing would ever happen. Meanwhile, my family 's mental well-being suffered greatly with the threat of a Lien being placed on our home, and seemingly nothing we could do about it. The customer service agent I spoke to on the phone even confirmed that they had purchased my loan back in XXXX of 2022, and that they should have been the ones to pay the XX/XX/2022 Escrow Tax. There were sufficient funds in my Escrow Account, and the Escrow Tax was almost 5 months overdue. I have evidence of countless occasions of me begging them to just pay the bill before I got a Lien on my home. They wouldn't do it for weeks. They were also provided with a copy of the Lien Notice from the town of XXXX XXXX XXXX. 

Additionally, I accrued late fees because of Mr. Cooper being 5 months late on paying the Escrow Tax. {$22.00} in late fees were added to the tax bill. Mr. Cooper did end up paying these late fees out of their own pocket, but I wanted to note the late fees because Mr. Cooper has tried to claim that the taxes weren't due until XX/XX/2022 in their response to the XXXX XXXX XXXX. This is clearly not true because if the taxes weren't due yet then there wouldn't have been any late fees to pay. They also tried to claim that their investigation showed no error on their part, which I find insulting. I have yet to even be told by them WHY they didn't pay the Escrow Tax Bill back in XXXXXXXX XXXX XXXX despite them having taken ownership of my loan in XXXXXXXX XXXX XXXX. I have no idea how this happened, and all I got in response from Mr. Cooper was them claiming they did nothing wrong.

Company response to consumer: Closed with explanation