Consumer complaint received 2025-04-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
We bought a home in XX/XX/XXXX and our mortgage was sold to Lakeview ( Subserviced by Mr. Cooper ; Nationstar Mortgage LLC d/b/a Mr. Cooper ). On the Lakeview mortgage portal, it showed that our next property tax payment to the city in which the home resides ( XXXX XXXX XXXX XXXX, XXXX  ) would not be due until XX/XX/XXXX. This initially made us presume that our city taxes had been paid with the escrow lump sum that we paid to Lakeview to cover those taxes. However, upon reaching out to the clerk of the XXXX XXXX XXXX XXXX we were informed they had not been paid. We then called the Lakeview mortgage company ( we have cell phone records to document our numerous calls ) to determine why our taxes had not been paid. They asked that we send them the bill and we did that on XX/XX/XXXX ( email documentation available ). The began a now four month process of attempting over and over to have them pay our property taxes, which they have still not paid. It has included actions which suggest grossly negligent handling of our mortgage and escrow, and unscrupulous and possibly criminal fiduciary actions by Lakeview. They told us in XXXX that they had sent a check and gave us a XXXX  tracking number, only for us to find that they had done nothing more than issued a label on XX/XX/XXXX but had not provided a package to XXXX. At this point, we were then told we had a lien placed on our new home because our city taxes had not been paid. Ultimately, after calling them over and over, they told us they had sent the check via XXXX  and it would arrive to the XXXX XXXX  XXXX XXXX clerk by XX/XX/XXXX. Tracking the number ( # XXXX ) via XXXX  we found that something was sent out by Lakeview and it was sent to " XXXX, XXXX  '' with no other address information ( this is not our city ). Someone signed for said package and no one at Lakeview can tell us what the address was that they sent this package to or why it would have been sent to XXXX, XXXX  and not the address clearly stated on the bill and by us multiple times. We have now incurred more late charges on the property taxes and no check was ever located. We have requested to talk with managers, the legal department, the escrow department and any other knowledgeable staff at Lakeview and have been met with no responses ( it is nearly impossible to get a live agent on the phone when one calls their main Customer Service number at XXXX ). We now have to pay for our property taxes twice, by issuing our own check to the XXXX XXXX XXXX XXXX to prevent any further damage to our credit, late fees, and the lien against our property being taken to court. We have already paid Lakeview these escrow dollars for our taxes and they have illegally and fraudulently collected them and not issued them to our city. We doubt very much that we will ever get our money back for having to pay them taxes again, directly to the city. This company is engaging in deceptive practices and should be investigated.

Company response to consumer: Closed with explanation