Consumer complaint received 2022-06-22 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I have a Loan Modification with Nationstar/Mr.Cooper XX/XX/XXXX ever scene the start I have had nothing but trouble with there Escrow Department , I have had NOTHING but Escrow Shortages every year. In XX/XX/XXXX shortage of {$340.00} so they fixed this by giving me another Loan of the {$340.00}. Then in XX/XX/XXXX it was XXXX shortage of my Escrow {$920.00} as I tried to find out why this happened I received no answer. At this time I told them something was wrong that I had done my own Escrow for XXXX. never had any problems. Again they were going to give my another Loan I said I could not make an additional {$120.00} a month, so some how I found the {$1000.00} and paid it. I also as them " Will this fix & make up any margen so there will NOT be any more Large ( {$1000.00} ) shortages '' I was told yes. Then in XX/XX/XXXX there was a {$270.00} shortage, I call them only to find out that the {$270.00} was take out of my account & put some were ) unknown were ) they put it back telling me it was an oversight ( ya ). So No shortage for XXXX. Now at this time I spent XXXX months with them trying to fix this Escrow Problem they were unwilling to talk to me/ reply back other with just the push bottoms to send me the same paper work. I had some communication with a XXXX XXXX a AVP, Customer Relation & a XXXX XXXX a Customer Relation Specialist that would not get back to me as they said. When I tried to call/email I received No replys. I tried to ContacXXXX XXXX XXXX CEO & XXXX XXXX & The Legal Department both by email & Fax on XX/XX/XXXX XXXX XX/XX/XXXX then emails XXXX that I NEVER received a reply. As I have found many thing wrong/missmanagening of my money ( like I found were this year they had charged me for late payment fees of {$15.00} plus of around {$150.00} I have never been late. Then they put it back months later & out unknown amounts that I don't know what they are ). I have asked & told them that I can't trust there Escrow Department & that I have done my own Escrow for XX/XX/XXXX yrs. that I need this account turned back over to me, so that I/that there will NOT be ANY more mishandling of my account. There reply is that I have an Loan Modification Agreement for my Escrow and they can not do that. When in fact ( as I know & courts know that if both party 's agree that it can be changed ) well I found in this agreement that it say 's " Borrower shall pay Lender the Funds for Escrow Items unless this Agreement is terminated either by Lender, or pursuant to applicable Law. so on '' .Now this year XX/XX/XXXX there at XXXX was a shortage of {$450.00} then after a call they redone the Escrow & now is {$400.00}. As I was unable to get the Escrow Account returned back to me. I then thought ok I have done my own Escrow I will add to my Escrow {$25.00} a month, then when Taxes came in I up to my Escrow {$45.00} a month. So there should not be again any {$400.00} shortage. Again I have asked to get my Escrow back & again they just send me the same paper work that doesn't work. They again will not asing someone to check into/work with this account. I have even via there request did a month to month Escrow in XXXX only to have there agent just put it in the trash.I have done/gone above and beyond to try to work this out & they just give me the run around/dump on me. I know that this can be turned back to me. I have even told them put this on a XXXX yr. trial period. I have copy 's of what I have sent & a few reply 's if needed. This Shortage was not there until the XXXX Loan Modification, before that there was an Escrow for just my Taxes, there was know problem. I also as I told them that they are doing the Escrow on the last years Escrow amounts and not taking in to account that the Taxes & Home Ins. is going to go up. I know that CFPB has had many Class Action Law Suit 's against this Company and they still are getting away with what they are doing. I am XXXX  and can n't be making up these {$1000.00} Shortages. I also fell that they are making these shortages so they can add a Loan with an $ XXXX {$45.00} a month extra payment. They are suppose to be handling an Escrow Accounts and they are not doing so as the have proved year after year. I do have more of what has been done to my account. Can sent copys on anything that will be needed.

Company response to consumer: Closed with explanation