Consumer complaint received 2025-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
We are requesting Mr. Coopers formal review and resolution assistance regarding a {$7200.00} escrow shortage that was disclosed shortly after they assumed servicing of our mortgage in XX/XX/XXXX. This shortage caused our monthly mortgage payment to increase dramatically from {$3900.00} to {$4800.00} without prior adequate notice or an opportunity to mitigate the impact. 

We understand that Mr. Cooper may not have caused this issue. The loan was previously serviced by XXXX Bank from XX/XX/XXXX to XX/XX/XXXX. During that period : - We received XXXX escrow analyses ( XXXX and XX/XX/XXXX ) projecting only minor shortages, the largest being just over {$540.00}. 

- Despite those projections, XXXX later disbursed significant sums : over {$3600.00} for insurance and nearly {$5000.00} for property taxes. 

- These disbursements far exceeded what had been forecasted, suggesting that XXXX significantly undercollected escrow payments for over a year. 

- In XX/XX/XXXX, XXXX conducted another analysis just before transferring the loan revealing a {$7200.00} shortage. 

- We were not informed of this shortage until the loan was already with Mr. Cooper. 

We have made every mortgage payment on time, including all escrow payments as billed. This situation appears to be the result of inaccurate escrow forecasting, poor communication, and failure to comply with RESPAs requirements for annual escrow analysis and timely borrower notification. 

We also submitted Qualified Written Requests ( QWRs ) to both XXXX and Mr. Cooper. Mr. Cooper responded in part by acknowledging receipt, but XXXX has failed to respond entirely or provide the documentation required by law. 

What Were Asking Mr. Cooper to Do : - Investigate the origin of the escrow shortage and confirm whether it was caused by errors under prior servicing. 

- Provide documentation that explains the timeline of escrow disbursements and how the shortage was calculated. 

- If mismanagement by a prior servicer is confirmed, work with that servicer or the loan investor to resolve the financial burden imposed on us as borrowers. 

- Offer any available relief, escrow credit, payment restructuring, or hardship options to mitigate the impact of a nearly $ XXXX increase. 

Request for Direct Financial Relief : Given the scale of the shortage and the evidence of likely mismanagement, we also respectfully request that Mr. Cooper consider covering the escrow shortage in full or in part, or facilitate a resolution with XXXXXXXX XXXXXXXX to do so. The borrower should not be held solely responsible for errors they did not cause and were never properly warned about. 

We are not placing blame directly on Mr. Cooper, but we do believe a fair resolution requires meaningful review and direct relief for the affected borrower. We appreciate your assistance and look forward to a substantive response.

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