Consumer complaint received 2020-02-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
Mr Cooper 's tax and escrow departments have horrible customer service. This began with several missteps in their tax department and now followed with their escrow department withholding monies that are rightfully mine. I am a XXXX veteran ( XXXX XXXX XXXX XXXX ) and entitled to tax exempt status for all of my personal property taxes, most specifically on my home. My county tax department sent a tax bill in error to mr cooper in the amount of {$2100.00} in XX/XX/XXXX. I discovered this and notified mr cooper 's tax department that this was an error. Specifically I reminded them of my tax exemption which was already in place on this VA Loan. I sent an email to mr cooper 's tax department on XX/XX/XXXX and included copies of 1 ) my tax exemption from the SC Department of Revenue 2 ) a NEW county tax bill in the amount of {$60.00} ( this is my only tax liability which is a local fire tax ) and 3 ) my letter from the VA stating that I'm a XXXX veteran, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX and tax exempt from two autos and my home. I also followed up with them numerous times and each time they assured me that it will be taken care of. However, mr cooper paid the erroneous tax bill in the amount of {$2100.00} on XX/XX/XXXX. In doing so, it created a negative balance in my escrow account and they sent me a bill to increase my mortgage payment from {$920.00} to an adjusted payment of {$1200.00} due on XX/XX/XXXX. I went to XXXXy county treasurer and was told to call mr cooper tax department and give the the name and tel number of an individual in the treasurer 's office. this way mr cooper could verify that they 1 ) overpaid my tax liability by paying property taxes and 2 ) to confirm that a refund would be sent to them. I did this and mr cooper changed my mortgage payment due on XX/XX/XXXX to {$940.00}, which i paid. mr cooper received the refund from my county treasurer the end of XXXX. in the interim, i refinanced my loan with XXXX XXXX. XXXX XXXX secured a payoff amount from mr cooper in the amount of {$170000.00} which included the {$1600.00} escrow shortage. Mr cooper received these funds on XX/XX/XXXX. I called to verify that and was told my loan was transferred to freedom mortgage and that mr cooper transferred funds to payoff the loan with them on XX/XX/XXXX. I called today and spoke with my contact with mr cooper, XXXX and he told me I was only getting back {$500.00} and that the {$1600.00} was a shortage and their money. I have documentation of how much loan depot paid to mr cooper, again it included the {$1600.00} escrow shortage but get nowhere with mr cooper, specifically XXXX nor his supervisor. This is all of mr cooper 's making from overpaying the tax liability ( when they had documentation in their offices for almost 5 weeks stating otherwise ) to keeping the escrow shortage of {$1600.00} that was paid off by loan depot when i refinanced. I feel that XXXX with mr cooper is doing something fraudulently with my money. Please help

Company response to consumer: Closed with explanation