Consumer complaint received 2020-09-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: MO

Complaint narrative:
Mr. Cooper 's tax department erroneously made a second tax payment from our escrow to the county for {$250.00} Mr. Cooper acknowledged this error and informed that we are due this refund. After nearly a year, we have still not received this. Over a dozen attempts have been made to resolve this to date. Their tax department claims they're waiting on the county to issue the refund before sending us the check. The county informs and country tax payment records indicated the second payment was not received. The timeline of communication and relevant events are listed below in chronological order. 


XX/XX/XXXX - Email sent to XXXX Informed Mr. Cooper of the adjusted county property tax statement/bill balance due of {$6400.00} and attached a copy of the bill/statement. The adjusted amount was {$250.00} less XX/XX/XXXX - Email received from XXXX On XX/XX/XXXX we made your County Tax payment of {$6400.00} to XXXX County . Our next payment for this is scheduled for XX/XX/XXXX. 

XX/XX/XXXX - Email received from XXXX On XX/XX/XXXX we made your County Tax payment of {$250.00} to XXXX County . Our next payment for this is scheduled for XX/XX/XXXX I reached out to Mr. Cooper and informed them of the error in 2nd payment of {$250.00} XX/XX/XXXX - Email received from XXXX My tax department spoke with XXXXhe county and an overage in the amount of {$250.00} be automatically refunded. The only thing we are waiting on is for the county to post the funds but I will keep you updated due to we are tracking the refund. Please let me know if you have and additional questions or concerns. 

XX/XX/XXXX - Email sent to XXXX I requested an update on the status of this refund XX/XX/XXXX - Email received from XXXX I just reviewed the account and no update on the county sending the refund put in a follow up request for a update from my tax department. 

XX/XX/XXXX - Email sent to XXXX Any more luck getting this refunded? I appreciate it takes time, but the responsibility for this error is solely Mr. Cooper 's. If it's not resolved yet, who can I contact to escalate this issue? 

XX/XX/XXXX - Email received from XXXX The last update Ive received from my tax department on XX/XX/XXXX advised that we are currently trying to verify if the county sent the  refund to you or Mr.Cooper. Once I receive another update I will follow up with you on the status of the refund. 

XX/XX/XXXX - Email sent to XXXX I am following up on this request by my husband from earlier this year. I have checked with the county and this payment in the amount of {$250.00} was not refunded to us nor is it showing as posted to our account by the county. What do I need to do to escalate the issue? An error was made by Mr. Copper issuing a check from our escrow account to XXXX County when we did not owe any additional taxes. It has been 10 months and we still have not be refunded the money. Is there another individual or department at Mr. Copper that we can reach out to in order to get this error corrected? 


XX/XX/XXXX - Email received from XXXX I did review the account and I notice I have not received a update since the last request put in back in XXXX. Ive sent a escalated follow up request and hopefully I will have a response by next week with a status update on the refund. 

XX/XX/XXXX - Email sent to XXXX Were you able to get any answers for us on the status of our refund? At this point in time it has been 10 months since we have brought the issue to your attention and requested a resolution. If we don't have a resolution we will file an official complaint with the XXXX and Attorney General. 

XX/XX/XXXX - I spoke with XXXX XXXX and requested additional escalation/assistance. She informs she has again requested her tax department to resolve and issue this refund. She informs per available documentation, their tax department is still waiting on a refund from the county. XXXX is informed again there is no record of the county receiving this 2nd escrow payment. XXXX informs direct communication with Mr. Coopers Tax department is not possible and provided contact information for her supervisor. 

XX/XX/XXXX - Email sent to XXXX and XXXX XXXX kindly provided your contact information to assist in resolving a refund from our escrow account as we've been unsuccessful to date despite her repeated escalation to the tax department. Your tax department obtained the tax bill from the county prior to the county making an adjustment to the amount due for XXXX ( adjusted amount was {$250.00} less ). I proactively reached out to Mr. Cooper and emailed the adjusted tax bill. Your tax department initially made the correct adjusted payment from our escrow. About a week later, the error was made when the tax department withdrew the adjusted amount and the escrow/mortgage statement showed it as a second tax payment made for county taxes in the amount of {$250.00} Over the last 10 months, I have reached out multiple times via phone and email requesting to have this {$250.00} refunded to us and XXXX has escalated the issue multiple times. They've informed XXXX the reason for not yet issuing us a refund check is that they're waiting for the county to refund them. I have spoken directly with the county who confirms they have no record of that second {$250.00} payment. Our statement/payment records doesn't reflect that 2nd payment being received from your tax department either. Can you please escalate this with the tax department leadership and get this resolved? There clearly is a miscommunication between their department and the county on this payment. I would like to speak with them directly if needed and would three way call with the country.

Company response to consumer: Closed with explanation