Consumer complaint received 2020-08-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: CO

Complaint narrative:
There is money missing from my escrow account and the mortgage company increased my mortgage payment by XXXX per month stating I had a shortage of XXXX in my escrow account in the Escrow Review Statement sent XX/XX/XXXX. At the time I received the statement I called as the actual Statement they sent made no sense. The projected escrow balance showed a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I called multiple times, got various answers that were all different from those previously received. Mr. Cooper than ran another Escrow Review on XX/XX/XXXX showing a shortage of XXXX with an increased payment of XXXX per month. This statement as well showed the projected escrow having a deficiency, but the actual account activity showed a surplus based on ACTUAL DEPOSITS into my escrow account. I had also received Escrow statements prior to this that showed a surplus and received an Escrow Refund check in the amount of XXXX XX/XX/XXXX because there was a surplus in my account. 
In XX/XX/XXXX I successfully completed my Chapter XXXX Bankruptcy that included my mortgage. In XX/XX/XXXX, Mr. Cooper 's attorney filed a document with the Bankruptcy Court stating there was a XXXX balance owed on my account including all pre and post petitions fees, charges, escrow, etc. 
On XX/XX/XXXX of XXXX Mr. Cooper called and said that I still owed took approximately XXXX of my XXXX mortgage payment. I advised I made a full mortgage payment on XX/XX/XXXX and was then told that part of it was applied to some balance they said I had but couldn't tell me what it was. 
I received a ledger from Mr. Cooper showing multiple withdraws, deposits and adjustments on my account that you can not track or trace. There are appoximately 162 adjustments made to my account on that ledger on XX/XX/XXXX. 
I have spent hours over the past 6 months trying to resolve this on my own. My last point of contact at Mr. Cooper was a women by the name of XXXX XXXX who is an Escrow Specialist. I had been working with her for the past 2-3 months to get this resolved. She has communicated with me on multiple occasions and acknowledge there is a huge discrepency with my account and that the money can not be traced based on my ledger and said She has stated that she has reached out to multiple different departments trying to get explanations and information and that she is not getting a response and advised that she had gotten her supervisor XXXX XXXX involved to escalate the matter to get answers and a resolution. Up until XXXX and weeks ago, XXXX was communicating with me on a weekly basis to advise that she was still working on it and was still having trouble getting explanation or answers but again acknowledge there was a huge discrepancy and problem. 
On XX/XX/XXXX on my Mr. Cooper portal, it shows an escrow adjustment payment posted to my account in the amount of {$4500.00} and then the same day it is withdrawn again. No explanation. 
Since then there has been 0 correspondence. I have attempted to contact XXXX multiple times in the past 3 weeks. Her phone goes to voicemail and then I am transferred to an operator as it states that she is not accepting voicemails at this time. So 5 different times in the past 2 weeks I have been transferred to an operator and been told XXXX is unavailable and they arent sure why. So Ive requested to speak to her supervisor XXXX XXXX. Each time I have been told she is unavailable or in a meeting and have left a message for her to call me and been advised that I would receive a call back in 24-48 hours. I also got her direct phone number and have left voicemails with her explaining who I am, what it is regarding and asking for a call back. As of today XX/XX/XXXX I have not received a return call. 

I have continued making the increased monthly mortgage payments and is affecting my ability to refinance until this is resolved. Both have caused significant impact to my financial situation emotional stress as well as hours of time lost trying to address and resolve. 
I feel like there is blatant disregard to address and resolve the situation and even wonder if theft/fraud or misappropriation of funds has occurred. I have exhausted XXXX XXXX possible trying to get this resolved directly with Mr. Cooper. 

Any help in resolving this and recovering my money would be much appreciated. 

I am attaching the Escrow Statements from XXXX, XXXX, XXXX, XXXX, Response to Final Cure Payment XXXX, Transacton History XXXX through XXXX, my Bankruptcy Payments Ledger and the Posted Payment History for the past 12 months as well as the letter I received from Mr. Cooper XXXX when I was told I owed the additional XXXX in XX/XX/XXXX. 

Please let me know if I can provide anything further. I can be reached directly at XXXX or via email at XXXX Thank you

Company response to consumer: Closed with explanation