Consumer complaint received 2019-07-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: IL

Complaint narrative:
On XX/XX/XXXX I contacted Mr. Cooper at XXXX. They asked for me to fax documents from XXXX XXXX assesments office showing the tax liabity for XXXX payable in XXXX. I also sent them the paper work showing XXXX tax year that XXXX would be 100 % exempted from any real estate taxes. ( This is because he is 100 % XXXX due to service related injury. ) On XXXX I followed up with Mr Cooper. I was told they was working on it. On XXXX I followed up again with Mr Cooper. After about XXXX minutes of going nowhere I asked for a supervisor. We spoke with XXXX XXXX XXXX. My original loan XXXX XXXX XXXX with XXXX XXXX has been amazing trying to help us through this process. Please see the chain of emails below. 

XXXX, Please see attached letter that XXXX XXXX at XXXX XXXX XXXX office. Please get these escrow set up correctly so that the XXXX can put this to bed. Please let me know if you need anything else. Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] Re : Your Scan ( XXXX XXXX XXXX Re Mr. XXXX From : XXXX XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX XXXX See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan XXXX XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including XXXXhe county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX XXXX XXXX, We sent you XXXX letters from XXXX XXXX Government Supervisor of Assessments office stating XXXX XXXX payable in XXXX will be approximately {$1700.00} ( Every loan that is closed taxes are set up on an estimate ) Have you talked to someone who knows escrows inside and out? We also sent you the letter that states that XXXX payable in XXXX will be XXXX because Mr. XXXX is a XXXX Veteran which makes him exempt Im not sure what else you need but this needs to moved up to a higher level of management and get this resolved. Mr. XXXX fought and protected this COUNTRY and its time for someone at MR COOPER to fight for him. He is going thru stress that is being brought on by MR COOPER and it isnt necessary. Please escalate this to the highest level and lets get it resolved TODAY! 

Thanks From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX ) I also talked to XXXX from the county who advised me that there was not going to be any updates until next year. She also advised me that she is pretty sure that the tax amount would be {$0.00} but I need something from the county with the right amount for the taxes. I am doing everything I can do get this fixed. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) You have a letter from the county tax office that states what the estimated taxes will be! I dont know why you cant use that as by federal law we have to have a cushion for escrow. If you can not fix then Mrs. XXXX will just have to file a claim with CFPB and your company can explain to them why you cant change it, as this is clearly against the guidelines. Please let me know so that I can let Mrs. XXXX know that we she has other options. Ever loan that is closed is based off an estimate as the tax bill doesnt have new owners name on it. I have done loan for over XXXX plus years and this is the way it has always been done Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Good Afternoon, So I called the county this morning and the lady I spoke with advised me that they will not be updating any information until next year with Mrs. XXXX and her husband name on it. I am trying to get the taxes updated but we need a bill of what the taxes will be, because the information you sent me is not going to work. I did talk with Mrs. XXXX and she advised me to email you to see what we can do. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) Where you able to get this resolved for the XXXX Just let me know Thanks XXXX From XXXX XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : XXXX Scan ( XXXX XXXX ) Thank you I will look at that again if I need anything else I will email you XXXX XXXX Escalations Agent XXXX Triple XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX ( O ) XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) I emailed that to you on letterhead earlier today it states that XXXX taxes payable in XXXX to be XXXX and this is even signed by assessment office From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To XXXX XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) In order to change the tax amount we would need the amount that they are going to pay. Are you able to get anything from the county on how much the bill is going to be. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) The tax bills wont come out for XXXX taxes payable in XXXX till XX/XX/XXXX Thats why Mr. and Mrs. XXXX went to the XXXX XXXX Tax assessment office Not sure what else you can use but they cant pay XXXX a month in taxes Please let me know so that I can help customer Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX XXXX : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) In order to update the taxes I need a bill from the county saying how much the taxes will be. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX ) This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. 
XXXX, Attached is the information that we spoke about need to get taxes corrected Thanks XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX NMLS # XXXX Direct : XXXX Fax : XXXX Cell : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX | XXXX, KY XXXX Apply Now XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CAUTION : DO NOT change job until after you close on this transaction! If this cant be avoided please contact me before you change jobs DO NOT make any new purchases on CREDIT until after you close on this transaction. 

DO NOT open any new credit applications or have your credit checked until after closing on this transaction. 

DO NOT co-sign for friends or family. 

DO NOT make any large deposits to your bank account, except normal payroll. 

IMPORTANT : Keep all pay check stubs, bank statements and deposit receipts. 



From : Scanner XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : Your Scan ( XXXX XXXX ) XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
XXXX XXXX XXXX This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage LLC immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage LLC immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX ( www.nmlsconsumeraccess.org ) XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This e-mail communication and any attachments may contain confidential, copyrighted, and legally privileged information for use solely by the designated recipients to which this e-mail is addressed. If you are not the intended recipient, you are hereby notified that you have received this communication in error, and that any review, disclosure, dissemination, distribution, or copying of this message or its contents is prohibited and may be subject to governing laws protecting its disclosure. If you have received this communication in error, please notify Nationstar Mortgage XXXX immediately by e-mail at XXXX and destroy all copies of this communication and any attachments. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. Information, rates, & programs are subject to change without prior notice and may not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission can not be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. Finally, the recipient should check this email and any attachments for the presence of viruses. 

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission can not be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. Finally, the recipient should check this email and any attachments for the presence of viruses. 


XXXX XXXX Notice to Recipient : The information contained in this email is confidential and intended solely for the addressees. Any unauthorized access, use, reproduction, or dissemination is prohibited. If you have received this e-mail in error, please notify me immediately and delete this copy from your system. XXXX XXXX XXXX XXXX XXXX XXXX XXXX NMLS ID # XXXX XXXX XXXX XXXX This is not an offer to enter into an agreement. XXXX, rates, & programs are subject to change without prior notice and XXXX not be available in all states. All products are subject to credit & property approval. XXXX XXXX is not affiliated with any government agency. XXXX XXXX, its subsidiaries and/or its affiliates shall not assume legal liability or responsibility for any incorrect, misleading, or altered information contained herein. 
Equal Housing Lender XXXX XXXX XXXXXXXX XXXX XXXX XXXX To XXXX XXXX XX/XX/XXXX at XXXX PM See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello Yesterday email stated that it needed to be an official letter. The document you sent did not have the official letter head. It also states in the letter that you sent that it is XXXX % which is not an exact amount the bill will have the exact amount of the discount the person is getting. Once again I am sorry until we get that information there is nothing we can do. 


Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) This is totally different than what you said yesterday! This what you sent yesterday Why is this changed today????? 

Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including the county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Hello I wanted to let you know that this is not going to work. The first thing this is not a legal document from XXXX XXXX. Second after speaking with XXXX XXXX tax office as of XX/XX/XXXX they stated that the bill will not be updated till next year. Unless we get a copy of the official bill from the county there is nothing we can do. I do apologize for the inconvenience. 

Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX XXXX : XXXX Subject : XXXX : Your Scan ( XXXX XXXX XXXX XXXX, Please see attached letter that XXXX XXXX at XXXX XXXX Assessments office. Please get these escrow set up correctly so that the XXXX can put this to bed. Please let me know if you need anything else. Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject XXXX XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX XXXX Re MrXXXX XXXX From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX Subject : FW : Your Scan ( XXXX XXXX XXXX See below From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent XXXX Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan XXXX XXXX XXXX ) Hello, In order for us to go ahead and apply the homestead exe3mpotion we would need to have the letter including the county letterhead that is type and not hand written and must include the exact percentage of the homestead exemption in order for us to apply to the mortgage. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : XXXX Subject : RE : Your Scan ( XXXX XXXX XXXX XXXX, We sent you 2 letters from XXXX XXXX Government Supervisor of Assessments office stating XXXX XXXX payable in XXXX will be approximately {$1700.00} ( Every loan that is closed taxes are set up on an estimate ) Have you talked to someone who knows escrows inside and out? We also sent you the letter that states that XXXX payable in XXXX will be XXXX because Mr. XXXX is a XXXX Veteran which makes him exempt Im not sure what else you need but this needs to moved up to a higher level of management and get this resolved. Mr. XXXX fought and protected this COUNTRY and its time for someone at MR COOPER to fight for him. He is going thru stress that is being brought on by MR COOPER and it isnt necessary. Please escalate this to the highest level and lets get it resolved TODAY! 

Thanks From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) I also talked to XXXX from XXXX XXXX who advised me that there was not going to be any updates until next year. She also advised me that she is pretty sure that the tax amount would be {$0.00} but I need something from XXXX XXXX with the right amount for the taxes. I am doing everything I can do get this fixed. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX XXXX XXXX XXXX : Your Scan ( XXXX XXXX ) You have a letter from XXXX XXXX tax office that states what the estimated taxes will be! I dont know why you cant use that as by federal law we have to have a cushion for escrow. If you can not fix then XXXX XXXX will just have to file a claim with CFPB and your company can explain to them why you cant change it, as this is clearly against the guidelines. Please let me know so that I can let Mrs. XXXX know that we she has other options. Ever loan that is closed is based off an estimate as the tax bill doesnt have new owners name on it. I have done loan for over XXXX plus years and this is the way it has always been done Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Good Afternoon, So I called XXXX XXXX this morning and the lady I spoke with advised me that they will not be updating any information until next year with XXXX XXXX and her husband name on it. I am trying to get the taxes updated but we need a bill of what the taxes will be, because the information you sent me is not going to work. I did talk with Mrs. XXXX and she advised me to email you to see what we can do. 
Thank you XXXX XXXX Escalations Agent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx, XXXX ( O ) XXXX ( F ) XXXX cid : XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) Where you able to get this resolved for the XXXX Just let me know Thanks XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : [ EXTERNAL ] RE : Your Scan ( XXXX XXXX ) Thank you I will look at that again if I need anything else I will email you XXXX XXXX Escalations Agent XXXX XXXX  XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX ( O ) XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject : RE : Your Scan ( XXXX XXXX ) I emailed that to you on letterhead earlier today it states that XXXX taxes payable in XXXX to be XXXX and this is even signed by assessment office From : XXXX XXXX XXXX XXXX : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To XXXX XXXX XXXX XXXX @ XXXX

Company response to consumer: Closed with explanation