Consumer complaint received 2024-03-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: RI

Complaint narrative:
My husband and I purchased our home in XXXX of XXXX. At the time of purchase, the XXXX qtr property taxes were already paid by the previous owner. We own XXXX parcels total on this mortgage. In XX/XX/XXXX, we received XXXX delinquent notices in the mail from the town tax office, stating that the second qtr payments ( due XX/XX/XXXX ) were not made for XXXX of the parcels. I emailed the mortgage company to inform them of this, because we pay into our escrow and our taxes are paid directly from the mortgage company. The mortgage company never responded, but they successfully paid one of late payments. Flash forward to XX/XX/XXXX, the town finally received the other late payment. At this point, interest has now accrued on this account because it was paid so late. Now XX/XX/XXXX is rolling around, and XXXX qtr property tax payments are due ( XX/XX/XXXX ). The mortgage company pays XXXX parcels on time, but never makes a payment for the XXXX parcel. On XX/XX/XXXX, my husband and I received a notice in the mail of a tax sale- for the parcel that was not paid for the XXXX qtr. We didn't receive this notice because of the XXXX qtr payment not being paid yet ; we received it because the interest of {$110.00} is still due to the town for the late payment of the XXXX qtr. I contacted our mortgage company on XX/XX/XXXX to inform them of the tax sale notice ; no response. I contacted the town to speak with them about it on XX/XX/XXXX, and they said they would make a note in their system. I have called our mortgage company about XXXX times since, and have gotten a different answer every time. 

First they tell me that the parcel was never in their system. Which makes no sense because they made the XXXX qtr payment for it in XXXX. Then I am told that they only have XXXX parcel on file in their system, which again, makes no sense. I am told everytime that I will receive a call back, but no one calls me. Each time I speak with a representative, they tell me the case has been pushed to upper management and it will be resolved soon. It has now almost been a month since the XXXX qtr payment was due, and the interest from the late XXXX qtr payment has still not been paid. 

On top of all of this, we received a XXXX XXXX from our escrow account on XX/XX/XXXX for almost {$1000.00}. In addition, we were also informed that our mortgage payment has gone down {$400.00}. My husband and I didn't question any of this, because we figured the mortgage company knew what they were doing. Come to find out, our monthly mortgage payment wasn't supposed to go down {$400.00} and that 'surplus ' in our escrow account was there to pay for the property taxes that they did not pay. So during one of the many phone conversations with the mortgage company, they told me to just put the money from the check back into our escrow... a month after we cashed the check.. 

I spoke with the mortgage company most recently on XX/XX/XXXX, at which time I was told that the case has been sent to upper management and that they would give me a call the following day. Never got a call. 

I called them again today, and they just tell me the same thing. My husband and I haven't even owned our home for a full year, and our property is about to be published in the paper for sale because of Mr. Cooper Mortgage Company. 

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Company response to consumer: Closed with explanation