Consumer complaint received 2026-02-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
I am filing this complaint against my mortgage servicer for failure to properly disburse my XXXX XXXX XXXX property taxes from escrow, which resulted in a tax execution being issued and processed against my home. 

My XXXX property taxes were due in XX/XX/XXXX, with a final warning deadline of XX/XX/XXXX. My mortgage payments were current. My monthly payments included escrow funds designated for property taxes. 

Despite this, the servicer failed to pay the taxes by the XXXX due date and failed again to pay them by the XX/XX/XXXX final warning deadline. 

As a result : The taxes became delinquent. 
XXXX XXXX XXXX XXXX XXXX XXXX  was issued. 
The matter was forwarded for recording with XXXX XXXX. 
A XXXX was initiated against my property. 

The servicer did not disburse the tax payment until XX/XX/XXXX, as confirmed by the XXXX XXXX XXXX XXXX XXXX. By that time, the execution had already been processed and sent forward. 

This delinquency was not caused by borrower nonpayment. I paid my mortgage. The servicer failed to properly manage escrow and disburse the taxes on time. 

Additionally, if the servicer claims that escrow funds were not available, that shortage was caused by their own escrow miscalculations. 

Beginning XX/XX/XXXX, my property was subject to an XXXXXXXX XXXX XXXX. The servicer improperly treated my property as 100 % tax exempt and stopped collecting escrow for property taxes. I specifically notified them that I was not 100 % exempt and XXXX XXXX and state taxes would still be owed. 

Despite notice, they : Used the wrong exemption coding. 
Stopped collecting escrow improperly. 
Failed to conduct a corrected escrow assessment. 
Failed to reconcile the actual XXXX XXXX tax statement. 
Applied the wrong base assessment value in their calculations. 
Used incorrect assessed value figures for XXXX. 
Failed to correctly apply the required base assessment comparison versus the 40 % assessed value. 

The XXXX 40 % assessed value is lower than the prior base assessment, yet their math does not reflect the proper freeze layering required under XXXX. These errors were reported multiple times and not corrected. 

As a result, any escrow shortage was caused by servicer error, not borrower nonpayment. 

Further, the servicer provided inaccurate payment reporting to XXXX In their response to XXXX, they produced a payment history showing irregular lump-sum payments ( including approximately {$6000.00} and {$3000.00} entries ) that I did not make. My bank statements will confirm that I never made those payments in the amounts or timing shown. The reporting does not accurately reflect my transaction history. 

I also initiated a formal mortgage review in XXXX XXXX after my payment amount suddenly changed from approximately {$3400.00} to {$3100.00} without a clear and accurate escrow reconciliation. These discrepancies remain unresolved. 

These compounding errors led to improper escrow collection, inaccurate accounting, inaccurate credit reporting, and ultimately the delayed tax payment that resulted in a tax execution.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation