Consumer complaint received 2025-05-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
XXXX XXXX Escrow Complaint With Mortgage Company I have a complaint about my current mortgage company that just received our mortgage account. We were recently with XXXX and they sold my account to Mr. Cooper who is doing us wrong with our escrow. I have been in contact with them 8 times now and I will provide the exact dates and times for each time. 
When XXXX sold our mortgage over our insurance sky rocketed to {$6300.00} so we were in the process of getting cheaper insurance which we found from XXXX XXXX for {$4400.00}. XXXX had sent a payment in XXXX for {$6300.00} to XXXX which we were in the process of switching. We got our new insurance with XXXX XXXX XX/XX/year> for {$4400.00}, so our previous insurance carrier sent us a refund check for {$6300.00} so I put it into my bank account and paid it back to our mortgage and paid it back to my escrow account. With doing that my escrow should have been {$2500.00}. Then when Mr. Cooper received our mortgage they turned around and paid our old insurance carrier another {$6300.00} after my current insurance had sent in all the new paperwork to Mr. Cooper for them to switch everything on XX/XX/year>. So our previous insurance sent us another refund check of {$6300.00} so I turned around and sent {$6300.00} back to our escrow to cover that and mind you I had to send a dollar more because Mr. Cooper wouldnt let me make another payment for the same amount. So I had them run a new escrow analysis with our new insurance to lower my payment back down since our new insurance is {$1900.00} cheaper. After they done an escrow analysis our payment went up even more, well come to find out they ran it with our old insurance still because apparently they cant get it together to switch our insurance over even though they have all the paper work needed. They then are still telling me over the phone that we are still in the negative on our escrow and then I received an escrow surplus check in the mail for {$1500.00}. Why would I get a surplus check in the mail if Im in the negative but when I called about it that said I was over on my escrow and I only need {$1500.00} in our account. So I sent them {$1500.00} to be put back into my escrow and asked them to do another analysis on our escrow with the right insurance and all the money I have put back into my escrow account. So when they ran it they said my payment will go up another {$30.00} with our cheaper insurance because we will be in the negative again for our escrow which explain to me how when our insurance is {$1900.00} cheaper so the difference would then go back into my escrow account. So they told me my best bet would to just keep our insurance how it is and pay the high escrow a month so we could have some cushion at the end of the year. I have been so frustrated with them getting nowhere but for my payment to keep rising so I called XXXX on XX/XX/year> at XXXX and I was on the phone for XXXX minutes and XXXX seconds. I explained everything to them because at that time they was able to look into my account and they agreed with me saying this isnt right so the lady I talked to conference called Mr. Cooper and stayed on the phone and helped me talk to Mr. Cooper and while they was on the phone the guy we was talking to from Mr. Cooper told us that yes my monthly mortgage payment after everything will be {$980.00} but has went up to {$1100.00} and our original monthly payment was only {$840.00}. So as of today I have sent {$15000.00} into my escrow account since XX/XX/year>. Thats with the XXXX refund checks plus the surplus check and the XXXX payments I have made monthly. So tell me how they can say I am still in the negative with all that money plus cheaper insurance?! They want me to pay {$620.00} a month just to my escrow to make me out of the negative plus extra. Its not right and I am going to keep fighting until it gets resolved which is why I have now came here to send in my complaint with them. I will put down every time I have talked to them plus all the paperwork I have. 

Call Log to Mortgage Thursday XX/XX/year> at XXXXXXXX XXXX call duration XXXX minutes XXXX seconds Friday XX/XX/year> at XXXXXXXX XXXX call duration XXXX minutes XXXX seconds Wednesday XX/XX/year> at XXXX XXXX  call duration XXXX minutes XXXX seconds Second attempt on XX/XX/XXXX at XXXXXXXX XXXX  call duration XXXX minutes XXXX seconds Call to XXXX also on XX/XX/XXXX at XXXX XXXX call duration XXXX minutes XXXX seconds and note this was the call we conference in with Mr. Cooper. Which I thought we had settled and had everything right until I received my next bill that had went up from escrow shortage. While talking with XXXX they told me my payment with them would only be {$930.00} with all this and Mr. Cooper had said with them our new monthly payment would be {$980.00} only to receive my next bill of {$1100.00}. But of course when I mentioned that for some reason they have the guys name we talked to but not the recorded call for that!!! To me that is odd you have every call but not the one saying the cheaper payment. Something just doesnt add up here. 
Wednesday XX/XX/year> at XXXX a.m call duration XXXX minutes XXXX seconds they had hung up on me Second attempt XX/XX/XXXX at XXXX a.m call duration XXXX minutes XXXX seconds Third attempt XX/XX/XXXX at XXXX p.m call duration XXXX hour XXXX minutes XXXX seconds, and on this call the lady I was speaking with when I was asked to speak with someone higher up had told me that she saw the problem but didnt know how to fix it and proceeded to look into it and then when she returned to the phone call she had then said she saw the problem but couldnt fix it and she was the one that had told me it would be best to just pay the high payment to have that cushion at the end of the year. 
So there is a problem somewhere but no one wants to fix it because I'm sure they dont want to lose the money or admit that they are in the wrong. But in my 15 years of owning this house this is the first time I have ever had this problem with my escrow not decreasing after getting way cheaper insurance and them still telling me my shortage will go up with the cheaper insurance. I would like to resolve this XXXX way or another especially after sending over $ XXXX in XXXX months back into our escrow. 
Thank you for your time.

Company response to consumer: Closed with explanation