Consumer complaint received 2025-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
b'Previous to my conversation with Mr. Cooper in XXXX XXXX they had already paid the tax installment XXXX XXXX XXXX XXXX XXXX XXXX late (due on XXXX - paid on XXXX on XXXX XXXX  They did not pay the taxes for XXXX XXXX XXXX XXXX XXXX  the bill that arrived was for delinquent payments, not a supplemental tax bill. In fact, I had a very long conversation explaining this with the customer service representative. During this conversation, I confirmed multiple times that I understand what a supplemental tax bill is and that I understand that those are my responsibility (which I do understand and did understand then). Following that conversation, the customer service agent looked into the delinquent bills. I explained multiple times that there were XXXX  XXXX  on my account. I gave her the XXXX  numbers, I gave her all of the amounts due foXXXX XXXX XXXX along with the dates they were due. She confirmed that she now understood there were XXXX XXXX XXXX XXXX property tax bills that were delinquent (not supplemental). \n\nI confirmed that the following payments would be made in addition to the delinquent payments:\n\nI stated, XXXX XXXX XXXX XXXX  was to be paid by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I then confirmed AGAIN that she understood there were XXXX XXXX and they XXXX  had delinquent tax bills. \n\nAfter checking multiple times that she understood the issue, she confirmed that yes, she understood that taxes for XXXX  XXXX  of land needed to be paid. She assured me that the above-mentioned payments would be made. \n\nInstead, for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. They made no payment to XXXX XXXX XXXXn\nAt the end of XXXX I received a check for XXXX  because my escrow account had a surplus. I reached out again to make sure they were sure about the surplus. I event waited a month to consider cashing the check because I was sure they made a mistake. After checking twice that the check was correct and that all of the property taxes were current, I requested a re-print of the check (because I had accidentally spilled something on the original check). I deposited that check in XXXX XXXX. \n\nNow, in XXXX XXXX XXXX received another delinquent tax bill for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX reached out and let Mr. Cooper know on XXXX XXXX XXXX  via email address \tXXXX  (listed in the Mr. Cooper website but very hidden from the public). It took a ridiculous amount of time to find this email address but I did not trust a phone conversation because the last person I spoke to did not address my concerns at all and that is how I ended up in the situation. I received an auto-response that I would receive an update in XXXX  days. I then reached out to Mr. Cooper to confirm that they received my email.I only reached out via a second channel to double-check because of their previous incompetence. I was then told that nothing would have been done if I had not reached out. It said nowhere on the website or in the auto-response that I needed to call to double-check that the company was addressing my concerns. I filed the CFPB complaint after that ridiculous situation. I did not hear anything back about my property tax concerns other than the escrow analysis saying that I had a shortage of XXXX The company incorrectly stated that this was communicated in XXXX XXXX - it was not. When I received that information, I did not respond because the message said that if I did not respond, then the shortage would be spread over the next XXXX  months, which was manageable. I never received an update about the additional shortage. I only found that out because I checked my online account. That is when I called to make a complaint. \n\nThis is 100% unacceptable. I called and asked to make a complaint and explain my XXXX; instead, I just had to explain the entire situation again. The customer service agent had nothing to say; all she did was read excerpts from the CPFB letter. I dont blame her - I know it is not her fault - but I asked for my complaint to be escalated multiple times, and she said it was already at the escalated level.  I asked to be sent an itemized invoice for each payment that Mr. Cooper made to the county assessor - I specifically noted that I want to be able to see how much of the payment went to penalties and how much was paid to the tax bill. They did not send that. They just sent copies of documents that are already easily accessible in my online portal.\n\nXXXX XXXX XXXX, I received a response from the company, to which I am now responding. The only thing they did was acknowledge what I could figure out from various statements. They did not address the money lost due to their error or the extreme XXXX XXXX XXXX XXXX I am in due to their error. They did not acknowledge that they had been told in XXXX XXXX  about the XXXX XXXX. All they did was apologize for the most recent mistake and act like it was all news to them that there was any issue. \n\nThe cherry on top of this XXXX: throughout my time with Mr. Cooper, I have constantly received XXXX  calls and emails to refinance or to take equity out of my home. Meanwhile, I cant get customer service to help with any real issues. On XXXX  XXXX, I asked for the XXXX  time via phone conversation to be removed from their marketing list, in addition to the numerous times I have made this request via email or unsubscribe button. \n\nI do not consider this issue resolved in the slightest. Nationstar has a reputation for failing its clients, and I intend to continue holding this company accountable for its negligence.'

Company response to consumer: Closed with explanation