Consumer complaint received 2025-05-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, CA XXXX - Complainant- Vs 1 ) .Mr Cooper NationStar Mortgage LLC XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX XXXX 

2 ) .Lakeview XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX FL XXXX. 
-Defendants- WITH RESPECT TO ATTENTION ADMINISTRATIVE JUDGE OF THE CONSUMER FINANCIAL PROTECTION BUREAU . 

( 1 ). I XXXX XXXX and my wife XXXX XXXX XXXX bought a house on XX/XX/XXXXXXXX  at above mentioned address XXXXXXXX XXXX XXXX  XXXX, CA XXXX subject to the mortgage. Originally the lending company was XXXX XXXX XXXX and currently above -mentioned two companies have been involved for processing and collecting this mortgage payments. 

( 2 ) .The full mortgage amount is $ XXXX subject to the fixed annual interest rate of 3.375 %. Monthly principal and interest installment is {$1400.00} and the full mortgage amount and the interest should be paid off by XXXX installments ( 30 years ). 

( 3 ) .Thereafter we moved to the new house and the Covid -19 pandemic started at the same time and the the the state Implemented a mortgage forbearance program and we were qualified for this program. Therefore we had an extension to start to pay mortgage XX/XX/XXXX instead of XX/XX/XXXX. 

( 4 ) XXXX XX/XX/XXXX, Covid-19 payment deferral approval letter was received and we accepted the deferral plan. According to the deferral plan, the followings are the basic figures that I accepted. 

( 5 ) .The total deferral amount {$31000.00}. XXXX has been placed into a second non-interest bearing account and the deferral balance due in a lump sum payment when I pay off the full amount of the mortgage and the interest or sell the home or refinance. The deferral amount consists as follows ; Unpaid principal and Interests {$25000.00}. XXXX Other payments ( Property taxes, home insurances, Mortgage insurances ) {$5.00}, XXXX. XXXX XXXX {$31000.00} ( XXXX ) .Therefore there was no shortage of escrow account on XX/XX/XXXXXXXX  because the entire amount including escrow account balance was transferred to the second non interest mortgage under the California State Regulations . 

( 7 ) .Following figures are paid through an escrow account to the correspondent items. 

Year XXXX Property Taxes {$6400.00} Home Insurance {$1000.00} Mortgage Insurance {$1100.00} Total {$8500.00} Deduct the amount already transferred to Deferral ( {$5700.00} ) Account. 
Total paid through escrow account {$2800.00} Year XXXX Property Taxes {$6500.00} XXXX XXXX {$1200.00} Mortgage Insurance {$1100.00} Total paid through escrow account .. {$9000.00} Year XXXX Property Taxes {$6700.00} Home Insurance {$2000.00} Mortgage Insurance {$1100.00} Total paid through escrow account .. {$9900.00} Year XXXX. 
Property Taxes {$3300.00} Home Insurance {$2500.00} Mortgage Insurance {$1100.00} Total paid through escrow account. {$7100.00} Year XXXX ( Up to XX/XX/XXXX ) Property Insurance {$2500.00} Property Taxes {$3400.00} Mortgage Insurances {$660.00} Total Paid through escrow account .. {$6700.00} Grand Total Paid through escrow account up to XX/XX/XXXXXXXX  {$35000.00} ( XXXX ) .I started to pay mortgage installments for the month of XXXX, XXXX and up to now I have not defaulted any installments. Following figures that I have already paid to the escrow account by instalments. I calculated the escrow amount of each installment by deducting the fixed principal and interest amount of {$1400.00}. 

Year XXXX The total Paid by instalments by the customer each year to the escrow account {$1200.00} Year XXXX The total paid by instalments by the customer each year to the escrow account {$7800.00} Year XXXX The total paid by instalments by the customer each year to the escrow account {$11000.00} Year XXXX The total paid by instalments by the customer each year to the escrow account {$11000.00} Year XXXX ( Up to XX/XX/XXXXXXXX  ) The total paid by instalments by the customer each year to the escrow account {$4700.00} Grand Total .. {$36000.00} ( 9 ). As above mentioned figures, I have already overpaid {$880.00} ( $ XXXX {$35000.00} ). There should be another {$710.00} to satisfy the minimum escrow balance required by the state law regulations. 

( 10 ). But the loan collector Mr Cooper sent me a letter including escrow analysis on XX/XX/XXXXXXXX  that I have a shortage of {$5100.00} and they increased my mortgage instalment up to {$2700.00} instead of the current payment of {$2500.00} effective from XX/XX/XXXXXXXX  ( XXXX ). According to my calculation, my next mortgage installment should be less than $ XXXX. 

( 12 ). And also Mr Cooper has started his service on XX/XX/XXXXXXXX  and failed to give an escrow analysis up to XX/XX/XXXX. According to Mr Coopers escrow analysis his account year starts XX/XX/XXXXXXXX  to XX/XX/XXXXXXXX  and violated the state regulations by not analyzing the escrow on the date XX/XX/XXXXXXXX  which was the date he take over the services. 

( 13 ) I discussed this issue with an agent of Mr Cooper over the phone and promised to issue a new escrow analysis within 10 days on XX/XX/XXXX, but they failed to issue a correct escrow analysis. And also again on XX/XX/XXXX, I discussed and informed Mr Coopers agent through a chat and they dont agree with my version. 

( 14 ) .We will face irreparable loss if we fail to pay higher unreasonable monthly installments because they can foreclose our property. We have XXXX kids and a patient under the XXXX  process and losing the property will be a great loss for us. 

( 15 ). After the state approved forbearance plan, we have paid all the installments regularly without any late fee or fine. 

Therefore I respectfully request from this bureau, a ). Issue a notice on XXXX XXXX defendants and order for explanation regarding the incorrect escrow analysis report issued on XX/XX/XXXXXXXX  b ). Order for preparing a new corrected escrow analysis as soon as possible c ). Issue a declaration that defendants have violated the state law relevant to the escrow calculations d ). Order to pay $ XXXX for the inconvenience faced by the complainants e ). All other proper and legal remedies that are available according to the law. 


XXXX XXXX XXXX

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