Consumer complaint received 2024-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Much of the following information is taken from the same requests we have sent directly to Mr. Cooper. We have followed all of their processes from calls, to chats, to emails in our account, to a separate email address they provided us for detailed complaint resolution. We are now about XXXX months into our attempts to get answers, and we have just been tossed from XXXX agent and/or department to another with no resolution. However, they do make promises they are reviewing, or will get back to us. Please note that all of these issues are following a very serious breach of our personal information back in late XXXX. It is not difficult to understand why we are leery of this company and their business practices. Our current complaint is based on the concern that Mr. Cooper is not upholding their fiduciary duty to maintain and collect on our escrow account in a manner that is in our best interest. 

We have experienced repeated issues in attempting to correct our new monthly payment for the XX/XX/XXXX date. We understand that the escrow analysis is on an automatic annual schedule. However, Mr. Cooper performed this in XXXX at the same time we were receiving our new quote for homeowner 's insurance with XXXX XXXX. Our XXXX XXXX quote came back at {$260.00} less than last year, but Mr. Cooper 's escrow analysis used the XXXX amount for the escrow estimate. 

Once again, since that time, we have been calling and emailing Mr. Cooper regularly to request an update. This was finally accomplished with the correct amount on the escrow analysis dated XX/XX/XXXX. Unfortunately, our online account is still showing that we owe a monthly payment of {$2100.00}, effective XX/XX/XXXX. Research of our account will show this monthly amount is actually connected to the escrow analysis dated XX/XX/XXXX, which was the original analysis based on the incorrect annual insurance payment. 

I have included attachments that may help with our concerns and the research of this issue. The first is the new escrow analysis ( mentioned above ) that posted to our account yesterday. This now shows that our new payment amount is {$2100.00}. While we agree this does reflect an accurate new monthly payment, we are questioning the payment date. This new date should have been XX/XX/XXXX. I am also attaching the log from my chat session with Mr. Cooper representative, XXXX, that took place on XX/XX/XXXX. During this chat, I explained that we were requesting the escrow re-analysis based on the new insurance payment. I also asked specifically about the new escrow amount taking effective on XX/XX/XXXX. The chat representative confirmed that this would be in effect for the XX/XX/XXXX payment. You can see the representative 's response to that question on the second page of this chat. 

There is no reason for our XX/XX/XXXX payment to amount to be above the corrected, new monthly amount on our XX/XX/XXXX escrow statement. The only incorrect issue on that statement is information that reflects our " previous '' payment amount being the {$2100.00}. THIS IS NOT CORRECT. You can see that by looking at our XX/XX/XXXX payment amount that was just made this week. The actual previous amount was {$2000.00}. 

Requiring us to pay over the amount we actually owe is a mismanagement of our payment and escrow amount.

Company response to consumer: Closed with explanation