Consumer complaint received 2024-02-21 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:
In XXXX of XXXX, my mortgage company Mr. Cooper debited {$14000.00} from my escrow account with the description, `` County Tax ''. 

I checked my Property Tax Payment History page on the XXXX XXXX Treasurer and Tax Collector website to see if a payment was received and it wasn't. 

I called Mr. Cooper to confirm a payment was sent, and the representative confirmed it was sent via their tax payment company XXXX. I also asked why this payment was made, and they couldn't give me an answer. 

I called the XXXX XXXX XXXX XXXX Collector, and they said they didn't receive any payments for my property. They were able to confirm they received a check for {$14000.00} on XX/XX/XXXX from XXXX with the check number XXXX, but that it didn't have anything to identify my parcel/property and was deemed an " unidentified payment ''. I was instructed to contact Mr. Cooper with this information, as they were the only ones who could initiate a refund of the payment. 

I called Mr. Cooper and gave them all of this information, including an email address for the supervisor at the XXXX XXXX XXXX Tax Collector 's office, the check number and receipt date and our property information. I was told they would initiate a refund with XXXX XXXX XXXX and they would follow up with me, but a week later they still hadn't done so. When I called for an update, I found nothing had yet been done. 

After this payment was made, it caused my escrow balance to go to - {$12000.00}. My monthly escrow payment went from {$510.00} to {$3800.00}. 

In XXXX I asked Mr. Cooper for my case to be escalated as no progress had been made. I was assigned an agent named XXXX, who worked on my case until XX/XX/XXXX with no progress being made on a refund. After XX/XX/XXXX he stopped returning any of my phone calls. 

I asked for my case to be escalated again, and I was assigned a new agent named XXXX. She has been working on getting this refund processed from XX/XX/XXXX until now ( XX/XX/XXXX ) with no progress being made. 

Since XXXX of XXXX, I have made payments to my Mr. Cooper escrow account in the amount of {$7900.00}, and my balance is currently at - {$5000.00}. 

In summary, a payment of {$14000.00} was made on my behalf from Mr. Cooper to the XXXX XXXX XXXX Tax Collector. They received they payment, but due to Mr. Cooper 's ( or XXXX 's ) mistake it was never assigned to my property. Despite me catching this mistake and bringing it to their attention over XXXX months ago, they haven't taken the necessary steps to have the payment correctly assigned or refunded. They have continued to charge me for escrow on my monthly mortgage payments to correct the negative balance in my escrow account created by their erroneous payment, leaving me with less money to pay my XXXX tax payments which are now due. The {$14000.00} has been made unavailable to me without it being applied to my escrow, mortgage, property taxes, or being refunded.

Company response to consumer: Closed with explanation