Consumer complaint received 2026-03-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: VA

Complaint narrative:
To Whom It May Concern, I am submitting a new complaint regarding ongoing and repeated misconduct by my mortgage servicer, Nationstar Mortgage LLC d/b/a Mr. Cooper ( the company ), concerning my Virginia Veteran Real Estate Tax Exemption . I previously filed a CFPB complaint on XX/XX/XXXX, case # XXXX, regarding the companys refusal to honor my exemption and their continued collection of escrow for property taxes that I am legally exempt from paying. As documented in that complaint, I was granted the XXXX XXXX XXXX Veteran Real Estate Tax Exemption due to my status as a 100 % XXXX XXXX XXXX XXXXXXXX veteran. The exemption clearly states that beginning in XXXX, the tax amount due on my property is {$0.00}. During the prior CFPB investigation, the company refunded the improperly collected escrow funds and corrected my escrow account, acknowledging the exemption. However, immediately after the case was closed, the company reversed the corrections and resumed collecting escrow for property taxes. The company now claims they resumed escrow because they sent money to XXXX XXXX XXXX. This is inaccurate. XXXX XXXX XXXX has confirmed directly that I owe no taxes, that I am fully exempt, and that it refunded the money to the mortgage company in XXXXXXXX XXXX XXXXXXXX and instructed them to stop sending payments. XXXX XXXX XXXX has also informed me that they obtained tax records erroneously through a company called XXXX. Despite this, the company has : ( a ) Reinstated escrow collections for taxes I do not owe, ( b ) Ignored the countys refund and written confirmation, ( c ) Failed to correct my account after multiple attempts, ( d ) Become unreachable by phone, email, and chat for the past two months, ( e ) Withheld funds that should be returned to me, and ( f ) Repeated the same misconduct previously addressed by the CFPB. This behavior demonstrates a pattern of noncompliance, disregard for official county documentation, and a failure to maintain accurate escrow records as required under federal servicing standards. I am requesting that the CFPB : ( a ) Reopen or initiate a new investigation into this repeated misconduct, ( b ) Require the company to permanently correct my escrow account to reflect a {$0.00} tax obligation, ( c ) Ensure all improperly collected escrow funds are refunded, ( d ) Review the companys failure to respond to consumer communications, ( e ) Determine whether the company is violating RESPA, Regulation X, or other servicing obligations. I am prepared to provide : ( a ) The original exemption approval letter, ( b ) The countys confirmation of my exemption and refund, ( c ) Correspondence showing the companys reversal, and ( d ) Prior CFPB complaint documentation. I do not have any current communication as they phone hangs up everytime I pick the option for escrow and the online chat is an endless loop. Thank you for your assistance. I respectfully request prompt review due to the ongoing financial impact and the companys refusal to communicate. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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