Consumer complaint received 2026-02-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Mr. Cooper Group Inc.
State: GA

Complaint narrative:
Formal CFPB Complaint Regarding Escrow, Tax Disbursement Errors, and Conflicting Loan Balances! 

To the Consumer Financial Protection Bureau, I am submitting this complaint due to ongoing and unresolved discrepancies in the servicing of my mortgage loan, specifically involving escrow accounting, tax disbursements, and conflicting outstanding balances reported by Rocket Mortgage and its successor servicer. 

Loan Number : XXXX Address : XXXX XXXX XXXX XXXX, XXXX, GA XXXX Despite multiple inquiries and prior correspondence, material inconsistencies remain that have not been adequately addressed. 

First, there are conflicting escrow balances reported across official statements. XXXX Mortgage has reported escrow balances of approximately {$3000.00}, {$1100.00}, and other varying figures without a clear reconciliation explaining how these balances were calculated or adjusted after tax payments. 

Second, property tax disbursements are inconsistent and unclear. Documents show the following payments : XXXX XXXX tax disbursement of $ XXXX XXXX XXXX disbursement of {$580.00} However, annual escrow statements list total property taxes of {$3300.00}, which does not clearly align with the above disbursements. No complete escrow analysis has been provided explaining shortages, overpayments, carryovers, or remaining obligations. 

Third, payoff and principal balances are inconsistent. I received payoff related documents reflecting balances of {$3800.00}, {$3000.00}, {$3000.00}, and {$3100.00}, all within a short timeframe. These amounts vary despite referencing the same loan and period. No clear amortization or payoff reconciliation has been provided to justify these discrepancies. 

Fourth, a prior lump sum payment of {$30000.00} was made and applied in XX/XX/year>. While the servicer states this was applied to principal and a monthly payment, the remaining balance calculations do not align consistently with subsequent statements, escrow balances, or interest calculations. 

Finally, I have been assessed late fees and issued billing statements showing amounts due that appear to stem from these unresolved escrow and tax accounting errors rather than actual nonpayment. 

I am requesting that the CFPB require the servicer to provide the following : A full escrow account reconciliation showing all deposits, disbursements, and balances from XX/XX/year> to present A complete tax payment ledger identifying each taxing authority, payment date, and amount A corrected and consistent payoff statement explaining all components of the balance Written clarification of how my prior principal payment was applied and how it impacted escrow and interest Removal and refund of any fees or charges assessed due to servicing or accounting errors These issues have caused ongoing confusion, improper billing, and financial harm. I am requesting immediate correction and regulatory review to ensure compliance with RESPA and federal servicing requirements. 

Thank you for your assistance and oversight. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation