Consumer complaint received 2025-12-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: NJ

Complaint narrative:
I am filing this complaint as a follow-up to a prior CFPB complaint regarding escrow mismanagement by my mortgage servicer ( CFPB case reference : XXXX ). The companys response to that complaint was conclusory, non-substantive, and failed to address the underlying servicing errors. The issue remains unresolved and continues to cause financial harm. 

The servicer conducted an escrow analysis that significantly increased my monthly payment based on an inflated and inaccurate property tax projection. In performing this analysis, the servicer failed to account for documented property tax payments that were made with a prior servicer, despite those payments being verifiable and material to the escrow calculation. 

I provided information indicating that a portion of the tax obligation used in the escrow analysis had already been paid. The servicer did not reconcile these payments, did not explain why they were excluded, and did not correct the resulting error. Instead, the company asserted that its analysis showed an increase, without addressing the accuracy of the inputs used to reach that conclusion. 

In its prior CFPB response, the servicer : Failed to provide a reconciliation of prior tax payments Failed to explain the methodology used to project future tax liability Failed to demonstrate compliance with RESPA and Regulation X requirements governing escrow administration and error resolution Failed to correct or justify the inflated escrow shortage that resulted from its own assumptions The response did not dispute my evidence, provide documentation, or meaningfully investigate the error. It merely restated the outcome of the escrow analysis without addressing whether that analysis was based on correct information. 

As a result, I continue to be subjected to an artificially inflated escrow balance and monthly payment, despite the underlying tax obligation being overstated. This constitutes ongoing financial harm caused by the servicers failure to properly administer my escrow account and to reasonably investigate a borrower dispute. 

This complaint concerns ongoing escrow miscalculation, failure to reconcile known payments, and failure to respond substantively to a servicing dispute, not a disagreement with a discretionary decision. I am requesting that this complaint receive a higher-level compliance review rather than procedural closure. 

I am requesting that the servicer be required to either : 1. Provide a complete escrow reconciliation that accounts for all prior tax payments and accurately reflects my actual tax liability, or 2. Correct the escrow analysis and associated payment increase resulting from its failure to include verified payments Absent such action, the servicers conduct raises serious concerns regarding compliance with federal servicing obligations and the integrity of its escrow administration practices.

Company response to consumer: Closed with explanation