Consumer complaint received 2024-02-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: RI

Complaint narrative:
On XX/XX/XXXX, I received a notice in the mail from my city tax collector stating that I had a delinquent tax bill on my house from XX/XX/XXXX. The letter stated that if I do not pay the delinquent bill and interest accrued by XX/XX/XXXX, my house will be listed for tax sale. I was confused by this because I had an escrow account with my mortgage company, Mr. Cooper and had never been late or missed a payment. I also checked on Mr. Cooper 's website and saw that they had made all payments. I immediately called Mr. Cooper 's customer service line and spoke to a rep. The rep did not understand my inquiry at first and I had to explain it several times. After some discussion, we determined that my home had two parcels and that Mr. Cooper had only paid for one parcel in XXXX. Therefore, Mr. Cooper never made the tax payment for the other parcel in XXXX and there was a delinquent bill. In XXXX, my home underwent a tax assessment, and the tax bills for the two parcels were then billed as one bill. Therefore, the XXXX tax bill was paid without issue. The rep assured me that the issue would be looked at first thing on XX/XX/XXXX and to call back in 7 days if I do not receive a letter from Mr. Cooper stating that the issue had been resolved. 

On XX/XX/XXXX, I still did not hear anything from Mr. Cooper, so I decided to send them a copy of the delinquent tax notice on the website and request an update from my call on XX/XX/XXXX. I received a reply on XX/XX/XXXX stating that the research team would have to look into my question and would respond in XXXX business days. 

On XX/XX/XXXX, I still did not receive any information from Mr. Cooper, so I called the customer service line once again. The automated service kept telling me that my taxes were paid and then hung up on me. I kept calling and trying until I could speak with a representative. The rep reiterated the message I received on the website and told me that I would have to wait the XXXX business days from XX/XX/XXXX to get an update. I asked about my XX/XX/XXXX phone and the rep stated that the wrong tax code was entered so that would delay the process. The rep then said actually the correct tax code was entered so I should receive a response by XX/XX/XXXX, or XX/XX/XXXX at the latest. 

On XX/XX/XXXX, I still did not receive any information from Mr. Cooper. I called the customer service line again and once again ran into issues with the automated service stating all taxes were paid followed by ending the call. I eventually got through to a customer rep who reiterated that all taxes had been paid. I stated that I had a delinquent tax notice and would like an update from my calls on XX/XX/XXXX and XX/XX/XXXX. The rep told me once again that all tax bills had been paid by Mr. Cooper. I explained the issue once again to which the rep claimed that I did not have an account with Mr. Cooper prior to XXXX and that I should contact my previous mortgage company, XXXX. I stated that I made my first payment to Mr. Cooper in XX/XX/XXXX, and I did have an account since XXXX. The rep then told me once again that all tax bills had been paid and that Mr. Cooper would not miss a payment. I once again explained that there are two parcels and that Mr. Cooper did not pay the bill for the second parcel in XXXX. The rep then put me on hold for 15 minutes. After this, the rep answered and acted like she couldn't hear me on the phone. She then hung up and ended the call. 

After this instance, I tried to call back to customer service, but ran into the same issue with the automated system. I decided to try the chat on the website instead. After speaking with a rep in the chat, I was told to send an email to another address explaining my issue and to allow 5 business days for it to be rectified. I stated that the bill was due in two days, on XX/XX/XXXX or my house would be listed for tax sale. The rep told me " no worries '' and that they would rectify the issue. 

I found this entire process to be extremely frustrating and unprofessional from Mr. Cooper. They have been misleading and argumentative throughout this whole process. Even though I made all of my payment on time and in full each month, I am now worried that I am going to lose my home because they did not pay the tax bill like they were supposed to. To add to the frustration, it is clear that the customer representatives simply do not care at all about my issue.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief