Consumer complaint received 2020-02-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Mr. Cooper Group Inc.
State: OH

Complaint narrative:
on XX/XX/XXXX my mortgage servicer paid the county tax bill of {$2500.00}, which resulted in a - {$1200.00} escrow balance. The problem is, per the county auditor site, my tax bill was only {$1300.00}, and, after further research, I discovered that the parcel # that was paid did not belong to me. Since my taxes were not paid on time, I was charged a fee of {$130.00}. During this time. I was looking to refinance my loan to get into a better interest rate by taking advantage of the VA IRRL program. While reviewing the closing documents on my new loan, I noticed that there were delinquent taxes being rolled into my loan, and that is when it was discovered that the wrong parcel was paid. On XX/XX/XXXX, I called Mr Cooper to escalate the issue of the wrong parcel being paid, and advised them that I was in the process of refinancing. They advised me that they will escalate the issue and will get it corrected and, if the loan is paid off, I will get a refund in the mail. They promised to reach out to me in a couple of weeks once resolved. On XX/XX/XXXX I signed my closing documents for the new loan, which had the delinquent tax amount of {$1500.00} being added on the new loan. My loan with Mr. Cooper was paid off on XX/XX/XXXX. On XX/XX/XXXX, I called Mr. Cooper to check on the status of my refund. At that time I was told that everything is still being processed, and there was a case open to look into my tax escalation. I was told to give it a few more days for an update. I called back on XX/XX/XXXX and was told that my case had been closed since my loan was paid off, and the tax department could not do anything on my account. I was transferred to the escalation department and spoke with XXXX, who stepped up and owned the issue and apologized that the case was just closed without correcting the mistake. She attempted to reach out to the county auditor to find out how to start the refund process. She advised me she would follow up with me once she has a response. I followed up with XXXX on XX/XX/XXXX by email, with no response, then I called on XX/XX/XXXX to speak with her, but she was unavailable so I was transferred to another escalations representative. I, again, was told that there is nothing they can do since my loan was paid off. I had to explain the whole situation again about it was their error for paying the wrong parcel, that money was taken out of my escrow account to pay someone else 's taxes, and that is the responsibility of servicer to fix that. The representative agreed that they should fix the issue. I was told that they will research and give me a call back by end of day. Again, this call took place on XX/XX/XXXX, and I still have not received a call back from Mr. Cooper about the escrow issue. 

I should not have to continue to call and escalate this to get traction on an error that this loan servicer made. I am owed the total amount of {$2700.00} ( which includes the XXXX fee for paying my taxes late )

Company response to consumer: Closed with explanation