Consumer complaint received 2024-09-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: OK

Complaint narrative:
It started when I received my escrow review statement form my mortgage company, Mr. Cooper, dated XX/XX/year>. The statement stated that my escrow was now {$00.00} and that my monthly payment was increasing form {$1200.00} to {$1800.00}. I immediately called to hear that my insurance had increased to approximately {$4900.00} from approximately {$2900.00}. Taken by surprise, I called XXXX XXXX, my insurance, and they quickly told me that was wrong and that my insurance had increased but only about {$200.00}. I then searched out my tax information and found also that they had not increased to the amount that would justify the increase they had stated. I then called Mr. Cooper back to voice that the insurance had not increased to such a ridiculous amount and proceeded to send a copy of the newest statement to them with the correct insurance amount. I was then told that they would look at the statement and make adjustments and I would hear from them. After not hearing, I called Mr. Cooper back again and was told they had never received the information. I then proceeded to resend them my insurance information, but this time noted online that the insurance listed on my account was not XXXX XXXX but instead XXXX XXXX XXXX XXXX. With another telephone call, I informed the representative that they had made a mistake, and they then proceeded to investigate and find that the insurance they had paid was not my company, XXXX XXXX. They voiced that the company that was paid, XXXX XXXX XXXX would refund the money and upon receiving the refund a re-assessment would be made for the escrow and monthly payment. I was told to call back on the XXXX to check to see if the refund had been received. However, before this, I received the monthly statement stating that I was still being charged the {$180000.00}. I called again at that time to ask why they were still charging me for a mistake they had made. I had resubmitted my insurance information so they had the correct information, and they still proceeded to ignore that fact and had not corrected the amount but continued to charge me the amount for their mistake. They then proceeded to say they had to have the refund to correct the mistake and could not correct it until the other company, XXXX XXXX XXXX, that had been paid by mistake refunded the money. I then called on the XXXX to ask to be told to wait one more day. This I did and was then told they still did not have the refund. They told me they had made an adjustment that made my payment only go up {$400.00} instead of the {$600.00}. I proceeded to voice this amount still made no sense since the increases from insurance and taxes had been so small. They then voiced that there had been XXXX issues that had to be fixed and XXXX had been fixed but the refund had still not been received. It's still unclear what they " fixed, '' but my monthly payment was still {$400.00} higher than my original payment. After some time of discussion, they proceeded to decide to call XXXX XXXX and since the check that they were to send had not been received or cashed they cancelled that check and proceeded to write another. They said that we would have to wait another 13 days to see if it was received. That again would leave me responsible for that bill charging an extra {$400.00} knowing their mistake, and knowing it was the wrong amount. All the while, refusing to reassess the amount that I owe. Now, this is still in process and as of now we still have not come to the payment date of the XXXX. I have turned off my auto draft so that they would not be able to withdraw the amount that is knowingly wrong, which was recommended by XXXX of their representatives, but if I end up paying late then I'm the one that will take a hit to my credit and likely get stuck with late fees. My main point here is the fact that they made a mistake with my account, emptied out my escrow paying for an insurance that isn't mine, and are now trying to charge me significantly more than I should owe despite having all the necessary information to fix the issue. To have all the right information but not be able to tell me the right amount to be payed and bill me the correct amount is not right. Fraud? Theft? Whatever it is, it is asking for payment for an amount that they know is not correct. They have stated they could not correct my account when the money is not there yet demand that I have the money that they are asking for, which is not the correct amount. All the correct information is there yet they're still trying to bill the wrong amount from the mistake that they made. 

Attached is a copy of my XXXX XXXX insurance for this year and an image of the incorrect XXXX insurance on my account.

Company response to consumer: Closed with explanation