Consumer complaint received 2025-06-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: MA

Complaint narrative:
I purchased a condo and I had a mortgage broker. And after a month, my broker sold the loan to Mr. Cooper. And my first payment was due with Mr. Cooper on XX/XX/year> at the same time I had received my real estate tax for the new property And I wanted to know how Mr. Cooper was planning on paying for the real estate tax because I had an escrow account. I called them and I had asked the representative. When would they plan on making the real estate tax payment and she said we usually make the on XX/XX/year> so that it can be received for XX/XX/year> and I told the representative that it needs to be paid before and be received before XX/XX/year> or the city will charge a 14 % surcharge until the payment is received. The representative went on and stating that Mr. Cooper doesnt always make payments 10 days before its usually always made the last day of the month to the first and I said, but its not an automatic payment. It goes by regular mail. So thats why I need to be paid early so the representative stated that I should pay my own real estate tax and not have to worry that it wont reach them on time. And my payments would be cheaper and I stated that I needed to speak to my financial advisor and see if this was something that would be feasible for me to do. I was not sure not 100 % sure. But the representative went ahead and did so anyways and removed my escrow account which I had money in my escrow account. I had sold my previous home and the money that I received a big chunk of it went down towards the condo that I purchase and then I mortgaged {$100000.00} but along with that I had the acquire amount for an escrow account my insurance I paid for an upfront so it would not be included in my payments only my mortgage payment plus my real estate tax divided by XXXX. 
I have gotten my escrow account back however I had to jump through hoops to get it back because there was an investigation that went through and I have all the emails from all the representatives whom I have spoken to and stating that I was not sure if I wanted to do this or not, but they went ahead and so and the letters that they send out theyre all Not admitting the mistake that they made. And Im very annoyed with them. Theyre trying to say its not their fault, etc. etc. when I said to the representative, whom I spoke to, I wasnt sure and the representative took it upon herself and removed my escrow. I tried contacting them on XX/XX/year>, but it was already removed. They just go about doing things their own way and then lie about it And you have to jump through hoops to get it back. And theyre telling me that if I wan na escalate it then I can make a deposit upon it however, I did make a payment for my XXXX payment {$910.00} and the real estate tax that was {$270.00} went to principal instead of escrow because they removed it and I did not know that They send letter letters out at the very last second they supposedly sent out a letter for me to contact them before XX/XX/year> however I received the letter that they sent out to me on XX/XX/year> because they send their mail out late and it was XXXX a couple days before and we didnt receive mail on XXXX because of the holiday that was on Sunday. And they do it on purpose I swear. 

They are not honest theyre very sneaky and they lie and I understand theres lawsuits against them and they dont change their ways If you are to publish this information, please, I ask you to remove my name and any personal information such as address or any of that once you receive this information I do not want publicly displayed. I try to live a private life and what has been happening to me with this whole Mr. Cooper has been a severe nightmare.

Company response to consumer: Closed with explanation