Mortgage -- Trouble during payment process -- Complaint #18757298

Complaint Overview

Complaint ID: 18757298

Company: Mr. Cooper Group INC.

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Trouble during payment process

Sub-Issue: Fees charged

State: Illinois

ZIP Code: 604XX

Date Received: 2025-11-20T12:00:00-05:00

Date Sent to Company: 2026-01-15T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

am a homeowner with a mortgage serviced by Mr. Cooper ( Nationstar ) on my property at XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, Loan No. XXXX. I submitted a Qualified Written Request ( QWR ) asking Mr. Cooper to explain and reconcile my escrow account, including : How my property taxes and hazard insurance were being paid from escrow How they calculated an escrow shortage of approximately {$580.00} Why my monthly payment was increasing from {$1300.00} to {$1400.00} Unexplained items on my account such as lender paid expenses, lender paid adjustments, and payment reversals, and Why the principal and interest portions of my payment sometimes fluctuate in ways that do not match a typical XXXX fixed-rate amortization. In their written response to my QWR, Mr. Cooper sent me another customers complete mortgage information that is not related to my loan. The documents contained : Borrower Name : XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX Mortgage balance and detailed account information of around {$290000.00}. This appears to be a full disclosure of a different consumers non-public personal information ( NPPI ). None of this information belongs to me, and it was sent to me in response to my QWR about my own loan. In addition, the response packet contained a second attachment that appears to be an escrow / property tax / insurance analysis or accounting for that other borrowers loan ( Loan No. XXXX ). This attachment was included in direct response to my questions about my escrow, my property taxes, my hazard insurance, and my alleged escrow shortage. Because this other borrowers escrow/tax information was included in the QWR response, I am very concerned that Mr. Cooper may have : Improperly commingled or confused my loan file with this other borrowers file, and Possibly used the other borrowers tax and escrow figures when calculating or reconciling my escrow and determining my alleged shortage and payment increase. If my escrow shortage and new payment amount are based on the wrong customers data, then the accounting on my loan is inaccurate and unreliable. I have also had ongoing concerns with : Repeated escrow shortages, Unclear lender paid expenses and payment reversals, and Principal and interest allocations that do not appear to follow a standard fixed-rate amortization for a XXXX loan. I have sent a follow-up letter to Mr. Cooper requesting : A full life-of-loan transaction history and escrow history from the date they took over servicing to present, A complete amortization schedule compared to my actual payments, A detailed breakdown and explanation of all lender paid expenses, lender paid adjustments, and payment reversals, and A written explanation of the privacy breach, including whether my information has been improperly shared with others. What I want I am asking the CFPB to : Investigate Mr. Coopers handling of my loan servicing and escrow, including whether they are calculating my escrow shortages and payment increases using the correct data for my loan and property. Investigate the privacy breach, including the disclosure of another borrowers full mortgage file to me, whether my information has been disclosed to others, and whether Mr. Cooper is in compliance with federal privacy and data security requirements. Require Mr. Cooper to provide a complete written reconciliation of my loan and escrow from transfer to present, including : Month-by-month payment and application to principal, interest, escrow, and other ; Complete escrow in/out history ( taxes, insurance, and any other disbursements ) ; Detailed explanation of all lender paid expenses, lender paid adjustments, and payment reversals ; A full amortization schedule matched to actual application of payments. Require Mr. Cooper to correct any misapplied payments, inaccurate escrow shortages, or improper charges, and to update my balances and monthly payment if any errors are found. Require Mr. Cooper to implement appropriate controls and safeguards to prevent further privacy breaches and commingling of loan files. I am attaching copies of : My original QWR, Mr. Coopers written response showing another borrowers loan information and escrow/tax attachment, and My follow-up letter describing the breach and requesting full reconciliation.

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