Mortgage -- Trouble during payment process -- Complaint #4393071
Complaint Overview
Complaint ID: 4393071
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Texas
ZIP Code: 77583
Date Received: 2021-05-20T12:00:00-05:00
Date Sent to Company: 2021-05-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This complaint is regarding my escrow account. Mr. Cooper made incorrect disbursements for the XXXX tax year and failed to return the excess amount totaling {$9400.00} ( details below ). There are four disbursements for the tax year XXXX : MUD taxes for the amount {$2200.00} dated XX/XX/2020 , County taxes for the amount {$5100.00} dated XX/XX/2020, Mud taxes for the amount {$470.00} dated XX/XX/2020 , County taxes for the amount {$1100.00} dated XX/XX/2020. The published appraisal/amount due in XXXX for County taxes and MUD taxes are {$1100.00} and {$470.00}, respectively. The disbursements made on XX/XX/2020 match these amounts owed. The other two disbursements however, in the amounts {$5100.00} and {$2200.00} ( for a total of {$7300.00} ), are not reported as received or processed by the county tax office after contacting them directly, yet remain deducted from the Escrow balance. These payments were mistakenly made on Mr. Coopers part and should be refunded to the account. This is my second complaint regarding the issue ( see Case Number XXXX which was closed without resolution ). Following this complaint, Mr. Cooper provided a ledger for the account which clearly showed disbursements made in the incorrect amounts IN ADDITION TO a remaining Escrow balance of {$2100.00} for 2020 totaling {$9400.00} ( the aforementioned value of {$7300.00} + {$2100.00} ) I would expect to be refunded. I have contacted Mr. Cooper via phone customer support 5 times regarding the issue with no replies ( I am told to allow 7-10 business days and have not received one reply ). I have contacted Mr. Cooper via online messaging customer support 3 times with no resolve. I have previously reported the issue to the CFPB which was closed pre-maturely. I have contacted a customer relations specialist for Mr. Cooper and their investigation team directly - I was told to allow 30 business days for a resolution - today marks 40 days. THIS IS UNACCEPTABLE.
Frequently Asked Questions
What is Complaint #4393071 about?
Complaint #4393071 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-05-20T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.