Mortgage -- Trouble during payment process -- Complaint #7391787
Complaint Overview
Complaint ID: 7391787
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 95682
Date Received: 2023-08-12T12:00:00-05:00
Date Sent to Company: 2023-08-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/XXXX I received a letter from Mr. Cooper stating there were delinquent supplemental property taxes due on my property and Mr. Cooper planned to take funds from my escrow account to settle the delinquency. I immediately contacted the Tax assessor for my county and was informed that I was current on all of my taxes, but the PREVIOUS OWNER of the home had a delinquent supplemental tax bill and it was in no way my responsibility. I took my time to conference call the tax assessor and Mr. Cooper to have the tax assessor explain to Mr. Cooper that the taxes due were not my responsibility. I was told by a Mr. Cooper representative that they would do an investigation and confirm the responsibility of the taxes due and get back to me. I was also assured by Mr. Cooper representatives that " numerous letters and correspondences will be sent before we take any money out of your escrow account. '' One week later I received another call from someone at Mr. Cooper telling me they had paid the delinquent taxes out of my escrow account and my payment would be increasing as a result. I asked about the investigation and the agent had no idea what I was talking about, so I asked to speak to their manager and was disconnected. I spent 2 weeks trying to contact ANYONE at Mr. Cooper who could assist me with getting my {$3000.00} back and was told nothing could be done " everyone has to pay their taxes ''. Finally I spoke to someone who told me he would get the situation resolved on XX/XX/XXXX. I have since spoken to the Tax Auditor for XXXX XXXX XXXX who confirmed that the taxes were not my responsibility and that they would be sending Mr. Cooper a refund for the taxes paid inaccurate out of my escrow account. I have attempted to contact Mr. Cooper numerous times to find out when I will see my payment go back down and what compensation will be considered for stealing my money to pay someone else 's taxes. I have not received any response from Mr. Cooper, nor has my payment been reduced back to it's normal amount.
Frequently Asked Questions
What is Complaint #7391787 about?
Complaint #7391787 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-08-12T12:00:00-05:00.
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.