******* Called to request removal of escrow. Asked for supervisor to get request resolv...

GetHuman3118367's customer service issue with Mr. Cooper from June 2019

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******* Called to request removal of escrow. Asked for supervisor to get request resolved. Talked to Andrea Andrea Marrows(sic?) and after few minutes calculations was told the required amount to loan balance to be considered for escrow removal. The amount was for $****** . My bank sent $***** on *******. Voicemails between me and Andrea goes acknowledgements of the calls in regards to the status. ******** Received several voicemail calls from Andrea this day about submission of the request. I decided to call the customer service line and was able to talk to a live person. I was told Andrea has not been at work since ******* and is not at work this day *******. She said she will submit the request because it has not been submitted. I was told the $***** was received but the monthly mortgage of $*,*** was applied*deducted from the amount. So there is only $**,**** remaining. The June payment was paid and July payment is still way off. *At *:**PM Lucas, introduced himself as one of the escalation manager called and after several discussion and himself calling my bank to verify the check cleared on ******* finally said that the computation was wrong and i do not qualify for the removal of escrow. I requested for the return of the $**,*** and was told it will be returned to me by check in ten(**)days.*Just to make clear, I previously prepaid my property tax in November **** for $!,*** and reported and sent the receipt to Nationstar*Mr Cooper and in April **** was refunded to me for $****.*Will this be resolved? Will I received the same amount that I paid...?

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Mr. Cooper

Customer service issue
Reported by GetHuman3118367
Jun 20th, 2019 - 3 years ago
Not resolved
Seen by 90 customers so far
Similar issue to 102 others
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GetHuman3118367 started working on this issue
Jun 20th, 2019 12:39pm
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Jun 20th, 2019 12:39pm
GetHuman3118367 indicated the issue is not fixed yet.
Jun 24th, 2019 4:42am