Product: Mortgage

We entered repayment plan with our Nation Star when our income decreased. Our understanding is the plan was for funds to be automatically withdrawn from our account on XXXX/XXXX/15, XXXX/XXXX/15 and XXXX/XXXX/15 and we would be caught back up. Nation Star deducted from our account on XXXX/XXXX/15 as planned, but then again on XXXX/XXXX/15 when the funds were not available. We received a fee from our bank of {$35.00} and we had other bills that were to come out before getting paid again on XXXX/XXXX/15, which would incur further bank fees. We called Nation Star to attempt to resolve. After being transferred several times and repeating the information and security questions several times and being on the phone for nearly 2 hours, Nation Star finally agreed to return the funds to our account. Nation Star stated SEVERAL TIMES that we would need to make payment arrangements on our end for the XXXX/XXXX/15 payment as they would not be taking the funds out since they already attempted on XXXX/XXXX/15 and if we did not make the XXXX/XXXX/15 payment our agreement would be void. We made sure we had the payment in for XXXX/XXXX/15 to Nation Star as they requested only to find Nation Star did in fact request the amount again on XXXX/XXXX/15, again putting our account in jeopardy and we received another {$35.00} fee from the bank and more bills due to be paid from the account, which will incur further bank fees. I called Nation Star to find out why they had requested the funds when we were specifically told REPEATEDLY they would not and it would be our responsibility. Again after several transfers, repeating the same information and security questions, Nation Star directed us to our bank stating they did not request the funds and we needed to follow up with our bank. We contacted our bank and they confirmed Nation Star did in fact request the funds. Our bank was nice enough to waive XXXX of the {$35.00} bank fees, but we still have the other {$35.00} fee and possibly will incur more until the matter is resolved. I then contacted Nation Star again and relayed the information the bank stating the second deduction from our account was indeed requested by Nation Star and requested they pay for the bank fees. I have yet to hear back from Nation Star to resolve the bank fees. The bank has agreed to reverse XXXX of the mortgage transactions, but it will take a day or XXXX and in the meantime we have other bills due to be come out of the account and will no doubt continue to incur further bank fees when it is resolved. In the several calls to Nation Star, we found that their documentation was incomplete and at times inconsistent. Each time we spoke with a representative, we were told the information was being noted in our file, however when we followed up, the information was not there or had changed. I understand there is a bit of a language barrier in speaking to the majority of the representatives which might account for some of the inconsistencies, but Nation Star lied when they said they did not request the funds from our bank account on XXXX/XXXX/15. I attempted to call to file a complaint with Nation Star and was on hold for several minutes yet again with no response.