Consumer complaint received 2018-07-27
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, XXXX, a conference call was arranged and made including the North Carolina Office of the Commissioner of Banks, Nationstar Mortgage Company ( d/b/a Mr. Cooper ) and myself. This call was to resolve the issue of removing all fees and charges to my mortgage account from XXXX thru XXXX, which I had been repeatedly told would all be removed by various Nationstar personnel during hundreds of documented calls with Nationstar during that time period due to the fact that Nationstar had received and cashed a payment every month. 

During the call, it was requested that all fees and charges be removed from my account, that monies refunded to me in previous years would be allowed to be returned to Nationstar, that Nationstar would apply such monies to principal, escrow and interest and that Nationstar would have the account brought to current and good standing with only a current payment of {$610.00} being owed monthly. 

At the time of the call, the mortgage loan statement dated XX/XX/XXXX showed the principal balance as {$52000.00} and listed the total amount due as of XX/XX/XXXX {$2100.00}. The breakdown of the total amount due was : Regular monthly payment {$610.00} Total fees & charges {$330.00} Overdue payment ( s ) {$1200.00} Partial payment ( unapplied ) ( {$43.00} ) Total amount due {$2100.00} During this conference call, it was agreed upon that the Nationstar customer relations rep would get approval to remove the fees and charges, in which she stated totaled {$330.00}, from her supervisors and inform the representative from the NC Office of the Commissioner of Banks. The NC Office of the Commissioner of Banks would then contact me if the agreement was to be honored by Nationstar Mortgage and I was to mail in the agreed upon monies consisting of returning the monies previously refunded to me by Nationstar of {$990.00}, the current monthly payment of {$610.00} and the agreed upon amount of {$170.00} to bring the accounts principal to {$51000.00} and the account to good and current standing with no past due amounts. 

Immediately after receiving an email from the NC Office of the Commissioner of Banks that Nationstar had agreed to our agreement, I then mailed the agreed upon monies. This was done by in three checks dated XX/XX/XXXX and cashed by Nationstar Mortgage on XX/XX/XXXX. 

The mortgage loan statement dated XX/XX/XXXX showed the principal balance as {$51000.00} ( which agrees with the original loan amortization ) and listed the total amount due as of XX/XX/XXXX as {$610.00}, a current monthly payment with no other fees, charges, or past due amounts listed in the total amount due. I then chose to mail with the current monthly payment additional principal in the amount of {$170.00}, making the total check dated XX/XX/XXXX {$790.00}. This check was cashed by Nationstar on XX/XX/XXXX. 

Nationstar then blatantly, knowingly and dishonestly defied our agreement. Instead of applying the additional principal as paid, Nationstar added charges to the accounts activity that was not previously added to the total amount due in the exact amount of {$170.00}. I called the Nationstar rep and she informed me these charges were not specially asked to be included in the agreement. I questioned why they were not included in the total fees and charges and was informed that they had been disclosed at some point in a letter. These additional fees and charges total {$460.00} and I was informed by Nationstar that they will not waive these per our agreement with the NC Office of the Commissioner of Banks because it was not specially requested during the call. 

However, during the time of the call, the Nationstar rep knew that all charges and fees were being requested to be removed and knew that these additional amounts were not included in the total amounts listed on the statement. This is why she was conniving and used deceptive and dishonest practices when she stated the actual amount of {$330.00} that she would ask her supervisors to be waived, which was the amount listed in the total amount due on the statement. Nationstar therefore knowingly deceived me and the NC Office of the Commissioner of Banks. 

These additional fees and charges, which still have a balance of {$280.00} from the total of {$460.00}, have not been added to the accounts total amount due on the monthly loan statement dated XX/XX/XXXX which shows the principal balance as {$51000.00} and lists the total amount due as of XX/XX/XXXX as {$610.00}, a current monthly payment with no other fees, charges, or past due amounts listed in the total amount due.

Company response to consumer: Closed with explanation