Consumer complaint received 2016-02-09
Company: NATIONSTAR MORTGAGE LLC
State: OR
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX of XXXX, I attempted to have the PMI removed from my home mortgage loan held by NationStar Mortgage. The whole process was extremely taxing and time consuming. I was passed from one person to the next, phone calls were not returned, and all communication came from my instigation. It took me over 4 months to get through the process, having to repeatedly provide paperwork and submissions that I had provided previously in the process multiple times. This only happened because I called repeatedly and was incessant about getting this removed. Once I finally was assigned someone to help me, he continually lost paperwork, claimed I did not follow procedures ( which I did to a tee as I was being told by him directly ) and consistently was not contacted when the rep said he would. My particular customer service rep was XXXX XXXX ( XXXX ). He handled the process of having the PMI removed once I was able to get someone to take ownership. I followed all of the steps outlined and in the end was told by XXXX that the PMI was successfully removed. I was told on XXXX/XXXX/XXXX that the appraisal provided had been confirmed and that a request had been sent to the escrow department for an escrow analysis to be obtained. From there, after not hearing back from him as I was told I would, I left 4 messages between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, finally speaking with him and getting his confirmation that the PMI had been removed from my loan and that my new payment would be {$1200.00} ( {$930.00} of which would be to the principal ). XXXX told me on XXXX/XXXX/XXXX during our call that my new payment would be in effective as of XXXX XXXX. I should note that I was in Chapter XXXX proceedings at that time, however the mortgage was kept out of the BK process, and therefore no payment has ever been sent from the Trustee assigned to my case. From XXXX XXXX - Current ever payment of {$1200.00} has been sent on time and NO notification that I have ever been late or short has ever been sent or provided by NationStar. 

Fast forward to XXXX XXXX. I began the process of attempting to refinance my home in order to take some equity out and payoff the BK as well as to make some home repairs. When our lender attempted to get a payoff on the NationStar loan, we were told that I am in arrears, and that the loan is not current as the payment per month is {$1500.00} ( not the {$1200.00} that my rep, XXXX XXXX, had quoted me ). After another SEVERAL hours on the phone ( all documented with time stamps ), I have been told that the escrow analysis was never run and that my payment has been short every month since XXXX, the amount of the PMI. They further stated that I will have to come up with an additional {$2500.00} to cover the shortage and that once the loan is purchased/paid in full, I would receive a refund check in that amount as they show in their system as " pending funds. '' I finally reached XXXX XXXX ( the original rep I worked with to have this removed ) and ask how this can since he told me that the analysis was run and gave me the amount of the new payment? Needless to say that was over a week ago. He submitted for the escrow analysis XXXX/XXXX/XXXX, had it returned XXXX/XXXX/XXXX, and said my new lower payment of {$1300.00} would start XXXX/XXXX/XXXX. However, after much discussion and noting his mistake, I demanded resolve in showing my account as current through XXXX XXXX as I was making the payment HE quoted me. He said he would get it resolved and call me with the solution - that was XXXX/XXXX/XXXX. I have called and left 8 messages since, and not received ANY communication or call back. During this process I ask " If my payment was short ( which it was n't ) - why was I never notified of that? '' The response I received was that no written documentation is sent to people that are currently in Chapter XXXX BK proceedings, regardless of account status. So, I currently sit still with NO answers.

Company response to consumer: Closed with explanation