Consumer complaint received 2016-11-07
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My original mortgage was with XXXX bank. In XXXX, rec 'd my annual escrow statement indicating I have shortage. If I paid the shortage in full, my new mortgage would {$1600.00}. I paid the escrow shortage of {$530.00} in full. The payment was rec 'd and posted to my account n XXXX XXXX. XXXX XXXX, I rec 'd a letter from XXXX telling me my mortgage was reassigned to Nationstar Mortgage as of XXXX XXXX, XXXX. I never rec 'd a statement from Nationstar for the XXXX mortgage but I proceeded to send a check for {$1700.00} to Nationstar.LateXXXX, I rec 'd a statement from Nationstar stating my XXXX mortgage payment would be {$1700.00} because I failed to pay the full mortgage amount in XXXX which was {$1700.00}. I called Naionstar on XXXX XXXX and was told they did not have the escrow amount I paid in their system. They would do an account analysis and call me back. I called XXXX the same day to confirm the payment and the new monthly amount of {$1600.00}. They also sent me a payment history showing the receipt and posting of the escrow. I contacted FTC on XXXX XXXX and they recommend that I file a complaint online. The file # is XXXX XXXX XXXX, I rec 'd a call from Nationstar rep XXXX XXXX XXXX XXXX who stated after reviewing my account they notice I have a surplus of {$380.00} in my escrow. A check for {$380.00} will be sent to me. Then she explained that Nationstar recacluated my " predicted escrow for XXXX '' and my new mortgage amount should be {$1700.00}. They anticipate my taxes and insurance will increase. I asked why are they sending me a check for {$380.00} if they anticipate my escrow will increase? XXXX stated she does not know why they are sending me a check. She offered me an option to lower my mortgage but would need my approval. When I asked her what the option was, she stated she can not tell me until I authorize the change. I asked for the option in writing and was told, she ca n't unless I authorize the option but what she would send me is an account statement. Later I called Nationstar and spoke with XXXX XXXX in the escrow dept. She explained why my mortgage is being increased again. She emailed me a copy of the account statement for new mortgage amount of {$1700.00}. At this point, I said I would review the statement and likely pay the new mortgage amount of {$1700.00}. XXXX then told me I have a balance due from XXXX and XXXX because I did not make a payment for {$1700.00}. I paid {$1700.00} in XXXX and {$1600.00} ( what it should have been ) in XXXX. I was never informed prior to XXXX XXXX that my mortgage was going from {$1600.00} to {$1700.00}. 
Later I checked the web and found a site called Nationstar Complaints. The stories that is on the web site mentions how Nationstar uses small excuses to foreclose on properties. There are over XXXX complaints and each XXXX states the same ; how Nationstar increase their mortgage with no prior notification and when the mortgage owners fail to pay the balance due, they would not accept any mortgage payments from them. After a few month, the property would go into foreclosure. 
I plan to monitor my statement very carefully for the next two years ( that is all I have left on my mortgage ) and considering getting a Home Equity Line of Credit so I can pay this mortgage. I do not plan on losing my house nor end up with the same problem as others. 
But I feel that Nationstar Mortgage should be investigate for mortgage fraud and unscrupulous actions.

Company response to consumer: Closed with explanation