Consumer complaint received 2017-08-09
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX, 2017 My complaint is against Nationstar Mortgage, LLC. f/k/a XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX AKA XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, TX XXXX. On XXXX XXXX, 2017, our mortgage for Loan # XXXX was paid in full and said mortgage was satisfied, based on a payoff statement supplied to us by Nationstar which balance was confirmed verbally as well over the phone after numerous phone calls. I am sure the calls are recorded and I have cell phone records. At the time, we paid off the mortgage on XXXX XXXX, 2017, an escrow overpayment was owed to us in the amount of {$1600.00}. We received a refund check from Nationstar for the escrow over payment. Our bankruptcy ended and we made our final plan payment to the Trustee on X/X/17. This payment was sent to Nationstar on X/X/17 per the trustees register, well after we paid off the mortgage and after the escrow refund was mailed to us so it is an overpayment that is due to us as it is money we overpaid to Nationstar after the loan account was paid off. I called consistently to see if they had received these funds from the trustee and it did not arrive in their hands until X/XX/17, one day after our bankruptcy was discharged. According to the courts, the mortgagors are not allowed to charge us any fees after the bankruptcy has ended and they have received the final plan payment. Nationstar AKA XXXX XXXX XXXX has purposely charged corporate advance fees in the month of XXXX, after our bankruptcy had been discharged by the courts and after they had been put on notice legally that there are to be no more fees, to defraud us of and keep the final plan payment that was sent to them by the Trustee. They did this even after confirming on the phone numerous time with me that the money would be sent back to us once it was received from the Trustee since the loan was paid off and it was an overpayment. If there were additional fees, Nationstar had the opportunity to disclose those in the payoff letter, but they did not and until the bankruptcy was discharged on X/XX/17, Nationstar was required by law to submit a claim to the courts for any fees, however they still could not have done so after the mortgage was satisfied on X/XX/17. They are in violation of the bankruptcy discharge order and if this matter is not resolved through this channel I will have no choice but to file an injunction against them for this violation. Furthermore, once a loan is paid in full, a mortgage company cant legally come back and ask for more money or charge you more fees, otherwise all the banks would be abusing this practice. I have attached a letter from Nationstar that they sent me stating that my loan was paid in full on XXXX XXXX, 2017. How can they then, in XXXX, charge me more fees to grab and pocket an overpayment they received from the courts? I have attached : 1. The letter from Nationstar stating our loan is paid in full. 2. The court disbursement register showing the final payment mailed to XXXX XXXX XXXX on X/X/17 which Nationstar confirmed they received at the end of XXXX on the phone with me verbally. ( I called consistently all during XXXX and they had not received it yet ). These are the funds owed to us. 3. The discharge order showing our bankruptcy was discharged on X/XX/17. There are to be no more fees.

Company response to consumer: Closed with explanation