Consumer complaint received 2016-09-11
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
In XX/XX/XXXX we wanted to refinance our home at a lower interest rate, so we contacted Nationstar ( who our mortgage is through ) and they did not want to help us at that time. So we tried XXXX XXXX XXXX. We paid {$500.00} for an appraisal on our home to them. So they approved us. when XXXX XXXX requested our pay off to NationStar, Nationstar then called us to tell us that they now wanted to help us, and gave XXXX XXXX a bad name by saying they were not a legal company to borrow money from. Nationstar told us that they did not disclose all expenses that we would have getting our loan. by financing through them. So I asked if I should call the State Attorney General Office of Calif and they said no, the federal government oversee this kind of loan. Nationstar told us that we would get more money out of our house and a lower interest rate by staying with them. But we had to pay for another appraisal on our house even though we just had paid for one through XXXX XXXX. It was another $ XXXX plus. 
Nationstar took 2 months to get back to us and tell us we needed a second heating source to be approved and the appraisal was much lower then the XXXX from XXXX XXXX. So they kept us at a high rate of interest, this was only the start of discrepencies with them. 
XX/XX/XXXX, we signed up with Nationstar under the Excelerator program meaning that we would pay more money twice a month towards our mortgage. We set this program up under XXXX different accounts on XXXX different dates as a automatic withdraw from our accountsXX/XX/XXXX they made an error taking from the wrong account on the wrong date so it messed our finances up. We called them about it once we found out they took from the wrong account. After 3 to 4 calls, this was reversed and corrected. Then it happened 2 more times, they did not correct it until we called them again. XX/XX/XXXX it happened again taking from wrong account with no money there to take so they closed our Excelorator account without telling us. Put us back on the regular loan account once a month. We called to have them correct it and we had to manually send it to them altho they already had the money from wrong account. It took 14 days to have this corrected and they charged us a service charge making that payment late. Then we received certified mail for 3 months that we were late and behind, when this was all their error. We always pay our mortgage on time or by the grace period. 
XX/XX/XXXX, we received a call from our house Insurance, XXXX, that they had not been paid. ( our house Insurance is included in our mortgage payment from our excrow account ). I called Nationstar to check on our escrow account money because Insurance had not been paid. So now we had no house Insurace covrage for 2 or 3 months. After a 3 hour call to Nationstar and a few different departments, they found out that they had given our Insurance money to someone else 's account. They said they would correct the error, but took up to 5 days. Now, since XXXX XXXX Nationstar wants us to pay the money that they paid to someone else 's account, ( we have their name ) .They added this money to our house payment and we have called them over and over again to tell them this still needs to be corrected as this is not our error, it 's theirs. When we call, this goes to XXXX through the service center and they do n't do anything. Now our payment has increased {$900.00}. We cant and are not going to pay this. It 's not our fault they sent our money to someone else.

Company response to consumer: Closed with explanation