Consumer complaint received 2017-02-17
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX XXXX, I contacted Nationstar Mortgage and submitted a Request for Cancellation of PMI. We made numerous upgrades to the home and property since we purchased it in XXXX. I was told that in order to have the PMI cancelled, my home had to appraise for at least {$630000.00}. I was told a full appraisal would cost $ XXXX- {$700.00} and I authorized to have one done. Nationstar would pay for the appraisal and it would be on my account as a charge that I would need to pay. An appraisal was done on XXXX/XXXX/XXXX and I was told it should be provided back to the company within 15 days. I called Nationstar on XXXX/XXXX/XXXX and they still did not receive a copy of the report. On XXXX/XXXX/XXXX I called Nationstar and they finally had a copy of the appraisal report which I requested be emailed to me. After reading the report and the value given, I wanted to dispute the report due to the many errors it contained and felt the value was more than what was given due to the many upgrades we did to the home and property. I emailed my dispute to XXXX XXXX, the manager in the PMI department, on XXXX/XXXX/XXXX. I compared the descriptions, square footage, and details of my home to the appraisal report that was done in XXXX XXXX when we bought the home. I found additional errors in the report and sent a second email on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I spoke to XXXX in the PMI department. He confirmed for me that XXXX XXXX received my two emails. He explained the dispute process could take up to 30 days to review. XXXX to XXXX people in the PMI department handle the review. They would either accept the dispute or another appraisal would be done with no fee to me. I was to wait to be contacted regarding the review results which would be via phone for the first attempt and then vial email. On XXXX/XXXX/XXXX, I called and spoke to XXXX in the PMI department. He explained that XXXX was not in the office and when I asked to speak to a supervisor, he transferred me to XXXX. XXXX told me there were no notes on file and he would send an email to XXXX to call me the next day. I never received a phone call or email from XXXX. So I called on XXXX/XXXX/XXXX and spoke to XXXX and requested to speak to XXXX 's manager because I had not been given a call or email by her regarding the results of my dispute of the appraisal. I was given a name of XXXX XXXX who was an Assistant Vice President in Customer Service. XXXX told me she would leave a message for XXXX to call me. On XXXX/XXXX/XXXX at XXXX PST, I had not yet gotten a call back from XXXX XXXX I called Nationstar and requested to speak to her. I explained the situation to her and she told me she would get an update from XXXX and call me back by Friday. I received an email from XXXX letting me know she contacted XXXX and the appraisal was corrected with no increase in value. My XXXX bedroom, XXXX bath, XXXX sq. ft. ( total XXXX sq. ft. ) home in XXXX, HI was valued at {$580000.00}. It was in the best interest of Nationstar for the value of my home to not be the amount that was needed to remove the PMI payment of {$430.00}. I am submitting the emails I sent to XXXX XXXX and XXXX XXXX, along with copies of the XXXX original and revised appraisal reports, a list of upgrades we made which was provided to the appraiser and a XXXX appraisal report with this complaint. My dispute of the appraisal report was handled improperly and if not for my continued follow-up, I would never have known the results. In addition, I am being charged {$800.00} for the appraisal. If I want to dispute their results, then I must pay out-of-pocket for another appraisal to be ordered by the same company they contracted with the first time. I requested my realtor do comps on my home and on XXXX/XXXX/XXXX she provided an amount of $ XXXX- {$690000.00} if I wanted to list my home for sale. This amount would not have been given without consideration to the current market.

Company response to consumer: Closed with explanation