Consumer complaint received 2017-02-02
Company: NATIONSTAR MORTGAGE LLC
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
Good evening, My name is XXXX XXXX and my mortgage is with Nationstar Mortgage. My home flooded in XXXX of XXXX. Your company 's Loss Drafts Dept. has been very difficult to deal with and I have consulted with an attorney to file a lawsuit for my remaining funds as well as pain and suffering due to the financial strain of being displaced and the extreme difficulty I 've had with your company. I was given money from XXXX for my contents coverage in which I used to start the rebuilding process of my home to move everything along so my family and I could return home. I was told to send all paid receipts for reimbursement and I did so. It took a month or so before I was reimbursed, but I was reimbursed and I used those funds to continue putting work into my home. I have increased the value of my home. Being that I increased the value of my home, the loss draft department is stating that they have overpaid me and the receipts I submitted does not add up to what was reimbursed which they should. Someone is not adding properly because before now everything was adding up. 

I had a XXXX inspection about a week and half from the date of the email in which the results stated that I needed to repair the garage, purchase closet doors for XXXX bedroom, and purchase appliances. I spoke with at least XXXX representatives as well as XXXX or XXXX supervisors explaining to them that I did not have the funds to purchase those items to finish the structural repairs. I was then told to submit invoices for the cost of the above list and they will send the funds for me to make the purchases. I borrowed the money from a family member and made the purchases to complete the repairs and submitted the receipts. The first XXXX representatives told me the reimbursement was denied because I 've been overpaid. I asked how would they send me funds to purchase the items if they are denying the reimbursement that I am requesting to pay my family member back of {$3000.00}? After speaking with multiple representatives, I was then transferred to a manager by the name of XXXX XXXX whom then told me that they would have made the check out to the store ( XXXX XXXX ) I was making the purchases from and myself to purchase what I needed which makes no sense if I had to go to multiple stores due to materials being out of stock. What if I had to go to XXXX? Who gives an invoice for sheetrock, sheetrock mud, paint, etc. That does n't make any sense. Some receipts I did not submit from having to purchase additional materials once the job started and more materials were needed because they continue to deny the request, but still asking for the receipts. I also had my garage door installed on XXXX/XXXX/XXXX and I was told to submit an invoice signed by the person installing the garage door with the companies ' letterhead when I spoke with the representative on last week. Today, XXXX tells me that he ca n't accept that invoice because my signature was n't on it and no XXXX for the company. Why is that needed for a garage door? This information was not told to me by the last representative and this is the most frustrating part. The employees for this company are not knowledgeable at all. They give misleading and incorrect information and this has been a problem throughout the entire process. I 've been told that receipts I submitted for the month of XXXX were not approved because it was prior to the date of the claim in XXXX which shows they do n't know the months of the year. I 've had to go through receipts and add everything with representatives on the phone for hours because they ca n't seem to do simple math and this is utterly ridiculous. 

I 'm at the point now of continuing the process with my attorney to file a lawsuit with XXXX

Company response to consumer: Closed with explanation