Consumer complaint received 2015-09-03
Company: NATIONSTAR MORTGAGE LLC
State: ME
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX 2015, I started using the Nationstar Mortgage website to make payments. ( XXXX ). 

When making a payment, the website will confirm if you will be charged any fees based on the payment date you select. You receive both a confirmation through the website and afterwards via email confirming the total amount that will be deducted from your bank account. 

In XXXX 2015, I selected a payment date of XXXX/XXXX/15. The online payment confirmation screen gave no notification I would be charged any fees. The email confirmation showed I would not be charged any fee. However, upon checking my bank statement, the withdrawal was {$9.00} more than what my confirmation statement showed. 
When I logged into my online Nationstar Mortgage account, a fee of {$9.00} was charged on that transaction that was not shown on my payment confirmation. 

In their online payment system, if you select certain dates the payment system shows on the confirmation screen that a charge of {$9.00} would be applied. In XXXX when I submitted my payment, I intentionally selected a date that did NOT populate the {$9.00} fee. 

Also, when scheduling my XXXX payment, there was a new notification box that popped up advising me that a fee was being waived because I am a new Nationstar member. I am clearly not a " new '' member. 

When I called Nationstar Mortgage I was advised that anytime you make a payment after 9 days, you will be charged a late fee that does not show up on the confirmation. However, the screen shot today clearly shows the fee does show up on the confirmation, and the fee always previously showed up on the confirmation as well. 

My confirmation statement from XXXX clearly confirms I would not be charged any fee. I have also frequently submitted payments to be paid on the XXXX of the month without ever incurring the fee before as proven by my transaction history. 

When I pushed the CSR for who I could submit a complaint to that was not Nationstar ( what agency regulates mortgage companies ) I was told " no one ''. I then advised the CSR to ask their supervisor and after a very long hold the CSR returned to again advise me there was no one other than Nationstar to submit the complaint to. 

I informed the CSR I found an agency to submit the complaint to, and requested a refund of the {$9.00}. I also asked for my XX/XX/XXXX draft be canceled so I could reschedule it because from what the CSR told me, even though the online website and confirmation email advised me there would be no fee, because of my date selected I would expect another {$9.00} fee at the time of withdrawal. 

I asked the {$9.00} fee for XX/XX/XXXX to be waived. CSR advised could request but could make a guarantee of refund.I requested a supervisor. After another long hold I spoke to Supervisor XXXX ( ID XXXX ). I advised I was submitting this complaint, she requested I send a copy to their complaint dept and I agreed. I advised their website has always informed me of the {$9.00} fee and I have always deliberately scheduled my payment to avoid it. I also informed her of the " fee waived '' message today. She did submit a request to waive my {$9.00} fee and I wanted it put back into the bank account they drafted it from. She called me back today to inform me they can not do that and instead will have to overnight a check. 

My concern is for consumers who live paycheck to paycheck and how this impacts them when fees are taken out above and beyond what the mortgage company confirms they will draft. I have another home loan through another mortgage company and Nationstar is the ONLY mortgage company that has informed me they can charge a fee AFTER a confirmation of payment that would change the amount drafted from a bank account. This is a dishonest practice and full disclosure of all fees AT TIME OF SCHEDULED payment should be disclosed CLEARLY.

Company response to consumer: Closed with explanation