Consumer complaint received 2016-12-22
Company: NATIONSTAR MORTGAGE LLC
State: LA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The information contained in this letter and attachment should be marked as the 2nd complaint filed by myself against Nationstar Mortgage. The 1st complaint was given no amicable or reasonable resolution. Below you will find a synopsis of the issues with Nationstar Mortgage and their incompetence to handle my flood insurance disbursement. 
1. On XXXX/XXXX/2016, my principal residence located at XXXX XXXX XXXX, XXXX XXXX, LA XXXX was flooded. 
2. On XXXX/XXXX/2016, I was in receipt of an advance in the amount of {$16000.00} from my insurance company. These funds were forwarded to Nationstar overnight ( USPS Tracking # XXXX on XXXX/XXXX/2016 XXXX XXXX XXXX XXXX XXXX. On XXXX/XXXX/2016, as per USPS tracking, the check was received by Nationstar Mortgage. After uploading receipts totaling greater than {$20000.00}, the funds for the advance were finally received by me on XXXX/XXXX/2016. 
3. On XXXX/XXXX/2016, I was in receipt of my final claim payment in the amount of {$52000.00}. These funds were sent to Nationstar via Priority Mail - Tracking # XXXX and received by Nationstar on XXXX/XXXX/2016 at XXXX as per USPS tracking. 
4. On XXXX/XXXX/2016, I requested an inspection on my residence as I was at a minimum of 50 % complete. Finally on XXXX/XXXX/2016, I received a phone call from an inspection company to schedule the inspection. The inspection could not be scheduled until XXXX/XXXX/2016 at XXXX - 26 days after the inspection was requested! Completely unacceptable. The inspector arrived at the time scheduled however, the inspector was not qualified to perform an inspection. I was advised by her that all foundation items had to be complete to be at 50 %. I advised her that I did not have foundation issues as I only received XXXX '' of water. She then proceeded to advise me that anything that touches the foundation must be complete. For instance, the floors touch the foundation so they are considered foundation items ; the countertops touch the counters and the counters touch the floor so they are considered foundation issues. I have been in the mortgage industry for 20 years. Currently, I am a scenario desk underwriter. I am flabbergasted that someone that is portraying to be an inspector would utter those inaccuracies regarding repairs to a home. Furthermore, she went on to advise that she would have to deduct for items that were not complete which I understood however, she proceeded to deduct for items that I have never been in possession of nor that was ever installed in my home. For instance, the insurance adjuster gave an allowance for storm doors. I have never had storm doors on my home. I showed her the before pictures of both doors but, she refused to acknowledge and said that she had to deduct me for this. She also advised that since the walls were closed up she had to deduct for the fireplace since she could n't see it even though the receipts are already uploaded to Nationstar 's portal. As a result of her inaccuracies and incompetence, she submitted the report with completion at 40 %. According to my calculation, at the time of the inspection, I am at 64.16 % completion. I have also attached the breakdown per room directly from the insurance adjuster worksheet - line by line. The items in red are completed and were complete when the inspector came. The items in dark purple are items that I have never owned or had installed on my home and/or items that the city/parish provided for free. Please refer to the notes on those items. 
As per Nationstar, they are unwilling to follow their own policy and release any funds to repair my home. Please refer to the entire basis of my claim and supporting documentation. I have attached the initial claim information and supporting documentation. Today 's complaint is labeled " Complaint XXXX ''.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation