Consumer complaint received 2015-07-14
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
The company is Nationstar. They are holding a XXXX which came about because of the XXXX earthquake in Ca. It was a XXXX loan that went to XXXX, then went to Nationstar. The taxes and insurance are paid by the company that holds the XXXX trust deed, ( mortgage ) .Nationstar ( holds the XXXX ) took the loan over XX/XX/XXXX. I have been telling them since the beginning that my first Trust deed holder pays taxes and insurance. I have completed a form called Waver of Lenders right to Escrow taxes XXXX times and sent them the original with my signature on it once XX/XX/XXXX and XXXX times XX/XX/XXXX. I faxed and sent them the original by US Post Office. They chose to ignore it. I have spoken to many many people from their company about this matter. They opened a escrow account and paid taxes and insurance. These were double paid. They then told me my payments were short or not paid at all. I told them I have proof. They have caused both my husband and myself a great deal of stress in the past few years. We are both in our XXXX 's, my husband was on life support in XXXX and I have XXXX, the stress caused me to have XXXX and me going onto XXXX. They have ruined our credit. I have paid extra money which I should not have had to pay since I made all my payment and by the way never been late. I found out they paid taxes and insurance that were paid by our XXXX trust deed. They have started an escrow stopped then started again several times. During the times they did not have an escrow they sent me XXXX checks. They did this during the times they said there was no escrow. But still said my payments were not paid. My payments were never late and they were never short. I have asked them to correct the problem several times and they have not. Last week my son was on the phone with someone in escrow for XXXX hours. Then a short time later that same day someone else for a long period of time. You never get to talk to the same person twice because they are on a rotory line and you get who you get. This is part of their problem no one stays with a problem long enough to fix it. So you may thing you have solved your problem but nothing gets solved. They tell me even if they made the duplicate payments I am the one who must get it back and my loan shows I did not make all my payments because they took the money and put it into an escrow and sent it to the county and opened another insurance policy. I received a letter saying they will check everything out and get back to me by XXXX XXXX but here we are XXXX XXXX and I have still not heard from them. I called them again XX/XX/XXXX and she said she sees the problem and will get back to me, I have never heard from them. They are the worst Mortgage Company I have ever heard about. It is like talking to a brick wall. On several times I have received a letter saying I am in default and to call a specialist to help me keep my house but can never get to that person. All of the phone calls go onto their rotory line and you can never reach that specialist. Not that you should have to talk to the specialist, every payment was made on time and each payment was complete. The specialist is for people that did n't make their payments.I even sent them over XXXX extra because of their threats. I guess they just want to hold that extra money. They will not do anything to solve this problem. Beware of this company!!!!! I want to go to another mortgage company but no one will take us because of the negative remarks that Nationstar has put on our credit report. Again BEWARE OF NATIONSTAR!!!!!!!!!

Company response to consumer: Closed with explanation