Consumer complaint received 2017-09-02
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After looking up our escrow analysis performed by Nationstar on XXXX XXXX, XXXX, we noticed a refund due to us in the amount of {$1700.00}. 
The escrow refund check is dated XXXX/XXXX/XXXX. 
XXXX/XXXX/XXXX Called Nationstar to request check. Spoke with XXXX, she sent request and we were told we would receive check by mail. XXXX confirmed mailing address. 

XXXX/XXXX/XXXX Called Nationstar to request check. Spoke with XXXX, she apologized that previous representative did not put in request for check. They will research if check has been cashed and send out a new one to us by mail. XXXX apologized that nothing had been taken care of and confirmed the mailing address. 

XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, she saw our calls logged in our account on the computer on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. She will research if the check was sent to us and assured us it would be taken care of. 

XXXX/XXXX/XXXX Called Nationstar, spoke with Sue in the XXXX escrow office, she noticed on the computer that the check was not entered back into our account. She updated the system and she assured us we would be receiving check in XXXX business days. 

XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, he looked for check in computer. He said he would put a research request out to see what happened to the check. We said, " NO, that 's not good enough, we need someone that can help us now, this is the 5th time someone has put in a 'research request ' ''! XXXX said, " Ok, hold on ''. 
Supervisor XXXX came to the line and offered to direct deposit our check. 
XXXX instructed us to include our loan # and send a voided personal check to : XXXXXXXXXXXX We let XXXX know that we have been dealing with Nationstar 's criminal activity for over 6 YEARS now and that he could look at our account and see all that has happened. 
XXXX apologized that we have a bad taste in our mouth with Nationstar. 
Emailed voided personal check including loan # to XXXX on XXXX/XXXX/XXXX. 

Due to a family emergency in XXXX, we were unable to follow up. 

We received a letter from Nationstar dated XXXX XXXX, XXXX that our insurance had expired. We called immediately and left voicemail that all of the information was the same as last year that they have on file. 

XXXX/XXXX/XXXX Called Nationstar, spoke with XXXX, she said that they called our insurance company and left a message requesting updated insurance information. 
We replied that this was not good enough, it is Nationstar 's job to pay the insurance bill from our escrow account. 
We asked XXXX to call our insurance company while we were on the line. 
XXXX spoke with XXXX at our insurance co. and XXXX said she would overnight our insurance payment. While I was on the line I confirmed all information the same and updated between Nationstar and home insurance. 

We confirmed insurance was paid by Nationstar from our escrow account. 

XXXX/XXXX/XXXX We have still not received refund from escrow account due to us.

Company response to consumer: Closed with explanation