Consumer complaint received 2015-12-18
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX 2015, we suffered damage to our home, which resulted in an insurance claim being filed and reimbursement received. The reimbursement check from the insurance company was made payable to us as the homeowners and to the mortgage company, Nationstar Mortgage. On XXXX XXXX, 2015, we sent the check to Nationstar Mortgage for endorsement. Prior to mailing the check, I contacted Nationstar Mortgage as to the proper protocol to be followed when submitting this sort of check. I was not given any specific instructions other than a mailing address. In order to streamline the process, I thought it would be prudent to send an entire binder of information relating to this claim - paid invoices, the insurance appraisal report, a complete explanation of what damage had been incurred and the remaining work necessary in order to restore our property. I was told by Nationstar that they would contact me within two days regarding the check and the claim. 
The check and related information were delivered to Nationstar on XXXX XXXX, 2015, as evidenced by the USPS tracking information. 
We were not contacted by Nationstar within their two day promised window. Rather, they contacted us on XXXX XXXX, 2015. The representative we spoke with was completely ignorant of the situation and did not understand anything about the documents which Nationstar received. As a result, she " rejected '' the documents and did not proceed with processing the claim. The inspection was cancelled and the claim check was left with Nationstar to languish in their system. We requested to speak with a supervisor and to have the inspection rescheduled. The representative assured us that a supervisor would call us and that the final inspection would be scheduled within the next day or two. 
By XXXX XXXX, we had received no call back from the supervisor nor were we contacted to schedule an inspection. I again called Nationstar and again the representative I spoke with was unfamiliar with the claim. She could see in the file notes that the inspection was cancelled and not rescheduled and that certain documents had been rejected. I again had to clarify the documents for her and after I explained the relevance of the related paperwork, she agreed to reschedule the inspection and accept the reports which I provided. She also informed me that the insurance reimbursement check was being returned to me for another endorsement ( from the insurance adjusting firm ) before Nationstar would accept it. 
Nationstar is extremely difficult to deal with because their customer service representatives do not understand the entire process nor do they communicate to you what is needed to complete the process. We have repair bills which need to be paid from this insurance reimbursement and Nationstar is holding up our money through their sheer and complete incompetency. They do not adhere to their promises nor their verbal representations. We have bills which must be paid through this insurance reimbursement check and due to Nationstar 's negligence, we are unable to pay them. Everytime we call them, we get the runaround. I have spent hours on the phone trying to resolve this issue.

Company response to consumer: Closed with explanation