Consumer complaint received 2016-10-03
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX transferred my mortgage to Nationstar and I received notice of this change just 11 days prior to the transfer going into effect on XX/XX/XXXX. The XXXX letter instructed me to make all payments after XX/XX/XXXX to Nationstar and to use the new account number. A new account number was not provided in the XXXX letter. 
When I called Nationstar the following day I was assured that the paperwork from Nationstar would arrive before XX/XX/XXXX and the new account number would be included in the letter. 
By XX/XX/XXXX nothing had arrived and I called Nationstar again and this time they said the previous representative was mistaken and the account number and letter will be sent after XX/XX/XXXX. I asked how could I make the payment without the account number? I spoke with XXXX people, a guy named XXXX who transferred me to a supervisor named XXXX XXXX.I was told to call on Saturday XX/XX/XXXX and they would have an account number ready and be able to process an electronic mortgage payment then. Ms.Brant assured me that Nationstar would waive the fee for the electronic payment. XXXX XXXX also said payments with my old account number on it would be processed. XXXX XXXX and I discussed the terms of my loan and she said these would be unchanged. 
On Saturday after several tries the Naitonstar rep said that the account number was not available and an electronic payment could not be processed and that I should call back on Monday. 
On Monday XX/XX/XXXX, I spoke with supervisor XXXX XXXX # XXXX who said she could not process electronic payments because the new account number was not available. XXXX stated that Nationstar will start taking electronic payments beginning on XX/XX/XXXX and that the welcome letter from Nationstar with the new account number will not go out until after XX/XX/XXXX and should arrive 7 days after that by XX/XX/XXXX. 

Below is a summary of recent complaint with XXXX. 

With only 11 days prior to my next mortgage payment due date on XX/XX/XXXX, I receive a letter from XXXX, stating that my mortgage will no longer be serviced by " XXXX '' but will now be serviced by Nationstar Mortgage LLC. Concerns listed below : 1 ) The letter warns that the mortgage loan number will change but it does not provide the new mortgage number. 

2 ) The letter also instructs me to make a payment via mail to Nationstar Mortgage LLC by XX/XX/XXXX. 

3 ) The letter states that I should update my bill payment payee but my bank requires an account number and no account number is provided. 

4 ) Since a loan number is not provided how will the moneys be credited to my mortgage if I do mail in a payment to Nationstar Mortgage? 

5 ) The letter states that XXXX will not accept payments and if any are received they will be forwarded to Nationstar through XX/XX/2016. How and where will I see that the moneys have been credited in a timely fashion? 

7 ) Recently I received an escrow analyses from XXXX asking me for additional moneys to cover a shortage in my escrow account. This particular letter lists an option for paying the difference in one lump sum or by having it spread over the 12 months of payments which is my preferred option. Why does my current statement bill me for an extra {$540.00} and refers to this amount of {$3000.00} as the " regular monthly payment ''? ACCORDING TO THE ESCROW ANALYSES THE REGULAR MONTHLY PAYMENT IS {$2500.00}. 


Given the poor ratings Nationstar receives on all consumer websites I am very concerned about this change. The number one complaint is that payments are not accepted because Nationstar does not recognize the account numbers. 

I requested from XXXX to revise the regular monthly payment to reflect what was shown on the escrow analyses I received in XX/XX/XXXX in the amount of {$2500.00} rather than the {$3000.00} shown on the XX/XX/XXXX statement which is incorrect.

Company response to consumer: Closed with explanation