Consumer complaint received 2016-04-30
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced with another lender in XXXX 2016. I was owed a refund of the money still in escrow with Nationstar Mortgage. First they sent my check to an old address that I had attempted to correct no less than 5 times. For whatever reason, they could never seem to get that right. In XX/XX/XXXX. I called and they put a stop payment on check # 1. Sent Check # 2. The person who I spoke with offshore apparently did not know how to spell XXXX even though it was part of the property address on the asset and the check was sent to Mission XXXX. I waited and waited. No check. I called again and they said that the check was sent to the wrong city ( XXXX XXXX ). Top payment issued on check # 2. Check # 3 issued. Was told it was being sent by XXXX and it should arrive in 2 days. waited and waited. No check. Called again and asked for ONSHORE supervisor. Was given a tracking number. Went to XXXX website and tracking number did n't exist. Called again to ask why a customer service rep had given me a tracking number that did n't exist and assured me that my check was sent out via XXXX when it was n't. No explanation for that one. 


Said I should wait for the check. waited another week. No check. called again. Told check was sent on XXXX XXXX and I needed to wait for 10 full business days to pass and that the check should arrive by XXXX XXXX. Check never arrived. Called again, reached offshore, asked for onshore, asked for supervisor. dropped a few f-bombs, pointed out that they LIED to me and explained how many hours of my life I 've wasted on hold and being shuttled back and forth onshore, offshore, dialing my SSN and Zip code into an automated system TWICE each time I call, then being asked for my SSN because it does n't actually get passed on to the person who picks up the call when you enter it into the automated system - SO WHAT IS THE POINT of even having this feature?. Pointed out again that they LIED to me and that they seem to have a serious operational problem. Asked if I could have funds wired to my bank. She said yes, but it would prolong the process and I was better off waiting for the check. Waited and waited and waited and waited ... .NO CHECK! 

XXXX XXXX : email from a woman at Nationstar saying they have a check for me that was returned. Asked her to send it via XXXX. She refused, saying she had already taken it to the mail room??? Check arrived a few days later. Deposited check. Bank rejected it, as a stop payment was placed on check. {$12.00} bank fee for me - woo hoo! XXXX XXXX : Call again ... .enter SSN, zip, enter SSN and ZIP again ... .Offshore rep : What is your SSN and ZIP??? ME : Get me to onshore supervisor NOW! GRRR! '' Onshore supervisor : what is your address? What is your name? What is your XXXX??? GGGRRRRR!!!! Tell her the check was returned. She said it was a check cut on XXXX XXXX and yes indeed, there was a stop payment placed on that check. I should wait until Friday, XXXX XXXX for the XXXX check to arrive. Friday, XXXX XXXX : You guessed it! NO CHECK!!! 

Call again on XXXX XXXX - SSN, ZIP x XXXX - offshore, onshore, XXXX, XXXX XXXX. Supervisor says no, they ca n't do electronic transfer. Apologizes for my troubles and promises to send it XXXX on Monday. I have wasted hours of my time trying to get a simple check for money that is owed to me.

Company response to consumer: Closed with explanation