Consumer complaint received 2016-10-17
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our FHA loan has a an amount due that is unclear. We are prepared to pay the balance on this account. However, attempts to bring our mortgage up to date have been unsuccessful. The final amount is unclear and varies. This letter is in reference to the confusing and inconsistent communication with Nationstar. 
Speaking with separate individuals requires the " retelling '' of the details as staff can not ascertain from files what has transpired to date. 
XX/XX/XXXX -XX/XX/XXXX we have spoken with XXXX individuals and have been advised regarding different amounts to be paid as well as different reasons for the charges. 
The website indicates that are balance is {$7900.00}. P & I XXXX, Escrow XXXX, " Fees '' XXXX. 
Individual # XXXX indicated that we were in " foreclosure. '' In an attempt to understand and resolve any/all issues, full review of this account was requested. 
LEGAL # XXXX indicated that legal fees were for work done on this foreclosure. Since this property IS NOT in foreclosure what they could have done for {$1100.00}? 
We had not received a letter from an attorney and requested tracking information. # 1 stated that letter had been sent First Class US Mail. 
A letter was not received by us, thus we did not have the opportunity to resolve an issue and Nationstar escalated this to an attorney? # XXXX stated the letter was sent by the attorney & provided the following tracking number : XXXX for USPS. ( Not a tracking # ) An itemized statement was requested for legal fees and has not been provided. 
INSPECTION FEES : # XXXX stated property is inspected with a drive by and photos to determine if property was abandoned. Requested an itemized statement and not provided. LATE FEES : # XXXX indicated that they acquired the loan in XX/XX/XXXX and the payment was already late and therefore every payment is late. Thus charging us {$39.00} EVERY month since XX/XX/XXXX. TOTAL {$110.00}. 
We asked to speak with her supervisor and after a lengthy hold we were connected to Individual # XXXX. LATE FEES # XXXX stated he personally called us each and every month that we have had this loan. 
# XXXX stated that since we are in foreclosure that he would refuse any payment that we would send. He repeated this THREE times. Also stated without HIS final number we would NOT be reinstated. 
LEGAL # XXXX stated that the legal fees are " anticipatory. '' Stating that {$1100.00} is the amount the attorney will charge to process this foreclosure. We requested his supervisor. 
Third individual # XXXX stated he is V P of loss mitigation. # XXXX indicated that he would waive late fees, inspection fees for a total as follows and would bring account current : Mortgage payments ( x5 ) $ XXXX.+ Legal {$1100.00}. TOTAL $ XXXX.We reiterated our concern that we are being charged for legal fees that are not clear. THIRD request for an itemized statement for attorney fees. We have agreed to pay the full amount as discussed with # XXXX. Awaiting his call to provided requested invoice for legal fees. # XXXX agreed to call us back on Friday, XX/XX/XXXX and did not. 
I have stated to each individual that we are prepared to settle this account. However, Nationstar has not substantiated the charges to this account. We are awaiting their promised return call, to provide the itemized statements and corrected balance due, and allow us to make a payment.

Company response to consumer: Closed with explanation