Consumer complaint received 2015-05-19
Company: NATIONSTAR MORTGAGE LLC
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is a follow-up complaint. I submitted a complaint to the CFPB and in the complaint, had XXXX issues. Nationstar took over my mortgage from XXXX XXXX XXXX. When the transition took place, Nationstar stated I missed a payment. Based upon my records ( which were also provided to Nationstar ), I disputed this and wanted clarification to resolve the issue. The clarification never came. In recently speaking with Nationstar, they seemed to have difficulty separating the XXXX. I want to specifically address the negative credit reportings for XXXX XXXX, XXXX XXXX, and XXXX XXXX. My goal is that these negative reportings will be removed as a result of no communication from Nationstar Mortgage to me and lack of follow-up to multiple requests for information and clarification from Nationstar Mortgage to me. 

I have provided documentation to Nationstar that shows that the only Nationstar Mortgage activity listed is from me to Nationstar Mortgage. Although their internal records indicate multiple attempts to contact me via phone, there are no in-bound calls from Nationstar Mortgage to me. In XXXX of XXXX, I learned that Nationstar Mortgage had reported negatively on my credit report. I attempted reaching out via email and also via phone. The only communication back to me from Nationstar Mortgage from XXXX XXXX through XXXX of XXXX have been auto-generated form letters responding to my emails saying that someone would be contacting me. Those calls never came. The only time I received any serious response from Nationstar Mortgage was after I initially filed a complaint with the Consumer Financial Protection Bureau ( CFPB ). I received a call within XXXX days of filing that complaint. 

Nationstar Mortgage did not have any number on record for me as of today, XXXX XXXX, XXXX. I was told that multiple attempts to contact me had been made and that voice mails were left, but no number could be provided that they were contacting me at. I was also told that Nationstar records show that texts had been sent to me. I am not aware of ever receiving a text from Nationstar Mortgage. The most telling piece of all of this is that when I asked today what number they had on file, they stated they did not have a number on file for me. The number I provided you was XXXX ( was instructed not to provide that number here ) which is the same that I have been using since late XXXX. It is also the same number that I provided last week and the week prior during the research. The number was still not updated in the their system. And, it is also the exact same number that I provided as a contact number on all of the emails that I sent to Nationstar Mortgage via the online communications portal at www.nationstarmtg.com. 

This situation with the negative hits on my credit in XXXX is holding up my ability to list my current home for sale as well as get approved for a loan to purchase a new home. This situation is potentially going to result in damages that are unnecessary and avoidable. This situation has already delayed my ability to put my home on the market which is actually beginning to showing signs of potential slow down. 

My expectation is that this information will be reviewed fairly, thoroughly, and immediately. Based upon the fact that I did attempt to reach out to Nationstar Mortgage on numerous occasions ( these attempts are documented and are not in dispute ) to address the situation and to try to better understand what was going on with my account and based upon the fact that I was never called back or reached out to, the negative hits on my account for XXXX XXXX, XXXX XXXX, and XXXX XXXX should be removed. 

I would like a letter stating that these negative hits are being removed and I need that letter ASAP.

Company response to consumer: Closed with explanation