Consumer complaint received 2018-04-27
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The problem stems from one mortgage company selling or transferring loans to other companies as in the case of Nationstar DBA Mr. Cooper with whom I have been dealing with for the most part. First off, I was never even notified about any change of name in Mortgage companies & so I continued making my pymts thru my back to Nationstar, while receiving statements from Mr. Cooper with unexplained escalated numbers as the current amount due. I tried to reach out to them for answers but was railroaded from one to the other each time I called. I continued to make the monthly payments as stipulated, even more so, as I would round off the numbers to exceed that amt.Recently, a very good family friend of the US Military was visiting and she brought all these inconsistencies to my attention and so in the middle of XX/XX/2018, I gave her authorization to speak with Mr. Copper on my behalf, as she happened to be a Finance person as well as a Law advocate. She began to make some progress as she spent long hours doing her own reconciliation of the charges vs the payments made based on both Mr. Cooper 's statements as well as MY own bank statements, and informed me that there were unapplied payments unaccounted for, including continuous overpayments on my part. For the past 12 years, I have been paying my own Home Insurance and Taxes out of my own pocket and did not require having an escrow account up until recently, when, in the process of changing Home Ins co., there was a 3 week delay in the initial transition resulting in a missed monthly pymt to the original home ins co as the completion of the new Ins co did not take effect immediately. Due to this untimely issue with the home ins., there was a force placed ins issued to me and was added as an Escrow account to my existing loan - without informing me about this. Therefore, I began paying the new Ins co, XXXX, out of pocket as I was unaware of Mr. Copper sending them any monies for the same policy. The problem had been initiated long before I was made aware of all these financial blunders withing the system of Mr. Cooper as NO ONE ever said anything to me about all these happenings. The bottom line here is that there are unresolved issues with the following that they are not cooperating with me to resolve nor are they providing me with any answers. No one returns calls or responds to emails as the person who is in touch with them have been given all kinds of contact information with NO response or follow up. They claimed to have paid their own force placed ins co  initially and received a partial refund from them - when XXXX did not even process my initial pymt. even though they had it in their possession awaiting a current Inspector 's report, which they received later. Mr. Cooper claimed that they just went with MY own Ins co as the one for the escrow, yet, still did not inform me of this and so I was still under the impression that I am to pay my Ins myself. I still did not realize all this was taking place even after receiving a partial refund of my pymt to XXXX with NO explanation as well. Suddenly, Mr. Cooper went from billing me in the XXXX XXXX dollar amounts to XXXX XXXX dollar amount. No explanation too, until our family friend brought everything to light. Her first suggestion was to re-finance with another company for a better rate since we were stuck with paying 6.87 % for the past 12 years and without fail each month. I was ready to do so only to find out that Mr. Cooper had placed derogatory remarks on my credit report which they intentionally did knowing that I may be re-financing with someone else but would not be given a rate that I may be entitled to as an excellent payer. Even NOW, when I view my loan 's profile on their website, it is still showing that there is XXXX due forXX/XX/XXXX when, in fact, I had already made the XX/XX/XXXX pymt since XX/XX/XXXX. I had paid {$2600.00} when it was supposed to have been {$2500.00}. I have been paying exorbitant amounts like clockwork since the inception of this loan and all I want to do is to get away from this company who has no clue about accounting, billing, payment receipts & applications etc. There's NO one said person that one can speak with to get this resolved as they all seem to be playing the same game to someone they can easily manipulate. My job doe not allow me to be spending hours on the phone trying to get answers and so I did designate someone else to follow thru with this and now have resorted to going thru CFPB to get the attention of a supervisor or manager there to correct all these blunders asap. The only email address given for a spvsr is as follows : XXXX & the only direct # for soneone in Acct.Resolutions is as follows : Spvsr XXXX at XXXX XXXX ext XXXX. She did speak with the assigned person and promised to investigate the whole matter but never responded in any way. I have not scheduled or authorized any future payment for XX/XX/XXXX at this point until I know exactly where all my past payments are and what is the true amount due. I loo forward to hearing from you to bring this to a positive close.

Company response to consumer: Closed with explanation