Consumer complaint received 2017-10-04
Company: NATIONSTAR MORTGAGE LLC
State: PA
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Trouble during payment process

Complaint:
Title Company sending payoff of Mortgage- Settlement Occurred XX/XX/XXXX - Payoff was sent Friday XX/XX/XXXX and confirmed received by Wells Fargo on XX/XX/XXXX. 
Received payoff check back via mail on Thursday XX/XX/XXXX.  Envelope Post Mark was XX/XX/XXXX and the letter dated XX/XX/XXXX. The letter contained no, payoff letter, no wire instructions, and no physical address to mail the funds to. They only listed a PO box and Phone number. No calls were made to us, the issuer of the check or the acct holder from XX/XX/XXXX-XX/XX/XXXX. Check that was made payable to XXXX ( as it was indicated in payoff ) was received being endorsed by XXXX to XXXX XXXX  by VP of XXXX XXXX XXXX. 

XX/XX/XXXX Spoke to rep, XXXX at XXXX and was forwarded to supervisor, XXXX, who had advised a request was being sent to the payoff department to accept of payment. She stated " our funds were received on time and in the appropriate manner '' She also advised I would hear from her same day to know that a reissued payment without additional interest would be accepted. 

Received no repose from XXXX so called again Monday XXXX ... called XXXX back and spoke to Rep, XXXX on the phone who advised I would receive a call from Supervisor XXXX once she was out of meeting. 

XX/XX/XXXX XXXX XXXX  Still no response from XXXX as of XXXX XXXX   XXXX. Called back again. Spoke to XXXX she said she would investigate and return my call XX/XX/XXXX XXXX XXXX  Received call back from Champion, XXXX XXXX who advised we needed to resend payoff plus interest as they now want Certified funds and were not accepting payments from Wells after XXXX/XXXX/2017 even though XXXX XXXX XXXX accepted our payment. At this time they did not have a payoff generated after 4 days of waiting for this womans call. They would not agree to pay the interest for the days we waited on them to return our phone call. XXXX said the payoff should be received by XXXX pm eastern 10/4/2017 XXXX XXXX Received payoff via email from XXXX for the incorrect loan. Called back XXXX XXXX to have them send the correct payoff. Spoke to rep who said XXXX 's computer had been off for 2 days ... but XXXX is in TX office and this rep is in AZ so she couldnt say for sure. Placed on hold again to await this rep to speak to her supervisor to get me the correct payoff. 

Rep came back on the line and said they were working on a new payoff and advised that XXXX was not a supervisor at all like I had been told by XXXX and XXXX back on XX/XX/XXXX. She patched me through to her supervisor XXXX. XXXX advised he would get me a new payoff. He then said their is no per diem that we would be charged an entire extra months interest. I expressed my concern this was all done in a deliberate attempt to gain the extra months interest as it look from the XX/XX/XXXX to the XX/XX/XXXX to mail the check back to us that had already been endorsed to them from whom they purchased the account from. Then an additional 4 business days to return my call after repeated attempts to reach them, only to tell me that they want an additional months interest. As of XXXX XXXX  Eastern XX/XX/XXXX, I am still not in receipt of the correct payoff. Neither Rep advised me what to do with the erroneous payoff containing another consumers personal account history. XXXX did provide me with XXXX XXXX 's phone number stating him to be a VP. I left two messages with that gentleman.

Company response to consumer: Closed with explanation