Consumer complaint received 2015-09-18
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I experienced business practices that are disturbing and show a lack of internal governance. Nationstar Mortgage LLC reported inaccurate negative information to the credit bureaus which damaged my and my wife 's credit ratings. Nationstar has also charged unauthorized and incorrect fees to my account. The response time and quality of communications from Nationstar has been entirely inadequate and has failed to resolve these issues. What follows is a brief summary of my experience, though I do have a detailed record of my communications with them. 
Nationstar failed to process my automatic payment enrollment on multiple occasions. On XX/XX/XXXX, I received a notice, by mail, from Nationstar that my mortgage had been transferred. No payment procedures were provided, so I contacted Nationstar. They provided payment instructions, and I sent a check through the mail. On XX/XX/XXXX, I contacted Nationstar by phone to request a copy of my monthly statement and to enroll for automatic monthly payments, as I had through the previous lender. On XX/XX/XXXX, more than 5 weeks after my request, I received a form in the mail to enroll in automatic payments. On XX/XX/XXXX, more than 6 weeks after my request, I received a copy of my monthly statement in the mail. On XXXX, I mailed the automatic payment enrollment form with a voided check. However, Nationstar failed to process the enrollment. On XXXX, I contacted Nationstar by phone and spoke with XXXX XXXX ID XXXX XXXX, who first claimed that no voided check was attached, but then confirmed that she had found the missing voided check. She assured me that my mortgage was set up for automatic payments. Still, Nationstar failed to execute the payments and proceeded to charge XXXX late fees of {$150.00} each and XXXX " property inspection '' fees of {$15.00} each to my account as a result. 
Since XX/XX/2013, I have contacted Nationstar at least XXXX times attempting to resolve issues, to request an accurate accounting and explanations for incorrect or possibly incorrect charges to my account, as well as to request reimbursement for incorrect fees. On XXXX, I requested a payoff statement using their automated phone system. The statement was promised to arrive in XXXX business days. When the statement had n't arrived nearly XXXX weeks later, on XXXX, I contacted Nationstar again, this time through their web portal, to request a payoff statement. On XXXX, when I still had not received a payoff statement, I contacted Nationstar again by phone. I was told by the Nationstar agent that they had no record of my request for payoff statement, and that they would send XXXX within 3 business days. On XXXX, I finally received the payoff statement through email. 
This mortgage was paid in full on XXXX, though I continue to request from Nationstar a review of all of the fees XXXX both late fees and property inspection fees XXXX that have been charged to my account, all of which I dispute due to Nationstar 's failure to automatically debit my mortgage payments, reimbursement of incorrect fees, and correction of inaccurate information reported to credit bureaus. Dealing with these issues has consumed approximately 56 hours of my time working to fix errors or omissions made by Nationstar. In addition, both my wife and I suffered significant damage to our credit rating starting XX/XX/XXXX and continuing to today due to erroneous information provided to credit rating organizations by Nationstar. 
I have had the foresight, resources, energy, and business experience to document the history of my interactions with Nationstar. Throughout this series of interactions, Nationstar has failed to appropriately address my written and verbal requests. Nationstar 's policies and practices have had a negative impact on my and my wife 's credit ratings.

Company response to consumer: Closed with explanation