Consumer complaint received 2018-05-08
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have included below the email I sent to Mr Cooper regarding our mortgage loan. Mr Cooper purchased our mortgage from our original mortgage company that I signed into agreement with. I never re-agreed to any new or change in terms with Nationstar / Mr Cooper. Mr Cooper changed our fixed mortgage amount multiple times in the past year and did not inform us of this. They also would not tell us why our mortgage payment increased or why the changes were made. The date of change was on XX/XX/XXXX and XX/XX/XXXX, they could not verify the exact dates with me and kept changing the answer with each person that I spoke with. They then held our XX/XX/XXXX payment and did not apply it to our account, after that they started billing us fees and used portions of our mortgage payments for their fees and did not apply them to the principal, interest or escrow. They used our mortgage payments to pay their fees. 

They now say we owe them {$2000.00} in unpaid mortgage payments. I have tried to resolve this over the phone with multiple calls with no success. Per their request I sent a dispute email to their customer relations officer and I have included that email below. 
The pictures and statements are omitted here but will be included in this complaint below. 

This is not the first time we have issues like this with Nationstar. Back in XX/XX/XXXX/XX/XX/XXXX they did something very similar to what they are doing now. They said we missed a mortgage payment but waiting over 2 years to inform us and we ended up paying fees and the whole payment to get our account current. I should have filed a complaint then but did not know what to do as a consumer and felt pressured into losing my home from them so I just paid it. 


Here is the email we sent them : I am writing to request correction of the error described below in regard to the mortgage loan on my property at XXXX. 


Payment Errors : Your company rejected the full payment I made on XX/XX/XXXX and XX/XX/XXXX in the amount of {$1500.00}. I was told on the phone yesterday XX/XX/XXXX that my mortgage payment amount increased to {$1600.00} without our knowledge, we received no notification in the mail from you in regards to this and your manager XXXX could not give me a reason as to why my fixed mortgage payment was increased. 
Your company, Mr Cooper, did not properly apply all of the payments of {$1500.00}. XXXX for our monthly mortgage statements since XX/XX/XXXX. The payment made from XX/XX/XXXX until XX/XX/XXXX should have been credited to : *principal, interest, escrow *every payment I made since XX/XX/XXXX you have been applying those fund to fees that your company created to our account. On our call on XX/XX/XXXX your manager XXXX could not tell me in detail what these fees were for and declined to speak about them. 
I have listed below a copy of the payments made and fees you have taken from my mortgage payments : ( picture is below ) Fee Errors : Your company incorrectly imposed 10 fees in the above examples that we would like removed, credited back to our account and applied to the monthly mortgage payment in which they were made. The dates of these 10 fees were on XX/XX/XXXX. 


We would like to reach a resolution and get back to current on our payments of our account and mortgage loan. I have also included in the below screenshot a copy of my bank statement showing the mortgage payments that were paid to your company from our XXXX XXXX account : ( picture is below )

Company response to consumer: Closed with explanation