Consumer complaint received 2016-03-11
Company: NATIONSTAR MORTGAGE LLC
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We 've had a mortgage with Nationstar Mortgage since XXXX XXXX. We 've had several account issues that concern us, and have tried numerous times to get help from Nationstar 's customer service representatives, with no luck. Our latest attempt was to write a letter to Nationstar 's Customer Relations Department mailed on XXXX XXXX, XXXX, XXXX of Nationstar 's customer services reps suggested sending the letter after she was not able to help us. The customer relations dept has no email address or phone number, writing a letter is the only way of communication. We have n't gotten a response from customer relations. 
We went through most of XXXX with no problems. We paid our mortgage payments of {$1300.00} per month from XXXX XXXX - XXXX XXXX. 
We received an " Annual Escrow Account Disclosure Statement '' dated XXXX XXXX, XXXX. This statement showed a " surplus '' of {$3700.00}, stated that our new mortgage payment would be {$1100.00}, and there was a check attached from Nationstar for {$3700.00}. We made our XXXX payment of {$1100.00} ( we called to make sure with a customer service rep ). Received a letter, dated XXXX, from XXXX XXXX XXXX XXXX saying this is our " final notice '' ... .we had not paid {$2300.00} in XXXX taxes and interest. Contacted Nationstar, they checked and told us " that 's our mistake, we 'll fix it ''. They also told us to return the {$3700.00} with a letter saying it should be applied to the escrow, not the principal of our acct. We were told to continue making our {$1100.00} payments until this was cleared up, and to call back after check cleared to be sure it was applied to escrow. XXXX and XXXX payments were also {$1100.00}. Received a XXXX XXXX XXXX tax bill in XXXX, sent a copy to Nationstar. We did n't receive an XXXX payment statement, called to ask about it and were told our new payment would be {$1400.00}, which is {$110.00} more than it was before Nationstar 's mistake in not paying our taxes. The check for {$3700.00} was not applied to escrow as it was supposed to, Nationstar rep said she 'd fix it. We still are not sure if the problem ever got solved. XXXX XXXX - XXXX XXXX we paid {$1400.00} per month. A copy of every tax bill we got during that time was sent to Nationstar. Called customer service to question when our payments would go back down ( the additional {$110.00} per month was supposed to bring our escrow acct balance up over the year, satisfying our shortage ). We talked to several people in the customer service and the escrow department, no one was able to help us. We asked if our acct could be audited, we were wondering what mistakes were made that we do n't know of. Told there is no audit department, suggested letter to customer relations. We wrote a letter to customer relations dept and mailed it on XXXX. Received escrow acct disclosure statement, dated XXXX/XXXX/XXXX, which states our payment is now going up to {$1500.00}, another {$88.00}. 
We had another issue we tried to get cleared up while talking to customer service. In XXXX XXXX, we applied for a XXXX XXXX. In a recent call to XXXX XXXX XXXX XXXX XXXX office, were told all the info was sent to Nationstar in XXXX XXXX, XXXX year ago. We have seen nothing pertaining to this in any of our correspondence with Nationstar, and their customer service reps were n't able to help. We wrote of this problem in our letter to customer relations also. 
Because we 've had such trouble trying to get help from Nationstar, we have n't tried to talk to anyone about discontinuing the PMI on our mortgage because the house has been renovated. 
We would greatly appreciate any help you can offer us. Nationstar 's customer service reps have been no help. We can not understand how Nationstar 's customer relations department does not have a phone or email address.

Company response to consumer: Closed with explanation