Consumer complaint received 2017-05-16
Company: NATIONSTAR MORTGAGE LLC
State: NV
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
This is my 2ND complaint to CFPB regarding the same problem with Nationstar Mortgage. My original  XXXX  # is  XXXX  and was submitted on  XXXX / XXXX / XXXX .  XXXX  ationstar Loss Draft Department was and continues to be a MAJOR problem du ring our claim to our Insurance company and reconstruction of our home. They have delayed the progress of our project and has now made us incur costs for extended temporary housing beyond what our insurance carrier will reimburse due to the continued delays. Furthermore, our insurance company has threaten to enforce a deadline to limit us on replacement costs coverage which is only available upon completion of repairs. Please refer to our prior complaint under above referenced case number for details. Fortunately after our first complaint to your offi ce ( CFPB )  on  XXXX / XXXX / XXXX , Nationstar responded promptly by issuing initial {$40000.00} draw of our reconstructions funds by  XXXX / XXXX / XXXX . As of today they continue to withheld over {$33000.00} from our insurance claim funds for disbursement after inspection of 50 % of reconstruction of our home. Since  XXXX  of  XXXX  we have tried to schedule this inspection with Nationstar Multiple times, they have accepted our requests and advise inspector will call to schedule, after waiting days with no calls, we follow up with  Nationstar  to find out every single time they CANCEL the inspection without any notification. They have said inspections has been cancelled by mistake, other times it has been cancelled due to lack of documentation.. when we have provided them with EVERYTHING. We have created an account through their  XXXX  website their automated system asks you to go to for updates, but the system continues to tell us our case requires special handling, it is no use to us. Their Loss Draft department is incompetent, no assistance, no moving forward, no follow up, non of the employees seem to even understand the claim process, never take the time to read our case information, continues to give us contradicting information, excuses for non cooperation. We have provided their Loss Draft Department with a COMPLETE AND DETAIL Information, emails, reports between our insurance company, the work performed on our property as well as additional information to assist them in managing our funds properly. At this point our house has been sitting at approximately 60 % completion since  XXXX   XXXX , pending additional funds currently withheld by  Nationstar and as of the moment we are still waiting to the mercy of someone at Nationstar willing to help us. We have spent so much time, hours, efforts, energy, stressful phone calls. We want to move back into our home and Nationstar seems to have no consideration for our current situation. They have taken our claim funds once again hostage and treat these fun ds as they were additional loan funds ... THIS IS RIDICULOUS. How does this company even hold a license as a loan servicing company when they can not distinguish the difference between loan funds and escrow funds or insurance claim funds. PLEASE HELP!!

Company response to consumer: Closed with explanation