Consumer complaint received 2017-04-03
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My home suffered a water leak from a burst pipe in my crawlspace. My homeowner 's insurance company ( XXXX XXXX ) advised me on the day the leak occurred to engage a water restoration company to remove the water immediately. We also had significant damage to our hardwoods floors from the leak. I had the water work done and received a check from XXXX XXXX. I sent the checks to NationStar ( my primary lender ). It has taken over 5 months of dealing with them to get to this point and still have no funds to repair my home. I have since been sued by the contractor because it has taken so long to release the funds. The nature of my complaint is that NationStar 's process to get funds released is not clearly defined and takes an inordinate amount of time to complete. I faxed their requested packet of paperwork twice. Twice, I was told they could not find it. I overnight mailed it to them. They claim they never received it even though I have delivery confirmation from XXXX. I inquired on several occasions about an email or some other electronic process for sending the documents and was told they did not have one. After about 3 months of contacting NationStar, I was finally told about XXXX. I uploaded the documents to this website ( the 4th time NationStar was provided with the documents ). They claimed documents were missing. I uploaded them, again. After 4 times uploading the documents, they rejected my claim because I did not have a " bid '' prior to the work beginning. I have had to explain to 4 different representatives on four occasions that it was an emergency and there was no bid process. XXXX XXXX told me to call the contractor they used and start the water removal process within the hour to mitigate damage to the hardwood floors so that is what I did. No one knew ahead of time how much it was going to cost because no one knew how long it was going to take to remove the water and dry the crawlspace. I have been forced to have the exact conversation with 4 different representatives and each time they tell me they will approve the paperwork but then the system shows it has been rejected so I have to call and have the same conversation. The representatives also give conflicting information and are unable to answer detailed questions about the content of the documents that are required yet, they keep rejecting the documents. This is the most frustrating customer service experience I have ever had. My home is still not repaired, I am being sued and I have had to spend a significant amount of time dealing with something that should be straightforward. At a minimum, NationStar should clearly state, in writing, the details they will require on the paperwork to release the claim. They should also assign customers to one customer representative so they do n't have to repeat the issues so many times. There is zero ownership of this process on NationStar 's part and they off-shore their customer service so English it not the primary language of the representatives, making communication difficult at times. There is also no way to speak with a supervisor. I asked on 3 occasions and was told one was not available. There is no one who can help resolve a problem. They read from a script and can not think outside the box if your situation is slightly different than a typical claim ( i.e., an emergency situation where you must engage a contractor within hours of discovering a problem ). As it stands now, I am tempted to walk away from this home because I have little faith that I am going to get all of my claim checks released and, since I am being sued, I am afraid to engage any more contractors to fix the damage on my home. This happened in XX/XX/XXXX. It is now XX/XX/XXXX and I have n't seen a dime of the money XXXX XXXX gave us for home repairs because of NationStar 's incompetence in clearly communicating with customers.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation