Consumer complaint received 2017-06-06
Company: NATIONSTAR MORTGAGE LLC
State: MO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I purchased a new home and as an XXXX XXXX XXXX XXXX XXXX XXXX XXXX I obtained a mortgage through XXXX. Up until XX/XX/XXXX my mortgage was serviced by XXXX XXXX XXXX XXXX but on XX/XX/XXXX XXXX changed over my mortgage to Nationstar. I was not asked whether I wanted this change nor was I informed of it. However, I had received a letter on XX/XX/XXXX from XXXX stating that Nationstar would be acting as XXXX agent on XX/XX/XXXX and that they would often use the name XXXX or XXXX XXXX XXXX XXXX while acting on behalf of XXXX. XXXX created an FAQ page specifically for this transfer of servicing to Nationstar : XXXX XXXX XXXX XXXXXXXX ( last visited XX/XX/XXXX ). One of the FAQs on this page is Will I be charged any additional fees with the transfer of servicing to Nationstar? The answer to that FAQ is : No. You will not be charged any additional fees because of the transfer of servicing to Nationstar. It was after the switch to Nationstar that I begin to have problems. I went to Nationstars website and made a payment using my old XXXX checking account into my escrow. I had never heard of nor did I authorize the use of non-party XXXX to make a payment on my mortgage. Also, I never signed any documents authorizing or providing my expressed or implied consent to charge my account {$19.00} every month. Yet, on XX/XX/XXXX I was charged the first unauthorized {$19.00}. The XX/XX/XXXX charge stated XXXX XXXX XXXX. This charge was authorized by Nationstar. The details of the Transaction Details dated XX/XX/XXXX showed that it was authorized and/or processed by someone named XXXX XXXX and was an ACH withdrawal. On XX/XX/XXXX, I searched online for XXXX XXXX and found his bio for Nationstar at XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX all three websites indicated that XXXX XXXX is a XXXX XXXX XXXX with Nationstar Mortgage XXXX XXXX. On XX/XX/XXXX I contested the XXXX charge during a three-way call with XXXX and/or Nationstar. XXXX and/or Nationstar gave me a Permanent Credit. During the three-way call, I asked the representative of XXXX and/or Nationstar about XXXX XXXX and was told that they didnt know who he was or if he even worked for XXXX and/or Nationstar. The next day I contacted XXXX and/or Nationstar again and during the three-way call I disputed the XXXX charge and was given a Permanent Credit by XXXX and/or Nationstar. On XX/XX/XXXX I was again charged {$19.00}, which was credited to XXXX and XXXX XXXX, this lead to my being charged an additional {$25.00} overdraft fee. I contested this charge also and on XX/XX/XXXX XXXX and/or Nationstar issued me a Permanent Credit refunding me both the unauthorized {$19.00} and the {$25.00} overdraft fee. Then on XX/XX/XXXX I received another unauthorized {$19.00} charge credited to XXXX and XXXX XXXX. Again, I disputed this unauthorized charge and asked XXXX to block all future charges made by XXXX. On XX/XX/XXXX, XXXX issued me a full credit, but on XX/XX/XXXX I was again charged {$19.00} by XXXX and XXXX XXXX. I again dispute the charges. On XX/XX/XXXX XXXX issued me a Provisional Credit and asked that I sign and return a prewritten form affidavit to dispute the charges. The prewritten form provided only five options to choose from on why I believed the charges were unauthorized none of which fit my situation. I could not in good conscience sign or return the affidavit. XX/XX/XXXX I received my XXXX unauthorized {$19.00} charge from XXXX and XXXX XXXX. I had contacted XXXX several times about the status of the account but was unable to get through to anyone and never received a response from XXXX at that time. It is my belief that I am not the only person being subjected to these repeated unauthorized charges. Since the first monthly charge hit, I removed all money from my old checking account and opened a new checking account. XXXX and/or Nationstar refused to permit me to close my old account. I believe that XXXX and/or Nationstar can continue to charge me {$19.00} monthly. Due to this situation, XXXX and/or Nationstar will only allow me to make minimum payments on my mortgage using my new checking account. This restriction stops me from paying off my mortgage early and/or faster because I can not pay into my escrow account. This situation with XXXX and Nationstar is stressful. I am fearful that I will not be able to pay my mortgage without incurring additional monthly fees that will greatly increase my mortgage. I am emotionally distressed, angry, nervous and freaking out.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation