Consumer complaint received 2018-05-22
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To Whom it may Concern : Mr Cooper mortgage company took over my mortgage loan almost two ( 2 ) years ago and since then I have had nothing but issues. 

On XX/XX/XXXX, I received the XXXX form regarding my mortgage Interest Statement ( copy enclosed ). Please note box number XXXX. On XX/XX/XXXX I had my taxes for the year XX/XX/XXXX prepared and filed. 

On XX/XX/XXXX, I received a Corrected XXXX form RE : Mortgage Interest Statement ( copy enclosed ) and the error that Mr. Cooper made was a {$2000.00} difference as you will note in box number XXXX. Since my taxes were already completed and filed, I would have to pay to have my returns amended. 

Upon receiving this corrected XXXX form, I contacted Mr. Cooper and requested two ( 2 ) things from them : 1. I wanted my Escrow account closed and from here out I would take care of my property tax payments on my own. 
2. I wanted my PMI taken off my mortgage payment since I have been paying on my house for almost ten ( 10 ) years. 

I spoke with a Mr. Cooper agent XXXX on XX/XX/XXXX at XXXX XXXX   and she informed me that my property tax has been paid IN FULL for the year of XX/XX/XXXX and that I had a surplus of {$1300.00} and that she would close out my escrow account and send the surplus check. XXXX also advised that my tax preparer should do the amended tax filing for free which is an absurd comment and totally untrue. 

On XX/XX/XXXX, I received a letter from Mr. Cooper informing me that my property tax is delinquent. I was in shock. I called and spoke with XXXX at XXXX XXXX and he stated multiple times to me that my property tax WAS NOT DELIQUENT. I had him repeat this multiple times and he stated that he would email me the receipt that Mr. Cooper had in my records to provide proof that they did pay my property tax. XXXX stated the email would be sent to me within 24 hours and as of yet I have NOT received an email. 

Once I finished my call with XXXX, I checked online with XXXX County Tax Office and was shocked to see that my taxes have NOT been paid. I promptly paid the taxes with the penalty fee ( {$130.00} ) and the charge for the use of a credit card ( {$28.00} ) for a total of {$1400.00} ( see receipt enclosed ). I expect reimbursement from your company in the amount of {$160.00} for the late charges and the use of a credit card as I did not want the taxes to be one more day late. 


While also on the phone with XXXX I asked her about removing my PMI, She informed me that I was eligible to have that removed because I was at 74 % and, therefore, met the criteria. I asked her to send that to the department to handle this issue and thereafter I received a letter on XX/XX/XXXX and XX/XX/XXXX stating I was NOT eligible. Since I bought this property, I have NEVER changed mortgage companies but my mortgage has been sold three times. Your company is stating since I refinanced in XX/XX/XXXX that I have to pay my PMI for another 11 years. This will give them 21 years they are getting PMI payments for my mortgage. I then requested them to double check because I believe they were incorrect and they again sent a letter on XX/XX/XXXX again stating I was NOT eligible. 

I have enclosed a total of 8 exhibits and I have marked them with numbers on the top right corner for your review. Please review this history of my mortgage and the errors that have occurred by this company.

Company response to consumer: Closed with explanation