Consumer complaint received 2017-04-26
Company: NATIONSTAR MORTGAGE LLC
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
An escrow analysis was done by my Mortgage company on   XXXX   in which there was an escrow shortage of $ XXXX  (see attachment Escrow  XX/XX/XXXX ). I discovered the change was due to my hazard insurance so I called  XXXX , my insurance company to figure out why my premium had increased. They told me that because I lost the bundle discount (auto and home) that my premium increased. So I changed my Hazard insurance to a more manageable premium (see attachment   XXXX   insurance  XX/XX/XXXX ) I received a check for the difference of the remaining policy and sent an escrow payment on   XXXX   to Nationstar in the amount of $  XXXX   bringing my escrow balance to $  XXXX   from a deficit of $ XXXX . 

Then I sent this message:
--Original Message--
From:  XXXX 
Date:   XXXX     XXXX   XXXX  
To:  XXXX 
Subject: Escrow (Tax/Insurance/Other)

I am contacting you to request a new escrow analysis reflecting  the changes made to my homeowners insurance (Hazard Insurance). Thank you.

See attachment (Nationstar Response #1 Case ID  XXXX ). My interpretation was that they were refusing to do a new escrow analysis. However, within their response I observed the following line: "However, your insurance provider is   XXXX   XXXX   XXXX  . If you still want to run new escrow analysis then please reply back to this message and we will be happy to assist you.."

So I replied with this message:
--Original Message--
From:  XXXX 
Date:  XX/XX/XXXX    XXXX   XXXX  
To:  XXXX 
Subject: Escrow (Tax/Insurance/Other)

 I WOULD LIKE YOU TO RUN A NEW ESCROW ANALYSIS.

See attachment (Nationstar response #2 Case   XXXX   XXXX  ). Which again I wasn't feeling very confident that they were going to do a new escrow analysis and the new payment of $ XXXX  is due on  XX/XX/XXXX .

At this point I began researching Real Estate Settlement Procedures Act (RESPA) and sent an email requesting again for an escrow analysis or some alternative solutions (see attachment Email to Nationstar   XXXX  ) And their response (Nationstar Response #3 Case   XXXX   XXXX  ). I then contacted Nationstar on  XX/XX/XXXX  to provide a copy of the update d   XXXX   Hazard Insurance p olicy (attachment Allstate insurance   XXXX  ). Also, on   XX/XX/XXXX  I mailed a copy of attachment (Email to Nationstar  XX/XX/XXXX ) to fulfill Qualified Written Request and sent a copy of the  XX/XX/XXXX  Property tax notice and updated hazard insurance (attachment   XXXX    insurance  XX/XX/XXXX ). 

I then received a new escrow analysis on   XXXX   see attachment ( XX/XX/XXXX  Escrow Analysis). Where Nationstar Mortgage is still using an anticipated disbursement for Hazard insurance of $ XXXX . 
Then on  XX/XX/XXXX  I received a resolution letter through secure email and is attached as  (  XXXX ). As alluded to in the resolution letter they place the blame on   XXXX   for requesting an additional payment. When I contacted  XXXX  on  XX/XX/XXXX  they related that they sent them the new policy plan but did not request an additional payment as the new payment wasn't due until  XX/XX/XXXX . So I responded with the following email on  XX/XX/XXXX :

The paperwork you received from  XXXX   was an update to the policy and they were not requesting a new premium be sent. The anticipated hazard insurance was the paperwork you received from  XXXX  that you (Nationstar Mortgage) sent payment without request an additional payment of $ XXXX  before the disbursement due date.  Please do an escrow analysis with the anticipated disbursement of  XXXX  rather than the incorrect anticipated hazard insurance premium of $ XXXX  reflected in the  XX/XX/XXXX  escrow analysis. If you still maintain that   XXXX   requested an additional premium of $ XXXX  please attach the paperwork for my review. 
--- Originally sent by  XXXX  on   XXXX   XXXX   XXXX     XXXX   XXXX   ---

I have been working on a resolution to this escrow shortage since I discovered it on   XXXX   XXXX   XXXX   So I could make my mortgage payment on  XX/XX/XXXX . Now its  XX/XX/XXXX  and I am still relatively where I started with a $ XXXX  mortgage payment looming that is an increase of $ XXXX . Please help.

Company response to consumer: Closed with explanation