Consumer complaint received 2016-01-20
Company: NATIONSTAR MORTGAGE LLC
State: IL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Hello, My loan was transferred from XXXX XXXX XXXX XXXX XXXX to Nationstar Mortgage starting XXXX XXXX This was a Loan Modification Loan.When the loan was transferred Nationstar claimed that there were payments missing. Which was incorrect and proof of payments were emailed to Nationstar. Nationstar would harass me everyday or other day of missing payments for over a year and no one corrected or contacted XXXX XXXX XXXX XXXX XXXX to find out what happen, but each time I would speak to Nationstar they would apologize and say we will do a research which no one ever did from Nationstar for over a year. Than after me complaining so much and following up I was told on XXXX XXXX that it is not the payment missing, but it was an escrow shortage that came from XXXX XXXX XXXX XXXX XXXX Keep in mind I have all the dates, times & person I have spoken to from each mortgage. Each time I was told something different. This time Nationstar did do a research, but was incorrect. I would demand proof and I was not receiving it. I have emails to proof also. After many calls I did get someone from the escrow department from Nationstar and he was very nice after 2 hours on the phone he found the mistake. This was a Loan Modification and escrow was calculated the wrong terms. This was never corrected FYI. So finally I had it and requested a supervisor that I can deal with XXXX person which I was advised from Nationstar. Finally in XXXX XXXX I get XXXX person dealing with my situation from Nationstar and she did agree this a nightmare and did n't know where to start. She did do her research and received all my proof documents thru email and also did see these documents were emailed and upload in their system from the beginning. She was getting no where with Nationstar. So we did a XXXX way call to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX said they never received any letter request from Nationstar. XXXX XXXX XXXX XXXX XXXX confirmed to Nationstar that they applied a payment wrong and there is no payment missing. Since I no longer have a loan with XXXX XXXX XXXX XXXX XXXX they wo n't speak to my unless Nationstar is on the line also FYI. XXXX XXXX XXXX XXXX XXXX requested a research payment to be correct. He did n't know how the process will work if I will receive a refund or if Nationsar will give it to me. Please note this missing payment was paid to Nationstar to avoid Foreclosure. On XXXX XXXX, XXXX I receive a letter from XXXX XXXX XXXX XXXX XXXX that the research is in process. Later I receive a call from XXXX XXXX XXXX XXXX XXXX that since the loan is no longer with XXXX XXXX XXXX XXXX XXXX that Nationstar needs to request this matter which they did when we were on XXXX way, but the person did it wrong. Here we go again more mistakes. So back to calling XXXX XXXX XXXX XXXX XXXX with Nationstar going over everything etc. This time Nationstar was told that since the loan is no longer with XXXX XXXX XXXX XXXX XXXX there is nothing they can do even though they are the onc that did the error and that Nationstar has to fix this error in order to receive my money back it 's out of their hands. Nationstar heard again payment was not missing just XXXX XXXX XXXX XXXX XXXX process it wrong. I received a call from Nationstar the same person that was helping stating that in order to refund me my money back and correcting the error they need a letter from XXXX XXXX XXXX XXXX XXXX, but they are having trouble to receive a letter. Nationstar person even had her manager call XXXX way to XXXX XXXX XXXX XXXX XXXX and are not getting anywhere. So I am writing to you with help. To me this is fraud. I need my money back including the escrow shortage that Nationstar is claiming. There should be no shortage on any payments.

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