Consumer complaint received 2015-04-07
Company: NATIONSTAR MORTGAGE LLC
State: GA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
After sending a certified letter to Nationstar requesting the removal of PMI and hearing nothing back, I called Nationstar on XX/XX/XXXX, and was emailed a form letter to mail or fax. I filled out the letter, and as I recall, I faxed it to them. 

After hearing nothing back, I called Nationstar XX/XX/XXXX at XXXX to ask if they had received the letter. I have a record of this call in my cell phone history. From memory, I recall asking if they had received the letter, and recall that they stated they had received a letter, but it did not give permission to order an appraisal. I assumed they had received my XXXX letter, but not my XXXX, so I faxed in the filled out form letter again. We ( my husband and I ) also mailed it in XX/XX/XXXX, regular post. 

( They have since acknowledged receipt of that request form on XX/XX/XXXX. ) We received no response to our request within the required timeline ( 30 or 45 days? ). 

We contacted Nationstar again on XX/XX/XXXX ( XXXX ). From memory, the person we spoke to apologized and told us we would be contacted to schedule the appraisal within XXXX business days. No contact was made. After getting the run-around, we began keeping more detailed records. 

Having not received any further notice about the status of our request, we called again on XX/XX/XXXX. At this point, we spoke to XXXX ( at XXXX, who said she would call back with an update on our status, but never did ) and to XXXX ( XXXX ), XXXX ( XXXX ), and finally XXXX XXXX ( XXXX ). Due to the long timeline of our request process to this point, XXXX XXXX indicated that he " respects [ our ] time '' and provided his personal phone number ( XXXX ) that we could follow up with him on the status of our request. He acknowledged that the original request was received XX/XX/XXXX. He told us that the appraisal would be scheduled " by XXXX at the latest ''. 

Having heard nothing for another 3 months, we left voice messages requesting responses on our PMI request on the number XXXX XXXX provided on XX/XX/XXXX, and on XX/XX/XXXX ( at XXXX ). We never received responses to these inquiries. 

On XX/XX/XXXX at XXXX, we began a call that lasted XXXX hour, XXXX minutes, in an attempt to get a response on the PMI cancellation request. 
XXXX answered after we spent XXXX minutes on hold. Based on the nature of our request, she transferred us to XXXX in the customer service department. XXXX acknowledged ( his acknowledgement is audio recorded ) that the request was originally received XX/XX/XXXX. XXXX in turn transferred us to the Lead Supervisor for the evening, XXXX. 

XXXX indicated that they would escalate the priority of the appraisal request associated with the PMI cancellation request. We expressed our concern that this was the response we had received XXXX months prior with no action taken since. XXXX also acknowledged the XX/XX/XXXX initial data of receipt of the cancellation request. She explained that the request had been delayed in XX/XX/XXXX because their appraisal department was awaiting a signed cancellation request. We explained, and XXXX confirmed her understanding of, the fact that the document that they were waiting on had already been received in XX/XX/XXXX. She reiterated that the request had been elevated ( to XXXX XXXX ) and stated upon inquiry that there was no higher authority that she could disclose to us to whom we might seek further answers. She offered the assistance of the loan department in getting PMI cancelled more rapidly. A quick conversation with XXXX illustrated that this amounted to simple refinancing, and that is among the last things we would want to do with Nationstar.

Company response to consumer: Closed with explanation