Consumer complaint received 2015-03-24
Company: NATIONSTAR MORTGAGE LLC
State: GA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
I schedule my mortgage payment, using the mortgage company 's website, each month, to be submitted on the XXXX. When I scheduled my XX/XX/XXXX payment, I did not receive a confirmation email. I waited to receive it, but I never did. Since I was going out of the country for XXXX, I re-scheduled the payment and received my confirmation email. On or around XX/XX/XXXX, I received notification from my bank that my mortgage payment had bounced. When I looked into it, I saw that both payments had been submitted ; 1 cleared and the other did n't. I could not reach the mortgage company by phone, and since I was leaving on XXXX/XXXX/XXXX, I contacted my bank ; they saw the duplicate payment and reversed it. The mortgage company tried to push it through again, and once again, my bank reversed it. I did not receive any notification from Nationstar regarding this transaction,. I scheduled my XXXX XXXX payment and received a confirmation email. I did not receive anything from Nationstar until I received my XX/XX/XXXX statement, showing that my XX/XX/XXXX payment was due. I contacted them by phone and asked why they had not presented the payment to my bank. I was transferred from person to person to person, and finally the collection department, who was rude and belligerent. They would not listen or understand that my XX/XX/XXXX payment and my XX/XX/XXXX payments were made on time. They kept trying to make me pay extra fees and said my next 6 payments needed to be mailed in, and certified. I explained that the website caused the error, but they would not listen and would not use common sense to see the problem. To date, they have never sent me anything rejecting the XX/XX/XXXX payment. They keep saying I put a stop payment on the XX/XX/XXXX payment, but my bank can clearly show that I did not. I have emailed them over and over trying to get this issue resolved and trying to make all of my payments on time. My bank records will show that I have the money in my bank every month for the full amount due. I am not trying to get out of paying ; not trying to pay late and not trying to qualify for any programs. I simply want the error recognized ; the fees reversed ; the block on my online payments removed, my credit record corrected to show no late payments ; an apology ; and I am now asked for compensation for the harassment I have endured. I have asked them to communicate by email, so we have a written record of all correspondence, but they call my cell phone relentlessly. They are causing me problems to my health. I battled XXXX XXXX all of XXXX and my doctors tell me that I need NO XXXX to remain XXXX free. I have asked them to have their legal department contact me and they refuse. I spoke with XXXX person from Texas back in XXXX ( I believe ) and she said she would get everything handled, but then stopped taking my calls. Over and over, their employees have told me one thing, then never followed through. I am beyond frustrated. I have been in my home over 17 years and never experienced anything like this. I am a XXXX in Georgia, and if this were one of my XXXX, I would have looked into the circumstances, seen the error, corrected it and collected the payment. I do n't know what their motivation is for being so difficult to deal with. I am sure they had the duty to notify me in XX/XX/XXXX and XX/XX/XXXX if there was a problem.

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