Consumer complaint received 2017-08-07
Company: NATIONSTAR MORTGAGE LLC
State: LA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
My payment is due on the XXXX. With a grace period till XXXX. I made my payment on the XXXX but was still contacted by an automated system. I requested this stop. The response basically indicated they would not.
ReplyPrintDeleteClose Subject : Re : Make A Payment [ # XXXX ] From : XXXX Received : Mon XX/XX/XXXX2017 XXXX Thank you for contacting Nationstar Mortgage.
Our records indicate that your last payment was received onXX/XX/XXXX 2017, in the amount of {$910.00}, out of which {$790.00}, applied towards payment and {$120.00}, applied towards principal.
Your next payment is due on XX/XX/XXXX2017, in the amount of {$790.00}.
The call you received was related to your monthly payment. Although your loan has a grace period that allows you 15 days after the due date before a late charge is assessed, your payment is due on the XXXX of each month. If the payment is not made on the due date, Nationstar Mortgage may contact you. This is because, as your mortgage loan servicer, we need to stay in contact with you and ensure your awareness of the help that may be available to you if you are having difficulty making your payments.
To avoid these calls and ensure your payment is made on time, you may set up automatic payments. AutoPay allows you to have your payment automatically debited on the same date each month from the checking, savings, or money market account of your choice. AutoPay ensures you make your payment on time every month, plus its free and easy to enroll. Simply sign in at www.MyNationstar.com, and from the Loan Overview page select Setup Autopay to enroll.
Should you have any additional questions regarding your account or to view details about your loan summary and recent account activity, visit us online at www.MyNationstar.com. You will have immediate access to : Frequently asked questions A full payment history Escrow information Automatic payment enrollment Mortgage Loan, Escrow Account Disclosure, and Tax and Interest Statements As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly by clicking on the mail icon in the top left of your Nationstar Mortgage online account or you can call our Customer Service Department at XXXX.
Sincerely, Research and Response Department Nationstar Mortgage LLC Messages received or sent through the website do not constitute Qualified Written Requests ( QWR ) ( a term which includes Notices of Error and Requests for Information ) and our response should not be construed as waiving any QWR requirements, as pursuant to 12 C.F.R 1024.35 ( c ) & 1024.36 ( b ), a designated address for the receipt of such notices or inquiries. To submit a QWR, please send to our designated address : Customer Relations Department, XXXX XXXX XXXX, XXXX  TX XXXX.
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Nationstar is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only.
-- Original Message -- From : XXXX Date : XX/XX/XXXX2017 XXXX XXXX To : XXXX Subject : Make A Payment I was called at work on XX/XX/XXXX by and automated system saying I needed to contact someone about by account within 24 hours. My payment was due on XX/XX/XXXX and no late payment is charged until XX/XX/XXXX.
Do n't you think that is too soon to be contacting a customer? I did n't ask to be part of NationStar. My debt was purchased. It feels pretty bad to be contacted at work by an automated bill collector. I pay each month before the dead line. If I do n't, then contact me ; otherwise please stop contacting me.

Company response to consumer: Closed with explanation