Consumer complaint received 2015-10-27
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Nationstar keeps jacking us around with our payments. 
They receive it but not post it until it is late and then they charge interest and penalty. They call us at all hours of the day and even late at night. Once they claimed that I had not paid the mortgage, but when I agreed to pay that month 's rent via telephone, they accepted it, charged me a " fee '' for processing, and then, the very next day, the check that I had sent them weeks before, got posted to my account. That is felonious in my book. That 's is also, an unprofessional way to work with people. Thus I paid twice. 
I asked for a refund and they said they could credit it to the next month 's payment. I told them no, yet to the best of my knowledge, I never received a credit on my bank account or on the mortgage account. 
Recently, they kept sending notices and threats about Foreclosure. All the while I kept making payments every month. 
Lately, they kept calling about the fact that they have not received our XXXX payment. I said it was already sent several weeks ago. They said no, " not received according to our records. " Then yesterday ( XXXX/XXXX/15 ), I receive in the mail XXXX checks : Firstly, the check that I had sent for the XXXX payment. Even though their records showed that I had not made the payment, now they were returning it to me. 
Secondly, we also received yesterday, their own check # XXXX in the amount of {$870.00} for the month before, saying that they can not apply partial payments, that I now owe them {$3300.00}!!! 

These people are crooked and not playing fair. We have been trying to protect my daughter 's interest. 
You see, we have been making payments for our daughter, who appears on the title. However, she has been ill for quite some time with a debilitating condition known as " XXXX. '' Often she ca n't even get up of bed. 
Here are the other problems. Years ago she signed a consent for us to take care of all her businesses, including her mortgage. They have copies of such. However, they keep claiming that we ( I ) do n't have authorization. 
I have sent them copies of such on a number of occasions, but they seem to lose it or " not receive it. '' Most recently I have copies of her authorization from XXXX XXXX, 2015 and XXXX XXXX, 2015, which they still claim that they do not have. 
This has become an impossible situation with XXXX Mortgage. 
Today I 'm in the process of sending e-mails to no less than XXXX " Account Consultants '' or " Dedicated Loan Specialists '' who have sent us letters indicating that 's the person we should deal with. With each one that we reply, and try to contact, is like starting all over again. 

It is really simple : If they give us credit for the XXXX 2015 double payment, and keep the XXXX payments they sent us, we are current. We are about to send XXXX 's payment, which is due on the first of the month but we have a grace period until XXXX XXXX. 

Oh yes, how do they expect us to make payments on time when we do not receive the monthly vouchers as we were supposed to. They probably go to my daughter, who is bed-ridden, and living with her sister. It 's a major effort for her to go to the post office. We live XXXX miles away from them, so it is difficult for us to get there as well. 

This is becoming a horrible nightmare. I do n't know if you can really helpXXXX XXXX XXXX XXXXXXXXXXXX

Company response to consumer: Closed with explanation