Consumer complaint received 2018-03-03
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Nationstar Mortgage Attn : XXXX XXXX XXXX Chairman and Chief Executive Officer XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : Account Number : Dear XXXX XXXX : I am a long time customer of Nationstar Mortgage and a senior citizen. I have been in communication with individuals from your company in the Customer Relations department regarding a matter of great concern to me. I initiated automated payments for my mortgage several years ago with XXXX  XXXX XXXX. These payments are faithfully sent on the first of the month as they should be and as I promised. 

In XXXX your company elected to reduce the paperwork and postage costs to the company and I was contacted to allow for email communications regarding my account and I agreed. At that time, I did not understand that to mean that I would be required to log into an account that your company established for me. I believed that any matters related to my account would be communicated by email as agreed. I believe that you can agree that an email account vs an online login site with the company are quite different. 

Apparently, the communication regarding the escrow for my account was communicated via the online account and never communicated to me by email. There was a shortage and over time, the amount that I was sending was falling further and further behind as a result. Still, the company did not send me an EMAIL as I was promised and agreed to. As the shortfall continued, your company started to report my account as delinquent to the credit bureau, all without notifiying me by EMAIL as agreed to let me know of the problem. 

I realized that this was happening when I initiated an inquiry to XXXX XXXX  XXXX for an equity loan to make repairs to my home. They stated that I was delinquent on my first mortgage with you, and that my credit score was too low to consider this as an option. I was absolutely floored! I have always been a hardworking, on time bill paying citizen! 

When I called customer service, the representative advised that I agreed to EMAIL communications relative to my account. Yes I did, so why I was not advised by EMAIL that my account was short has me frustrated and angry. Additionally, I do believe that an individual reviewed my account and should have noted the regular on time payments but obviously neglected to note that I am also a senior and should have been entitled to a call, letter or an actual EMAIL as I was promised. 



Nationstar Mortgage Attn : XXXX XXXX XXXX XX/XX/XXXX I write to you to assist me in clearing this matter up. I would like my credit record with to be corrected and to revert to paper statements immediately for my account. I have been in communication with a Mr. Cooper at the Customer Service department to no avail. In absence of your assistance, I will be required to seek legal advice on this matter. I also know that you are regulated by the State of Florida and required to follow the law of the land. I can only assume that the neglect, mismanagement and inattention to the senior citizens of this state will not be looked upon kindly. Please, help me to get this resolved and if it would make this more palatable in these circumstances, provide an equity line for my property to allow for me to make the necessary repairs that assist me to continue to remain there as I attend to my elderly parents in their time of need. 



what set me off was the third mark in XXXX was deliberate cause all payment were date

Company response to consumer: Closed with explanation