Consumer complaint received 2017-02-24
Company: NATIONSTAR MORTGAGE LLC
State: WI
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My VA home loan is through XXXX and my subservicer switched from XXXX to Nationstar Mortgage LLC around XX/XX/XXXX. They mailed me an escrow check to pay taxes XX/XX/XXXX for {$1100.00}. I called XX/XX/XXXX and was told to fax a copy of the taxes due to them and they would fix it by disbursing the total due to me. I did so on XX/XX/XXXX. I called XX/XX/XXXX and they asked as if they had not received my fax. I directed them to check the city website because anyone can put in an address and find out how much taxes are due I asked them what they wanted me to do with the partial payment and I was told to hold onto it. I was also told they would call me back and fix the issue. They never called me back. I called them XX/XX/XXXX and told them they need to make an electronic payment on the city 's website because my escrow disbursement agreement was to pay my taxes in full. I told them all payments were due by XX/XX/XXXX and this will adversely affect my XXXX taxes. Again I was told I would receive a call back. I did not. I called again on XX/XX/XXXX. They finally admitted they should have disbursed more to me to pay taxes. I told them I expect them to make an electronic payment so it posts on time and I want an updated XXXX to reflect the total taxes paid for XXXX. I was told they would call me back later that day. I received a call and was told they could not make an electronic payment. I directed them to the city 's website where it clearly shows how to make an electronic payment. They said they could n't do a wire payment and that is the only means for them to make payments other than checks. They told me I had to get the partial check they disbursed to me to the city despite at this point I had to physically provide it because it was too close to the due date to mail it. I had to leave work early to ensure the check was sent on time. They said they would overnight a check to the city. I told him then I still need an updated XXXX. He said they likely would n't reissue a XXXX but might send a letter to help with my income tax concern. I called XX/XX/XXXX to tell them I checked the city website and it shows the payment posted as timely and I still need my XXXX reissued. They told me they could n't do that because technically the disbursement was sent in XXXX so it must go toward XXXX 's statement. I told him that I have been in contact and expecting responses from them since XX/XX/XXXX and they have been completely incompetent and unwilling to quickly remedy the situation. I told them I would seek redress and contact government and legal challenges since the fault lies with them to manage escrow disbursements in a timely fashion. They mailed a letter XX/XX/XXXX stating they conducted an investigation and did not find any error in the amounts reported on my XXXX XXXX. They reviewed my payment history and verified the amounts reported, including the payments disbursed from my escrow account, are correct. They said their records indicate that the only tax disbursement completed in XXXX was paid out XX/XX/XXXX in the amount of {$1100.00}. They said the disbursement completed in XXXX will not be included on the XXXX XXXX. They claim to have had XXXX year 's tax information of {$4700.00} and somehow thought it made sense that I only had taxes of {$1100.00} due for XXXX. Their actions and their unwillingness to update my XXXX will adversely affect my XXXX taxes. Additionally they mailed me a escrow surplus check of {$4200.00} on XX/XX/XXXX. They clearly do not have the escrow account information calculated correctly.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation