Consumer complaint received 2017-07-05
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I closed on XX/XX/XXXX on a Condo in XXXX, VA. XXXX XXXX ( XXXX ) was the lender and XXXX XXXX was the settlement company ( XXXX ). Ive had three additional lenders ( XXXX XXXX XXXX ( XXXX ), XXXX XXXX XXXX ( XXXX ), and Nationstar ( XXXX ) ) between XX/XX/XXXX and XX/XX/XXXX. I called on XX/XX/XXXX to find out why my mortgage was an additional {$200.00} for XXXX. I was told by Nationstar ( current servicer ) that my escrow is negative {$1600.00}. I asked how could that happen when I havent had the loan for a year. I spoke to XXXX in Escrow and she did not have an answer as to why the increase happened. When I asked what was transferred from XXXX, they didnt have those records. I told her I wanted to pay the amount Ive been paying until they get this straighten out. I was told if I didnt pay the full amount my loan would be considered late. So I paid the full amount to prevent that from happening.
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She also told me there is an issue with my Master Condo Policy and HO6 ( Hazards insurance ). She transferred me to XXXX in the insurance department. XXXX  did not know what was going on with my insurance. She stated I had Traveler as an insurer. I informed her it was XXXX and has always been. She said they didnt have my Master Condo Policy on file. I told her all of that should have come over from the previous lender. A lot of confusion talking to XXXX ; she understood there was an issue, but didnt have any answers. She asked me to have the Master Condo policy faxed to XXXX by the management office, which I did. The office gave me proof it was faxed, but when I called back they said they didnt have it. They also wanted me to have XXXX fax the HO6 to the same number. When I talked to XXXX, they said they had Nationstar as the lender and would send the policy again. To add to this insurance issue, XXXX said there wasnt a line item for the HO6 and I had to pay it XX/XX/XXXX. XXXX said my payment is due in XXXX, not XXXX. The HO6 has always been in my escrow. Two months was collected at closing, it was always covered in my escrow.
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I called XXXX on XX/XX/XXXX to see if they could help figure this out. I spoke to Agent XXXX. All I got was a blame game and know answers. I called XXXX on XX/XX/XXXX. They said they didnt have anything to do with funds collected and to call XXXX XXXX. I called XXXX XXXX on XX/XX/XXXX. XXXX XXXX ( XXXX  processor ) said I should call the person that did the loan, XXXX XXXX ( XXXX ). When I talked to her she understood it was a mess and said she would help. I explained I paid fees to them and XXXX to make sure things needed was done correctly at closing. Now my escrow is messed up and nobody seems to be of any help. She thought too much was paid for property tax. She told me she would have an answer when I returned from vacation on XX/XX/XXXX. When I reached out to her on XXXX XXXX, she said she could not find anything out.
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I called the city about the taxes and they had not been over paid. Not only that, payment forXX/XX/XXXX XX/XX/XXXXfrom the previous owner did not get paid. Because they didnt get paid, I had to pay them, but I didnt know the funds came out of my escrow.
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There was some confusion on the XXXX taxes. In XXXX I received a notice from the city stating taxes due XX/XX/XXXXnever was paid. There were late fees and penalties. The blame game again between XXXX  and Nationstar. Finally Nationstar paid them and sent me a letter saying they were sorry they were late and I would not be accessed the fees.
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In addition to this needing to be figure out, I feel I should not have to pay the extra money in XXXX. I hope you can help me.

Company response to consumer: Closed with explanation