Consumer complaint received 2017-07-19
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX/XX/XX/XXXX, I fell behind on my mortgage due to a financial hardship. I tried everything I could to remedy the issue and finally in XX/XX/XXXX I sought relief through the Keep Your Home California, Mortgage Reinstatement Assistance Program, ( KYHC, MRAP ). I was granted relief in XX/XX/XXXX. XX/XX/XXXX I resumed payments. My account at that time was current with no outstanding late fees, penalties, or other associated fees. Since that time, I have not had a single late or missed payment. I have my account set up to automatically debit from my account as I have a variable rate. Sometime in XX/XX/XXXX, I noted new fees on my account. When I called to address this, I was told it was from prior to the relief from MRAP. The summary guidelines of the program specifically outline that this is not allowed. I disputed the charges, provided the documentation which stated ; " CalHFA MAC will require that the servicer waive all accrued and unpaid charges and NSF fees for all payments funded with MRAP benefits. " ( Page 4, Item # 15 ) of the program summary.
The fees were promptly removed as required. In XX/XX/XXXX, I requested a payoff quote with a date of XX/XX/XXXX payoff. At that time, I noted 31 days of interest being required to be paid, totaling {$1200.00} ( even though payoff would be at the first of the month. There was also another set of fees, totaling {$1500.00}, cited as ; " Lender paid expenses. '' I saw that this encompassed legal fees, property inspections and maintenance fees. I presumed this again was from prior to relief with MRAP, as I was in the pre-foreclosure process at that time. I requested statements from Nationstar from XX/XX/XXXX through XX/XX/XXXX ( what was not available on the website ) so that I could see when the fees were accessed. I also requested to dispute the lender paid expense fees again, citing the same requirements of the program. I received some of the statements requested but not all, so I could not go back to accurately review the account. I contacted KYHC MRAP to confirm my understanding of the agreement. They confirmed that Nationstar is required to waive those fees as a condition of receiving the federal money and participation in the program. They also directed me to the language which to provide the lender with, ( cited above ). I provided the documentation to the person reviewing the account, XXXX XXXX. Each conversation with him he stated that he would ask the questions I had, and get back to me. In each of the three to four conversations I have had, I had to start over with explaining my issues. I realize these things run together, but if he is so overworked that he can not recall from day to day, I do n't expect that I am really getting an accurate answer or for him to really have researched the issue at hand. In regards to the interest, I was told that was a " requirement of their investors and a bank policy. '' I am currently in the process of selling and buying another home. The title company at the time of close would have to pay that amount regardless and it would be refunded to me regardless. I find it completely unacceptable that they can do this. This requires me to finance and additional {$1200.00} into the amount of my new loan. Not to mention that the charged interest for 31 days. Doing the math, that is {$640.00}, NOT {$1200.00}. They could not provide an explanation for this. This loan was my naive mistake when I was younger. It was a case of predatory lending but I have done all I can to make the best of it. I feel like Nationstar sees the structure of my loan, and believes that I can still be easily taken advantage of so they are arbitrarily accessing " fees '' or charging " interest ''. Because of this, they are adding an additional {$2700.00} on my new loan. Not to mention they are trying to get money that it not rightfully owed to them if I understand this correctly. I understand that this amount is a drop in the bucket for the lender but to the average person it simply is not. I can not imagine how many others this has been done to without recognition or question. I have attempted to resolve this with Nationstar directly but they are stating the exact opposite of what they did in XX/XX/XXXX when the removed the other fees they placed on the account and I do not believe it to be correct. I would appreciate any follow up into this matter.

Company response to consumer: Closed with explanation