Consumer complaint received 2015-06-18
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I completed the 3 month trial period of my HAMP loan modification in XXXX XXXX. As part of the modification agreement, escrow for taxes & insurance would now be part of my mortgage payment ( whereas previously, I was responsible for paying those, each year, in addition to my mortgage payments ). My monthly mortgage loan statements, have a line-item called " Escrow Amount ( for Taxes & Insurance ) ''. Since completing the loan modification, I 've experienced a few discrepancies on the lender 's side and calling them to obtain clarification and/or resolution ( even when they held the original mortgage & during the loan mod. process ) has ALWAYS proved to be a challenge. Their customer service is terrible and every time I call, the information I 'm provided is different or conflicting with my previous call to them. In XXXX XXXX I rcvd a notice from the county tax collector 's office, stating payment of my taxes had not yet been made and provided until the last day in XXXX to have it done. Upon calling the escrow department, I was advised it had been paid and an email would be sent to me with the receipt. I rcvd the email on XXXX XXXX, XXXX but was never able to open or access any proof of payment. I called again on XXXX XXXX and after once again getting the usual run-around, conflicting information ( from the XXXX XXXX call ) asked to be transferred to a supervisor in the escrow dept. whom put in a " Research Request '' for the escrow payments ; no-one was able to clearly advise if taxes had been paid, or if escrow for taxes had even been collected or not ( despite it being noted on my monthly statements ). XXXX XXXX I called again to check on status of the research request and they advised that the request was completed, to have taxes added to escrow. It has n't been added into their system yet, and had to wait for that happen before they can pay taxes ( despite this being part of the loan modification agreement, from XXXX XXXX ). I asked for a supervisor once again but after holding for XXXX mins had to hang-up as I needed to get back to work. I called again in the afternoon and the person I spoke with said the Modification Dept. noted the account today ( XXXX XXXX, XXXX ) to approve payment & was told to call back in a few days. To my amusement, on XXXX XXXX I rcvd a notice from them ( dated XXXX XXXX, XXXX ) stating a recent evaluation of the tax records indicated taxes were not paid & constituted a default under the terms of my mortgage and placed my property in jeopardy. XXXX XXXX I called again and still no payment had been disbursed ... they were pending a pay code to be added in their system, in order to make payment, and to try calling back on the XXXX. I very clearly explained during EVERY call since XXXX, what could potentially happen by not paying the taxes ( putting me at risk of losing my home ). XXXX XXXX, the pay code was still pending to be added in their system and was told not to worry as it was also in their ( loan servicer ) interest to protect my asset ; I would n't be penalized with late fees etc., and that this would be taken care of. I called again on XXXX XXXX to check status and was advised a disbursement was made on XXXX XXXX, XXXX. XXXX XXXX, I rcvd an escrow statement where they indicated my monthly payments would change effective XXXX, since the payment of XXXX taxes were added as a shortage ( at {$300.00} more than had they paid on time in XXXX ) and taxes for next year needed to be included as well. On XXXX XXXX, XXXX I checked the county tax collector 's page to ensure everything had been taken care of, and found a receipt for the tax certificate, that had been sold in an auction.

Company response to consumer: Closed with explanation