Consumer complaint received 2018-01-30
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Formal Complaint on Mr. Cooper Mortgage Company Report below shows steps taken to get my Taxes and Hazard Insurance paid and Actions that need to be taken. 

Starting on XX/XX/XXXX I received my M.U.D {$960.00} and L.I.D {$960.00} tax statements and faxed over to Mr.Cooper. ( Confirmation page scanned to documents. ) At this time I had not received my County Tax Statement. ( Keep in mind, every time I brought up these faxes to Mr. Cooper, absolutely no one could give me an answer on where these faxes were. ) On XX/XX/XXXX I received emails from Mr. Cooper that my County Tax {$610.00}, MUD {$180.00}, and LID {$180.00} had been paid. ( Emails scanned to documents. ) On XX/XX/XXXX I called Mr. Cooper and spoke to XXXX XXXX wondering why a Red Flag wasnt done because of the faxes I sent 10 days earlier were two different amounts. It took both of us to take screening shot of our computer to believe that we were seeing two different amounts. This is where I figured out that there were two different account numbers. Property ID ending in XXXX ( this is the one the bank had ) and Property ID ending in XXXX ( this is the one I had ) which was also the account numbers that were on the statements I faxed Mr. Cooper back on XX/XX/XXXX. XXXX was just on my land, XXXX was just on my house. XXXX XXXX told me she sent a request for review on the other account number. 

The evening of XX/XX/XXXX I received a letter in the mail from my insurance company that they have not received payment which was due on XX/XX/XXXX, and that if they dont receive payment by XX/XX/XXXX, that my insurance would be cancelled. ( Letter scanned to documents. ) On XX/XX/XXXX I called my hazard insurance and Mr. Cooper to get this fixed. Mr. Cooper said they would overnight payment to my insurance company. I called back and spoke to XXXX with Mr. Cooper regarding my second account to be paid. We were going to conference in the County Office, but they were closed for the holiday. 
On XXXX XXXX, the County Offices were still closed because of another hard freeze. 
On XX/XX/XXXX, I called Mr. Cooper and spoke to an escrow rep that wasnt being helpful, so I got transferred to a Supervisor, XXXX XXXX to confirm that they had mailed off payment, and to see where they were at on mailing off the rest of my taxes that were still due. She said that they had called and my taxes have already been paid. I had to explain the second account again. Thats when she said lets call the county office together. While on hold she typed in the property id number I had and then she says well maybe we dont need to talk to the county office. We hung up with county and she emailed me saying she put in a request for property id ending in XXXX to be paid by XX/XX/XXXX. ( Email scanned to documents. ) ( Youll see at this time I thought one property id was just the land, and the other property id was land and house, so I thought they had over paid my taxes. ) XXXX gave me her email address so we can stay in contact. 
On XX/XX/XXXX, I received emails from Mr. Cooper that my taxes on property id ending in XXXX, and my hazard insurance have been paid. 
On XX/XX/XXXX, I went online and noticed my mortgage had dropped significantly, so I emailed XXXX asking her to reach out to me because an analysis on my account was done on XX/XX/XXXX, with new payment information which I felt to be wrong because all of the account and tax problems. She never reached out to me. I called Mr. Cooper and explained everything again to an escrow rep, they werent being helpful so I spoke to a Supervisor, XXXX who also promised to follow up with me, and never did. XXXX said that they had been calling the tax offices and that they have confirmed they have paid my taxes in full. I asked XXXX, well what about the second account? In which he said XXXX account? Thats when we got on a conference call with County Office and MUD LID office, they confirmed that the account with my land had been paid, but that they havent received payment for the account with my house. XXXX then went forward to tell me that Mr. Cooper had mailed me an escrow check of over $ 5k. ( In which a stop payment was put on that and I was told on XX/XX/XXXX, by XXXX in escrow that it has hit back to my escrow. ) I also received an email from Mr. Cooper that another Hazard Insurance payment had been mailed offed. Unfortunately, I cant find proof of this email and I know I spoke to someone. The person was supposed to stop payment on one of the insurance payments. 
XX/XX/XXXX, I contacted The Appraisal District about the two accounts, and they said they had noticed this back in XX/XX/XXXX and that they merged the two accounts, so in XX/XX/XXXX I would not have this problem. I never received a letter about this from the Appraisal District, I also never received statements from anybody for property id ending in XXXX. ( The statements scanned for XXXX were printing from their websites. ) XX/XX/XXXX-XX/XX/XXXX was off and on the phone with Mr. Cooper and my insurance trying to get my insurance paid, because as of XX/XX/XXXX I wouldnt have insurance anymore. XXXX with my insurance company said Mr. Cooper will overnight them a check. Never happened. 
XX/XX/XXXX I confirmed directly with County Office and MUD & LID Office that both accounts were paid in full. Then called my insurance and my insurance was still not paid. Between my insurance company and me, we conferenced in Mr. Cooper several time, but this particular time Mr. Cooper said that the first two payments had the wrong address and they would overnight 3rd payment to received that following Monday, XX/XX/XXXX. 
XX/XX/XXXX XXXX to XXXX and XXXX with the insurance department with Mr. Cooper. Here I got contradicting stores about which checks had been cancelled and which checks had been overnighted or mailed. Here I got dates and reasons for check problems. 
XX/XX/XXXX, I called and requested for them to send payment. 
XX/XX/XXXX, I called to confirm it was sent. 
XX/XX/XXXX, Check # ending in XXXX, Mr. Cooper had sent to the correct address, but had the wrong policy number, so insurance sent back. Check was cancelled. 
XX/XX/XXXX, Check # ending in XXXX, Mr. Cooper mailed off to wrong address. We were told by many escrow reps and insurance reps that they were going to do a stop payment. Come to find out on XX/XX/XXXX that this check was never cancelled. Also conferenced in insurance company again and they said the PO Box Mr. Cooper sent it to was there old address and that it will be forwarded to their new PO. 
XX/XX/XXXX, check was never issued. 
XX/XX/XXXX, check was never issued. 
Continuing on with XX/XX/XXXX, I later got a phone call from XXXX with Mr. Cooper hazard insurance department in XXXX, GA. Apparently she has been working on my issue since last week in the background of all this. She had been reviewing all the notes and was the one that cancelled the checks on XX/XX/XXXX and XX/XX/XXXX because she knew the one that was sent on XX/XX/XXXX was eventually going to get to my insurance company. Even she was surprised how many payments that were sent out because representatives hadnt been reading the notes on file. She seemed very much an advocate for me and said that she will get back with me once the cancelled payment has reached my escrow so that I can have another analysis done on my account so I can make the XX/XX/XXXX payment.

Company response to consumer: Closed with explanation