Consumer complaint received 2015-04-11
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My wife and I purchased our XXXX home using my VA loan which I earned through military service for my country. Our initial mortgage lender, XXXX XXXX XXXX was wonderful and made process very easy. But all that came to an end once our loan was then in turn sold to another financial institution that would continue maintenance on our loan. Bad part is as a consumer you have no way to research, review, or have a choice in who gets your loan, Our loan ended up in the hands of Nationstar Mortgage and after the XXXX year of us sending our payments in the same exact way every time and on time, we received a statement showing XXXX payment was allegedly " not received '' by Nationstar Mortgage. We researched and had our bank and the XXXX Postal Service provide documentation showing that we did in fact make the payment and that the payment WAS received by Nationstar Mortgage due to the fact that everything today is electronic. The XXXX documentation showed the signature of the Nationstar Mortgage Representative as receiving our payment along with the date received and company name " Nationstar Mortgage '' underneath. We provided this documentation to Nationstar Mortgage through XXXX of several representatives we spoke to was told the late fee would be removed and they would search for lost payment. Nothing happened. XX/XX/XXXX came and we sent our payment the same way we always have, certified mail and on time. Nationstar Mortgage received this payment but because our account showed a past due payment ( Nothing was done about lost payment from XX/XX/XXXX ), they applied XX/XX/XXXX 's payment to XX/XX/XXXX which left our account still one month behind for XXXX and all the while late fees applied and credit report reflecting late payments towards mortgage payment. Once again we contact Nationstar and speak with a different representative, explain the situation ( No notes was put in our account from prior conversations regarding lost payments ) and was told to, AGAIN, send in our supporting documentation and they would search for our payment. We did exactly that and sent in now XXXX sets of paperwork showing that we sent, AND, payment was received by Nationstar Mortgage and representative who signed for it. SO, XX/XX/XXXX comes and we send in our payment as usual certified mail and on time as a trustworthy borrower should. **Keep in mind we are sending a Cashier 's Check which is as good as cash and we have a way to track it, so they money is instantly deducted from our account. We receive statement for XX/XX/XXXX showing that no payment was received and all the while our past due amount was increasing and the days past due was increasing as well. We contact Nationstar concerning all the lost payments and was again instructed to send in our supporting documentation. We followed their instructions and sent in NOW XXXX sets of documents showing payment made and Nationstar Rep siging for as received. Following this we receive a letter from Nationstar stating the Research Dept. investigated and found nothing wrong. XX/XX/XXXX comes and we send our payment again the same way. Mid-XX/XX/XXXX we receive statement showing no payment received for XX/XX/XXXX We contact Nationstar, they tell us to send in documents, we send in now XXXX sets of documents, and still receive a letter stating they investigated the issue and found no faults. We are left with no option but to seek legal assistance after numerous attempts to fix this problem went without notice even with hard documentation showing that employees from Nationstar signed as receiving our payments. Our past due amount has increased dramatically, but we do not have the money in our account because it is in the form of a cashier 's check lost within Nationstar Mortgage and fear that foreclosure is looming due to the number of days behind and foreclosure paperwork being sent.

Company response to consumer: Closed with explanation