Consumer complaint received 2017-08-21
Company: NATIONSTAR MORTGAGE LLC
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX transferred/sold my mortgage to Nationstar Mortgage on XX/XX/XXXX. Notice of transfer arrived in late XX/XX/XXXX. I called Nationstar to inquire about payment due XX/XX/XXXX. Call Center contact stated a window from XX/XX/XXXX would permit transfer completion. Then, I could make payment on Website at no charge. The Website requires input of all nine digits of my Social Security number. I called company to state that requesting all nine digits of Soc. Sec. # over the Internet is an open invitation to identity theft that no serious financial institution would request. Also, programmers from XXXX XXXX, as identified on Website, know this. A manager acknowledged this as true. Thus, he stated he would input a code that would permit payment by phone on XX/XX/XXXX of my regular monthly mortgage payment with any related fees waived. Per this agreement, with guarantee that conversation was being recorded and notes taken, I called to make payment. Call center staffer failed to understand what code referred to and said her computer would n't permit my regular payment to enter. Per her advisement, I called on Monday, XX/XX/XXXX, wasted much time going up food chain to manager who understood about code and took my regular monthly payment. This manager acknowledged Nationstar 's failure to permit XX/XX/XXXX payment for XX/XX/XXXX, which was refused every time I tried to make it after XX/XX/XXXX, when Call Center agents either played dumb or did n't know how to input code to permit XX/XX/XXXX payment. This all dragged on until XX/XX/XXXX payment for XX/XX/XXXX. Since then, I have wasted hours of time in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX going up the food chain to find a Manager capable of inputting code to permit regular monthly payment on the third of the month, as previously agreed with original Loss Mitigation Manager who offered to input code, after stating he understood invitation to identity theft, if I used Web site to pay, since nine digit Soc. Sec. # a required to make free payment on Website. Company now claims I owe more than {$4000.00}, since none of my payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were applied. Claim is that payments were " partial. '' I have been harassed and threatened with foreclosure by phone on a recorded line, and multiple hard copy letters spewed out by computers automatically. Several managers have stated that they have no control over computer generated letters, and to ignore them. And, letters state that no legal actions will be taken against me for any reason if this $ 4000+ is n't paid. But on XX/XX/XXXX, I was sent a letter advising me to send it to my attorney since I must pay at least {$4000.00} in late fees and penalties, since my regular monthly payments, made by telephone, with the code input to accept the payments, have not been applied. Now, I am being threatened with foreclosure proceedings, since I am in default. To cure default, the letter states I " must pay {$3200.00} in addition to other amounts that become due, and so on. Twice I requested investigations into inaccurately reported records of my monthly payments to XXXX XXXX either by telephone or in person at a brick and mortar bank branch. All payments made at XXXX XXXX branches are validated with time/date stamped receipts. I have read out data on these receipts many times to call center staff at Nationstar. Nationstar is nothing more than an aggregate of call centers throughout Texas and Arizona, with computers programmed by XXXX XXXX programmers. Those programmers are mentioned on the company 's Web site, and all managers have acknowledged in taped telephone calls that the XXXX XXXX programmers know exactly what they are doing. Meaning, they have programmed Nationstar 's computers to creatw appearances of past due payments leading to fraudulently alleged defaults. The printouts from XXXX XXXX sent to me by Nationstar indicate all the inaccuracies that XXXXXXXX XXXX passed on in its records to Nationstar during the transfer. Also, Nationstar Managers have insisted that I show further proof of regular monthly payments for almost a year by uploading PDF 's of my current checking account at the XXXX XXXXXXXX XXXX, i.e. XXXX XXXX. I refused to do so, claiming that again, bank statements of mine going over the Internet in PDFs back over a year were way more than any reasonable requirements by a serious financial institution. By doing so, I would become vulnerable to identity theft and having my checking account emptied. ( That had happened in other circumstances previously, when I was an XXXX XXXX radio reporter based in XXXX, XXXX. XXXX XXXX  held my checking account in New York, at the time And, XXXX XXXX made direct deposits to my checking account at XXXX monthly. XXXX began bouncing my checks, and insisted that XXXX XXXX was lying about the direct deposits it was making monthly. As it turned out, after eight months of lying over the telephone by a XXXX EVP, XXXX XXXX back then sent me all of its direct deposit slips to XXXX via diplomatic pouch in XXXX, XXXX. In the end, I had to fly to XXXX XXXX, to show the XXXX EVP in person the direct deposit slips from XXXX XXXX. XXXX XXXX then threatened to send its superstar Consumer Reporter for the XXXX XXXX to XXXX to report the story live. Only then, did the EVP at XXXX reveal that a dummy account had been set up inside his branch where internal theft was occurring every month by an employee who was draining my XXXX paychecks from my account. XXXX lawyers in the end had to keep me in XXXX, for three weeks, to hammer out an agreement to cover all my expenses, back pay, and a return ticket to XXXX, which they did pay for ). When I visited the FBI in XXXX to ask what to do in such cases, an officer educated me very well about never doing what a bank requests that puts me in jeopardy again. The FBI explained exactly what to do under such circumstances, and I still have the name of the EVP then at XXXX charged with flagging my account, to watch over it and handle personally any requests of mine regarding my checking account ). But, in this case, given the threats of foreclosure proceedings by Nationstar unless I provided my checking account statements over the Internet, I did send them. And, I also included in writing the unreasonableness of this request and my being forced under duress to comply with it, given the threat of foreclosure proceedings. Thus, I did send the XXXX XXXX statement in PDFs per Nationstar 's Managers ' requests. At the suggestion of an honest Manager last week, this fellow urged me to write a complaint to the CFPB, and get a case number validating that I did so. And, he also provided me with the code to give any Nationstar Manager immediately, to avoid the hours and hours of wasted time trying to make my subsequent monthly mortgage payments. The harassment in the latest letter, with statement of my current default and the demand to cure it with many thousands of dollars deliberately claimed as owed to Nationstar results from a failure to apply the payments I have made by agreement with Nationstar Managers who know full well that they are not applying the payments deliberately. That, to be able to claim I owe more than {$4000.00} to cure an invented default to earn Nationstar many thousands of dollars they have no business demanding from me. In no way do I owe Nationstar over {$4000.00} for its failure to apply my monthly payments on purpose. I have been harassed and threatened with foreclosure proceedings and under duress, been forced to deliver information far beyond that due to a fair financial institution. While I want to provide all documentation of the above, I am not comfortable including any account numbers online over the Internet. I will upload the documents with PDF 's, soonest. The documents and Nationstar Mortgage know me by name and account number, having had so many phone conversations and correspondence with so many managers to date. I can gladly provide any useful account numbers via phone to the CFPB via telephone, which I intend to do. with the last four digits.

Company response to consumer: Closed with explanation