Consumer complaint received 2016-03-23
Company: NATIONSTAR MORTGAGE LLC
State: NH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We believe Nationstar is violating the Fair Credit Reporting Act. ( FCRA ). Nationstar, a mortgage servicing company, is inaccurately reporting mortgage payments and misapplying payments to an escrow account without notice to us and without our permission. I attach a statement from XXXX XXXX XXXX showing that we have timely paid electronically each monthly mortgage payment since XX/XX/XXXX until the present date. Rather than accurately reporting these timely payments, Nationstar is reporting that we are thirty days past due for the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 
Nationstar 's reporting is inaccurate and is adversely affecting our credit and our ability to obtain a mortgage for our new home in XXXX. We are selling our XXXX home in XX/XX/XXXX and when we applied for a mortgage for the XXXX home, we learned of Nationstar improperly and inaccurately reporting our monthly mortgage payments. Although it has promised to correct the credit reporting and remove all late fees assessed, Nationstar has not corrected the reporting and its violation of the FCRA is causing us severe financial and emotional damages. 
In XX/XX/XXXX, a Nationstar representative called our home and indicated that due to an increase in real estate taxes, our monthly mortgage payment in XX/XX/XXXX would need to increase from {$1200.00} to {$1400.00}. As requested, and as verified by the attached bank record, we increased my monthly payment. In XX/XX/XXXX, after we learned that Nationstar was reporting our mortgage payment in a delinquent status, we called Nationstar and learned it increased the escrow payment amount due in XX/XX/XXXX ( rather than XX/XX/XXXX ) and was assessing late fees and not crediting payments to the monthly mortgage amount, but was instead placing the payments in the escrow account. It did so without any written or oral notice to us. Nationstar then claimed that we were in arrears in the amount of {$1800.00} which we immediately paid on XX/XX/XXXX, even though no notice had been given to us regarding late fees, late charges, or an escrow payment increase beginning earlier than XX/XX/XXXX. Nationstar then researched the problem and told us orally that it would correct the credit reporting and remove all late charges. ( See attached email. That email indicates the waiver of the late fees, but does not admit the incorrect credit reporting and has not correctly given us credit for my monthly mortgage payments or apparently the appropriate increase paid into escrow ). 
Since we will be moving from our XXXX home in XX/XX/XXXX, and since the purchase of the XXXX home is on hold pending resolution of this credit reporting error, we have no choice but to rent storage for our home furnishings and rent temporary housing until Nationstar 's error is corrected. 
To enable you verify the authenticity of this complaint, We attach a photocopy of our licenses. We also attach the XXXX XXXX record and the XXXX XXXX, XXXX email from Nationstar. Should you require additional information, please call our landline phone number of XXXX, or cell phone number of XXXX or email us at XXXXXXXXXXXX. 
Please investigate and have Nationstar correctly report and have the CRA 's remove the derogatory information contained in our credit files immediately. Please contact us at the above address, telephone, or email in order that we may supply you with any other information which you may find helpful.

Company response to consumer: Closed with explanation