Consumer complaint received 2016-02-07
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We started a refinance for the property at XXXX XXXX XXXX in XXXX, CA during the month of XXXX XXXX with XXXX XXXX XXXX. The Title Company XXXX allegedly wired the money to pay off the account with NationStar on XXXX XXXX, XXXX. However, on XXXX XXXX, XXXX NationStar began calling us requesting that we send the XXXX payment. We believed that the refinance had been completed already. We had received a check for the remaining balance of the transaction from the Title Company. However, after many attempts to resolve the issue and constant phone calls, we found out that NationStar rejected the wire for the payoff on XXXX XXXX, XXXX. The reason was insufficient funds. NationStar said the wire was underfunded {$470.00} because they were charging interest for the entire month of XXXX. They charged us late fees for XXXX and threatened to send us to foreclosure if we did n't send the XXXX payment. As of today, nothing has gotten resolved. We have sent the XXXX and XXXX payment to NationStar and XXXX XXXX XXXX has begun charging mortgage payment for the month of XXXX, but the refinancing transaction has never been fully completed because the Title Company still has the wire. How can XXXX companies be charging us monthly payments? How can XXXX XXXX XXXX be charging principal and interest on money they have not yet payed to NationStar? What can we do? 
NationStar has multiple people answering phone calls, but they never have put a manager on the phone after repeated requests from us to speak to a manager. They are withholding information and every time we call, we must explain the whole situation to a new unknown entity. Their tactic is to put the costumer on hold for an indefinite amount of time just to answer a question. According to Mortgage connect, NationStar refused to talk to them and to send a new payoff amount unless we had a XXXX way call. We have had multiple XXXX and XXXX way calls with the loan officer at XXXX XXXX XXXX XXXX XXXX, NationStar representatives, XXXX representative XXXX XXXX, and me XXXX XXXX. 
During XXXX of these XXXX way calls, we were given XXXX options. First option, to send a wire payment for XXXX and upon receiving it, NationStar would send a new payoff amount to me and to the Title Company by Thursday XXXX XXXX. We were promised that the late fees from XXXX would be absolved and the delinquent status would be removed from credit records. However, NationStar did n't send the new payoff amount as promised. I called them on Thursday. The person on the phone had me verify my email and then he said he had sent it to the wrong email and that we would have to wait XXXX to 48 hours to request a new payoff amount because his system only allowed him to send XXXX per day. I called again on Friday and they sent the new payoff amount. This time, the representative I spoke to said that it was not true that they could n't send multiple payoff emails in one day. Then I contacted the Title Company XXXX only to find out that the wire is still short. This was the response from the Title Company on Friday, XXXX XXXX, XXXX. 

" I am still waiting for the Nationstar research team to respond. Please ask Nationstar if we were to wire the payoff today or on Monday in the amount {$170000.00} would it be short because with the payoff demand you sent me shows the total good thru XXXX/XXXX/XXXX at {$170000.00}. That is {$260.00} higher than the wire we sent and still have. XXXX XXXX '' Option XXXX was that we continue with the so called dispute, that they would have to " research '' the situation and with no time frame as to when the issue would be resolved. 
We have tried to get this settled in the least intrusive manner, but it seems the issue will be prolonged indefinitely and we need to take further action into this matter.

Company response to consumer: Closed with explanation