Consumer complaint received 2015-07-29
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Recently Nation Star Mortgage bought my mortgage from XXXX XXXX XXXX. Correspondence from Nation Star was initial confusing and dismissed as solicitation ; however, after notices from XXXX XXXX XXXX that my payment needed to be redirected to Nation Star, I was able to reset my Bill Pay with my bank to the address noted on the Nation Star correspondence. Unfortunately that information was inaccurate and after a few calls to Nation Star I the issue was resolved ; however, I made XXXX month 's payments beyond the transfer of my mortgage to XXXX XXXX XXXX. I confirmed each time that they were sending it through to Nation Star ; however, Nation Star could not confirm this for both months and informed me I was late on my payments. They required me to confirm the debit from my account by faxing backing statements ; however, I do not have access to a fax and they would not provide an email address to send the confirmation electronically. After multiple calls to my back, XXXX XXXX XXXX and Nation Star I was able to pressure/complain enough that I was then provided an email address to send documents for research. To complicate the issue and transition, I had set my Bill Pay up with XXXX different address ( both provided in the Nation Star correspondence ) and sent XXXX payments in XXXX for my XXXX payment. I recognized the error with XXXX of sending the funds and was able to get my back to request a return of funds to Nation Star ; however, Nation Star was unresponsive indicating the excess payment was applied to my delinquent amount. After significant time and pressure I was able to get the Nation Star customer service agent to conference call my bank to confirm the debit from my account and to facilitate the requested return. Also via the conference call I was able to get confirmation of my prior XXXX payments to XXXX XXXX XXXX thus " documenting '' my payments. Nation Star indicated that since this was not documented they would begin to research the issue and track the missing funds through XXXX XXXX XXXX, despite my verbal reference to the payment and dates of payments to XXXX XXXX XXXX and my confirmation of receipt and forward of funds by XXXX XXXX XXXX via bulk payments to Nation Star. While I contributed to the current issue not transferring my payments on time to the new mortgage holder and by sending XXXX payments in error, resolving the issue through Nation Star remains exceedingly difficult and they have yet to confirm payments received from XXXX XXXX XXXX. As a financial institution I find their ability to track and respond to issue underwhelming. I was even told by more than XXXX agent that Nation Star is not a " large banking agent like XXXX XXXX XXXX '' as an excuse why the information could not be researched promptly. I will be shopping for a new mortgage, despite the expense of closing costs etc., to get my mortgage out of Nation Star 's hands ; however, I am concerned that my mortgage can simply be bought again by an agency with poor service and inaccurate financial processing.

Company response to consumer: Closed with explanation