Consumer complaint received 2016-04-03
Company: NATIONSTAR MORTGAGE LLC
State: WI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My original mortgage for this property was from XXXX Mortgage in XXXX of XXXX. It was shortly thereafter sold to Nationstar. There customer service and collection tactics have always been questionable. I had a grace period on my loan and since my husband gets his XXXX on the XXXX Tuesday of the week our payment was always sent after that date. They would begin calling on the XXXX of the month even though that was the due date. They were robocalling some times XXXX10 times a day. Most of the time there was never anyone XXXX XXXX of XXXX we were contacted from a representative from Greenlight Loans. They never identified themselves as having any affiliation with Nationstar and in fact I was very vocal with my discontent with Nationstar.They charged us XXXX in as in closing costs and it was not until the first payment was to be made that I found out that it was the same company. I was out of work for a period of 9 months and my husband had a XXXX XXXX and began experiencing some financial difficulties. We reached out to them in the fall of last year and they refused any assistance. We were trying to make arrangements to pay the property taxes. When someone from Nationstar actually was on the line they refused so speak to my husband even though prior authorization had been given and he is a signer on both the mortgage and the title. At XXXX point they told him that I needed to fill out a form which was to be found on their website. When I tried to locate it could not be found and was later told that there is no such form. My husband is XXXX XXXX XXXX and I work during the day and there incessant calling up and past beyond XXXX is very problematic. I was receiving XXXX mailings a week from them. They ended up I believe paying the taxes although I have been unable to receive any confirma- tion. They changed our payment amount in XXXX from XXXX per month to over XXXX a month. For years I always paid an additional amount on my loan. I was sending in XXXX every month and every month when they called I would alert them to the fact that that money should have been applied to the payment. I stopped sending in the additional money because they started sending me checks back for the amount of the overage even though they claim I am behind. I am getting very leery of sending them money as I do not know where the funds are being applied. At XXXX point they indicated that the payment change was due to a balloon payment-that the loan had matured. The documents that I signed did not reflect any such thing. I have on more than XXXX occasion, both verbally and in writing asked for a breakdown of how my payments have been applied, the monies pa paid for the property taxes and for a copy of my entire service file. To date, nothing has been received. I am also receiving statements that do not reflect the amounts that they have indicated are in their suspense account. This incorrect reporting is being reported to the credit bureau and is inaccurate information. I know that I am still behind one month and I am doing my best to get this situation under control but I need to get the payment back down to the amount which I can afford and I need to be assured that the monies that I am sending in are being properly applied.

Company response to consumer: Closed with explanation