Consumer complaint received 2017-07-19
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Please note that this is not an exhaustive description of a matter concerning an unauthorized forced escrow by Nationstar Mortgage ( Nationstar ) for the sum of approximately {$6000.00} and the failure of Nationstar to respond to multiple repeated attempts ( including a signed letter and phone calls ) seeking information and resolution : On or approximately   XXXX   2017, I reviewed my mortgage statement and discovered that Nationstar had set up an unauthorized escrow account for approximately {$6000.00}.
On   XXXX   XXXX  , 2017, I faxed Nationstar a signed letter that included my loan number, a description of the issue, i.e., that Nationstar had set up an escrow account ( that I had not requested or authorized ) to pay my property tax ( which I had already paid and there was no delinquency ), and proof that I had indeed paid my property tax ( including cancelled check and proof from the tax collector 's office showing payment ). I also asked that they immediately handle the situation and included my contact information ( phone and address ).
Upon not receiving any response from Nationstar, I made further efforts to contact Nationstar in order to resolve the situation : On   XXXX   XXXX  , 2017, I called Nationstar to explain the situation, and their representative said they would research the issue.
On   XXXX   XXXX  , 2017, I reached out to Nationstar and their representative said they would send me documentation within 24 hours regarding the basis of why they set up an escrow account ( they claimed my loan documents apparently authorized an escrow account, which is not correct ) and would send a copy of the delinquent tax bill that purportedly allowed them to force an escrow account ( and that I would hear within 3 days ). I told them I expected a prompt refund of {$6000.00} ( which I had paid to close out the escrow account ) and that they would find that they had incorrectly forced escrow.
On   XXXX   XXXX  , 2017, upon not hearing from Nationstar within the timeframe as described on   XXXX   XXXX  2, 2017, I reached out to Nationstar, again explaining the situation and asked them to resolve the situation as soon as possible, including that they reach out with an explanation and repayment promptly. I further said that their nonresponsiveness was not reasonable and I also expressed my concern that Nationstar forces escrow on others ( including those who may not be in a position to bear that financial burden or to reach out and make a complaint ). The Nationstar customer representative said they would provide follow-up to me within 3 days.
On   XXXX   XXXX  , 2017, again upon not hearing from Nationstar within the promised time as described on the   XXXX   XXXX  , 2017 call, I reached out again to Nationstar. This time, the representative indicated that a repayment check would be disbursed and someone would reach out to me.
On   XXXX   XXXX  , 2017, I followed up again with Nationstar who acknowledged that they may have been at fault and had set up an unauthorized escrow account.
On   XXXX   XXXX  , 2017, I received a call from Nationstar that they were attempting to audit my account and resolve the situation. They said they planned to disburse a check and they would make an accommodation for what had been done.
In sum, my concern is that this is not an isolated incident ; Nationstar does not have a process to ensure that similar incidents do not occur or has flawed processes that permit such incidents to occur ; and Nationstar does not appear to have processes or procedures to respond in a timely fashion to inquiries and complaints, or is deliberately forcing escrow accounts or delaying returns of monies.

Company response to consumer: Closed with explanation