Consumer complaint received 2015-10-21
Company: NATIONSTAR MORTGAGE LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have two complaints regarding Nationstar Mortgage. 
1. I am currently in a Ch XXXX BK. My mortgage is paid by me outside the BK payment plan. As someone who has experienced significant financial troubles in the past, I think it 's very important to make sure my payments are made on timeand accurately posted. I have requested several times to receive statements - and my Attorney has given permission to Nationstar to contact me. However, each time I get " you 're in a BK so we cant send you statements '' - however, when I call on the phone and need to confirm EVERY MONTH that my payment was received and every quarter request a copy of my payment history - their phone recording has a long disclaimer how if you 're in BK this is not an attempt to collect ... .. - subject to the rules of the BK. My complaint is - Why ca n't they just put that disclaimer on the statements and send them each month? I know other mortgage companies do this. Also - once I filed BK - they shut off my online access so I ca n't even look there! This seems like a punishment to those of us that had financial difficulty and now we have to continue to 'pay for it ' when we are trying so hard to get back on our feet and rebuild. I hated that we had to file BK and- my mortgage was current at that time we filed. 
2. I have requested an escrow analysis now XXXX times. Each time I get the - OK it will be mailed to you. I have never received it. Today when I called - I got that " it 's not ready yet '' and I ordered it over XXXX weeks ago. WHAT? It 's an escrow analysis - it takes XXXX minutes to run on a computer - probably not even that long since the first time I called, the customer service rep did it while I was on the phone. Today the CS Rep told me he could n't mail it to me but he could give it to me over the phone? Now they tell me it 's not ready yet and they will only mail it to my Attorney. This seems like further delays XXXX punishment ) and also takes more of my time and his time to follow up. If they just sent me a statement I 'd know what the status of my escrow account was! 
I think this - 'we ca n't send any info to you ' is a cop out - especially once your BK is 'taken care of '' and the approved CH XXXX payment plan begins. I feel that it is discriminatory towards people who have filed BK. We used legal means to try and get ourselves back on track. I want to make sure my payments are received timely -what if there is a problem with my 'bill pay service ' and it does n't show - how do I know in a timely manner in order to avoid additional fees or bad marks on my credit? When I went through my BK - it was noted that my escrow account had a significant shortage - almost XXXX worth - which I had to come up with and pay right away. What it that happens again? How am I suppose to know? I am committed to managing my funds responsibly and getting back on track - this constant battle with Nationstar is nothing more than them harassing me due to the BK.

Company response to consumer: Closed with explanation