Consumer complaint received 2017-04-11
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
In XX/XX/XXXX I was notified that my loan was transferring from XXXX to NationStar Mtg. Prior to the loan transfer I had received and responded to notification that XXXX was in need of my homeowner 's insurance policy. This information was provided prior to the transfer date but the cancellation was not processed in time for the full refund to be sent to NationStar. After the transfer, XXXX refused to assist me with obtaining a full refund and continued to direct me to NationStar for assistance. Since the transfer of my second mortgage, I had to make numerous attempts to resolve this matter. All refunds issued were applied incorrectly, giving credit to my principal balance and payment instead of crediting my escrow account. Since the funds were never properly credited to escrow, NationStar analyzed my account and raised my mortgage payment. I have constant ; contacted them trying to resolve this matter but I am unable to get in contact with someone that can get this resolved. Last month, I finally received credit for the final refund amount and once again the funds were applied to my payment and principal balance instead of clearing the escrow account. Since the balance of the insurance refund amount was finally received ( although applied incorrectly XXXX, I contact NationStar to may my XX/XX/XXXX payment over the phone and to pay the amount needed to clear the escrow account. Although the conversation was very clear as to what the funds were to be used for ( call was recorded by NationStarXXXX ), once again the additional monies that should have been applied to clear the escrow advance, were once again applied to the outstanding principal balance. Once again I contacted NationStar to resolve this matter. After demanding to speak to a manager I was connected to a XXXX whose directly line is XXXX. XXXX could n't seem to show any empathy regarding my situation and displayed a terrible attitude while speaking with me regarding this issue. I once again went through the entire sequence of events starting from the point in which my loan transferred to NationStar back in XX/XX/XXXX. She finally assured me that she would get to the bottom of this issue and would resolve the issue within the next two weeks. It has now been over a month and I continue to place calls to XXXX at the number she provided. I 've left at least 4 messages for XXXX to contact me regarding this matter and still to this date have not received a call back nor has the issue been resolved ( based on NationStar 's website and mobile app ). Help is needed immediately with getting this issue resolved as I have exhausted all of my patience regarding this matter. My XX/XX/XXXX payment was due yesterday, XX/XX/XXXX and once again I am not able to make the payment because the payment amount is still inflated due to the fact that the principal reversal and the escrow advance has not been cleared. I have made countless phone calls and have spoken to a number of individual regarding this matter and no one seems be able to resolve this matter. I am hoping that the CFPB can help me connect to the correct individual at NationStar so an end can be put to this fiasco : reverse the additional principal payment applied in XX/XX/XXXX and credit to the escrow advance amount, remove the escrow requirement and change my payment so I can make my regular NORMAL PAYMANT of {$490.00}. Should anyone care to speak to me from NationStar or the CFPB, I can be reached at XXXX ( an no NationStar you can not add this cell phone number to your records. This is provided for a callback regarding this issue only ).

Company response to consumer: Closed with explanation