Consumer complaint received 2015-04-17
Company: NATIONSTAR MORTGAGE LLC
State: TN
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced my home in XXXX XXXX for a 10-year loan. On XXXX XXXX, XXXX I received a letter from XXXX that the servicer of my mortgage loan was XXXX XXXX XXXX DBA XXXX XXXX. 
I received a letter dated XXXX XXXX, XXXX of Notice of Assignment, Sale or Transfer of Servicing Rights of our loan to Nationstar Mortgage LLC effective XXXX XXXX, XXXX. I started making payments to Nationstar Mortgage in XXXX XXXX. In XXXX XXXX while reviewing my documents, I could tell the escrow account would be underfunded, so I was pro-active and started making additional payments into my escrow account. In XXXX XXXX Nationstar Mortgage did a recalculation on my escrow account and changed by monthly payment to {$2100.00}, which I thought that would settle the escrow problem and adequately fund and stabilize our monthly payments. In XXXX XXXX Nationstar Mortgage did another recalculation of my escrow account, and changed my monthly payment 's, ( One ) day before the monthly payment was due on XXXX the XXXX, which was XX/XX/XXXX. The confusion of the Payment change resulted in a double payment being made in XXXX XXXX. I contacted Nationstar for over two weeks and kept being told that they did not receive a double payment. I also ask that my payments not be lower, because I could tell that it was going to cause a shortage in my escrow account. Talking to many agents with Nationstar I requested that my payments not be reduced and to resolve the issue of the double payment. 
Getting no response from Nationstar I filed a complaint with the XXXX, and that was the only reason I got a written response back from Nationstar. In the complaint I outlined the struggles that I was having with Nationstar, and Nationstar 's non-response to my messages, and I did not want my monthly payments reduced because it was going to cause escrow problems. Nationstar went ahead and lowered my payments against my wishes, and agreed in a written response, that the double payment made in XXXX XXXX, would be applied to the XXXX XXXX and XXXX XXXX payments, and that my next payment would be XXXX XXXX. This agreement that was written to the XXXX was not honored, and my next payment was not applied to the XXXX XXXX payment, but the XXXX XXXX payment. 
On XXXX XXXX, XXXX my wife was contacted by Nationstar stating that we were in default, even though I knew that all my payment were made prior to the due date, and never late. Upon further review of my account I found out that Nationstar had recalculated my escrow account again and our payment had increased, to which we had no knowledge of the increase until XX/XX/XXXX. I was informed that I owed {$140.00}, which I immediately sent in once I was made aware of the shortage. Then looking at the Nationstar website, I saw letters and the transaction history where Nationstar had completely made our account look like we had not been making monthly payments. Nationstar did not contact us by US Mail, that there was an increase in our monthly payments, or for any reason about our account being short of the funds. But Nationstar, sent a packet on XXXX XXXX, XXXX in the US Mail, stating that we were in default of our loan, because of their manipulating their books, over {$140.00} that we owed as the result of the increase of our loan. If one were to look at my credit history, you would see that we have excellent credit and have always paid our bills on time and the correct owed amount that we are made aware of. I have made numerous requests for the name and contact information of someone at Nationstar who could resolve my issues. Nationstar has not given me any response to my numerous requests. 
Prior to the XXXX XXXX, XXXX contact, my wife had received several calls from someone who said they were from Nationstar, with the calls being between XXXX - XXXX. My wife would ask

Company response to consumer: Closed with explanation