Consumer complaint received 2016-05-25
Company: NATIONSTAR MORTGAGE LLC
State: ID
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX I received notification that my mortgage account reflected a late payment. I send documentation to the company via their website showing my bank statement reflecting on time payments for the period in question. Thinking this was an error or oversight of some kind, I was n't overly concerned. That was until I received the second notification on XXXX XXXX, XXXX claiming the account was delinquent by three months and I owed nearly {$2900.00}. This was accompanied by a transaction activity sheet listing these increases as a result of an interest rate increase. The first increase was from {$930.00} to {$970.00} for the period XXXX/XXXX/XXXX through XXXX/XXXX/XXXX and then rising again to {$1000.00} on XXXX/XXXX/XXXX to current. Since I was unable to reach anyone over the weekend, I decided to research the company that holds my mortgage. What I discovered was quite disturbing. Claim after claim about how Nationstar had taken over a great many loans under the XXXX program and had been either adjusting escrow amounts or increasing interest rates but not informing customers as to reflect delinquent accounts and position themselves for foreclosing on these loans. 

When I was able to reach Nationstar on Monday, XXXX XXXX, XXXX I spent three hours on the phone being transferred back and forth to various departments. The first person I spoke with told me that the interest rate on my loan increased in XXXX of XXXX. When asked how they informed me of this change, she said her records indicated that a letter was sent on XXXX XXXX. I received no such letter. My monthly statements never reflected a short fall in my monthly payments either. Then she told me that my interest rate increased again in XXXX of XXXX She said XXXX letter was issued in XXXX of XXXX informing me of the increase. Again, no such letter was received and my monthly statements did not reflect a deficient payment. I received no such letter. My monthly statements never reflected a short fall in my monthly payments either. 

It seems that they did raise the rates, however I was never informed of these increases. At matter now, is that no one can tell me accurately how much I need to pay to bring the account current. Of the XXXX people I spoke to XXXX indicated {$140.00}, another {$180.00}, and another {$910.00}. I have requested that they send me a bill and documentation that will show me how much is owed and where it will be applied. They assured me they would send me an email in XXXX48 hours. It is now XXXX XXXX, XXXX and I have received no written correspondence from Nationstar. I desperately need your help to get a clear and honest answer about what is owed. This is my home and this mortgage company is behaving like a predatory lender hoping that the longer they delay the closer they get to a foreclosure process. I have lived in my home for 25 years, and I have never made a late payment, not once. I am shocked, appalled and frankly terrified that this is happening and I am seemingly vulnerable to their practices.

Company response to consumer: Closed