Consumer complaint received 2017-10-17
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a 30-yr fixed mortgage with Mr. Cooper ( formerly Nationstar ). On XXXX/XXXX/XXXX, Mr. Cooper deducted my monthly mortgage payment, as my account was set to auto draft. However, the amount taken was almost {$900.00} more than shouldve been taken out. I logged on to XXXX and found the source of the problem the escrow analysis was completely wrong : - The amount of city tax listed as being paid in the prior year was roughly half of what had actually been paid, creating a shortage - The amount of hazard insurance paid last year was listed at {$0.00}, another obvious error - A completely bogus miscellaneous tax was listed that created another huge shortage I called the company on XXXX/XXXX/XXXX and was able to speak to a supervisor named XXXX, based in AZ. I explained the problem to him, and he seemed to agree that an error had been made by the company. We came to an agreement that he would reverse the unexpectedly larger payment, and I would pay the correct amount once they straightened out the faulty escrow analysis. He put in a request to reverse the payment, which partially went through the next day. ( The amount refunded was equivalent to an old mortgage payment, leaving around {$900.00} in suspense ). He assured me that I wouldnt have to worry about accruing any late fees during this time. 

I called on XXXX and spoke to a team lead named XXXX, based in TX. She looked in my account and found that XXXX had indeed escalated the issue to their tax vendor ( who I learned is XXXX XXXX, but the analysis was still not corrected. She assured me not to worry about any late fees, but I was starting to get concerned that I did not have this in writing yet. 

A week later, I had not heard any new information from the company. I called and spoke to a manager named XXXX XXXX. At this point my main concern was getting written documentation that I would not be charged any late fees while the company fixed the escrow analysis. She repeatedly refused to give me anything in writing, saying that it was not their policy to do so, and that since the calls were recorded and the account was annotated, it was already in writing. Not buying this explanation, I demanded to speak to someone who had the authority to give me something in writing. She said one her supervisors would call me. 

Not surprisingly, I did not receive a call from anyone at Mr. Cooper, I called XXXX back directly on XXXX and said I needed to speak with someone who has the authority to give me written documentation that I will not be charged any late fees while they fix their error. She eventually relented and talked to her XXXXupervisor ( XXXX XXXX ) and said he would be emailing me by COB. I didnt trust that this would actually happen, but I did get his email address from XXXX and emailed him directly. Fortunately I did get this response from him : I do not yet have an exact timeframe on when the escrow issue will be corrected. We are in process now and XXXX is monitoring for updates. 

I can assure you that any late fee for the month of XXXX, if charged, will be waived. 


So as of today ( XXXX ), I do have an email stating that I wont be charged any late fees, but I still dont have the updated escrow analysis with the correct payment amount. There is no way on Mr. Coopers website for me to pay any amount other than what  they have listed ( which includes the erroneous large escrow amount ). My main concern is having this corrected before the payment is 30 days past due, at which point I worry about it getting erroneously reported to credit agencies and damaging my credit.

Company response to consumer: Closed with explanation