Consumer complaint received 2016-09-22
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
We have been trying to resolve the issue of an incorrect escrow account amount which Nationstar has not properly adjusted probably since they Aurora transferred the account over to Nationstar. As a result our payment is consistently in flux because the property taxes have not been properly calculated or a larger amount is calculated so we are charged overages and then added to the payment. In addition, force placed policy was added which is much higher than the insurance we had in place so that also increased our payment.. It has been most frustrating as every time we call we are routed to the XXXX. We tried to reach the assigned dedicated specialist however he has not been available and are routed to the XXXX. That is part of the overwhelming issue. 
Unfortunately, we fell behind as we are going through a severe hardship due to my wife 's health. We have been in contact with Nationstar to correct these issues but it appears the issue continues to be unresolved and ongoing. Just recently, when we were going to make a payment to avoid being so far behind, we were advised that there was an amount in suspense for approx {$1600.00}, and were asked if we could make the difference by end of XXXX for {$2100.00}. We advised that we would certainly try as we were expecting a check by month 's. The check however was delayed and made the payment in early XXXX via wire. The total monthly amount was not applied and it continues to be in suspense. When we checked the status of payment online, it was not showing. Early this month, it showed that the {$2100.00} payment made in XXXX was being made towards Administration Fees!! We emailed XXXX XXXX and called to ask what happened to the balance of {$1600.00}, and were told that it was in suspense. It appears there is a contradiction when they offer assistance, yet instead of posting the full payment which is why we made that payment of {$2100.00}, they are posting it towards admin fees thus allowing the account to show more delinquency and a reason to foreclose. 

We communicate with Nationstar also through their online system, but they keep replying that they are researching, but the issue does not get fully resolved. The property taxes are still showing a shortage. As we have told them, when we have fallen behind, we pay more than the actual payments yet they are not applied accordingly, more admin fees are charged, and the payments are escrowed, so how do we keep falling behind on the property taxes?? If there was a shortage, which we feel there was not, then with the extra amounts we are being charged should go towards the XXXX first! We feel that they are taking advantage of the situation to set a sale and charge more money. We are in earnest trying to save our home, but would like to have them properly research the escrow accounts so that we finally have an accurate payment. 
Another egregious act occurred this week, when a representative identified from XXXX trespassed onto our property knocked on the door under the guise of looking for a " disaster '', our young children were here and it was a very frightening situation. She did not offer an identification and she left the house quickly as I questioned her and she left taking pictures up and down the driveway. This seemed very odd so we looked up the company, and appears it is a subsidiary of Nationstar. We called Nationstar and asked if they were aware of XXXX, we were told they were a Notary company! Upon pressing them, the senior representative in the XXXX advised that per our contract they could do inspections to find out if owners are still occupying the property. XXXX is more than a Notary company and told the Nationstar representative that this was very deceptive practice and a violation, to which she replied that she was sorry and would advise the company. This was not sincere! Pls Help

Company response to consumer: Closed with explanation