Consumer complaint received 2015-09-21
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, 2015 I received a notice from my mortgage company, notifying me that my mortgage loan would be transferred to Nationstar Mortgage LLC effective XXXX XXXX, 2015. 
I called my home owners insurance right away to ensure they were aware of this transfer and I provided all the complete contact information, I was told they were already aware and had all the contact information. Nationstar failed to timely submit my insurance payment which caused my policy to be cancelled. ( the payment was due XXXX XXXX, 2015 ) I 've been without insurance coverage for over three months now and Nationstar refuses to take responsibility and resolve the issue. Nationstar is now threathning to purchase a more expensive insurance policy and claims that I should be responsible for the new fees including a new deposit and other penalties for having a lapse of coverage which was to no fault of my own. I have never paid late. 
I have placed several phone calls and left countless messages for Nationstar asking to speak with someone from their management team but they never return my calls and have been avoiding me. Nationstar recently sent me a letter stating that the prior loan administrator should have paid the policy. XXXX XXXX XXXX which is the previous loan administrator sent a complete list of every disbursement to Nationstar prior to the transfer of the loan and therefore Nationstar was aware that an insurance premium was not disbursed this year by the previous loan administrator which is the excuse that they are using. I am a single parent and can not afford to pay a new deposit on a new policy and most definetely can not afford the penalties imposed due to the lapse in coverage. Please help me. I never had any problems with my insurance payments or any issue until Nationstar came in the picture. They have absolutly no interest in assisting me or any customer. I 've found countless reports of these complaints on line for the very same thing with Nationstar. 

On XXXX XXXX, 2015 I received an urgent e-mail from my insurance agent advising me that due to some type of system glitch within Nationstar ( my lender servicing co. ), my insurance payment was never disbursed. I 've also since received notice from my agent that Nationstar failed to submit payment even after three notices were sent directly to Nationstar. According to my insurance agent, my policy has been cancelled due to non-payment from Nationstar and a new policy would need to be purchased. The purchase of a new policy would include additional fees and penalties. 

On XXXX XXXX, 2015 I responded to my insurance agent 's notice by engaging both my insurance agent and my loan servicing company Nationstar in a conference call. Nationstar acknowledged that indeed payment for my homeowner 's insurance was never disbursed. As a consumer, I am extremely dissatisfied with Nationstar 's service and feel betrayed and shortchanged. Currently, I have no insurance coverage on my property and I am at a loss for what I should do next. I need your assistance please

Company response to consumer: Closed with explanation