Consumer complaint received 2016-11-30
Company: NATIONSTAR MORTGAGE LLC
State: AL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Nation star failed to do an initial assessment on my mortgage account.In turn, I became behind on my escrow account.To catch up on my escrow account, I paid Nation star $ XXXX has harrassed me everyday with multiple phone calls stating that I still owe them a monthly mortgage rate of XXXX, XXXX rather than the XXXX that I previously paid. I was told by a representative by the name of XXXX XXXX that my mortgage would increase around {$60.00} a month.I continually get hung up on the phone with Nation star and am at my wits end. I have spend hours upon hours trying to get this rectified with them on the phone ( my time/money ). They should be put out of business. 
At present, the " XXXX XXXX XXXX '' named XXXX XXXX refuses to call me back. I have reported Nationstar to the XXXX and he instructed me to call him with questions. His phone number XXXX has a voicemail that states he is not accepting calls and the only option is to get transferred to another customer service representative. 
Currently, Nationstar has readjusted my mortgage to an amount of XXXX and some change. I agree to pay this amount based on calculations from my increase in property tax and homeowners insurance. I received a statement in the mail stating that I owe Nationstar another {$4400.00}! I have no idea of where this calculation is coming from ... 
This is a copy of XXXX 's latest response to me on XXXX/XXXX/16 with my response : XXXX/XXXX/2016 WEB XXXX RECEIVED BUSINESS ' REBUTTAL RESPONSE : After a review of the account, no error was found. As previously stated, the account was past due when the funds of {$3400.00} were received. Due to the delinquency, the funds were applied to your XXXX XXXX mortgage payment rather than your escrow account. When an account is delinquent, any funds are sent to payments first and then, once the account 's current, any remaining funds are applied to other fees and charges remaining on the account. Since the funds were applied to the payment, the escrow analysis reflected a shortage. 
On XXXX/XXXX/2016, the loan transaction history was adjusted in order to reverse the mortgage payment and reapply it to the escrow account, per your request. In addition, we have removed the most recent escrow analysis that reflected the shortage. 
As of XXXX/XXXX/2016, the account is due for the XXXX/XXXX/2016 payment of {$3300.00}. The statement you recently received for XXXX 2016 does show a payment amount of {$4400.00}. However, there is a credit of {$1100.00} in the suspense account, allowing us to accept a smaller amount to complete the XXXX 2016 payment. 
Please note the payment history appears to be reported accurately to the main credit repository agencies ( XXXX, XXXX, and XXXX ). If you have documentation that substantiates that any of the information reported by Nationstar on the credit report is incorrect, please provide the detailed information for review. You may fax the information to our research department at ( XXXX ) XXXX. 
If you have any additional questions or concerns please reach out to me directly at XXXX or our team at XXXX or by email at XXXXXXXXXXXX Best Regards, XXXX XXXX XXXX Media Analyst Department Number : XXXX XXXX/XXXX/2016 ALT EMAIL Send Business ' Rebuttal Response to Consumer XXXX/XXXX/2016 WEB XXXX CONSUMER REJECTS BUSINESS ' FINAL OFFER : ( The consumer indicated he/she DID NOT accept the response from the business. ) Here is my response to XXXX : Hi XXXX, I have tried to call you numerous times and have left messages for you. This was prior to your out of the office message that you left on your phone over the holiday. 
I just called you and left you another message to call me back, but I can not leave a message. I am only transferred to an attendant who is incapable of answering my questions.

Company response to consumer: Closed with explanation