Consumer complaint received 2017-11-18
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
History of Account XXXX My wife and I opened this Home Equity Line of Credit on XX/XX/XXXX. We agreed to pay the following payment option as noted in my Home Equity Line of Credit Agreement ( Promissory Note ) : I must pay at least the Minimum Payment on each of my Monthly Statements. 
Since XX/XX/XXXX I have paid the Minimum payment upon the arrival of each monthly statement. XXXX XXXX was the originator of the loan. XXXX bought the loan from XXXX XXXX. We paid XXXX until we were notified that it was sold to Nationstar. Nationstar recently changed their name to Mr. Cooper. I have evidence of all the payments I have made back to the origination of this loan as evidence by my bank statements and the checks that Mr. Cooper has returned to me ( 2 in total as of XX/XX/XXXX ). I disagree that I have every missed a payment because of the checking account statements that I have that show I made each payment. 

Communication History Communication with Nationstar now known as Mr. Cooper : XX/XX/XXXX at XXXX XXXX I contacted Mr. Cooper ( Nationstar ) and spoke with XXXX. She stated my account was past due for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I explained that I have made the accurate mortgage payment since the inception of this loan in XX/XX/XXXX. She did not inform me at that time that the XX/XX/XXXX payment was in a Suspense Account. She stated that she was not sure why the XX/XX/XXXX payment was returned and that all I needed to do was to remit another check that covered XX/XX/XXXX and XX/XX/XXXX payment. I wrote that check in the amount of {$1200.00} on XX/XX/XXXX and mailed it. That check was also returned. 

XX/XX/XXXX at XXXX XXXX I contacted Mr. Cooper ( Nationstar ) and spoke with XXXX to find out why they had returned my check. After an hour of being on hold, XXXX came back on the phone and explained that he had been reviewing my account the entire time and could not find where I had missed a payment. He asked me to call back the next day after his supervisor had an opportunity to look at the account history with him. At this point, I had submitted 4 payments that were yet to be applied to the balance ( 2 in suspense and 2 returned, which are still sitting in my checking account because the entity returned the check ) even though all I knew about were the 2 returned. 

XX/XX/XXXX at XXXX XXXX I called back to find out if XXXX boss had completed the review. I spoke with XXXX who stated that she could not help me, but that XXXX had put notes in the file and would have to call me back. I never received this call from XXXX, his Supervisor, nor XXXX. 

XX/XX/XXXX at XXXX XXXX because I had not heard from anyone, I called back and spoke with XXXX ( whose nickname is XXXX ). XXXX stated that everything had been verified and all I need to do was re-submit the XX/XX/XXXX and XX/XX/XXXX payment amount of {$1200.00}. The next day, I wrote a check and overnighted it to Mr. Cooper ( Nationstar ). I required a receipt signature. The receipt evidences that the check was received on XX/XX/XXXX at XXXX XXXX by XXXX XXXX. 

XX/XX/XXXX at XXXX XXXX I called back to make sure that the check had been applied to the account and that my account was now current. I spoke with XXXX ; she stated that the account was current, and that I needed to just make XX/XX/XXXX payment. 

XX/XX/XXXX at XXXX XXXX I received a text from Mr. Cooper ( Nationstar ). Account Alert. Please call us at XXXX. We are a debt collector*. 

XX/XX/XXXX at XXXX XXXX I called Mr. Cooper ( Nationstar ) and spoke with XXXX. She told me I was behind in my mortgage payments and that they were holding a payment in suspense. This is the first time that I was told that XX/XX/XXXX and XX/XX/XXXX payment that had not been applied to my account and that they were sitting in a suspense account. On XX/XX/XXXX Mr. Cooper had 4 full payments ( 2 in suspense ) and ( 2 in the check that they had ). They are refusing to credit these amounts to the account. XXXX was very rude, so I asked to speak with her Supervisor. She stated that she was the Supervisor, and that there was no one above her. When I asked if I could speak with XXXX supervisor that reviewed my file, she stated that no one in that department speaks with any customers. I have made every payment that I was asked to make, and I did not understand why they were not applying the payments to my account when they were received because they refused to show me that I owed any additional funds. She also never stated that the payments were behind due to any late payments or late charges. 

XX/XX/XXXX at XXXX XXXX I called back and spoke with XXXX. XXXX told me that the reason that my loan had gone into default was because it was a balloon loan that came due in XX/XX/XXXX. I explained that my loan was not a balloon loan because I had a copy of the Note to prove it. The Note states, I will then be required to pay this entire balance in a single Balloon Payment on N/A. That is why I knew that my obligation was not a balloon payment. I asked him to provide evidence that my mortgage was a Balloon loan in email. When I received the email, I could not open it to view the document. However, I have a copy of my Note and it shows that my loan is not a Balloon loan. 
I did try and open the email, but the following error was initiated. 
Incorrect email/or password. After 3 unsuccessful attempts, the account will be locked. Try to reset password your account has been temporarily locked for 30 minutes. 
When I tried to reset my password, it gave me the same message. 

XX/XX/XXXX I submitted a Qualified Written Request to Mr. Cooper ( Nationstar ) to try and resolve this matter that explained the payment history and the communication history on my loan. This request asked them to review the entirety of their records to give me evidence of which payment was not made so that I could forthwith pay the amount due. 

XX/XX/XXXX I reached out to a friend to see if they had any ideas of how else I could resolve this matter. They suggested that I contact the CFPB with my evidence to request assistance in getting Mr. Cooper ( Nationstar ) to prove that I owe them a payment, and which payment it is so that I can check my records to validate the payment was not cashed. 

XX/XX/XXXX XXXX called me at XXXX XXXX, and I explained that I need to get the matter resolved. She stated that my account was showing that there was a balloon payment. When I stated that my Note showed there was not a balloon payment, she stated that it would take her 10 days to review my account. At this point Mr. Cooper ( Nationstar ) has tried to resolve this matter since XX/XX/XXXX ( 46 days ). It has been 46 days and they have yet to provide any evidence that my loan is a Balloon loan or that any payments have been missed. 

Lastly, I would like to say that I have sent my payment on almost every occasion ( monthly ) on or before the XXXX of each month-I drop my payment at the Post Office each time I send it and have for years. For some reason unbeknownst to me the payments are not being applied for approximately 10 days. I find it difficult to believe that it takes 10 days for the mail to reach Texas from Virginia. I am not responsible for them letting the payment sit in their processing facility for several days. At no time have they ever provided me with a letter requesting an extension to resolve the matter, evidence of a missed payment, or evidence of a Balloon loan.

Company response to consumer: Closed with explanation