Consumer complaint received 2018-02-16
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
The mortgage company attached someone else 's insurance to my account by mistake. As a result, a payment of {$1700.00} was made for this customer 's behalf ( not affiliated with me ) for his property in CA ( mine is in TX ) to XXXX on XX/XX/XXXX. 
I discovered the issue during my call into customer service on XX/XX/XXXX and had spent 6 hours on the phone and countless message exchange with the company, still no resolve after 1 month. 
Since then, my monthly payment had gone up $ XXXX/month due to the escrow shortage that was caused by Nationstar 's error. 
I had requested the issue to be resolved asap and for my monthly payment to stay teh same until the shortage error is fixed, my request was rejected. 
See detailed communication log below, upon request, I can also provide all of my message exchange and conversation audio with their representative : Date Time Duration Conversation Summary XX/XX/XXXX XXXX 13 mins Spoke with custmoer service, discovered that incorrect insurance policy ( of other customer ) was attached to my account by mistake. As a result, a payment of {$1700.00} was made out of my escrow account on behalf of other customer for their property located in CA by error. I was advised that reimbursement request is submitted, expect credit back into account in 7-10 business days XX/XX/XXXX XXXX 40 mins Spoke with Insurance dept ( XXXX XXXX ), advised that she will personally call XXXX XXXX where the payment went to, get the refund and credit back to my account. Was told that this will take 7-10 business days and she will personally contact me with update on XX/XX/XXXX XX/XX/XXXX XXXX 41 mins Spoke with customer service, then insurance, then transferred to escrow dept again, given that XXXX  XXXX didn't call back as promised. Was advised that there's nothing they could do, insurance dept has to wait till XXXX refund the {$1700.00} payment issued by Nationstar 's mistake before my escrow account can be credited back. 
XX/XX/XXXX XXXX 52 mins Called Insurance back, requested insurance to issue credit since my escrow shortage was caused by their mistake. Insurance advised again that I have to follow their process and wait till they received credit back from XXXX. Insurance agent did contact XXXX to notate the incorrect payment and request the amount to be refunded back to Nationstar once received. Also, notified that my monthly paymetn went up due to teh escrow shortage caused by Nationstar 's mistake, I'm requested to pay {$600.00} more per month. There's no way to over-write that unless teh amount is credit back and escrow dept can re-do another escrow analysis to drop my monthly payment. 
XX/XX/XXXX XXXX 64 mins Followed up with insurance dept again. Agent called XXXX and allowed me to listen in, the payment was made for a former customer named XXXX XXXX, who I'm not affiliated with. XXXX agent advised the check has not been cleared yet so they can not issue refund. XXXX XXXX, though, is no longer a customer wtih Nationstar, thus, the insurance agent made request for the refund to be issued back to Nationstar to avoid further complication. Was told that I can call back to follow up every day if I'd like, there's nothing they can do at this point. I was, however, advised that she will request escrow dept to temporarily adjust my monthly payment back to previous amount until this error has been corrected. 
XX/XX/XXXX XXXX XXXX With no help, I left comment on XXXX XXXX XXXX XXXX page and customer service rep XXXX PM me for info so he can help. Provided info as requested and request a call back once he has a proposed solution. Was advised that he will provide an update within 24 hours. 
XX/XX/XXXX XXXX 45 mins XXXX , the insurance associate of Nationstar called back advising that I have to call in to give authorization for them to disregard the escrow analysis done on XX/XX/XXXX, to maintain my monthly payment until theu resolve the error. Called back to escrow dept, was told repeatly that I have to follow the process and wait for refund to come back from XXXX. They can not keep my monthly payment unless the escrow shortage is credited back. None fo my questions were addressed except being told rudely that I have to follow their process. 
XX/XX/XXXX XXXX XXXX Message Without answer, followed up with XXXX , was advised that he will follow up soon, no answer fro the day XX/XX/XXXX XXXX 3 mins XXXX finally called back and said he agreed with me, it was a mistake byt his company, I as a customer shouldn't be impacted. He is requesting for my account to be credited back without having to wait fir XXXX to refund. 
XX/XX/XXXX XXXX XXXX Message Still no update, XXXX after receiving my inquiry, advisde that he will have to follow up on Monday XX/XX/XXXX XXXX XXXX   Message Still no update, after my request, XXXX responded saying a request for {$1700.00} to be credited back to my account was submitted, he's waiting for approval XX/XX/XXXX XXXX XXXX Message Still no update, checked in and was told I will be contacted once the credit was processed XX/XX/XXXX XXXX XXXX  Message I still have no update so messaged XXXX again for update, was not provided anything XX/XX/XXXX XXXX 51 mins Called escrow dept myself to inquire whether they received the approval to credit back my account, XXXX ( escrow supervisor ) that they have approval of the refund from XXXX but have to wait till incurance dept issue the credit ( after they received the check ), was once again advised that I have to follow process when my escrow was deducted without accurate process XX/XX/XXXX XXXX 37 mins Called insurance dept back and spoke with XXXX. She contacted XXXX and confirmed a check was cut from XXXX on XX/XX/XXXX, will have to wait till the check is received and processed for my account to be credited back ( in 2-3 weeks ) XX/XX/XXXX XXXX XXXX  Message Provided my own finding to XXXX and demand a clarification. Several communciation afterwards to request my needs/concern addressed. Was finally told that he will contact me when the issue is resolved wtihout an ETA and at my request, advised a senior management will contact me in one business day

Company response to consumer: Closed with explanation