Consumer complaint received 2016-04-15
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We are in dispute over a XXXX 2016 payment, we did n't even get a call or even made aware anything was amiss till our other issue of dealing with the annual review ( having some issues with understanding that as well, the numbers seem off ) but finding out our payment we make every month a bank money order sent via certified mail to our lenders PO Box was simply not there. We followed the instructions to get out something on our Bank letter head it showed the date we made the money order & started tracking at both our bank & at our post office box to see where our mail went amiss. Being on the phone we got our other escrow payment after the same day delivery cut off & XX/XX/XXXX payment out to them using certified mail which they did receive. About a week we now get this letter of options for no payment with adding a late fee. We call back to the offices for an update sense we had not received any feedback to the status of our inquiry there was no start of an inquiry to even see if our mail was somewhere in their building our contact is not shown as even being employed sense we had been given no last name or ID we had to start all over sending out the same fax with the same librarian. Within the about a 90 minute window we had to rush back to our bank before closing because the simple handwritten statement that was ok 'd is now unacceptable a little frustrated wondering how we can come up with anything more sense the money order was still unaccounted for & our contact at the post office was out. Luck smiled though for our missing money order had not only appeared but had been returned to our bank happy dance as we got a print out with even more details clearly showing the payee with correct account numbers on front & our mortgage lenders stamp & dated way within the guidelines for being on time, just like every other payment sense being sold to this lender. We then headed back to our library to scan the copy to email & took the extra step of re- faxing. Getting home we called again new people XXXX is real but unreachable, no one can access the fax machine nor is anyone else set up for email & now our copy of the money order is needing a " Bank Statement '' sounds very shady they are a mortgage company not SSI, XXXX or IRS its a simple matter they received the XX/XX/XXXX payment signed for at their local post office they use for billing via certified mail which means only someone at that address can even sign for the mail, had all the correct information & our account number printed to the payee cashed it in there time frame, sent the processed mail order back to our bank with their own stamp with date on the back yet claim they never received our payment & we still have to come up with a bank statement? Very frustrated, I had my husband talk on the phone because its beyond unbelievable, we just want to resolve a simple payment issue & have any adverse affects to our credit cleared. We also do n't want to be threated with action when we did send out a certified money order that does go every single month to the same address with even extra for the principal, we do n't want to waste our limited resources running to the bank, sending faxes to " wrong '' numbers or waste time sending emails that no one on the other end can even bother to hit reply or trying to touch back to people that no longer exist five minutes after hanging up. I mean we are very frustrated & this the 1st time ever making this sort of complaint, sure we all get burned at one time or another you live & learn I do n't want to that angry type but this is our home we have limited income XXXX daughters & even my husband has issues we are trying our best to stay afloat we just want some help, we even came up extra for escrow that I still have questions about payments that are now more on a paid down loan.

Company response to consumer: Closed with explanation