Consumer complaint received 2015-11-03
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (CA)

XX/XX/XXXX, XXXX XXXX XXXX sold my mortgage loan to Nationstar Mortgage. Upon receiving my loan, Nationstar placed my account in a bankruptcy category even though my loan or property was never included in any bankruptcy proceedings. They also failed to report my account or any of my timely payments to the 3 credit bureaus. I requested on several occasions to have Nationstar report my loan to the credit bureaus and each time they refused, siting a bankruptcy that does not exist. In XX/XX/XXXX I began refinance proceeding with another mortgage company. Nationstar received notification of such proceedings and only then did they report to XXXX, however they are reporting drastically incorrect information stating that my loan has been 30-60 days late on many occasions. This is not the case, as my bank statements will show payments have been made on a monthly basis many times far above what my minimum amount due is. These negative, incorrect reporting 's have halted my refinance. They only time my loan was delinquent was XX/XX/XXXX during a brief period of unemployment. Once my employment was reinstated I contacted Nationstar and entered into a repayment plan to pay back all of my past due payments. This plan was completed XX/XX/XXXX. I contacted Nationstar regarding the incorrect reportings to Experian at which time they verbally acknowledged that there has not been any late payments since the above mentioned repayment plan. They stated they could not remove the late reportings to Experian, yet they could refinance my loan if I remained with their company. I refused and asked for the mater to be escalated ; at which time I was told the only department that could help me was their research department. Because they can not be contacted by phone I was told to fax a cover letter and all supporting documentation. I have tried faxing the information on multiple days, on multiple occasions, from multiple fax lines. Each time an error message was received. I called again today and asked for an email address to send my documentation and they refused, stating the fax number was my only option. It was only after I shared my intention of filing a complaint with the FCPB did they provide me an email address. I believe Naitonstar is using the above mentioned tactics to stop me from refinancing with a different mortgage company. Furthermore, XX/XX/XXXX a payment was scheduled with Nationstar on to be debited from my bank account on Thursday, XX/XX/XXXX. The funds were never withdrawn. I called Nationstar and they acknowledged an error on their end and processed the payment on XX/XX/XXXX. I was told my payment history would reflect the first requested date of XX/XX/XXXX, yet it has never been corrected. When I call to inquire, they tell me they are opening a research request and I should hear back via mailed letter within 7 business days. I have never received any written documentation regarding these " request ''. I believe these " research request '' are yet another tactic used by Nationstar to avoid addressing and correcting deliberate processing errors.