Consumer complaint received 2015-07-31
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (SC)

My loan originated with XXXX XXXX XXXX and after several years was sold to XXXX XXXX. In XX/XX/XXXX it was transferred to NationStar Mortgage and on XXXX XXXX I sent them the following inquiry ... 
" On XX/XX/XXXX XXXX Mortgage Services transferred the servicing of my mortgage to Nationstar. I received a letter from Nationstar in XX/XX/XXXX stating my account was paid ahead and not due until XX/XX/XXXX. It also stated, " If you wish to leave your account paid ahead as is, you do not need to do anything. However, if you wish to have your extra payments applied towards your principal balance, please contact us at XXXX to speak to a Customer Service Rep regarding how you would like your funds applied. '' I called the number and spoke with XXXX who proceeded to tell me that my XXXX payment was all applied to principal and all other payments between then and XX/XX/XXXX would be applied to principal. I have yet to understand why that would happen, but I continued to pay a monthly {$480.00} payment and was happy to have it reducing the outstanding balance. Now I have passed the magic date of XXXX and my monthly payment due of {$440.00} is reflected on my statement. I have continued to make a monthly {$480.00} payment with the additional {$31.00} to be applied to principal. Now I need someone to explain to me why only the additional {$31.00} is the only amount being applied to principal. Before Nationstar my monthly payment was applied to interest then principal. Since the principal balance was reduced by XXXX {$3800.00} between XX/XX/XXXX and XX/XX/XXXX, there should be a little less interest accruing each month ; therefore, more of the payment being applied to principal. " Subsequently I received a reply stating, " Due to the nature of your request, we ask that you please call us directly so one of our Customer Service representatives may assist you. Please call XXXX XXXX XXXX XXXX. '' On XXXX XXXX I called the number provided and spoke with a woman who, after conferring with someone away from the phone, told me the payments were being applied as such to catch up the outstanding interest. I replied to her that could not be accurate and requested to speak with someone else. A man eventually came on the phone and after reviewing several of my past statements and running some calculations, agreed that something was not right. The statements for the amount due provided a breakdown of principal and interest ( i.e. Principal {$100.00}, Interest {$340.00} XXXX, yet my payments were being applied as stated above. He told me he would have to take the situation to a higher power and would call me back with an update. He did call me the next day and left a message that the situation was being worked on and he would provide an update later. I have reviewed my transaction history several times since his message ; seen no changes or adjustments and have left three voice mail messages at the " direct number '' he gave me. My most recent payment due XXXX was posted on XXXX in the same manner as the previous two ; all to interest except for my additional payment to principal.