Consumer complaint received 2018-01-31
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC (MT)

Complaint filed against Mr. Cooper XX/XX/XXXX I am writing to you to file a complaint against Mr Cooper. Listed below are the details regarding our dealings with this Mr Cooper. This situation is stressful at best. The continual phone calls and letters are borderline harassment. Not to mention the numerous hours logged on the phone with these people to get no farther ahead. They have messed with our credit score. We have been charged late payment fees, as well as other unexplainable fees. We were issued an escrow check which we deposited and then they put a stop payment on it which overdrew us in our bank account. We have had sleepless nights of stress and worry and we want this situation handled. 
We purchased our home in XX/XX/XXXX, our financer was XXXX XXXX. We made our first payment of {$1000.00} to them on XX/XX/XXXX. We made a partial payment of {$530.00}, to go towards our XX/XX/XXXXpayment, on XX/XX/XXXX. Our loan was then sold to XXXX XXXX XXXX XXXX. We made the remainder of our payment for XX/XX/XXXXto XXXX XXXX XXXX XXXX on XX/XX/XXXX for {$530.00}. Our loan was again sold, this time to Mr. Cooper/Nationstar. We made a partial payment to Mr Cooper on XX/XX/XXXX in the amount of {$530.00} to go towards our XXXX payment. We made the remainder of our XXXX payment on XX/XX/XXXX for {$530.00}. The next payment to Mr Cooper was made XX/XX/XXXX for {$570.00} and the remainder for XX/XX/XXXXwas paid on the XXXX for {$500.00}. And our XXXX payments were made on the XXXX for {$600.00} and the XXXX for {$470.00}. With all of that laid out, Ill explain the numerous calls and letters that have been ongoing since XX/XX/XXXX. 
Our first phone call from Mr Cooper came in XXXX, just weeks after they purchased our loan from XXXX, and they were concerned because we missed a payment. I did not get the customer representatives name, but I did get her phone number and told her Id call back with detailed payments and dates of all of our payments to that point. I got her voicemail when I called so I left a message detailing payment dates and amounts. I never received a phone call back and was left to assume everything was cleared up. We received another phone call from Mr. Cooper in XXXX with the exact same problem. Once again we went through our payment history with them. Again, I didnt get a name, but I was told they would look into our account issues, and yet again we never received a call back. Weve received a letter every month stating we are behind, along with the phone calls, but nothing gets resolved. Also in the month of XXXX my husband, was reported to the credit bureaus as missing a payment. 
In XXXX, XXXX received another call from Mr. Cooper. A customer service rep, which again we didnt get a name, was calling to inform him that we had XXX amount of money sitting in a suspended account and wanted to know what we wanted to do with it. XXXX asked what the money sitting in this suspended account was and why was it sitting in a suspended account? The Representative explained that because we make biweekly payments the first partial payment sits in a holding account until they collect the second half and then they apply the funds. He implied that was what this money was and wanted XXXX to give the ok to apply. Of course thats what we did, per this reps advice. It was applied to our XX/XX/XXXXpayment. Two weeks or so after that XXXX gets another call from Mr Cooper because we are yet again missing a payment! He asked the Representative, XXXX, about the money sitting in the suspended account and wants to know if it was applied. She informed him we did not have money sitting in a suspended account but that is was in fact money we paid over in our escrow account, and that it was our money, and they could NOT apply it to our account, that a check was mailed and we were to cash it. We could then make another payment if we chose. She also promised to look into our situation and get back to us because we were STILL being told we were behind. More time was spent on the phone with her once again going over our payment history. To date we have yet to hear from her. We deposited the check into our checking account on XX/XX/XXXX. They put a stop payment on the check on XX/XX/XXXX. We started taking first and last names after that. On XX/XX/XXXX we spoke with XXXX XXXX about this ongoing issue. He had no answers, he talked in circles and was very unpleasant to deal with. We were transferred to XXXX XXXX from the Research and Response Department. XXXX and XXXX spent 2 hours on the phone with him that night, once again going over EVERYTHING. He promised to call the next morning to discuss this further and figure out a solution. And yet again XXXX spent 2 hours on the phone with XXXX. XXXX XXXX and XXXX XXXX began with a three way call with our bank who detailed every payment made towards our mortgage from day one.  They then had a three way call with XXXX and it was determined that XXXX failed to transfer a partial payment in the transfer of the loan process. We thought the problem was being solved, until I received an email from XXXX on XX/XX/XXXX telling me he hadnt received the payment history from XXXX and would I reach out to them and get it sent, because he couldnt call directly. What?? XXXX also informed us that the information regarding our escrow check was correct, the part about it being our money and they couldnt distribute as they saw fit. He said he would take care of us as far as our bank account, cover any overdrawn amounts and such. He also said he would take care of the issue of reporting XXXX to the credit bureaus. As of today XX/XX/XXXX nothing has been done to rectify any of it. XXXX did call again on the XXXX to let us know he hadnt received the payment history from XXXX and asked if I, XXXX, had reached out to them to fax that information to him. Yes I had, and I dont feel it was my job to do in the first place! 
Since the XXXX we have received phone calls from Mr Cooper yet again telling us we are late on our payment. XXXX XXXX called us on XX/XX/XXXX to inform us we are now missing the payment for XXXX, I asked him how that was possible. The monthly statement FROM Mr Cooper shows we made 2 payments in XXXX, we had talked with XXXX and XXXX about applying one of those to the XX/XX/XXXXpayment, because after all, the payment credited to our account on XX/XX/XXXX was in fact the Escrow money that my husband inadvertently had applied to the XXXX payment. Confusion is what this company deals in! At any rate my husband and I spent almost an hour AGAIN going over our account and payment history to get nowhere, he was absolutely no help! So he transferred us to XXXX XXXX, a supervisor, and he was as rude and ignorant as XXXX XXXX. XXXX XXXX is now trying to tell us that the XXXX payment did come through, that everything was updated on our account, but now the problem is our XX/XX/XXXX payment to XXXX XXXX. Theyve never received that payment he claims!! He also informed XXXX that the case was closed and the letter should be showing up any day explaining what was fixed but yet again we are still a payment behind!! Our online bill from Mr Cooper has not changed. It shows a payment to principle in the amount of {$290.00}, we never authorized that. Apparently it was money left over from the escrow check that Mr Cooper decided to distribute of their own accord. And just to note, we asked to speak with XXXX several times while talking to both the XXXX to be told he was not at that location, he was unavailable, and they werent sure where he was. They offered to email XXXX and ask him to contact us. A full 24 hours has passed with no word from XXXX. 
Every time we speak to Customer Service Representatives, Supervisors, or even the Research and Response Department we get no answers. These people are incompetent at best! They have not been properly trained and none of them know what they are talking about!! They shuffle and reroute you and you cant get a hold of the same person twice so you end up having to explain and re-explain and nothing gets done!! I feel this is done on purpose!!! Mr. Cooper has made buying a home a very regretful decision!! The sleepless nights and harassment that Mr Cooper has caused me and my husband has been awful. Please help us get this situation taken care of!