Consumer complaint received 2018-04-07
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC (FL)

On XX/XX/XXXX my mortgage with XXXX, serviced by XXXX XXXX, XXXX was paid in full. I was advised that my escrow account and any overages would be refunded to me within 30 days of this payoff. When I did not receive the funds, I reached out to Nationstar to determine the status of said funds. I was informed by the representative that they had received returned mail on the account. I asked where the funds had been sent to and was told they had been sent to a previous address. I had already provided my new address, but was generally accepting that mistake happen. I provided my new address and was advised to allow 6-10 business days to receive the new checks. After 10 days had passed I had still not received my funds and contacted Nationstar. This time the representative informed me that there had been a stop payment placed on the previous checks, but that no new ones had been sent yet. The representative informed me that he would send them out. I asked if they could be wired into my account. The representative told me that I would need to send a void check with the account number and routing number on it for him to do that and that it would then take 24-48 hours to process. I requested the check from XXXX and it was provided to me. I forwarded the check to the representatives supervisor as I was instructed to do. I then waited. This was on XX/XX/XXXX. On XX/XX/XXXX I had not received any funds, so I reached out to  Nationstar. The representative I spoke to informed me that he could see that there was a stop payment requested, but not that the funds had been wired. He informed me that the representative I had spoken with was not there today, but that he would handle my request. The new representative asked me to submit to him my void check and he would begin the wire process. I did so while we were on the phone. On XX/XX/XXXX I still had not received anything, and wanted to make sure the process had been started. I called Nationstar and spoke to another representative who let me know that the wire process had been started this morning and to allow 24-48 hours. That afternoon I received a call from the representative originally responsible for wiring the funds. He advised me that because my mortgage had both my wife and I on it, and the check sent only had my name on it he would be unable to wire the funds to that account. I explained that XXXX, the bank he works for provided that check, my wife is on that account, and that XXXX would not provide me with a void check with both of our names. He explained that he could mail the checks to me. I informed him that these arrangements were not satisfactory and I needed him to do better. He stated that he understood my frustration but could not provide anything more. I then asked for his supervisor. His supervisor stated that he could have the checks overnighted to me. I was satisfied with this, confirmed the address and we terminated the call. On XX/XX/XXXX, I received no checks. On XX/XX/XXXX I received no checks. I called Nationstar. The representative I spoke to this time, provided me with the tracking number for my checks. I looked into this later that evening and determined that while the overnight label had been created and printed, it had never been shipped. I checked again on Saturday XX/XX/XXXX and saw that it still had not been shipped, so again I called Nationstar. I was informed that per their agreement with XXXX the checks would not be picked up until Monday and should make it to me no later than Wednesday. I asked how an overnight delivery has become a week, expressed my dissatisfaction with this process, and explained that had the roles been reversed I would have been charged a late fee, and been told that mail was not a reasonable option to make a payment. I asked the representative what kind of compensation I should expect and was told there was nothing he could do. I asked to speak with his supervisor. The representative placed me on hold and then informed me that there was no supervisor available to take me call. He explained that the manager I had spoken to on XX/XX/XXXX would call me on Monday. I asked to log a formal complaint and was told I could do so online of through fax. I told him that I had attempted to log a complaint online but the website generated an error when I attempted to submit it. He asked if there was anything further he could do, I advised him to make sure that supervisor calls me on Monday.