Consumer complaint received 2018-06-16
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: NATIONSTAR MORTGAGE LLC (CA)

Mortgage accounts : Mr. Cooper : XXXX # XXXX ( Nationstar : XXXX ) I received a refund check from XXXX XXXX XXXX DBA Mr. Cooper dated XXXX for my impound account in my name and my sisters name ( XXXX XXXX. ) I contacted XXXX XXXX XXXX DBA Mr. Cooper around the middle of XXXX to see what was needed to have check issued in my name only. I did not make a note of the date or the people I spoke to as I felt I did not need to. I did, however,, offer several times that my sister, XXXX XXXX, will gladly sign any paperwork that was needed for her name to not be on the refund check. 

Please note : my employer records all conversations on the business phones. I used my work phone to contact XXXX XXXX XXXX DBA Mr. Cooper. 

XXXX - Spoke to XXXX : could not find loan in system. 
XXXX Spoke to XXXX : file being reviewed at this time. 
XXXX Spoke to XXXX : instructed me to need to send proof of 1 year of payments and send to : XXXX XXXX Fax Faxed Copies of bank statements for last 12 months along with request for checks in my name only. 

XXXX XXXX : checked online file. She verified that paperwork was received on XXXX and paperwork has been processed and finalized. Just waiting for processing of check. Should receive replacement check via mail between XXXX to XXXX. XXXX verified my post office post of XXXX, XXXX XXXX XXXX, CA XXXX XXXX spoke to supervisor XXXX ; Let her know that our conversation is being recorded. Went over months of trouble I have had trying to receive my refund check for the impound account in my name only. She stated that, on XXXX, an email was sent stating that checks must be signed by both parties and if rejected by bank, must be okayed by bank manager. Then paperwork must be sent to XXXX XXXX XXXX DBA Mr. Cooper before another check will be issued in my name only. I have been checking my spam and no notice from XXXX XXXX XXXX DBA Mr. Cooper had been submitted. Supervisor said the person I spoke to on XXXX assumed that the checks would be submitted. Offered to speak to another manager, I said yes. While waiting, I check my spam holder up to XX/XX/XXXX no email from Mr. Cooper. 

Same day : Spoke to XXXX : went over the problem. Went over what I was already told. I said never received any letter or email from XX/XX/XXXX DBA Mr. Cooper ( even  checked spam again while I was on hold. ) Reported that I will be making a formal complaint against Mr. Cooper. Mr. Cooper has made it impossible. Asked why I was not informed of this information 3 months ago and she said she did not know. I said " So those other people just lied to me? '' I asked why Mr. Cooper employees made me jump though hoops that wasted my time and it did nothing. XXXX said that the XXXX XXXX XXXXXX/XX/XXXX DBA Mr. Cooper employees just assumed it would work! I stated that if I had been told the correct information in the first place, I would have my corrected check by now. XXXX sent me the email about what XXXX told me had to happen. I verified it was received. XXXX asked if I was satisfied with her service and I replied that I preferred not to answer. 

Sent check to my sister, XXXX XXXX, via regular mail. My sister emailed me a letter for XXXX XXXX XXXX DBA Mr. Cooper stating she has no interest in any funds from XXXX XXXX XXXX DBA Mr. Cooper. Contacted my bank ( XXXX ) requesting rejection letter regarding depositing XXXX XXXX XXXX DBA Mr. Cooper check into my account. Was informed that Bank manager will not send a rejection letter as any banking or mortgage institute should already know no bank can deposit check without both parties being on the account. Appealed to corporate headquarters.. Received letter regarding rejection for deposit of check into my XXXX account as my sister ( XXXX XXXX ) was nto on my account from my bank on XX/XX/2018. 

Sister had XXXX XXXX XXXX, was unable to sign check. Once she could hold a pen, she signed the check and returned the check to me. I mailed both signed checks ( with my signature and my sisters signature ), the letter of rejection from XXXX XXXX XXXX for  rejection of deposit into my account and the letter from my sister stating she claims no rights to the refund check and mailed to XXXX XXXX XXXX DBA Mr. Cooper along with their letter which stated their demands on XX/XX/2018. 

I received a replacement check on XXXX with a check.. in both my name and my sisters name.