Consumer complaint received 2016-01-05
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (IL)

For the past four years, Nationstar Mortgage used the funds I had set up in an escrow account to pay my property taxes and my homeowner 's insurance. However, for some unknown reason, they did not do so this year and I received a notice in the mail from XXXX XXXX stating that my property insurance was being cancelled due to non-payment by the mortgage company. That arrived on Sat., XX/XX/XXXX, yet my insurance was due on XX/XX/XXXX!!!! Of course I had to wait until Monday to deal with the situation and I still ca n't believe what I went through that day!!!!!!!!!! In one day, I spoke with XXXX different people, I was disconnected at least 8 times, and had to tell my entire story over again each and every time I got a new person, most of whom could not speak or understand English. They told me they had never paid my insurance, that they did n't know why I wanted them to pay it, and that they could n't overnight the payment because they did not have a copy of my XXXX policy on file!!!! YET they had tried to force-place insurance on me 2 or 3 times in the 4 years they 've had the loan!!!!!!!!!!! As a result, I had to keep sending them a copy of the master policy showing that it was a condominium policy and that I was not responsible for insuring the outside. That 's how I KNOW they had a copy of it. My homeowner 's insurance was cancelled and almost not reinstated because they said they had to wait 5 to 7 days to send the payment, eventhough my agent faxed YET ANOTHER copy of the declarations page that morning!!!!!!!!!!! They have yet to offer me any explanation of why all of this happened. I did find out from the insurance company that the mortgage company did send XXXX XXXX a letter stating that they were refusing to pay the bill because they did n't recognize the loan. I have NO idea why they did n't, yet they paid it all 4 prior years, and they will not give me a reason, not even what the letter said that they sent to XXXX ( They did n't recognize the loan. ) This mess went on for a total of 10 days, with several calls a day and no help whatsoever!!!!!!!! Once I could finally breathe a sigh of relief that that was taken care of and I was insured ( Keep in mind that I had a pipe burst in my home in XX/XX/XXXX that cost {$150000.00} - {$200000.00} so I do n't take being uninsured lightly!!!!!!!!!!!!!!!! ), I called the mortgage company back and told them I wanted to have all of the remaining money in my escrow account returned to me because I could no longer trust them and I was n't about to be uninsured or not have my taxes paid in the future. I sent proof of payment for both the taxes and the insurance and I was told by a supervisor that my online statement would be adjusted by XX/XX/XXXX so I could make my correct XX/XX/XXXX payment on time, that the wording would be corrected to read that my interest rate was 3 % ( Until XXXX/XXXX/XXXX, not Until XXXX XXXX ), that a check for my remaining escrow balance would be mailed to me on XX/XX/XXXX, and that I would receive a letter by email stating that in the future, I would be responsible for paying my property taxes and homeowner 's insurance. Unfortunately, NONE of the things I was told have happened and I am no longer getting email responses from the supervisor with whom I was working. Today, I spent XXXX hours on the phone telling my story YET AGAIN ( I spoke to XXXX different people, was disconnected 2 times and they refused to give me a supervisor in the Customer Relations Department, where I sent a letter on XXXX XXXX, XXXX and FINALLY got a response today with a phone number to contact them ) and I 've been told that things will be changed in time for my XX/XX/XXXX payment. That does n't give me a resolution for what I do about my XX/XX/XXXX payment.