Consumer complaint received 2016-07-09
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (CA)

This is to document the activity on my loan from XXXX XXXX through XXXX XXXX, XXXX, and to document that it is the responsibility of Nationstar, not XXXX XXXX, to pay the property taxes at the XXXX XXXX resident for the payment dates of XXXX XXXX, XXXX and XXXX XXXX, XXXX, which have heretofore not been paid, and then onward. 
On XXXX XXXX, XXXX XXXX XXXX sent in a third and final payment of {$2300.00} to Nationstar to complete his pre-trial modification period. Henceforth he would be paying a specific amount as outlined in the forthcoming statements. Because of Nationstar 's inconsistent business practices in the past, XXXX chose to call Nationstar on XXXX XXXX, concerned that the company could have somehow overlooked its agreed-upon responsibility to cover the property taxes due on that date. XXXX was first told the taxes had not been paid by one representative, but then was reassured by loan specialist XXXX XXXX that " the taxes would be paid and you do n't have to worry about any late fees or penalties because Nationstar would cover those. '' A XXXX XXXX mortgage statement noted that the new mortgage amount XXXX would be paying equaled {$1700.00}, starting XXXX XXXX and on into the future. To confirm this, XXXX called Nationstar on XXXX XXXX, XXXX and spoke to representative XXXX XXXX, with XXXX listening in. XXXX told both parties he wanted confirmation, which he received from XXXX : " Yes, that is the mortgage amount. '' For six months - from XXXX XXXX through XXXX XXXX - XXXX faithfully by due date paid {$1700.00} as requested in payment documentation sent to his home, and the figure that appeared on the online payment system. 
In early XXXX XXXX XXXX received a letter from the Tax Assessors office claiming that he had been delinquent in his XXXX and XXXX property tax payments. Upset, XXXX called XXXX immediately and left two messages before speaking directly with her on XXXX XXXX. On that call, XXXX acknowledged that Nationstar was in error and had not collected the mortgage amount to cover the property taxes ( though they had collected enough to cover the home insurance ). Though XXXX apologized for the error, this does not cover the unlawful break of an agreement with a customer. A letter dated XXXX XXXX from Nationstar claims XXXX owes {$5000.00} for XXXX installments of property taxes, and is requested to send Nationstar some form of proof that he has made the payment. 
On a call XXXX XXXX XXXX acknowledged Nationstar 's delay and that she needed more time to look into the situation. She requested XXXX be patient and hold off on contacting the California Financial Protection Bureau, which XXXX had earlier said he would contact if resolution was not timely or agreeable. She acknowledged that it had been XXXX weeks since calling. On XXXX XXXX, XXXX left a voicemail but did n't give details. A returned call back on this date netted no answer and no return call. There has been no return call through Friday, XXXX XXXX, giving XXXX no clarity on whether property taxes have been paid or not. 
For the XXXX mortgage statement, Nationstar claimed a mistake and charged an extra {$3.00} to cover its own error, revealing yet another miscalculation on the company 's part. Even though the figure was not what XXXX had paid through six months, on XXXX XXXX, XXXX faithfully paid the amount noted on the online system and on the payment stub : {$1700.00}.