Consumer complaint received 2015-10-09
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (CA)

Nationstar Mortgage purchased our mortgage from another lender ( XXXX ) after they bought out the mortgage they started to charge us " legal fees '' They never sent us any documentation as to what these legal fees were for but the fees started showing up on my monthly statement. I would call the company and ask what these legal fees were for and they could never tell me, they would have to 'file an inquiry '' to figure out what the fees were for. I would never receive any answers. I asked repeatedly to speak to a manager or supervisor and was denied. Then, a few months into the waiting process, I noticed that they started to add more fees ; now they were charging for 'home inspection ; fees- though there was no home inspection ever made to my knowledge and no reason to inspect my property. The property in question is our primary home, where we have been living for more than 13 years. The mortgage account has always been in good standing and I have never even missed or been late with payments. Finally, I had to get an attorney involved to find out why they were charging me since they never got back to me. My attorney had them investigate and reverse the charges. That was about 6 months ago. Then, in late XXXX early XXXX I received a check from them for " escrow surplus '' in the amount of {$96.00}. I was out of town and did n't have an opportunity to cash the check yet in XXXX, I received another letter from Nationstar stating that my account was currently being held in 'suspense ' The letter claimed that recently a transaction on behalf of my account has resulted in Nationstar placing unapplied funds in suspense. These funds are insufficient to be applied as a full payment and to expedite the processing of these funds, the total amount due is {$5200.00}. However, when I contacted Nationstar I was told that my account was current and no payment was due until XXXX XXXX. As it is only XXXX XXXX, and my payments are all made online and on-time, I questioned them further and told them about the letter. They refused to speak with me stating that all they could say was that the account was being held in suspense but that no payment was due at this time? 
I again contacted my attorney to try to find out what this 'account in suspense ' phrase indicated since I could get no clear explanation from Nationstar and he informed me that this is what Nationstar does before the put a property into foreclosure?!! I have been paying my mortgage on time and in full more than a decade, I have XXXX credit and if anything it appears that I may have accidentally overpaid maybe in part because of the property taxes or that they wrongfully returned money to me from the escrow 'surplus ' but all in all, the account is and has always been paid in full. I have found this company to be extremely deceitful, their customer service agents are not forthcoming, they refuse to provide clients with accurate information and insist on 'internal trouble tickets ' which are never responded to. They have repeatedly charged me for services I did not authorize and which were unnecessary. Now they have put my account " in suspense '' even though my account is and has always been in good standing. I would like to pay off this mortgage since I do not trust this company but they will not provide me with a payoff amount due.