Consumer complaint received 2015-11-13
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (VA)

I started out in XXXX taking out a mortgage loan with XXXX XXXX XXXX. My husband and I had a mortgage loan prior with XXXX credit. The loan with XXXX started XX/XX/XXXX. After 3 yrs. of having this mortgage we changed our homeowners ins. XXXX. Almost immediately after the change of policy we started getting harassing calls, 7 days a week XXXX. They said that we did n't have ins. and they placed a forceplace policy on our acct. We sent them the necessary documents numerous times as did our Ins. Co. After several months of us paying our normal payments and not the payment which included the forceplace amount, XXXX said that we were behind a payment. We even went as far as to send them through a local attorney a history of ALL of our payments and a letter to stop the harassing calls. We probably spoke with over XXXX different people employed by XXXX XXXX. Sadly, this too was a waste of time and money. We decided to re-finance XXXX. The main reason was that their office was in the same shopping center as my hair salon. So if I had a problem, I could go and physically speak to them. We XX/XX/XXXX did another re-finance XXXX to get a fixed rate as our first XXXX was a balloon rate. As long as our loan was with American General we had no problems. At some point XX/XX/XXXX XXXX XXXX became XXXX. Again we did n't have any problems with them until XX/XX/XXXX. Unfortunately, my husband and I divorced. He left our home without any notice XX/XX/XXXX. He left me to pay all of our bills alone and with XXXX children. He was instructed to pay ( at our mediation with our attorneys ) the home ins. until the final divorce decree. Our policy renewed XX/XX/XXXX. XX/XX/XXXX I noticed on my statement that forceplace ins. had been added to my mortgage. I immediately called XXXX, and was told that the policy that we had on our home had been cancelled for non-payment. I kept the forceplace ins. and payed the difference on my mortgage payment until XXXX, XXXX. I took out a policy with XXXX as I also moved my auto policy as well. This was 4 months before the forceplace policy on my acct would need to renew. All info was faxed XXXX and not only did they continue to charge me monthly they added another policy on my acct XX/XX/XXXX. We finally along with XXXX sent the info showing proof of ins. over XXXX times that they removed the policy XX/XX/XXXX. But did n't credit to my acct the difference of payments XX/XX/XXXX. My loan was sold to Nationstar Mortgage in XXXX XXXX and was still showing that I was behind due to them not making corrections on my payments. XXXX XXXX I got my payment sent back from Nationstar saying that I owed XXXX. I went ahead and paid this and assumed that it had something to do with the ins and they would eventually work it out. XX/XX/XXXX escrow was added to my loan, without my permission or notice. I had paid my taxes already but it was added to my payment anyway. XX/XX/XXXX I got a letter XXXX for me to send a letter disputing my loan or not. I also got my XX/XX/XXXX payments back saying that I was behind on payments from XXXX {$6000.00}. I once again sent a letter by a local attorney to Nationstar and XXXX. XX/XX/XXXX my home was put in the newspaper for sale by auction which I was unaware. Because they did n't give me 21 days to file injundtion to stop the sale, I was forced to file bankruptcy to save my home. I had a huge tree fall on my home XX/XX/XXXX. Nationstar made me send the ins checks to them, for repairs and over XXXX pgs of info. I have sent this info to them 3 times. They still wont send the money for repairs. The amout they are holding is over XXXX. I have paid out XXXX on my own because my roof had XXXX holes and water was pouring in my home.