Consumer complaint received 2016-12-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CO

Complaint narrative:
This situation with Nationstar Mortgage started with the sale of my mortgage from XXXX to Nationstar in late XX/XX/XXXX. There is no way to make this a short document, but I will try to be as concise and clear as possible. I have documentation for everything that I am relating to you. 
During this time I have continued to make the monthly mortgage payments. XX/XX/XXXX *Documents available* * Telephone calls begin and I decide I better start to document as much as possible When I attempt to make my normal payment, the website will only allow me make a payment of {$2600.00} - I start my research and communications with NS I make a complaint with them. XX/XX/XXXX I make payment of {$2600.00} as it is the only amount NS will accept. 
XX/XX/XXXX letter from NS ref # XXXX stating " We have conducted an investigation and did not find any error in application of payments based upon the information you provided. '' In the same document NS states " On XX/XX/XXXX, your payment, total in the amount of {$5800.00}, was applied to your unpaid principal balance, interest due and escrow charges by your prior servicer. In reviewing our records and the documentation you provided we determined your payment, total in the amount of {$5800.00} was returned by your bank due to authorization being revoked by you because of the double draft. Therefore, the application of these funds was reversed from your loan and returned to your prior servicer. '' o This statement is incorrect on many levels. 
I did not make a payment to Nationstar for that amount on that date. 
Therefore, it is blatantly false that the payment was revoked by me for any reason. 
A double payment was made to XXXX before the move to NS. Those payments were NOT revoked at any time. Documents from XXXX and my bank provided to NS. XXXX : When I go to pay normal mortgage payment of {$2900.00} online, the statement the Amount due is {$9000.00} ( see XX/XX/XXXX and XX/XX/XXXX mortgage statements ) Nationstar states that I had not made payments for XX/XX/XXXX and XXXX 
Case opened with XXXX XXXX Department XXXX XXXX Bank statements provided showing XXXX payments for XXXX XXXX and XXXX XXXX Copies Confirmation of payments from website provided XX/XX/XXXX I receive a letter " Research Reference # XXXX '' from XXXX stating that " a credit correction was not necessary at this time '' and that " while you are participating in the Trial Period Plan '' I had never been notified, nor agreed to any Trial Period Plan NS offers to " help '' by offer me a refinance, a new 40 year mortgage at 6.5 % with the continued trial payment of {$2600.00}. This offer was also rejected by me. 
Package sent certified, signature required, return requested to NS office containing all documentation they have requested and more documentation of issue.XX/XX/XXXX My XX/XX/XXXX mortgage statement XXXX XXXX : {$9100.00}. See " Past Payment Breakdown '' my payment of {$2900.00} is " unapplied '' and only reflects the " Trial payment '' of {$2600.00} Note Principle balance of {$360000.00} XXXX XXXX Principle Balance {$370000.00} XX/XX/XXXX Principle Balance {$370000.00} This is only some of the issues that I can document. I can provide a more detailed timeline. I have everything documented. We have been trying to refinance and because of XXXX accounting we have been unable to. This has been costing us approx {$1000.00} a month ( which we could save with a refinance ). We are at our wits end on how to resolve this. BBB case and case with Attorney General Texas has not resolved the problems. What do we do???

Company response to consumer: Closed with explanation