Consumer complaint received 2015-08-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We were never late with our payments or missed any payments since the very beginning of our Loans up until to this day. Back in XX/XX/XXXX, Nationstar Mortgage have been harassing us with 2 months mortgage payments that they said was unpaid. We 've provided proof that the payments were made and were received by the previous mortgage company which is XXXX bank, to which and where Nationstar Mortgage had purchased our loan. In spite of the proofs that were submitted to Nationstar numerous times, Nationstar will never acknowledge those proofs even when these proofs were provided by our bank. Since then, Nationstar Mortgage will continue to harass us and gives us enormous stress and discomfort and many sleepless nights by constantly sending us threatening letters with a due date, one regular mail and the other certified mail, on sending us to court if we do n't pay the 2 months that they are claiming to be unpaid. It is now XX/XX/XXXX and we still get the same threatening letters, and each time the amount that they are asking us to pay is much higher than the previous harassment letter. We 've been waiting for them to make their threats to materialize so that we can directly show the judge of our proofs of payments but up to this time it 's all just a threat and harassment! Dealing with them on the phone is also a nightmare. It is so hard to get a hold of the person assigned to your account. When finally you 've managed to talk to your account manager and gave him or her your proof, suddenly, a week or so after, that account manager is no longer assigned to you and the proof you 'd sent that person is gone and the next person have no record of any conversation or of anything at all! We have been dealing with them for so many years and nothing, I mean nothing is being resolved. About 2 years ago, they 've written us a letter that the social security on their file is wrong and that they demand for a photo copy of my drivers license and social security card along with their signed form. My Social security have been the same since the beginning of my mortgage loans with XXXX bank, and now suddenly their record of my social security on file is wrong! Those were all provided to them 2 years ago and the manager at Nationstar told me that they have updated their system and all are now correct. This is what a manager will tell me as well after sending them the proof of payment that everything else is fine and that the payments were recorded and I am no longer behind. But after just 6 months, threatening harassment letters will come to mails again, one regular and one certified and the amount they are asking us to pay is much larger. The same as what had happened to my social security information. They are saying that no proof of Social Security were provided. This a nightmare, nightmare, nightmare. My final approach to resolve this nightmare and get Nationstar off our back is to refinance so that we can also get a much lower interest rate. We 've gone through the whole process of refinancing just a few weeks ago, but our realtor and loan processors ca n't move forward with refinancing because Nationstar is holding our Loan hostage. We do n't know what to do anymore! This is causing us too much pain and suffering. It seems like a dead end. We are also afraid that the rate will go up soon and we wo n't be able to get the low rate because Nationstar is holding our loan hostage! Nationstar Mortgage latest threatening letter is asking us to pay almost {$10000.00} now to which we do not owe ... Please help us to resolve this matter. You are our only hope in resolving this and stopping abusive mortgage company like Nationstar Mortgage. Please help us ...

Company response to consumer: Closed with explanation