Consumer complaint received 2017-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
I am the trustee of a trust for a younger, XXXX brother, who is a veteran with a 100 % service connected XXXX and the mortgagor for a house in XXXX, Georgia. I exercise power of attorney for him. Nationstar holds the mortgage and I filed a previous CFPB complaint against Nationstar on XX/XX/XXXX7 because it repeatedly lied and refused to provide a copy of the survey it has for this property until the CFPB became involved. My brother has made many extra payments on the mortgage since getting it and as of XX/XX/XXXX owed {$15000.00} in principal on it. 

This spring, a large tree fell on the house, destroying the carport and causing other damage. My brother and I have worked since then to remove the tree and construction debris from the property ; stabilize the damaged carport ; solicit and review contractor estimates ; and get necessary equipment and building permits in order to make further repairs to the house. ( The survey was required to get the building permits. ) The insurance for the house when the tree fell on it was through XXXX XXXX. I experienced inordinate resistance, delays and mismanagement from XXXX XXXX in trying to get payments from the damage claim. Against its own stated policy and procedures, after issuing the first check that did not cover even all of the tree removal from the house, XXXX XXXX refused to issue checks to the policy holder and only issued checks jointly to the policy holder and the mortgagee, the latter of which was not a party to the insurance contract. None of these joint checks have been cashed yet. 

The original insurance policy on the house expired in late XX/XX/XXXX. Prior to that, XXXX XXXX sent written notification of renewal of the policy ; however, when a payment on the premium was made for this year, XXXX XXXX sent a refund check to me. I emailed the insurance agent asking why a check was mailed to me, who then sent a billing statement that indicated that the agent had cancelled the policy. However, payment for the premium was made electronically and my brother has not yet cashed the check that XXXX XXXX sent to try to deny it. Historically, billing statements from XXXX XXXX have usually been inaccurate for several reasons, nearly all of which relate to its failure to credit electronic payments in a timely or accurate manner, as well as a lack of standard accounting practices in its billing operations. 

I will file a complaint against XXXX XXXX with the Attorney Generals office of the State of Georgia or the other state agency that regulates the insurance industry in Georgia. 

However, in the meantime, Nationstar sent a notice indicating that it would seek new insurance on the house, since it believes there is no insurance coverage on it. It may also seek to foreclose on the mortgage on the house. In past years, we tried to refinance the mortgage when XXXX owned it due to the impoverished income of my brother, but it always refused to refinance the high mortgage rate of nearly 7 % on this modest house. 

Please help me get XXXX XXXX to honor its previous written notice to renew the insurance at a reasonable cost and to notify Nationstar that there is current insurance on the house as it continues to be repaired. Furthermore, please do not allow Nationstar to assign exorbitant, very costly insurance on the house, and do not allow allow Nationstar to forceclose on the mortgage while the insurance problem is being corrected and while repairs to the house are being made. 

Because of Nationstars attempted assignment of insurance and possible foreclosure, my request for the CFPBs intercession and protection is critical and urgent. 

Please note that in the previous CFPB complaint details described how Nationstar engaged in unfair, abusive and deceptive practices in lying several times about providing the survey, then refusing to allow me to speak to a supervisor when I called to try to get it. Its denial of these facts only confirm its dishonest practices.

Company response to consumer: Closed with explanation