Consumer complaint received 2016-04-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
A letter dated XXXX/XXXX/XXXX from XXXX XXXX ( on my behalf ) was sent to Nationstar Mortgage LLC, with XXXX straightforward questions. These XXXX ( XXXX ) questions are numbered XXXX through XXXX, and are listed as " Addendum '' on Page XXXX of this letter. ( Attached ) Nationstar Mortgage LLC sent a reply dated XXXX XXXX, XXXX ( attached ), which did NOT answer, or not so much as even respond to ANY of these XXXX ( XXXX ) questions. Moreover, the reply includes an attached 'Detailed Transaction History ' listing over XXXX unexplained and unjustified transactions, of which some involve FEDERAL FUNDS, given to Nationstar Mortgage on my behalf, as part of a state run program called Keep Your Home California ( KYHC ). 
These unexplained and unjustified transactions to my mortgage account, totalizing over XXXX, occur over a relatively short period of time of only 19 months from XXXX XXXX to XXXX XXXX. I have a right to know how these funds were ultimately used. 'Descriptions ' of these over XXXX transactions include : " ADVANCE '', " ESCROW ADVANCE '', '' RECOVER ESCROW ADVANCE '' " NEW LOAN NON CASH '', " FORBEARANCE ADJ '' " RECOVER ESCROW ADVANCE '', '' PMT FORBEAR SUSP '', " CORP ADVANCE ADJ '', " CORP ADV DEFERRED '', '' NON CASH FEE ADJ '', " PMT CORPORATE ADVANCE '', AND " MISC ADJ '' and require further explanation and justification, as they are confusing at best, and do not even so much as address the very simple and straightforward first question : " 1. Who paid my monthly mortgage payments for XX/XX/XXXX thru XX/XX/XXXX? " Lastly I sent Nationstar Mortgage LLC my XX/XX/XXXX payment in the form of XXXX ( XXXX ) money orders by certified US mail. I made copies of the money orders BEFORE I sent them, and I ordered copies of the 'processed ' money orders from XXXX AFTER Nationstar Mortgage illegally forged the money orders. To be clear, Nationstar Mortgage employees and their associates intercepted my money orders and forged them for their personal benefit, which is blatantly criminal behavior. I provided copies of the money orders before the forgery, and copies of the same money orders after the forgery, as well as copies of the US Postal Service tracking information, including the signature card which verifies Nationstar Mortgage LLC received the XXXX ( XXXX ) money orders. I also provided a copy of the police report which was filed. XXXX ( XXXX ) Nationstar representative ( XXXX XXXX ) has already acknowledged that the XX/XX/XXXX payment was received, and another Nationstar employee ( XXXX XXXX ) has subsequently acknowledged that the Nationstar employee ( s ) involved were reprimanded. However, in the reply letter, Nationstar Mortgage now denies any involvement. This is outrageous! 

I subsequently sent Nationstar Mortgage LLC copies of the XXXX ( XXXX ) money orders BEFORE the forgery, and copies of these same money orders, showing the forgery, as well as U.S Postal Service tracking information as solid evidence that Nationstar Mortgage DID in fact receive my XXXX XXXX payment, and forge these money orders. A police report was filed and the criminal investigation is ongoing regarding the forgery of my XXXX ( XXXX ) XXXX Money orders used to make my XXXX XXXX Nationstar Mortgage LLC.

Company response to consumer: Closed with explanation