Consumer complaint received 2017-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
On Fri,   XX/XX/XXXX   at   XXXX   XXXX     XXXX   XXXX    wrote:

On   XX/XX/XXXX  I h ad a pipe burst in my home causing water damage.  All of the work was complete by   XX/XX/XXXX  a nd the check from the claim was mailed to Nationstar to pay the contractors regarding this claim.  I have been contacting Nationstar since then trying to get the funds released from outstanding claim with no avail.  I n  XX/XX/XXXX , I emailed over  the contractor release of claim along with the invoice signed by both the contractor and I.  When I called to follow up with Nationstar,  I was told that the contractor had not signed it.  I resent the information to that now the needed a  XXXX  form.  I sent that.  Then when I called to follow up again,  the original information was not sufficient and additional documents were needed.  The contractor and I originally sent over information to have the funds from the claim released several times.  Everytime we called to follow up there was a different story as to why the funds could not be released. The contractor was told they had not received the documents.  He's resent them.  Then he was told that signatures were missing. We signed and signed again. And repeatedly sent documents and Nationstar would not release funds.  We were given the run around.  In   XX/XX/XXXX ,  I filed a bankruptcy and my attorney called them to have the funds release towards the mortgage.  My attorneys offices was told that Nationstar needed  to complete an inspection of the property to make sure all the work was done and then they would release the money.  They inspected the property in   XX/XX/XXXX  and  verified that the work was complete, but still did not release the funds. In   XX/XX/XXXX   I contacted Nationstar and was told I had to sign one more document and then they would release the funds.  I did as requested, but the funds were still no release.  I contacted them from   XX/XX/XXXX   until   XX/XX/XXXX  at l east twice a week and was given the run around.   The main contractor was still waiting for payment.  When I would contact them, I was told to give them at least 5 days to release the funds and when they were not received I would call to follow up to be told something else.  They would also have a new reason why the could not pay it.  They need to complete a new inspection,  they need additional documents from the contractor which had been sent in numerous times by myself and the contractor.  I finally had to pay the contract out of my pocket.  I was so frustrated with the process that I stopped pursuing it. My hope was Nationstar would just apply the funds to my mortgage account because there were no outstanding claims and they had verified that the work was complete.   In    XX/XX/XXXX ,   after going through a la y -off, I  attempted to contact Nationstar again regarding this matter.  I spoke with a supervisor and request that the funds be applied to my loan.  I was told by a supervisor, that could be done without any additional documentation and with no problems.  She stated she would send me a form to sign and Nationstar would apply the funds to my loan.  On  XX/XX/XXXX  I  returned the form to request the funds from my claim account to be applied to my past due mortgage which was an option of selection on the letter.  I sent the form back to Nationstar certified mail to ensure receipt.   

Today   XX/XX/XXXX .    I received a voicemail from  XXXX  My phone never rang to let me know they were calling.  In my experience dealing with Nationstar regarding this matter, this has been a  was a common practice  used to avoid having personally spoke with the customer.  In the message a representative left a message stated they received my letter, but could not apply the fund to my account. If I had questions to call them back.  I was expecting these fund to be applied to cover my mortgage payment fo r  XX/XX/XXXX ,  XX/XX/XXXX , and  XX/XX/XXXX . I  have been impacted by a lay-off and could not make the payments. So here we go again. I immediately contacted Nationstar and was transferred to a call center in the  XXXX  with representative who have no clue about my account.  I had to hold for 45 minute  which is a common practice or I'm given a promise of a call back which never happens.  After holding I final to spoke to a supervisor who has no idea about the account, who a gave another false promise of resolution this issue, but to give her 5 days.  I am so frustrated and I don't know what to do.  I would like for Nationstar insurance claims practices to be investigated and assistance in resolving my issue.   I have sent them contractor receipts cancelled checks.  The contractors release of lien and etc to no avail. Please help.

Company response to consumer: Closed with explanation