Consumer complaint received 2017-07-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Nationstar Mortgage purchased my loan from the now defunct XXXX XXXX. On XX/XX/XXXXI made my scheduled payment through autopay with my checking account to XXXX. XXXX did not send me notice that this transaction had taken place. When Nationstar Mortgage called me in XX/XX/XXXX they stated that I was behind two payments one from XXXX and one from XXXX and that XXXX payment was now due. They demanded payment for three months. I told them at that time that I had made my regularly scheduled payment to XXXX XXXX  and that I have never made a late payment. They told me very specifically that I would need to talk to XXXX about that and that it was not their responsibility to handle that. I called XXXX that day and they stated that my account was no longer with them and they refused to talk to me. I called back Nationstar Mortgage and they stated " That is not true, I have never heard of anyone saying that '' So I called XXXX back and was able to find that they would in fact forward over XXXX and XXXX Payments to Nationstar. I called Nationstar back and told them what XXXX said and they stated at that time, that if that was the case, that I should make my regular scheduled payment and once that comes in they will credit my account and fees. This process could take some time so if by next two payments it was not resolved to call back.
On XX/XX/XXXX, I noticed that the XX/XX/XXXX payment had gone through but not the XXXX payment. So I called Nationstar again and they said they only received the one payment and that I need to call XXXX back. I called XXXX and recording stated they are no longer servicing loans and sent me straight to voicemail.I left XXXX a message.I called Nationstar back and they stated that I could open a Research Request with them by faxing my proof of payment to the Mortgage Research Department for processing. On XX/XX/XXXX, I faxed the research department bank statement with proof of payment for XXXX and XX/XX/XXXX and requested review. They never at that time stated how long this review process would take.
OnXX/XX/XXXX, XXXX finally responded to my voicemail left XX/XX/XXXX stating " The payment in questions was accepted and applied on XX/XX/XXXX prior to transfer at XXXX XXXX. Funds were posted to suspense, not as a payment. Upon transfer, the suspense balance on the loan was {$2600.00}. Nationstar received these funds and funds should have been applied towards your loan. '' On XX/XX/XXXX, I called to check the status of my research request with Nationstar. They stated there was no research request submitted and that I need to submit one by faxing the same number I did before. I faxed over the proof of payment for XXXX and XX/XX/XXXX again, as well as the email from XXXX stating they sent and Nationstar received my missing payment. Also, on this day I stated that I would pay the payment that they lost today because the continued lack of action on their part had a negatively affected my credit report and they were accruing late fees for the payments that they lost during the transaction. I also asked them to open two additional research requests one to waive any and all late fees as I was not at fault. And another to have the tradeline on my credit report corrected to reflect that I in fact made my payments as scheduled. They said that they would do that.
On XX/XX/XXXX, I resent the proof of payment for XXXX and XXXX of XXXX again, as well as the email from XXXX stating they sent and Nationstar received my missing payment.
On XX/XX/XXXX, I called Nationstar to check the status of my research request.They stated that only one of the research request went in associated to the fax I sent on XX/XX/XXXX. By this point there should have been five requested dating back to XX/XX/XXXX. 4 of those never happened according to Nationstar. Nationstar stated that research request was ID # XXXX. They also stated that they found the XX/XX/XXXX payment in suspense and that because my account was up to date ( save for the late fees ) that they would apply that payment to XXXX payment for XXXX and that for XX/XX/XXXX I would only need to make a payment of {$38.00} to make up the difference since the payment had increased between now and then. I authorized that payment and the application of the missing XX/XX/XXXX payment to XX/XX/XXXX. I was told that I would not make a payment in the month of XX/XX/XXXX due to this correction.They said that is what was done. And that this was in no way my fault and that they would open a research request to waive the late fees associated to this and request a correction for my credit report to show paid as agreed for every month since they purchased my loan. That research request was ID # XXXX.
OnXX/XX/XXXX, I was notified that the credit bureaus were reporting still a 60 day late in XX/XX/XXXX which was not true and that I was in fact at this point 60 days late right now.
On XX/XX/XXXX, I called Nationstar to check the status of my research request for the credit report corrections that I requested. I was told that they could not correct the late payment status even though XXXX showed that the missing payment was held in suspense and I was not at fault. I asked them to check XXXX to see if that request had a status and that maybe the correction was in that request. They informed me that XXXX was in fact my issue but filed under the wrong loan number and was not processed. They stated that they would put the information from XXXX into XXXX and resubmit expedited. I then asked why they reported to the credit bureaus that I was 60 days late on my loan now when I was current? They stated that they would not do anything about that and I would need to talk to the credit bureaus. I stated that I know this is n't true and that they could make the corrections to my tradeline. He told me they could not do that only the credit bureaus can do that. I asked to talk to his manager he refused. I also stated that not only was I not behind in my payment that in fact I was now ahead one payment according to the conversation on XX/XX/XXXX. He said that is not the case and the XX/XX/XXXX payment was never found and that it was late and I would have to call back tomorrow.

Company response to consumer: Closed with explanation