Consumer complaint received 2017-12-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
The issue in question began back last year when we received a letter from Nationstar stating that our loan was being sold and that we would be contacted by our new provider. However, after a month with no response from any such provider we were finally notified that Nationstar was going to still be our Mortgage provider ( apparently a new investor within Nationstar was going to buy our loan ). This caused us to be ONE MONTH behind in our payments. We made a payment arrangement directly with Nationstar/Mr. Cooper. 
Nationstar agreed to make arrangements and an agreement was reached where we would pay the amount of {$1200.00} for four months which began in XX/XX/XXXX. This would make up the missing payment of {$980.00}. The payment of {$980.00} ( regular  payment ) would then resume in XX/XX/XXXX. This payment was set up completely by the Nationstar Representative. We upheld the agreement and made our payments per the agreement. 
1. The first made on XX/XX/XXXX in the amount of {$1200.00} 2. The Second made on XX/XX/XXXX in the amount of {$1200.00} 3. The Third made on XX/XX/XXXX 4. The fourth and final payment made on XX/XX/XXXX in the amount of {$1200.00} The XX/XX/XXXX payment was made on XX/XX/XXXX in the amount of XXXX and XX/XX/XXXX XXXX for a total of XXXX XX/XX/XXXX Payment was made XX/XX/XXXX {$980.00} Also on XX/XX/XXXX an additional payment was made in the amount of {$980.00} which should have gone for the XX/XX/XXXX payment. HOWEVER, it appears that Mr. Cooper/Nationstar applied it ( XXXX ) completely to principal. This is causing me to be ( 1 ) One month behind On XX/XX/XXXX a payment in the amount of {$980.00} was paid for the XX/XX/XXXX Payment they are claiming it is for XX/XX/XXXX. 
On XX/XX/XXXX a payment in the amount of {$980.00} was made for the XX/XX/XXXX Payment they are claiming it is for XX/XX/XXXX On XX/XX/XXXX a payment in the amount of {$980.00} was made for XX/XX/XXXX payment. they are claiming it is for XX/XX/XXXX On XX/XX/XXXX a payment in the amount of {$980.00} was made for the XX/XX/XXXX Payment. they are claiming it is for XX/XX/XXXX on XX/XX/XXXX a payment in the amount of {$980.00} was made for the XX/XX/XXXX payment. They are claiming it is for XX/XX/XXXX On XX/XX/XXXX I spoke directly with their  customer service representative XXXX XXXX. I was asked to email her my bank statement which I did She claims to have submitted a reversal for the " missing payment '' but She ( XXXX XXXX ) claims in an email received this date XX/XX/XXXX that they will NOT credit me with the payment. 
I have the email correspondence from her. Every payment was made on time as agreed and they even claim to have refunded money back to me which I have not received. The Accounting is wrong on this account and I have sent letters, faxes, and emails attempting to straighten it out. It should be noted that this loan was modified prior to Nationstar/Mr. Cooper acquiring this loan. It is NO LONGER a HELOCK loan it was modified prior to them acquiring it. They made a mistake and will not fix it.

Company response to consumer: Closed with explanation