The complaint has been investigated and
resolved to the customer's satisfactionResolved Nationstar Mortgage — overcharging
resolved to the customer's satisfaction
My loan was sold from Aurora Bank to Nationstar Mortgage as of July 1, 2012. When I received my first bill from Nationstar, is was for about $700 more than I was paying Aurora. I called to find out why (several transfers) and was told it was because I did not have home owner's insurance. I assured them that I did, and they asked to have my insurance company provide evidence of the insurance, which they did. The following month, the same $700 was on my invoice. I called again and was told it was because I did not have insurance. We went through the same routine of providing evidence of the insurance. I called to make sure they received the documentation and that I would not be charged an additional amount for something I already paid for. They told me they never received the documentation (I knew they were wrong, as I have had the same insurance agent at State Farm for over 20 years).
At this point, I insisted on a conference call between Nationstar and my insurance provider. Contact information was exchanged, evidence of my insurance was faxed in and the proof of the fax was sent to me. Nationstar never acknowledged receiving it. Instead, they paid Statefarm an addional 12 months on my premium and told me I owed them this money. I had no problem with and sent them the check for my annual premium of $1, 703. In spite of all this (now no fewer than 10 phone calls, each lasting 30-60 minutes), they would not acknowledge that I was insured and continued to bill me the extra amount.
In frustration, I would only pay the priniciple and interest that I was supposed to pay. As a result, these people had the gall to notify the credit agencies that I am late in my payments. I spent nearly two hours on the phone with them yesterday, insisting that they remove the additional escrow fee, acknowledging that I am insured and that they notify the credit agencies that I have never been late. They said they would put in my request and that it would take seven business days to get a response.
This company should be sued. My credit is being compromised because of their incompetence. The company refuses to do anything to correct their errors and I am the victim of their arrogance.
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