ED Magedson – Founder
Nationstar MortgageIrving, Texas USA
Nationstar Mortgage Failure to Pay home owners insurance uncovered for a year Irving Texas
To whom it may concern:
I am requesting a full investigation be conducted on NationStar mortgage in regards to their insurance, tax and escrow department as a pursuant to an unacceptable situation that occurred to the aforementioned Mortgagee, Shanikqua Y. Sharp. I received a letter on Saturday 8/17/2013 indicating that my insurance company canceled my insurance and that I need to provide Nationstar with updated insurance information. This request was puzzling, because due to our contract, we have to have an escrow account for our insurance and taxes. I called NationStar and inquired about the letter and was told that I need to contact my insurance company and find out why they would not accept payment. However upon deeper investigation and speaking with my insurance company, I have not had homeowners insurance since 8/10/2012. Last year Nationstar sent the insurance payment to the wrong insurance company and the funds were returned on 8/28/2012. On 9/7/2012 I was contacted by my insurance and was informed that my insurance payment had not been paid by the mortgage company. I was told by the insurance company that if they received payment by 9/10/2012 then it could be reinstated. I called Nationstar and informed them of the situation and was told that they are so sorry, and it was in the system that the payment sent on 8/10/2012 but was returned. However I was never contacted in this regard. I then proceed to give Nationstar the information to send the payment over night to the insurance company. I called Nationstar back the next day to verify that payment was sent, I was told to check the website to verify that the payment had been posted. I checked every day for a week and it finally indicated that posted that it was paid on 9/10/2012. At this point I thought our insurance had been paid.
Last week, after speaking with 15 different associates, supervisors and customer service specialist, escalation team, and wasting 15 hours in three days, nothing was done. I had to secure my own insurance and paid out of pocket $2021.00 despite the fact that per contractual agreement it would be paid via escrow which has a balance of $7491.93 (I doubt that it is correct). I requested that my entire escrow be cancel and refunded check sent for the entire amout. back. I was told that it would be overnighted which was 3 business days. Today 8/26/2013 I received a letter indicating that due to the contractual agreement I could not be refunded my escrow and I could not cancel the escrow and be responsible for paying my insurance and taxes myself, seeing that for the last two years nationstar was not capable of adhering to their part of the contract. I feel that it was a breach in contract and due to nationstars negligence my request should be granted. Their pitch line is “As a valued borrower, your satisfaction is our Top priority”, this is a lie and they have given me the run around for the last week. This has caused me to become ill and missed time from work. I feel as though I have been inconvienced enough and nationstar is not a company that lives us to their word. More than that they should be investigated for fraud, I have read the many complaints and it seems to be the same thing with most of the complaints.
Moreover, the entire team has conducted themselves with poor customer service, and failure to provide timely resolution in handling the above case. After several attempts trying to speak directly to a Supervisor for refund of my escrow to obtain an updated status on my claim and a timely resolution, I was told today by an employee that they lied and that I will not be refunded my escrow.
As a Mortgagee, I am entitled to contact NATIONSTAR Mortgage LLC with any questions/concerns I may have regarding my mortgage or any pertinent case regarding my property. I have had several problems with Nationstar’s horrible customer service in the past but this latest one takes the prize and I am ready to take action: I have contacted CNN news, ABC news, NBC news and writing a letter to my senator, congress and the president.
I am a Disabled veteran and this is also affecting my health condition; As a citizen of the United States I know all my constitutional rights; Nationstar crossed the line and what your employee’s did to me is against the law, I am not going to allow Nations tar’s employees to put me on hold for two hours due to the fact that they did not want to handle my customer service issue. I feel as though I have been inconvenienced enough at this point. This situation has been poorly handled and unreasonably delayed. The Loss Draft Department failed to conduct due diligence in resolving my claim. The assigned representative handling the claim and her manager have worked in Bad Faith, and the customer service rendered is unacceptable for a mortgage company of your caliber.
I am sending copies of this letter to my State General Attorney and Congressmen. I will also open a group on Facebook and Twitter to tell my story and will post a video on YouTube soon. I will also make a complaint on www.complaintsBoard.com (which by the way has already almost 500 complaints against your company), www.ripoffreport.com (mine is going to be # 100 something) and I am willing to sue Nationstar over my rights and how this is affecting me my financial situation and my health condition as a disabled veteran.
This report was posted on Ripoff Report on 08/26/2013 05:10 PM and is a permanent record located here: http://www.ripoffreport.com/reports/nationstar-mortgage/irving-texas-75063/nationstar-mortgage-failure-to-pay-home-owners-insurance-uncovered-for-a-year-irving-texa-1079261. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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