Nationstar Mortgage Mortgage Complaint

Nationstar Mortgage Mortgage department,

Other mortgage Loan servicing, payments, escrow account Washington

My complaint is about Nationstar Mortgage, which holds the mortgage on my primary residence. I recently set up for online autopay of my monthly mortgage. On - -, I noticed, upon checking my Nationstar online account, that the company charged me twice for my - payment. I notified them promptly via the online correspondence form provided on the website. A few days later, I got a response saying I need to send them a faxed copy of my account statement showing that they charged me twice. I emailed them back and asked if they can just transfer that overcharge to my - payment. Instead, they gave me a generic response saying a customer service specialist will contact me in 5 days. At this point, it 's already the end of the month and my - payment will be due. I believe they are intentionally making it difficult for their customers to receive their refund and they are hoping that they can discourage their customers from demanding them to rectify these mistakes so they are inherently making customers pay extra for the loan interest. If it takes them a split second to charge me twice on my account, and this is their error, it is unethical business practice to delay refunding their customers. They should not be allowed to benefit from using online bill pay service if they are abusing this and victimizing their customers. While this is supposed to be a benefit for their customers, they have used it to steal money from their customers.