Nationstar Mortgage: D-plus

The mortgage for my Phoenix place was transferred from Citigroup to Nationstar recently. It’s only been a couple of weeks, but things aren’t looking good for this relationship.

  • Their automated phone system is broken. “Press 1 if this is correct. … I’m sorry. I didn’t recognize that answer. Let me go through the entire menu again, even slower than before … … and with random … … pauses. Please pay close attention to the 863 options. …”
  • They charge a fee for online payments. I’m not going to pay a fee for the privilege of paying. Why can’t companies understand that the easier you make it for me to pay, the more likely it is that you’ll get your money on time more consistently?
  • First bill included a late fee, even though payment wasn’t late. Did they think that maybe I just wouldn’t notice the $31 fee? Really, Nationstar, this is not making a good first impression. Apparently, charging late fees without justification is a common complaint.

I will say, though, that after I finally got to speak to a person, the problem was resolved fairly quickly. Let’s see if it’s really resolved, though. If I have to call them again, I might have to lower this grade.

Like I said, it’s early in this relationship, so things might get better. I don’t really have much choice in the matter, so I guess I’ll just stick it out and make the best of it.

Anyone want to buy a condo in Phoenix?