Complaint Review: Nationstar

Two days before Thanksgiving we experience a very bad blow back by our furnace.  After dealing with the Insurance company, our claim was approved.

I contacted the bank previously to receiving the check to determine exactly what I needed to include with the Insurtance Check. I was told, just send the check with the claim number and loan number, and the turn around time was 2 - 3 days.

The day the check arrived I called Nationstar once more to confirm their address, and was told at this time that I needed all kinds of paper work from the prospective contactors.  A signed contract, a Waiver of Lein and a W9 and a copy of the Adjustor report.  It took some time to gather the information.

All requested paperwork was sent to Nationstar, PriortyMail, received by them on 3/24/17 at 10:30 AM, their time.  (They are located in Ohio), They claim they recieved it on 3/27/17, I asked where it was for 3 days.

After waiting 10 days I called them and was told that the funds were escrowed and my loan number was missing from one of the contractors paperwork.  I express the fact that no one had contacted me from the bank and why not.  It was presented to a supervisor, who approved the paper as it was.  After all it is their loan..

However then I was told that they did not like the Waiver of Lein submitted by Empire Carpet (however it was a legal form) and it would be submitted to a higher supervisory committee, which could take approximately 5 more days.

It is now 3 weeks with no end in site, it seems that as soon as I settle one problem there is another..( It is now April 11, 2017)

Just as an aside the total owed on my mortgage is $49,000.

I guess this Bank must be in financial problems that they need to keep my $30,000.  We are living with the sout and smell of the blow back, but we can not afford to live elsewhere.

Is this behavior legal????