Complaint Review: Nationstar Mortgage

A few months ago our loan on a home purchased for my disabled son was sold for the third time to NationStar mortgage.  The home has been occupied by him for 3 or 4years.  For the first time ever, our insurance carrier notified us that the homeowners insurance had not been paid and they cancelled the policy.

Attempts to speak to a human being are futile.  For insurance issues, they have a canned phone message that you have to call multiple times to get correct e-mail address, and you MUST put an inquiry via e-mail.  YOu must have a pin # and an oddball e-mail address.  I followed through and they are "checking into it", apparently.  since then I have e-mailed at least three times to the company directly to pay the darned insurance.  The money is in the escrow account, and ALL the insurance information was on the oddball e-mail address, except for our insurance agent.  They ahve the company, the amount due, the policy number and everything else they would need to make payment as it goes directly to the insurance company! 

In frustration, I sent another e-mail to the company direct telling them that this matter is very important, and they MUST make payment and how disatisfied I am.  Got a very odd response today asking me to be patient, due to the "nature of my issue" it will require a special investigation and I am to be patient another 7 days.

I feel totally ripped off.  They are sitting on our money that needs to be paid to our insurance company, drawing interest I am sure, while my son is uninsured.  What should happen if there were a fire?  What happens if someone is injured on the sidewalk?  Will they do this same thing when it's time to pay taxes, and result in a lien on the house?  Will my disabled son be homeless?  I am irate, and rightfully so.