Consumer complaint received 2016-09-18
Company: NATIONSTAR MORTGAGE LLC
State: DC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I contacted Nation 's Star Mortgage Company and requested a Mortgage Loan Modification or XXXX. I completed the required application and returned it along with the required documentation. Nationstar never responded to me in writing ever throughout the entire process rather, after a considerable amount of time had passed, I was advised verbally that I was on a Loan Modification/XXXX XXXX trail payment of a reduced amount, and upon successful completetion of the trail payments the Loan ModificationXXXX would be final. The third and final payment of the trail was returned by Nation 's Star to my Bank - XXXX XXXX XXXX ( XXXX ) without explanation. Upon contacting Nation 's Star regarding the returned payment, it took approxi-mately XXXX6 months for them to conclude their investigation into the reason for the returned payment. No conclusion was ever reached by Nation 's Star relative to the matter. Rather, Nation 's Star advised me that I would have to start the entire Loan Modification/XXXX trail payments process over from the beginning. The new Loan ModificationXXXX Trail Payments had increased this time by about {$20.00} although still less than the original mortgage payment amount.that I again began making the Loan Modification/HARP XXXX trial payments as advised. This time I had Nation 's Star withdraw the payments directly from my bank account. When the third and final XXXX Trial payment was due, Nation 's Star failed to withdraw the payment. I contacted Nation 's Star on or about the XXXX day of the month after finding that they failed to take the final trial payment. I was never provided an accurate account for why the payment was not taken. However, I was advised that since I had not successfully completed the Loan Modifica-tion trail payments process either time, that the Loan ModificationXXXX would be denied. I was further advised that Federal Regulations prohibited the Loan ModificationXXXX Trial Payments process beyond XXXX attempts/opportunities. I then requested that the matter be escalated to upper management for reconsideration since the reason for the unsuccess-ful completion of the XXXX XXXX XXXX payments process resulted from issues/errors within Nation 's Star rather than failure on my part. I was then advised that I would receive written communi-cation from Nation 's Star in response to my request for reconsideration. To date, I have not received any communication from Nation 's Star. Further, Nation 's Star Mortgage Company continuously Force Placed Homeownwer 's Insurance Policies on the property despite receiving Insurance XXXX Documentation from XXXX XXXX XXXX. Every attempt made by me to contact Nation 's Star regarding the status of the Mortgage on my property results in my being transferred into the voicemail of various individuals of whom I am told is the Mortgage Specialist handling the case, none of whom have been responsive to my request. Presently, I frequently receive calls and written communication from various individuals interested in purchasing my home, all of whom have stated that my home is in foreclosure. If this is the case, I am totally unaware and have never been advised or received any written communication to that effect.

Company response to consumer: Closed with explanation