Consumer complaint received 2015-08-17
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
In XX/XX/XXXX, XXXX XXXX XXXX, which held 2 mortgages on my home, sold the first mortgage to XXXX, XXXX and Nationstar Mortage Co.after requesting the same info over and over again for 2 years without a decision. The second mortgage, at 9.9 % interest, could not be considered until the first mortgage was settled. I was going after a modification of mortgage. I had engaged XXXX XXXX XXXX to assist with credit card consolidation and to negotiate with XXXX re modification. My negotiator who had been working with XXXX, now switched to Nationstar. In XX/XX/XXXX, my negotiator was told that they could not share any information with her as my case was in litigation. I was shocked and immediately called customer service and was told that that was not true. By then my negotiator was elsewhere. I now had to do the work myself ; not an easy task! I had been told via mail that they would call and tell me what documents were needed. That NEVER happened. If I did n't call, I did n't have any information. I was given 3 " loan advisors '' over the course of my continued application. None were ever available when I needed them ; either the phone would NOT be answered or my message would be ignored and the wrong number called, so that when I returned home at night, they were not available. 
Follows some of my conversations with ad hoc loan advisors : on XX/XX/XXXX-told that decision tomorrow re modification. Data received. Call XXXX for results. XXXX showing expenses and +/-. Gross income itemized+net. XX/XX/XXXX-documents received ; sent to underwriters XX/XX/XXXXbreak down salary ( 1 person salary ) ; requested letter re wages-new fax with notations.Business income for XXXX, XXXX, XX/XX/XXXX. XX/XX/XXXX-self-employed, explained. Stubs from College at XXXX XXXX XXXX 2 XXXX. P/L corrected. XX/XX/XXXX-case closed. Materials not received. Not called. XX/XX/XXXX-Loan advisor called ; message left @ XXXX. No call back entire day. XX/XX/XXXX-same loan advisor-voice mail ; left message re letter mailed out XX/XX/XXXX-another loan advisor reopened my file. Will call me middle of week. XX/XX/XXXX-application under review ; call back Wednesday. Received call at my home in voice mail @ XXXX. Arrived home @ XXXX and returned call. Left message in voice mail of advisor ( first ). I had left message to call my cell number as I am not home during the days.XX/XX/XXXX-XX/XX/XXXX-advisor not available. Another staff answered. P/L rental income/mortgage missing documents. Not clear. Put me back to loan advisor 's voice mail. Left message to call, again, not home in day. XX/XX/XXXX no call to that time. XX/XX/XXXXXXXX returning call second time. Second advisor-signed XXXX or XX/XX/XXXX tax extension ; exclude rent of {$1800.00}. Send letter re mortgage expenses. Exclude mortgage expenses and rental from P/L :. ( They are both a part of my business income and expenses ). Ignore letter of XX/XX/XXXX. XX/XX/XXXX-7XXXX? upload. Received. Sent to underwriters.Recall Thursday XXXX. Will do. XXXX XXXX P/L to reveiwers. XX/XX/XXXX-fax uploaded XXXX-call XXXX. XX/XX/XXXX-Firtst denied, reopened and approved. XXXX payment {$2000.00}. Requested something in mail. XX/XX/XXXX-modification denied. 
XXXX advisor-left message in voice mail. Later spoke to another staff person- '' either pay the amount owed or lose your house ''. XX/XX/XXXX-called advisor ; not available. Spoke to staff- '' pay or lose your house ''. 
During the course of conversations, I asked the advisor XXXX who happened to be a previously assigned advisor ) if I should pay something and was told NO. That tape is probably erased. 
These were telephone conversations held with the variety of staff people engaged to " assist '' applicants.

Company response to consumer: Closed with explanation