Consumer complaint received 2015-09-23
Company: NATIONSTAR MORTGAGE LLC
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX of 2013 my loan payment doubled. I immediately requested a Loan Modification from Nationstar. I sent in my first modification request, along with the required paperwork, on XXXX/XXXX/13 since that was how long it took for Nationstar to send me the information package. On XXXX/XXXX/13 I received a letter stating they had n't received some of the documentation. On XXXX/XXXX/13 I called and left a message for XXXX XXXX twice. On XXXX/XXXX/13 I called her again and left another message. I never received a return call. On XXXX/XXXX/13 I called XXXX. He apologized for XXXX not calling me and gave me a new fax number to send my documents. He also stated that he would send an email to XXXX stating that all of the documents had been received. On XXXX/XXXX/13 I resent all the documentation. On XXXX/XXXX/13 I received a letter they had received all of my documentation. On XXXX/XXXX/13 I received a letter stating they were missing documents again. On XXXX/XXXX/13 I called XXXX and left a message. On XXXX/XXXX/13 I called XXXX and left a message. Again, I never received a call back. On XXXX/XXXX/13 I called and finally spoke to XXXX. She gave me another fax number to try and apologized for no one ever returning my phone calls. On XXXX/XXXX/13 I resent all of the paperwork again. On XXXX/XXXX/13 I received a letter they were still missing some of the documents. On XXXX/XXXX/13 I called XXXX again. She stated she got an email from XXXX but with no explanation. She then confirmed that they had all of the required documents. She stated that she was going to manually upload everything into the system, while I was on the phone, but that for some reason she could n't see XXXX pages of what had been sent on XXXX/XXXX/13. Eventually she stated that she had been able to confirm everything was in the system. On XXXX/XXXX/13 I received all of the final HAMP documentation. On XXXX/XXXX/13 I received a letter stating that I was not eligible for HAMP but the section that stated why was left blank. On XXXX/XXXX/13 I received a letter stating that I 'd been approved for HAMP and that I was to enter a trial plan. It went on to say that after a trial plan, I would qualify for a permanent modification. I made all my payments on time. When I made my last trial payment online for the month of XXXX XXXX, Nationstar 's website incorrectly charged me twice the usual amount. On XXXX/XXXX/13 I called XXXX XXXX in customer service about getting my overpayment back. While I was on hold with him, he spoke to his supervisor ( XXXX XXXX ), and then stated that I would receive my overpayment back in 5-7 days by mail. On XXXX/XXXX/13 I spoke to XXXX in customer service who stated that I would not be receiving any of my money back. On XXXX/XXXX/13 I spoke to XXXX, who stated that he was XXXX 's supervisor, and confirmed that the money was no longer able to be returned to me because it had been figured into the permanent loan modification. I asked him who his supervisor was and stated I wanted to speak with him. XXXX then hung up on me. On XXXX/XXXX/13 I received a letter stating that the {$780.00} would not be refunded to me. It should be noted that during this 6 month ordeal I received multiple letters from Nationstar stating that I had a different point of contact for the HAMP process. Some of these were received once a week. They are as follows : XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX. I never was able to contact many of these points of contacts during the process. Nationstar mishandled this entire process through unreasonable delays, miscommunication, lost paperwork, and downright theft. They then had the audacity to report me to the credit reporting agencies for non-payment for the entire duration. I then tried to have them remove the fictitious credit reporting and they refused to do so. I am looking at litigation at this point.

Company response to consumer: Closed with explanation