Consumer complaint received 2016-06-30
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Dear CFPB, I previously contacts you concerning my loan modification with Nationstar Loan # XXXX. I have provided all the information they have asked for in a timely manner without fail. Even though I have been previously pre approved by HUD representatives and loan officers, Nationstar continue to deny my modification for the same reasons regardless of the increase of my income. 
XXXX/XXXX/2016 I spoke to XXXX XXXX who told me that I was denied on the XXXX due to negative disposable income. ( I had call for an update on the XXXX of XXXX XXXX spoke to XXXX and he said that my modification was still with the underwriter for review and that I should call back the following week ). I am actually was very disappointed that the XXXX XXXX did not inform me with the accurate information about my loan modification status on the XXXX/XXXX/2016. 
XXXX XXXX explained to me that the guidelines they use only uses 75 % of my rental and 80 % of my income to disqualify me. ( My rental income pays the mortgages, tax and insurance expenses with {$1000.00} available after all expenses paid, but their guide lines only uses 75 % and then deduct the mortgage and tax and insurance expenses, which leaves a negative income. They also use only 80 % of my gross income instead of my full income. Later the same day, I call again and spoke to miss XXXX to confirm their calculations, she did but at the end said that I have no option with getting a modification and the only option would be a deed in lieu. I realized that she was trying to intimidate me and scared me as previously done by nationstar employees. Then she tried to justify her statements. I hope it was recorded. XXXX/XXXX/2016 XXXX XXXX called and also told me that my option is to do a deed in lieu. 
Previously, two plus years ago, XXXX and XXXX had given us a modification for our XXXX rentals which are bigger properties with a much larger loan balance. We were only making 25 % OF WHAT WE ARE MAKING NOW but taking all into consideration they have given us a loan modification and we have never been default or late with our payment since. Now this is our principle property and we are making 200 % more than previously stated but Nationstar is using a ridiculous guideline to calculate and disqualify my loan modification. I strongly feel that their company should be investigated thoroughly. I am wondering if it is because of my Name, interracial marriage or just racism. Again, XXXX/XXXX/2016 XXXX XXXX called and harassed me about signing the property over and that I am not qualified for a loan modification. Every day since they have told me that I was denied, when I call or they called, they say that my only option is to sign the property over to them to avoid foreclosure. XXXX XXXX and XXXX were very rude and abusive, tried very hard to break me down. 
Please help me resolve this matter for there are many other homeowners facing the same problems. 
Thank you Sincerely, XXXX

Company response to consumer: Closed with explanation