Consumer complaint received 2018-07-07
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage company failed to provide and/or prevent my mortgage from going into foreclosure. The mortgage company is Mr.Cooper also goes by the name of Nationstar mortgage. Mr.Cooper never sent a notice letter of the default and/or action that needed to be taken by me. If they did attempt to call they were unable due to the change in my house number. However, I made two payment in the month of XXXX. On XX/XX/XXXX ( {$1200.00} ) and XX/XX/XXXX ( {$1200.00} ), Both mortgage payments were rejected. When I called to inquire as to why, a Mr. Cooper agent stated that they did not have a reason and that he did see on the account as to why. He then went on to say that I was only two months behind but to just send in the payment again. The agent told me all the wrong information.. It wasn't until XX/XX/XXXX still receiving no notice letters of default. It was this call that I was told that the deadline to take any action on the account which was XX/XX/XXXX the day that I called in and received the wrong information. I was then told through my telephone call that my home was put into foreclosure on XX/XX/XXXX. Since then I have called every day for action and assistance on my mortgage but for a month in a half they stated that they could not find the recording, they rejected calls/ gave me the run around, never returned my phone calls even though they said they would call me back personally. I was given fake phone numbers by managers. I was told that managers were in meetings and could not come to the phone. I was put on 20-30 minutes holds after reaching agents. I left an email to one agent that I had called but received a call back. Managers stated that they would listen to the recording of error and call me back within 24 to 48 hrs but never did. One agent XXXX set up a payment plan for repayment of two within one month. I was able to make a payment on XX/XX/XXXX for {$2400.00}. I said that I would pay the another payment of XXXX by the end of XXXX early XXXX. However, Mr.Cooper did not honor the action but dismissed the repayment plan. When I requested a letter in writing to state that they could not find the recording of the agent giving me the wrong information they said no. I tried to reason with them and state that the four months default of {$8000.00} would be paid off by the end of XXXX, to just give me forbearance of time however, due to the rejected payments and phone call they push me into 6 months default of {$11000.00}, making even more difficult for me to make all payments. They want me to add an additional {$20000.00} of debt on to the loan with modification. When I requested reinstatement they also refused to give that information within 3 days causing another deadline which increase the reinstatement amount. They are refusing to allow or consider any action requested because they are unwilling. They told to call XXXX XXXX about the loan. They also stated that it wasn't their action but the FHA people telling them what to do. They do not want me to keep my home but want to continue to drive me into further debt.

Company response to consumer: Closed with explanation