Consumer complaint received 2016-10-12
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
What didnt happen ... since day XXXX when Nationstar took over this loan from XXXX on XXXX/XXXX/XXXX. Once Nationstar took over things went downhill fast. The supposed dedicated loan specialist assigned to my loan consistently advised 'everything was fine ', 'no need to worry ' even when my check for {$1000.00} was sent towards my payment due for XXXX XXXX was returned. She never explained to me or even mentioned the word Foreclosure. Later on ( about 7 months later ) I found out that Nationstar had started the Foreclosure process. Not once did she ever mention this when she would consistently call to discuss payment arrangements. 

Finally a good friend of mine suggested that I apply for a loan modificaiton. My first attempt was made to get my loan modified in XXXX XXXX. It was such a confusing ordeal that even Nationstar couldnt provide the correct information needed to apply for the modification. The main issue and reason for requesting the loan modification was because my wife left in XXXX and I had primary custody of my XXXX kids. So i went from XXXX incomes down to just mine. Without her paying any type of child support which was outlined in our separation papers. It got to the point that I finally gave up on the request because Nationstar kept telling me I needed to get a court seal on the separation papers however, after calling and going to the court house they had no idea what was being requested. And the state of MD does not recognize separation papers legally. 

It wasnt until I found out in late XXXX XXXX that Nationstar had actually filed for Foreclosure in the court system. That was when I attempted to request a loan modification again since the XXXX in XXXX had expired and I had to start over. 

Thru the XXXX attempt, my friend and I contacted XXXX HUD Agency on XXXX/XXXX/XXXX thru XXXX where we were told that Nationstar was our only option and that I should be eligible for a lower interest rate and lower payment based on the financial information I provided and then we were put in contact on that call with a rep from Nationstar. 

Thanks to my friend who I gave permission to speak to Nationstar throughout the life of my loan, the next couple months were a lot of going back and forth almost daily with Nationstar the trial modification was approved and we were told the interest rate would go down from 8.82 % to 3.945 % but somehow the payment amount was higher than the original one I was having trouble paying. Again there was a lot of back and forth which I will attach the details of all these issues later on with the letters sent to Nationstar outlining in detail all of the issues. 

The bottom line is that Nationstar did not follow thru on what was verbally promised and even things that were in writing were still mishandled and if it wasnt for my friends help with keeping on top of them and spending so much time calling them almost daily to get things sorted out, I would not still be in my home because of Nationstar and their dishonesty and lack of customer service. They lack simple, basic customer service skills.

Company response to consumer: Closed with explanation