Consumer complaint received 2017-09-12
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I receive notification on Friday XX/XX/XXXX via telephone. This call was to inform me that Nation Star Mortgage has a name change to Mr. Cooper. Also at that time the representative inform us the profit and loss statement I provided needed an address place on it. I ask him was the only request he said yes. I inform the representative I would be sending the information on Monday XX/XX/XXXX FAX to the number the REP. provided XXXX. Enclose is copy of the transmission. 
I am appealing the denial letter toward the Modification. As a loyal Loan holder the denial letter is denied base on the several reasons which I am appealing all the reason. It clearly states the modification declined request incomplete. 
1. I provided all necessary documents in the timely manner of request. 
2. It states the loan was under a repayment plan which is not true.

3. In XX/XX/XXXX the loan was under a 7 month lengthy overview in the Customer Relations Department occurred filing a Notice of Error. A representative applied our large payment in XX/XX/XXXX improperly to the loan. The matter was resolve and Nation Star took full responsibility that it was an error on their behalf. This process concluded on XX/XX/XXXX, the representative assured me there would be no more issues However in XX/XX/XXXX we were off to a good start where we had a credit and current loan status. 
4. The next representative we spoke with to make XX/XX/XXXX Payment after I told her which bank account to use the REP. still use the wrong account and the check return several times during the entire Month of XX/XX/XXXX. Once the Check was return and the Bank stop accepted I immediately contacted Nation Star. Again there was Notice of Error about this matter. Nation Star took full responsibility the REP. stated in the notes she had enter the wrong account numbers so she use another account on file without contacting XXXX or XXXX XXXX. 
5. In XX/XX/XXXX the Account is currently 2 month behind do the 2 Notice of Errors and has been documented that Nation Star took full responsibility to both matters. We needed assistance the representative open a new modification at that time because I ask her could the 2 payments be place to the rear of the loan. She stated the only way that would be to get a new modification application started. After a long 4 month we get a disturbing rude phone call from Nation Star REP our loan modification had been denied and there was nothing that could be done because under the New Presidential Administration things had change the modification rules.

6. We called back to see what avenue we could be applicable for and we were inform we were in foreclosure status without any notification letters. Once I stated I had not receive any documentation About a week later the foreclosure package came in the via mail hanging on my storm door expose not even in a envelope. When I finally call back the REP said we could appeal and apply again for Loan Modification. At this present time we are seriously delinquent and in foreclosure status with no sale date. We feel again we are at a disadvantage when last year around this time we were brought account current. We have been residence for 18 years at this address by far this has been the worse experience with this mortgage company. I raise my son and now my XXXX year old. I truly believe we should have a fair chance especially how we gave Nation Star a fair chance to fix there errors. FYI both of these errors were reported to CFPB 7. At no time we have annoyed this process and watching the delinquency occur has been increasingly disturbing. 
8. We are asking to please review all documents and please consider making necessary adjustment for us to be approve for the modification and a fresh start. 
9. Enclose the same packet sent in XX/XX/XXXX loan modification application. 
10. Transmission of the FAX sent in timely matter.

11. Denial Letter from Mr. Cooper.

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation