Consumer complaint received 2015-04-10
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been in the Modification process since the end of XXXX 2015. My house has a sale date for XXXX XXXX, 2015 and I was given XXXX XXXX and XXXX days to try and modify my home through my Mortgage company ( Nationstar Mortgage ). I am receiving assistance through XXXX County Housing Authority a HUD agency. As of today my loan still has not been modified. At the beginning of the modification we were given a list of documents that needed to be submitted to apply and complete the modification. My HUD counselor faxed over all documents that were requested. Since the XXXX week after faxing over those documents I have been getting emails from Nationstar modification team requesting the same documents that we had faxed over and that they confirmed that they had already received. Every week from then they have requested at least XXXX the same documents that I have refaxed to the modification team. At least XXXX a week I speak with Nationstar regarding my modification and every week there is another document that had already been faxed to them that they need again. I also mentioned to a CSR that it was well over the 45 days for completing my modification and that they were still requesting documents that they should already have. I spoke with my mortgage company last week XXXX XXXX XXXX, 2015 following up on a document that I faxed over and that they confirmed was received at the time I was told by a CSR that my modification had been closed because of a document that they had not received and that the time had expired for the document to be submitted, I explained to the CSR that I check my emails periodically for their emails and that the reason for my call was because I had n't received any further emails or phone calls so I was following up with them and now I 'm being told that my case was closed because they did n't receive a document that I never knew they needed. I also explained to her that my home was going up for sale on XXXX XXXX, 2015 and she said that she will reopen the modification and that I would need to submit the document stating that I no longer received unemployment and that document was submitted on XXXX XXXX, 2015. I called Nationstar on Saturday and Monday XXXX XXXX, 2015 to confirm that they had received the document and I was told that it had be received. Today XXXX XXXX I checked my account with Nationstar to see if I had received any emails regarding my modification for documents and again they are still requesting documents that have been faxed to them twice already. I feel like they are not really trying to help me with my modification and I feel that they are not really putting forth an effort to get my loan modified and that more than XXXX person is handling my account and my documents are being missed placed. I was told that my account manager was the designated person to contact but I explained that my account manager is never available to speak to and that I always get her voice mail before I am transfered to a CSR and this is routine for me when I call in to speak to someone. I have done everything that they have asked me to sent in every document time after time and I am still being jerked around for what ever reason and at this point I think this is unprofessional and an unexceptable way to conduct business. I have been more than patient and cooperative with them and this type of behavior is stopping me from moving forward with trying to save my home while attempting to get my modification completed. I would really appreciate any help that you can offer. Thank you for your time.

Company response to consumer: Closed with explanation