Consumer complaint received 2016-07-29
Company: NATIONSTAR MORTGAGE LLC
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
In XXXX XXXX I made contact with XXXX XXXX XXXX Loan Specialist, at Nationstar Mortgage, in an effort to apply for a hardship modification on a home loan. She requested I send in 30 days of employment information in an effort to determine what i qualified for. XXXX XXXX I submitted a payment of {$1000.00} towards the mortgage and it was counted as a modification payment. XXXX XXXX I received a response from XXXX XXXX, she called me and told me the modification was accepted and that Nationstar was willing to work with me. She informed XXXX would be my modification payments for 3 months which included XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The XX/XX/XXXX payment was covered by the XXXX payment of {$1000.00} and the balance of {$270.00} was submitted into a suspense account. I made on time agreed upon payments of {$740.00} in both XX/XX/XXXX and XXXX and am currently up to date with all payments. Payments were made and received in a timely manner and credited towards my balance, however I received notification from Nationstar escrow in XX/XX/XXXX that I was required to send an additional payment of {$530.00} in an effort to keep the payment as low as possible. Nationstar escrow did not contact me until after I already had an agreed mortgage modification with my Loan Specialist XXXX XXXX. 
In XXXX XXXX I attempted to purchase a new vehicle, but was declined due to a serious delinquency on my credit report. I also received notification from a credit account I had that was closed due to a serious delinquency on my credit report. Upon further investigation I discovered I was also being denied loan requests from my credit union and denied refinancing from XXXX XXXX my insurance company. My representative from XXXX XXXX XXXX informed me that Nationstar was reporting to the credit bureau I was 90 days delinquent. When I contacted my Loan XXXX XXXX XXXX and questioned the delinquency being reported as 90 days, XXXX XXXX referred me to Nationstar research department. On XXXX XXXX, XXXX I submitted my first request for investigation in regard to the the reporting to the credit bureau. I submitted a second request to the research department on XXXX XXXX, XXXX in regard to this matter because I was extremely dissatisfied with the level of professionalism I received during my initial request on XX/XX/XXXX. The research department responded to my request on XXXX XXXX, XXXX, their findings were they were not responsible for any type of credit correction and it was their policy to report based on the contractual payment amount and due date even during the modification process. When I spoke to my Loan Specialist XXXX XXXX she was unaware of this policy, she never informed me of this policy and was in shock that she was supposed to make me aware, as she had no clue that this was the company standard. 
My issue is this has negatively affected my credit score and the mortgage never reached 90 days late, however it is still currently reporting on my credit report as such. I do not dispute that the mortgage was late for the months XX/XX/XXXX and XX/XX/XXXX a total of 60 days. Nationstar did in fact receive a payment in XX/XX/XXXX in the amount of {$1000.00} as i previously stated, which should have been applied to the balance and not have been reported as late to the credit bureau. 
I have all my documentation in regard to payments made towards the mortgage and proof the payment was never 90 days delinquent.

Company response to consumer: Closed with explanation