Consumer complaint received 2018-02-18
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I lost my job XX/XX/XXXX, I began searching for new employment and around XX/XX/XXXX I applied for a modification for a forbearance with Mr. Cooper ( Nationstar ). My application for modification forbearance was finally completed and approved for trial payments beginning XX/XX/XXXX for the next six months and was to receive a trial payment schedule in the mail. From the time I was approved and within the next following three weeks or so, I contacted Mr. Cooper to inform them I still had not received my schedule for payments. I asked for an emailed copy in one instance but still did not receive their email. When I was ready to make my third trial payment in XX/XX/XXXX, I received a notice in the mail that my forbearance was denied due to a form I had not returned. When I contacted Mr Cooper, they stated it was the schedule of payments form I was supposed to sign and return. I continued to explain that I never received this form nor the email. I had to wait up to five business days before I could find out if they would reinstate the forbearance plan. After a week, I contacted Mr Cooper once again only to find out I had to reapply for a new modification all over again. XX/XX/XXXX, I reapplied with everything being accepted right away except that now XX/XX/XXXX, my pay stubs have been continuously rejected. I uploaded onto Mr Cooper 's website Uniform Borrowers Assistance Form which included the application, income description, Hardship Affidavit, and other forms such as XXXX, 30 days income. Since the end of XX/XX/XXXX, my pay stubs have been rejected for one reason after another. First, my employer typed letter head of my pay stub with the year to date, then the Year to Date was not acknowledged as Year To Date, then the Start and End dates of my pay period were not displayed on pay stubs, then my uploaded pay stubs were Not Legible, then for no Pay Frequency. Finally when I asked a Mr Cooper representative what exactly I needed to provide now, the representative advised a Letter of Explanation for income from my employer. My employer emailed a Letter of Explanation and forwarded me the email and the automated response stating it was received. I allowed five business days only to call Mr Cooper to find out they do not have a record of this email from my employer. I am doing all I can on my end and have sent all my information as requested and continue to get the run around. In desperation I have contacted a NonProfit Mortgage Counseling with XXXX XXXX XXXX XXXX help line to assist. On a three way call with the counseling agent and Mr Cooper Friday XX/XX/XXXX, the Mr Cooper representative was sort of able to assist in further details that seemed to be somewhat confusing to him as to why it is actually taking so long. After being disconnected from that call, I contacted XXXX XXXX representative and was told that the Mr Cooper rep stated to send in once again my pay stub but not for XX/XX/XXXX but for XX/XX/XXXX, my employer letter of explanation, my typed description of income and pay dates for pay periods. I am trying very hard to save my home and to stay in it but I do not have a lot of time to wait. There is a foreclosure date scheduled for XX/XX/XXXX and I need something to work very fast or I will lose my home. Again, I am desperate and I am pleading for your help as soon as possible! Please Please, help me! Very Concerned citizen.

Company response to consumer: Closed with explanation