Consumer complaint received 2018-01-19
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
For past 4 years, I 've had a lot of health issues and receive XXXX XXXX XXXX XXXX where I am allowed to work part time and keep my benefits to make ends meet. The year of 2017 was even more difficult for me because I was placed on Leave of Absence twice. Then XX/XX/XXXX, Hurricane XXXX hit that caused damages. I receive XXXX XXXX XXXX. I will be XXXX years old this year and can not afford a new home and I do not have anywhere to move to.

I 've made every effort to stay current with mortgage payments but fail short. Just as I thought could see a little light at the end of this dark tunnel, Hurricane XXXX hit. I made a payment on XX/XX/XXXX in which I found was forXX/XX/XXXX. I called Mr. Cooper ( formerly Nation Star ) for assistance after Hurricane XXXX. I contacted XXXX XXXX to participate in the Hurricane XXXX Disaster program. I explained my situation with my health with 2 past due mortgage payments and Hurricane XXXX damages. I explained my homeowners insurance deductible is so high I did not receive any funds to repair. In addition, I told him a SBA Loan application was completed and denied, FEMA stated I was ineligible therefore I had to make the repairs myself without assistance. Therefore, the Hurricane XXXX Disaster Program would allow me to make repair without the threats of foreclosure. XXXX talks very fast so you have to ask him to explain things 2 or 3 sometimes 4 times that makes it difficult to understand what the customer needs to do. XXXX got very irritated with me because I continued to say Im dont understand and asked so Nation Star will modify the loan or process a forbearance on the loan. Then he said well need to wait to see which one would be processed. I told no I need to make sure what will happen at the end but he continued to say modification, forbearance or repayment plan. I told him I needed the information to make an informed decision and would help me decide whether not to do the hurricane XXXX Disaster program. I was very hesitant about participating so I asked more and more questions. He stated I could skip XX/XX/XXXX through XX/XX/XXXX and at the end he could process they would look at modifying the loan, Forbearance and repayment plan whichever that would fit to get the loan back on track. He stated if I needed another 3 months to call and it would be extended for me.

On XX/XX/XXXX, I left a voicemail for XXXX to call me regarding extending the disaster plan 3 more months. XXXX called me back so I asked for another 3 months in which he granted. Then I asked about the modification again so I would be prepared on how to proceed after the program ends. I wasnt confident in the answers he gave me so I called back in to ask another representative. At that time, the representative says XXXX XXXX, you would not be eligible for a modification because you were past due before Hurricane XXXX I became very upset and thanked the representative for providing the correct information. I started thinking about how would I going to pay the full amount owed. I called again and spoke to XXXX XXXX where she was even more thorough. She explained the true status of my mortgage account which floored me. XXXX stated that I was 7 months past due and at the end of the extension foreclosure procedures would start. She asked if I was willing to give up the property which is why Nation Star Mtg. came by my home on XX/XX/XXXX and left a note. I told giving up the property wasnt an option for me because I live in the home over 45 years. She then asked if I had any family members that I could borrow the funds from. She says XXXX XXXX, your account isnt eligible for any program because the company had remove the HAMP, they do less modifications, no repayment plans and they will start the foreclosure process once the extension ends. She if you do not have the entire past amount they will foreclose and I would need to move. I explained to her that XXXX did not provide that information before I started the participation in the Hurricane XXXX Disaster Program. If he had, I would not have participated and would struggle to catch up. It would have been a hardship but trying to pay XXXX vs XXXX would be a better chance of getting. It would have been a little easier to pay the past due of XXXX ( 2 months ) than 7 months past due told her I would start looking for organizations to help with the funds to pay now and she notated my mortgage files.

XXXX did not take the time to make sure I understood and provide the option for me to make an informed decision. He rushed through the process and placed me in line for Nation Star to foreclose on the property. Now, I may lose my property because I trusted and relied on incorrect information.

I 've attache the Voluntary Payments Coupon after speaking with XXXX and him realizing he did not process correctly.

Company response to consumer: Closed with explanation