Consumer complaint received 2016-09-06
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
We ( XXXX XXXX, XXXX XXXX - note holder/on title ) initially contacted Nationstar on XXXX regarding loan modification due to the rate increase resulting in a {$700.00} mortgage increase per month and our inability to make the payment with the new rate hike. XXXX XXXX emailed paperwork over to get the process started on XXXX/XXXX/XXXX. On XXXX XXXX I emailed XXXX the filled out paperwork. On XXXX an account was created in the NationStar system and messages started processing via the system. Log of Messages for XXXX XXXX : XXXX/XXXX/XXXX acknowledgment from message center they received my email regarding the need for a modification. 
XXXX/XXXX/XXXX received reply XXXX/XXXX/XXXX - XXXX Sent paperwork XXXX/XXXX/XXXX - We sent filled out paperwork back. 
On XXXX/XXXX/XXXX - I received a call from Nationstar representative, we spoke at length about what paperwork was still needed and he advised we submitted it after the holiday weekend. 
XXXX/XXXX/XXXX new correspondence received from message center confirming conversation re representative. 
XXXX/XXXX/XXXX - an account created that the modification is in process, missing documents sent. 
On XXXX/XXXX/XXXX XXXX XXXX sent message with a example Profit/Loss for us to follow. We were assigned to XXXX XXXX who is in the Bankruptcy department because XXXX XXXX had filed bankruptcy in XXXX, which was discharged in XXXX XXXX. Our mortgage has never been involved w/bankruptcy now when we call Nationstar automated system says " this is an attempt to collect a debt. ) Due to this history Nationstar sent our case to the bankruptcy department/modification. 
This is when our case started to be mishandled. We have never spoken with XXXX XXXX despite placing over 10 phone calls to her office. LOG DATES : XXXX, XXXX, XXXX, XXXX, XXXX/XXXX/XXXX All dates of calls to either XXXX XXXX with Nationstar or to Nationstar customer service to be transferred to XXXX XXXX who returned my call once to XXXX on XXXX/XXXX/XXXX at which time could n't answer the phone and called her back the next day. Left multiple messages. 
On XXXX/XXXX/XXXX - Sent new documents ( XXXX documents in total ) and they responded saying they needed a supported PDF format. 
XXXX all the documents on XXXX/XXXX/XXXX Sent email on XXXX/XXXX/XXXX to modification department and cc XXXX XXXX and XXXX requesting response re documents sent to XXXX XXXX and rectified any and all requests made regarding document changes. 
LOG FOR XXXX : XXXX/XXXX/XXXX - another phone message left for XXXX XXXX XXXX/XXXX/XXXX - Phone inquiry made to customer service regarding the lack of response from XXXX XXXX XXXX/XXXX/XXXX - We received a message back stating that XXXX had called us and did n't reach us ( on XXXX/XXXX/XXXX only and we responded to that call multiple times ). We let customer service know this was the case. They did not reply to that issue. 
XXXX/XXXX/XXXX - New documents sent that the message center had as redlined items - including new profit and loss. 
XXXX/XXXX/XXXX - An email was sent to XXXX with another message stating we were unable to get a hold of XXXX XXXX and were looking for a status on our loan modification and that the documents had been sent but some were still redlined - XXXX XXXX XXXX, social security benefits letter ( We 've uploaded XXXX of them ), and a message stating we needed to call them regarding the income verification/30 day consecutive pay stub. But when we call them we are transferred to XXXX XXXX who never answers and never returns our calls. 
No response to this email was given. 
XXXX/XXXX/XXXX - We called Nationstar again - left on hold for nine minutes and then the call was disconnected. Unable to reach anyone. 
XXXX/XXXX/XXXX - We called XXXX XXXX again and left another message. 
We have also during this time uploaded new P & L 's, new Social Benefits letter ( we 've uploaded XXXX of them and it is never updated. Our calls are never returned.

Company response to consumer: Closed with explanation