Consumer complaint received 2016-10-03
Company: NATIONSTAR MORTGAGE LLC
State: WA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX was in a financial hardship. His wife passed away last year 2015. He fell behind due to funeral expenses, grief, loss of her income. He tried to get back on track but at that point it was too late. Nationstar stopped accepting his payments. 
Instead of spending his mortgage payment, XXXX XXXX has saved his " mortgage payment '' in his bank account. 
He applied for a loan modification and on XX/XX/2016 Nationstar verbally informed XXXX ( authriozied 3rd party ) that XXXX XXXX was denied assistance on XX/XX/2016 due to an " insufficient monthly payment. '' They also stated that " excessive obligations and DTI '' as the reason for the denial. 
The only " debt '' XXXX XXXX has is the home. There are no car payments or credit cards. XXXX XXXX appealed the denial based on incorrect financial information. Nationstar stated that in writing the reason for the denial of the appeal and modification. ( see the denial letter attached with financials used for that review which were INCORRECT EXPENSES ) On XX/XX/2016 XXXX XXXX submitted a COMPLETE modification package with accurate financial information / expenses. Not a single piece of info was missing. ( please see proof of documents sent to Nationstar via email ) Nationstar REFSUED to review the file. Nationstar stated that they did not review the forms as there was no change in financials. That is absolutely INCORRECT. XXXX XXXX financials showed he had a surplus of income which is the complete opposite of the last review. XXXX does n't know where they got the last set of financial information, but it is INCORRECT. Now they are refusing to look at the financial information provided. ( please see modification package with correct financials ) XXXX called back and spoke to supervisor XXXX on XX/XX/2016 and she also refused to assist or get the file properly reviewed. We mentioned the new financial info and that did n't matter to her either. There is no tangible reason why NATIONSTAR refused to review the information. They clearly stated the DTI, and excessive obligations ( pull call from XX/XX/2016 ) and when the homeowner clearly shows a surplus, they fail to assist in him with a meaningful modification review. To top it off, XXXX XXXX clearly shows the mortgage payments saved in his account. He does n't have the full amount, but he has a substantial amount. Why was n't a forbearance plan offered? 
Although there are numerous reasons why Nationstar 's behavior is unacceptable, the issues that Homeowner would like to bring to your attention are the following : Nationstar denied XXXX XXXX 's workout request based on inaccurate information and refused to take remedial steps to provide a qualified homeowner with a solution to save the home. It is very clear there is an issue. If the financials they sent XXXX in writing on XXXX do NOT match what was sent to them on XX/XX/2016 and the appeal the client sent in stated the same thing, then they need to look into the problem. There is NO excuse for them to state they are just " not going to review the file '' Nationstar simply refuses to state a reason for denying the homeowners review. By refusing to disclose details about the modification process, Nationstar is able to deny request at will without ANY accountability. This should not be tolerated. 
The events described above are just a sample of the practices that are taking place at Nationstar. Nationstar appears to be more interested in foreclosing on homes and fire selling them at auction to make a profit. It appears that Nationstars 's lack of participation in a meaningful modification review of XXXX XXXX 's file indicates a preference to profit directly from his hardships. 
XXXX is demanding that Nationstar provide XXXX XXXX with a work out solution and postpone his sale date set for XX/XX/2016. He will assert his legal right and name Nationstar as a defendant in

Company response to consumer: Closed with explanation