Consumer complaint received 2018-09-30
Company: NATIONSTAR MORTGAGE LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Mr. Cooper in XX/XX/2018 in regards to loan modification due to separation from my husband. I received the forms to go through the loan modification process and submitted the documents as requested within the outlined time frame. I was then told to resubmit the same documents more than once without explanation on why the documents I turned in where not ok. I had to call and speak to multiple customer service agents to find out that I needed to list my utility bills individually although it was not listed on the actual form I completed. This information was never provided to me, however it was in the notes that the customer service representative was able to see electronically. That got things off to a bad start. I called XXXX XXXX, the dedicated loan specialist but she never answered my calls. She is the one who required I resubmit forms without proper explanation about what I did incorrectly.. 

When I finally received the loan modification documents, I had the choice to have them notarized by an independent notary or by a Mr. Cooper notary. I had my own notary public sign the forms and I submitted them as they requested within the appropriate time frame. Again, they sent the forms back and asked me to complete the forms with no explanation on why I was resubmitting forms I already turned in. This time I called an agreed to allow their loan modification notary to come to my house to sign the documents. That was the last week in XX/XX/2018. The notary turned in the forms this time. I was to start my new payment with the modified terms in XX/XX/XXXX. Within days of my signing the forms, my account went from the loan modification status to regular status but showing an amount of - {$18.00}, xxx owed. I also could not make an online payment so I called to see what the hold up was. This was mid-XX/XX/XXXX. I was told that the account just needed to be booked and would be done very soon and I arranged a payment by phone. 

Its been close to 10 weeks that I signed the modification documents and the modification still has not been " booked ''. My account is back into loan modification status without explanation on what caused the status to change. 

XX/XX/XXXX I started contacted Mr. Cooper electronically via the online message center making inquires about the status of my loan. They blatantly refused to provide me information and directed me to contact the loan XXXX, XXXX XXXX. I requested a written status update more than once to no avail. I emailed XXXX and explicitly stated I wanted to know the status of my loan via written documentation because my experience with them has been poor. She called me immediately and said she could not email out but wanted to update me. She refused my request for written documentation regarding the status of my loan modification and why it has taken more than 2 months to be resolved. She said that the case should be booked in 5-10 business days. It has not been booked. 

No one ever explained why my account was taken back to loan modification status or what the - {$18.00}, xxx amount in my account was all about. Mr. Cooper has appeared deceptive and avoidant in their practices and as a minority, I wonder if I am experiencing discrimination and predatory lending practices. 

Although I was behind on my mortgage, I reached out to them to try to rectify the situation and they have not come through on their end of the bargain. I would like this matter to be investigated. I know other consumers have had problems with them and their houses ended up in foreclosure.

Company response to consumer: Closed with explanation