Consumer complaint received 2018-07-20
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I paid my mortgage with Nationstar/Mr. Cooper for many years with absolutely no issues. Suddenly one day I was contacted and told that I owed them {$10000.00} because I had not been making payments on the force placed insurance they added to my account. they told me I was in foreclosure and that I needed to reinstate the full amount immediately. Although I have an excellent job as a XXXX at the XXXX XXXX XXXXXXXX I did not have that kind of money sitting around. I tried to get to the bottom of this and find out how and why I owed them this money. I had been making my mortgage and impound payment every month -- when I tried to get answers I got the runaround from Nationstar. This has been going on for several years. I have worked with third parties, Attorney 's and even XXXX to try and get to the bottom of this and to get it resolved. Nationstar has obstructed my efforts to resolve this matter and have now set a foreclosure sale date for XX/XX/XXXX. Nationstar has a history of running force placed insurance scams and settled a class action lawsuit for XXXX XXXX in the last year. I believe I am a victim of one of these scams. I never received any correspondence or notification of my insurance not being paid or of any lapse in my policy. Instead out of the blue they came out me and demanded full payment. I want to file a formal complaint against Nationstar/Mr. Cooper for unethical mortgage servicing practices, fraudulent charges relating to force placed insurance and obstruction of access to solutions to fix this problem. 

I have worked as a XXXX in the XXXX XXXX XXXXXXXX for 30 years and have the means to afford my mortgage payment. When I took out this loan I was misled at origination as to the interest rate and the terms of my loan and was under the impression that my hazard insurance was impounded. I have actually never been able to get a clear answer on this point because I am quite sure that I was paying impounds on this account for years and that somehow either the insurance may have lapsed or Nationstar did not have the updated insurance information and decided to add their own on top of the policy I was already paying. Either way, there was absolutely NO correspondence, NO notification and no advance warning of this delinquent amount. I was completely blindsided by Nationstar telling me I was {$10000.00} behind and that I needed to immediately reinstate in full. I was not in a position to do so and began trying to negotiate. They did NOT negotiate in good faith and did not try and work things out with me. There were multiple affordable options that could have been explored to solve this problem -- loan modification, recapitalization of the delinquent amount into the balance, forbearance agreement or repayment plan. However, I was never able to make ANY progress with Nationstar. Their agents obstructed the process and would not engage in any type of fruitful or fair negotiations, even after hiring third party assistance and legal help. 

There are multiple federal, state and internal programs that are available to help homeowners in my situation. This is exacerbated by the fact that Nationstar/Mr. Cooper likely added force placed insurance to my account without any notice to me. Nationstar has already settled a class action lawsuit relating to this activity for {$76.00} XXXX because they received illegal kickbacks by adding force placed insurance on accounts. I should not be held hostage by their unethical actions and should not be forced to pay fabricated late fees and other associated fees that are not legitimate.

Company response to consumer: Closed with explanation