Consumer complaint received 2015-07-01
Company: NATIONSTAR MORTGAGE LLC
State: WA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
We would like to file a complaint against both XXXX Bank and Nationstar for mediating in bad faith throughout our almost 3 year mediation process. We bought our house in XXXX and paid all of our bills on time. In XXXX, XXXX. Complications XXXX resulted in 2 years off work, and granted federal XXXX. We continued to pay our mortgage, but reached out to XXXX for refinance options when our savings was almost exhausted. We were told that despite credit scores over XXXX, we did not qualify for a refinance because XXXX was not working. Rather, XXXX said the only possible way to keep our house was to miss 2 mortgage payments and file for a loan modification. We contacted an attorney to guide us through the process, and missed our first mortgage payment in XXXX XXXX. 
We were told the process would take approximately 6 months. As stated earlier, it has been almost three years, though neither bank has been able to explain why it has taken so long. We have responded to requests for documentation, on time, from the banks at least 26 times, with at least 5 of these times being requests for material AFTER the banks told us there would not be a need for further paperwork. Furthermore, after almost two years of working with XXXX Bank, XXXX sold our loan to Nationstar days before an offer was due to us, without any warning. Nationstar then started the entire modification process over, after holding our file for almost 3 months. After 3 years, 5 actual mediations, 5 postponed mediations and multiple delays and mistakes, Nationstar finally promised us an offer. Instead, after missing yet another deadline, Nationstar sent an email to our lawyer requiring 6 trial payments totaling almost {$39000.00} before a final offer would be made. 
Our attorney has been trying to find out what the terms of the final offer might be, but can not get the information from Nationstar. Based on a conversation with opposing counsel, it sounds like the final offer will simply revert back to the original loan terms, EXCEPT it will ADD 15 years to our original loan ( becoming a 40 year term ), lock the loan in at the original rate of 6.375 % ( which is 2-3 % above the current jumbo rate ), and add approximately {$200000.00} to our loan amount ( which continues to grow with each passing month and missed payment ), modifying our principal to an amount nearly {$400000.00} above the current value of our house. We are in a worse situation now than we were when we started. 
We 've cooperated with all request made by XXXX banks under the threat of losing the possibility of modifying if we did n't. We have met our deadlines and provided all requested information -over and over again - in hopes that doing so would reap a positive solution. However, based on this last incident with the bank, we have lost all confidence that the banks are really working with us to find a good solution. In fact, the exact opposite seems true. Therefore, we have decided to file this complaint. Additionally, the mediator, XXXX XXXX, has indicated that he will grant us a bad-faith certification against both XXXX and Nationstar. 
All we want is the opportunity to stay in our home. During this process XXXX and I have earned additional degrees which resulted in new jobs that increased our income by roughly {$60000.00} per year, and we have paid off our debts expect for XXXX car loan. Attached, please find a detailed timeline of the multiple requests for information, delays, postponements, and mistakes by both XXXX and Nationstar. Anything you could do to intervene and help us would be so very greatly appreciated. Thank you in advance for your time and attention to our case. 

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Company response to consumer: Closed with explanation