Consumer complaint received 2018-06-27
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear CFPB, I submitted my complaint to your company about Nation Star/Mr Cooper and their company policy to not offer ability to request a modification on my loan unless there are 45 days or more before a sale date. The company has had a sale date every 30 days since XXXX so according to them this means I can never get a modification. Then last night after sending second complaint with all evidence on complaints number XXXX. The company Nation Star/Mr. Cooper sent me an email, it was encrypted so I filled out my password etc to verify it was them. It then showed me an email that said they had opened a modification request on XX/XX/XXXX and they were going to give me until XX/XX/XXXX to get my papers in. I was so happy ... I thought finally after 4 years they are going to follow the law. Well my sale date was today XX/XX/XXXX. I got up this morning thinking I'm going to call and talk to somebody about email at Nation Star but when I went to my emails, the email they sent me was gone. They took it back. It was just a way for them to trick me and so hopefully they could sell my home without me filing Bankruptcy to stop it. I can now find no trace of it. When I called both XXXX XXXX at Nation Star and Mr Cooper he acted stupid like he couldn't see in their system that they ever sent me anything. It is governor XXXX who advised the law in state of California was to require mortgage lenders to provide an option to request modification. I have not been allowed to. Now they played games with me to try to stop me from filing an emergency bankruptcy petition. I can not tell you how much pain I was in trying to get to courthouse this morning due to the extreme XXXX XXXX  I have. Can't anyone stop them? They have been pulling so many things more than listed here for XXXX  XXXX XXXX. I'm so disheartened that nobody will see what is going on and help. I tried to get XXXX XXXX from XXXX XXXX legal aid but he gave me this huge list of requirements to get from the investor XXXX XXXX XXXX and they would not provide them in time so at the last minute he said he could not help me. My only way is to suddenly come into money or for XXXX to do a miracle and somebody maybe see this complaint to finally help me. Isn't it illegal for them to fake send me an email saying they have opened a modification request and then rescend it? To actually take the email back from my computer after I have opened it? I cant even find the email ... .they took it back. Please, it is my heartfelt plea. Make Mr Cooper/Nation Star and XXXX XXXX XXXX do the right thing here and give me a modification. I know I qualify because I was a loan officer for years. They should have to give me the house for the 4 years of XXXX that they have dragged me through. I am not to proud to beg. I'm too tired to keep going on like this. Please step in and review all the information I have given. .This company is truly Evil. Mr Cooper/ Nation Star. Evil in every action. They dont seem to be able to behave honestly. They cant seem to be honest about anything. Not one thing. 

Thank you

Company response to consumer: Closed with explanation