Consumer complaint received 2015-09-16
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Servicer : Nationstar MortgageBank : XXXXAfter suffering financial hardship and illness in our family we applied for and were granted a modification. Unfortunately the new modified payment was almost exactly the same due to the limited terms our lender would accept. We felt we had no other options at the time so we agreed to the modification. With the payments still the same it was only short time that we were struggling again. We started the process of applying for another modification in XXXX of 2014 as we were told that our lender would have more options available. For the past year we have been in this circle of applications and them having us do things over. Finally in the spring we were apparently denied due to a net present value ( NPV ), the problem is they never sent us the denial letter. When had to have them send us the letter which was almost a month after they said the initial denial letter was sent. This letter said we could have an appraisal done on our house at our expense ( {$500.00} ) but it had to be within 30 days of the letter. We had the appraisal done but it was after the 30 days due to us never receiving the original denial letter. You have the right to appeal and so we did, we provided everything they asked for. Then they continued to prolong the process, they wanted a new P & L, then they would want different dates on the P & L, then they wanted us to sign the P & L, never did they provide specific instructions. While we were in the process we provided everything they requested immediately, they request that you upload documents on their website and then sometimes they would take a week to post them. All this time on our online account it was showing they had what they needed and then two hours later they would want updated paystubs etc. The same day I spoke to our designated contact XXXX who stated they had everything I returned home to find sale dates posted on our house. There was no communication to us that they were going to precede with a trustee 's sale to give us notice or a chance to find other options. All we were asking for is to work with us on different options. If we had been informed that we were not eligible to apply for another modification we would have taken steps in the very beginning to sell our home. We are in underwriting right now regarding the modification so how is it okay for them to push the sale date at the same time. They have made this process impossible and prolonged the situation to a point that we are in a much worse position than when we started. We have worked hard to get to a better financial position and we have paid nearly {$500000.00} towards our house with very little to show for it. All we have asked is to have the chance to sell the house if we are not eligible for any help and keep the little bit of equity we have to move on with our lives. If we knew that we had to sell we would have used money from our 401K to get caught up and at lease sell the home. 

We have hired attorney at : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX

Company response to consumer: Closed with explanation