Consumer complaint received 2018-02-05
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
It started in XX/XX/XXXX I had a XXXX on my XXXX XXXX and fell behind 2 1/2 months on my mortgage with nation star. I kept them informed that I am with XXXX and with getting back to work I tried to pay them {$3700.00} of XXXX and salad. The representative at nation star mortgage told me that it was too late we were in foreclosure. And that if I sent the {$3700.00} they would send it back to me, we had to wait for months Acacian process. We filled out all the paperwork and they kept losing documents and then by the time they finally got them they had expired from the first ones with that. We were approved through a program called XXXX. Nation star denied that I believe Im not quite sure what happened with that so we started a process with XXXX XXXX XXXX with a lady named XXXX XXXX. We filled out the paperwork and it went underwriting we have the document there was a {$3000.00} credit from the government and we had to pay {$1500.00}. We sent hey cashiers check for {$1500.00} made out to XXXX XXXX to XXXX XXXX  to XXXX XXXX XXXX. We did not hear back from XXXX XXXX for a week and a half we called the Senate and the police department placing an officer out his determination was that the office look like they were moving in and out and determined that it was probably a scam. We heard back from a paralegal named XXXX he told us that {$1500.00} was for their fees and that the best thing we could do was file bankruptcy. We heard from him periodically over the next few months. We tried to get back in with XXXX called nation star and the house went up for auction XX/XX/XXXX we filed a bankruptcy and the payments were higher than what we could afford with everything it was a trap we felt. My bank XXXX XXXX XXXX bride banking and trust we asked them for help with the cashiers check for {$1500.00} they informed us that they were unable to help find out where the check was cashed by this time my bank XXXX XXXX XXXX had exited me from an whole thing my deposit checks for 12 days three of them and find close to {$3000.00} or more in insufficient funds charge us then came XXXX XXXX XXXX and we have file to get with not XXXX and have contacted nation star. During that time. We have had a hill and wind damage claim on homesite. They made the check out to myself my spouse and nation star nation star told us that we need to fill a five piece of paper with the check and that we would probably get 20 % back after a 5 % deductible {$14000.00} the house its in disrepair free to send anything to nation star. Nation star has paid two separate homeowners policies to XXXX and XXXX XXXX XXXX  for the past year and a half I only became aware of it when XXXX XXXX  send me a bill saying that and start would not say. I investigated and found out that they had used close to 5500 or more out of our escrow for double insurance. They also acted appraisals and charge the legal fees and we were not informed asked or given the results of the appraisals. We put all the documents for the modification in an envelope taped it up put the loan number so security number address and drove it to the XXXX XXXX location in XXXX Texas they did not want to lead us in but I was persistent got to security guard and they came and got the envelope it was made out and directed to the month Acacian department we waited a week and were informed that all the documents did not get to modification department and we need to send in more. I recently contacted a representative at nation star she told me to send the please report from XXXX XXXX for the XXXX XXXX XXXX incident and the IRS request of income tax to the vice President on to four XXXX we can not obtain the police report for 3 to 4 days and they have that IRS request form at least three or four times that weve sent I have the documentation. We are attempting to file our own chapter XXXX   bankruptcy again ourselves without a XXXX because we have depleted our fans. We desperately need help they say they will have but I sincerely doubt that. There are many discrepancies are billing I dont believe that they have recorded our actual payments we bought this house in XX/XX/XXXX for XXXX and paid {$1600.00} payments for eight years we still owe {$190000.00} we owed {$190000.00} when XXXX XXXX had our loan in XX/XX/XXXX something is wrong. We desperately need help we are at the deadline and Im sorry we have it with me before we are exhausting no stone on turned this is just part of it. Please help

Company response to consumer: Closed with explanation