Consumer complaint received 2016-01-16
Company: NATIONSTAR MORTGAGE LLC
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Dear Sir or Madam, Ever since XXXX XXXX XXXX sold our Mortgage Loan to XXXX, we have had nothing but problems. My husband and I back in 2009, tried to modify the loan. This was an absolute nightmare. After submitting information several times and going through numerous " scheduling '' of calls with Loan counselors, who when I finally got to talk to them, had nothing of substance to discuss or help me with and offered no guidance or help. They would tell me that I needed to get certain pieces of info. and schedule yet another call ( which were always 2 weeks later ) and take it from there, then it was like XXXX XXXX XXXX ... .. I would schedule call after call just to discuss separate pieces of my Loan Mod. Application. It made NO SENSE! I got nowhere and gave up. I have a file 3 inches thick with my application, with forms and notes and all the back up info that I scanned to them, which they claimed to never have received ... .. I finally gave up. With my husband laid off due the construction industry being very slow at the time, I decided to file bankruptcy. I believe that had I was given the chance to modify, I could have avoided filing for Chapter XXXX. About 4 years later or so, here I am now, and the loan was sold to Nationstar. Again, I am having issues which again stem from XXXX. I have had to have my bankruptcy attorney help me to get a simple answer about why my escrows all of the sudden went up {$300.00} per month! My taxes did not go up. The only thing that I did do was switch my Homeowners Insurer and my payment should have only gone up around {$30.00} a month, or less!! XXXX sent me XXXX copies of an Escrow Analysis which was XXXX or so pages, which raised my payment upwards of {$300.00} per month, and did not offer a clear reason why. I called and was given no explanation by XXXX. As a matter of fact, I was told " you were not supposed to see that ''. I did not know what that meant. I received a letter from XXXX after this saying my loan was transferred to NationStar. I called them for explanation and guidance, and got fuzzy answers from them. Nobody could explain the payment increase. They even told my attorney that they did not know what happened. I kind of let it go for a while, and then when I called in my payment for that month they would not take my normal payment. They would only take the payment with the increase of {$300.00}. I did not want to pay that because I did not agree with it and it is not in my budget being in Chapter XXXX, plus I was offered no reason why the payment increased! So, for the next several months I had to mail in my payments ( my normal payment NOT the payment with their increase calculations ), and my payments were late. In the meantime, I am having an attorney help me. After approximately 7 months, my attorney FINALLY got an answer ... .. my payment did increase but buy {$90.00}, not {$300.00} - however, I still do not why! I have the form and my loan number is crossed out, so I do n't even know if it is mine .... Right now, I am so confused. I have now incurred attorneys fees and late fees due to this error. I do not think I should be obligated to pay these fees due to XXXX error and Nationstar 's ignorance in its inability to explain the increase. Is there anything you can do to help me.

Company response to consumer: Closed with explanation