Consumer complaint received 2017-03-07
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My wife and I have "owned" this home since XXXX.  When we bought the home in XXXX, we had a mortgage with XXXX which sold it to Nationstar.  We are the parents of XXXX children and until XXXX of XXXX, we have been a family of 8 on 1 income.  My wife went back to work in XXXX at the school that my children attend  and with careful planning and budgeting it should have helped, but it didn't.  We've spent so long robbing XXXX to pay XXXX that we were ignorant in our efforts to establish a coherent budget that we could follow.  We were caught up on the mortgage through XXXX and then one missed payment became many.  Towards the end of XXXX we received our monthly statement from Nationstar stating we had an amount due of $XXXX.  We were prepared to pay this with our tax return, hoping to get caught up and make on time monthly payments and get out of this hole that we're in.  But unfortunately, it doesn't work like that.   I called them on Friday, XXXX to make the payment and was told I had to call back on XXXX.  Ok, no problem.  They gave no other information and no indication that there would be a problem.  So, on XXXX my wife called.  I work 3rd shift and was sleeping, so she called to try to get this resolved.  They informed her that we are in "active foreclosure" and that our account was sent to foreclosure on XXXX.  Wait, what?  My wife and I take full responsibility for being in the situation that we're in, we screwed up.  Here's the part that I have an issue with...  At no time did they contact us.  Not once.  There were no phone calls, no voice mails, no standard mail or certified mail. Not even an email.  Absolutely nothing.  The only correspondence we've received from them has been our monthly statement.  Which aside from indicating that we were late and owed a ton of money gave no other information.  In order to remedy this situation, we now need to pay $XXXX to a law firm that has been retained by Nationstar.  Again, we have gotten no correspondence from them either.  If we as consumers are held responsible for our actions by way of financial punishments (i.e. foreclosure, etc.) when do the financial institutions get held accountable for not following due process?  It's very frustrating.  So, since XXXX, I have been working with a XXXX housing counselor and I contacted CFPB to see if they could shed any insight on my situation.  I've done this with the understanding that they may not be able to do anything to help, but my hope was that they could at least offer some insight and point me in the right direction.  And so far I have not been disappointed.  Unfortunately, I am still at the mercy of Nationstar to grant me a loan modification, in the hopes of saving my house.  To anybody reading this, I would say this:  Do not wait until it's too late to take advantage of resources that may help you fix a situation, or avoid one altogether.  Unfortunately it doesn't take much to let things get away from you with the intent of fixing it tomorrow or next month, and then letting it drag on until it's potentially too late.

Company response to consumer: Closed with explanation