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

Complaint:
My husband lost his job in XX/XX/XXXX. We were in imminent default, so we applied for a loan modification in XX/XX/XXXX to help us prevent defaulting on our mortgage. I was advised by Nationstar ( at the time ) that I would have to be in default, for them to actually help us. We tried to keep current, but as I stated earlier, it was inevitable. At that point, we applied for the modification and were advised to make 3 trial payments. On XX/XX/XXXX, I called in regarding my 2nd trial payment. I wanted to confirm that the payment would be made by the end of the month, as I knew the payment was need by that time. We then spoke on the trial letter. I advised her that the copy I received did not have a signature page. She advised that she noticed that ( regarding the copy I was sent ) but assured that she would send me the correct copy. It was sent to me via email, but I was unable to download the zip file. I called back, and the new rep that I spoke with advised that she was also did not notice a signature line on the document sent to me. She said that she doesn't think that I need to sign the document, but placed me on hold to confirm with management. She cam back to the line and confirmed with me that the document was not needed, and that my acceptance of the modification, was my timely payments of the requested trial payment amount. I made the 3 trial payments XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was previously advised that after the 3 trial payments, that I would " skip '' the XX/XX/XXXX payment and would start the official modification on XX/XX/XXXX. As a result, I called in around XX/XX/XXXX to verify the XX/XX/XXXX payment amount. I called earlier that month, but they said it was too see to see. Nonetheless, on XX/XX/XXXX I was advised that the trial had been declined. Reason being, because I had not signed the trial letter. I then escalated the issue at that time. I was advised the issue could take 3 - 5 business days, so I called back around that time. The rep I spoke with at that time, said the review actually takes 7 - 10 business days. I called back around that time, and was advised again that the mod review was also declined. Reason, I was reminded in XX/XX/XXXX that the document was needed and that I had to reapply. I escalated again, on the grounds that they did not review the subsequent call where the manager told him I did not have to sign the document ). I then spoke with a manager named XXXX on XX/XX/XXXX. She advised that she would personally listen to the call and try to honor what was said. Again, if not approved, I would have to reapply. I was unable to complete the call, as I had reach worked and had an emergency meeting. I called back XX/XX/XXXX, to follow up with her, but that was to no avail. The first rep I spoke with had a chat conversation through their work communication, advising her that I was trying to follow up. The rep advised that XXXX said, she had left a message with me and sent me an email of documents she needed to complete her escalation. I have no missed calls from her, voicemails, nor emails. Nonetheless, I requested that she forward me the same email she sent me and to call me back. It is now the close of business, and I have not received a call nor an email. However, I did call back prior to the close of business with another 2 attempts. The first rep said there was nothing she could do, but would see if she could reach XXXX. She dropped the call when she came back from hold. I called back and XXXX XXXX, broke everything down to me perfectly. She advised that they will honor the letter if I resend it, if they can confirm I was given miss information. She stated that the actual review could not be completed if they did not have this document. She apologized that it came this far and no one sent me the document again, to submit a complete escalation. Since XX/XX/XXXX when I presented the 1st escalation, no one advised me of this. She sent me the document via email while I was on the phone with her, and advised that she will personally follow up. 

The entire time that Nationstar, no Mr. Cooper, has started servicing my loan, has been a nightmare. Constant miscommunication, unknowledgeable employees, and inadequate management staff.

Company response to consumer: Closed with explanation