Consumer complaint received 2018-02-17
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a home loan with Nationstar Mortgage also known as Mr. Cooper, which is currently in arrears. I have lived in my home for 17 years. I am in danger of losing my home due to Nationstars questionable servicing business practices. I have been trying desperately to get Nationstar Mortgage to work with me on a reasonable payment plan, restructure, or loan modification, but I just cant seem to get any favorable results. Nationstar has not even designated me a single point of contact. Nationstar Mortgage received XXXX XXXX dollars in bailout funds, and should be helping borrowers in situations like mine. Wheres my bailout? Nationstar and its agents only seem to be interested in foreclosing on my home. Nationstar Mortgage has ignored my pleas for assistance to resolve my mortgage crisis. I am now in danger of losing my home, and need your offices help! A SALE DATE HAS BEEN SCHEDULED FOR XX/XX/XXXX!!! 

In XX/XX/XXXX, I acquired my home, signing a purchase money loan. In XX/XX/XXXX, I refinanced my loan, signing a new mortgage originated with XXXX XXXX XXXX. My loan has since been transferred, most recently to Nationstar Mortgage/Mr. Cooper. Nevertheless, I tendered my mortgage payments on time, as agreed, for 8 years. However, in XX/XX/XXXX, I was the victim of business fraud, which caused me to lose a substantial amount of income. As a result, I began to struggle to tender my mortgage payments in a timely manner. I did the best I could to keep up with my mortgage payments, going so far as to deplete my savings and reserves, but I eventually defaulted on my home loan and was moved to foreclosure status. 

In XX/XX/XXXX, I contacted XXXX XXXX XXXX XXXX agents advising of my struggles to tender my mortgage payments. XXXX XXXX XXXX agents offered me an opportunity to apply for a loan modification. I completed and returned approximately 5 loan modification applications along with all the requested documents. After receiving what seemed like the paper chase and run-around, no decisions have been rendered. In XX/XX/XXXX, my home caught fire and has been uninhabitable due to litigation with my insurance company. Nevertheless, in XX/XX/XXXX, my loan was transferred to Nationstar. I have attempted to work things out with Nationstars agents applying 5 additional times over a 3 year period, but all of my efforts have yielded negative results. Next, agents suggested I apply for an in-house loan modification. I was denied again due to my house being uninhabitable from the fire. Furthermore, agents advised me that my home could NOT be foreclosed for the same reason yet a sale date has been schedule. How is this legally possible? Nationstars agents have been extremely unwilling to work with me. I have not been designated a single point of contact. No other home retention options have been offered and no review of my current financial circumstances has been opened or discussed. In late XX/XX/XXXX, my loan was transferred to Mr. Cooper aka Nationstar. I have received much of the same treatment from Mr. Coopers agents as the previous servicing firms. A SALE DATE HAS BEEN SCHEDULED FOR XX/XX/XXXX!!! 

This is a government-insured loan, and thus there are government programs that Nationstar/Mr. Cooper is denying me access to. Nationstar/Mr. Cooper has received XXXX XXXX dollars in bailout funds, only approximately 816 million of which has been disbursed, and they are supposed to use those funds to help consumers like me. Nationstar/Mr. Cooper is required to review me for all available home-retention options and recalculate our current loan if the payment is not within federal guidelines. This is an avoidable foreclosure, and Nationstar/Mr. Cooper is behaving unethically.

Company response to consumer: Closed with explanation