Consumer complaint received 2016-04-27
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX 2015 I requested a modification with my own Mortgage company call XXXX and the process from the beginning was with a loan specialist name XXXX XXXX. From the beginning she had been advising and directing and sending via email as well as mail the documentations to process. At that time I was further behind due to a scam that I was a victim of and she was well aware of this as well. Due to thinking I was being represented through this bogus company by the name of XXXX XXXX XXXX it made my account fall further behind. I finally proceeded to go ahead with Nationstar after realizing I was never represented and they were not dealing with Nationstar or making payments to them. Now I process my modification through her XXXX XXXX and I was told by her what to submit. Finally my modification trail amount was XXXX a month. I was so surprise as to why still so high not at all what I expected it to be. I would called them to make sure the payment was received or questioned why I was getting calls as a reminder. I wanted to make sure that my account was in good standing. Since XXXX XXXX is my loan specialist I did in fact express my disappointment about the amount of the modification. I was on my upcoming third month payment. In the process of the conversation I might add she is terrible at returning calls and chomping on ice and drinking whatever over the phone. Extremely unprofessional which if in fact if they do record conversations you can hear me telling her must be a good drink and you a chomping on ice. Either way I express my concern amount how the amount of my new mortgage really was n't what I would have expected and if it was XXXX or below it would have been very affordable. She indicated that I could do another modification in fact her words were reapply for modification which I was completely unaware of this process. So I asked more questions about it and specifically asked her what were my chances of having it lowered then the XXXX and I did n't want to jeopardize that amount to be a greater amount. She said no that it would be process and I just had to submit my proof of annuity that I received since they already had the other necessary documents. I inquired about the upcoming payment and she said " since I was applying for modification I did n't have to submit the last payment. I made it a point to tell this loan specialist that I did n't want it to jeopardize my request for modification by them saying I did n't pay. Once again she reassured me that it was n't require because I was on modification status again. Finally after waiting several weeks and checking in and a decision has not yet been made XXXX XXXX XXXX calls me in XXXX the latter part of XXXX to so call give me the wonderful news and that was now my mortgage was XXXX from XXXX. I was livid because exactly what I thought could happen did and now this so call loan specialist repeated herself the new amount which is higher and had nothing else to say or answers as to why it was higher. What was the point of me doing this going according to her, I ended up paying more is this part of their tactic. She told me to write a letter via mail to the customer relations dept., which I did and they would make a decision. Well this department decision was base that I did n't pay the last payment when I was on the first trial modification loan status. I included the reason as to why just incase this was what it would base on and never would I have done that. Once again I listened to bad advice and ended up with a bad result.

Company response to consumer: Closed with explanation