Consumer complaint received 2016-11-09
Company: NATIONSTAR MORTGAGE LLC
State: IL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX XXXX, I requested and received loan modification forms to apply for the Federal Government 's Making Home Affordable Program. In the package was a list of documents requested to accompany the form. I sent these all in when completed. I did not hear back from the lender until a letter dated XXXX XXXX, XXXX that my loan modification request was denied due to " Request Incomplete '', that I did not provided mentioned documents that were being mentioned for the first time and not with the packet they sent. I wrote a letter stating that they did not request these said documents. They said I could re-apply and send in the documents listed. I did this. Then sometime in mid-XX/XX/XXXX XXXX, my loan process contact from NationStar called me to say my application was again denied because my income was not sufficient to cover any mortgage they approve for me. 
I worked to address that and after consultation with a credit councilor through the Making Home Affordable.gov website, I contacted NationStar and asked to reapply for the XXXX program. 
They again sent out a package with a list of requested documents. When I completed these, I sent them to NationStar Mortgage via their provided email. On my follow up call, loan specialist called XXXX told me, that Nationstar had all the documents they needed. I called later for an update and Loan Specialist XXXX XXXX in the call, said that they now needed a Personal Financial Statement from me. She sent me a blank form which I filled out and emailed back. 
Again, following on the advice of the credit councilor, I called NationStar a few days later to confirm that they got the document and all will proceed. At that time, XXXX XXXX said that they did not need the Personal Financial Statement I sent in but now needed some of my expired documents to be updated and resubmitted. I did this and sent them in via their provided email address. 
Now into XXXX XXXX. I waited a few days and the called in. This time XXXX told me that the loan modification department only received some, not all of the documents. I mentioned that all documents were sent as attachments on the same email and wondered how they would receive the email and only a partial on the attachments which I copied myself and the credit councilor on. Anyway, I asked NationStar to spell out for me each document they say they had not received so that I can resend these. I sent these within 48 hours. In talking with the loan modification contact, I explained that I was concerned with the way NationStar was handling my XXXX modification request. 
A few days later, I called and they now said they need my XXXX Taxes because my Federal Tax Filing Request for Extension did not go through. I sent this in to them by the Monday following our Friday call. 
When I called to follow up, XXXX XXXX told me that I was pre-approved for a loan modification of {$2500.00} and I did not need to send in my XXXX taxes for that approval. She did not mention that it was an in-house loan modification versus the XXXX federal modification program I requested. I was informed that the offer was for a limited time and if I do n't take it within their allotted time, I will lose the opportunity to get out of their foreclosure proceedings against me. I told her that I did not see the logic in presenting with a monthly payment greater that the current XXXX posing payment problems in the first place. Nonetheless, a few days later I received a XXXX envelope with the NationStar proposed {$2500.00} payments. 
Now it is XXXX XXXX, XXXX and I am being told that I need to send in a schedule C for my business real estate. I mentioned that it is not a business but I file it under scheduled C as self managed residence for deductions. I told XXXX, the loan specialist, that a Schedule C should not be send t

Company response to consumer: Closed with explanation