Consumer complaint received 2018-10-16
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
NO PHONE CALL HAS BEEN PLACED TO ME REGARDING THESE ERRORS. NOT FROM MY DEDICATED LOAN SPECIALIST ( XXXX XXXX ), OR FROM FROM XXXX XXXX ( CONSUMER RELATIONS SPECIALIST ). 

XX/XX/2018 NEW COMPLAINT AGAINST MR. COOPER- Loan # XXXX XXXX XXXX Two weeks ago I spoke with a Loan Specialist to discuss my Modification Documents to ask why my deceased husbands name was included in these documents. The woman I spoke with placed me on hold several times to ask other people in her department questions. She ultimately agreed that this was an error ( obviously ), and told me I would be receiving a new set of documents in just a few days. As a mortgage banker for many years, what I do know is Mortgage Loan documents should not include a deceased persons name anywhere in the legal verbiage of a contract like this. The reason I started this modification was due to XXXX untimely death this fact is cited in several places in my application, you also received his death certificate back in XXXX. I should not have received these documents with his name anywhere in them. Regardless, I was not very trusting of her commitment that I would receive anything due to the fact that I have been told so many different things that were incorrect throughout this process, no follow up, no returned phone calls from Dedicated Loan Specialists, lost documents I was very skeptical I would receive new loan documents.

I waited 10 days for new documents. No new loan documents were mailed.

During the period I was waiting for the corrected documents to arrive in the mail, I decided to review the Escrow Account funds that are being collected every month with my mortgage payment. I found ANOTHER mistake. 
My property taxes are {$6300.00} per year OR {$530.00} per month. 
Your company has decided to make me pay {$10000.00} per year OR {$840.00} per month??? 
The whole premise for my applying for this modification was so I can keep my home by paying a lower monthly payment. Asking me to over-fund an escrow account by {$3800.00} is ridiculous and flies in the face of what I have worked so hard to accomplish with this modification. 

On XX/XX/2018 I called and spoke with a woman named XXXX who said yes, I should be receiving corrected documents and she will check to see why I havent received them yet. I also told her the escrow account that has a monthly payment is {$3800.00} too much annually. She placed me on hold for quite some time. When she got back on the line she told me Mr. Cooper will not be re-drawing the incorrect documents. Just sign them and send them in. She also stated that my escrow account would remain at the dollar amount that has been determined and I can go ahead and CANCEL MY MODIFICATION IF I DONT AGREE WITH IT?!?!? 

On XX/XX/2018 - I left XXXX XXXX ( my 5th or 6th Dedicated Loan Specialist ) a very detailed voice mail about this situation. 

ITS NOW XX/XX/2018 - I HAVE NOT RECEIVED A CALL BACK FROM XXXX XXXX I require a phone call from your office immediately. 
Thank you XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation