Consumer complaint received 2017-10-19
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Nationstar is the servicing bank : has held homeowner in extending processing, and not evaluating documents properly. Homeowner has submitted the XXXX requesting modification. Homeowner has been denied by the service'r onXXXX. Homeowner is formally appealing the denial based on errors in home value, income, XXXX and XXXX Loan to Values used by the services in the denial of the XXXX application. The service'r  has commenced double tracking while homeowner was acting in good faith under the DOJ/49 States Attorney Generals Agreement : the National Mortgage Settlement Agreement. 
The servicer ' is discriminating against homeowner claims, in a form of reverse discrimination ; holding the mortgage in extended processing, denying a loan modification while homeowner is qualified, lost documents when homeowner has already provided.. 
This homeowner, feels that her case has been unfairly treated for the following reasons : 1. No active single point of contact, constantly changing, when calls made to the single point of contact, routine routed to the collection department, never the same contact person.

2. A Single point of contact was assigned ; calls were made to the point of contact : the calls were never returned by the contact. Calls returned were from the collection department and never the same so called : " relationship manager ''. 
3. The service'r has held the homeowner in extended process in bad faith, during which the value of property has c for 26 months from XXXX to XXXX XXXX. 
4. On the most recent XXXX application : all requested documents were provided as requested. Homeowner has confirmation via fax that documents were received by the service 5. Homeowner has made numerous calls ( 20 ) inquiring on status of application, as a foreclosure date has been set XXXX XXXX, XXXX ; calls were routed to next available agent, comments were : A ) wrongfully advised that documents were not submitted, or B ) documents were submitted, or C ) resubmit documents because d, or D ) the foreclosure date is set and homeowner is responsible for not providing the requested documents : these 4 points are causing a state of confusion and terror to the homeowner.

6. Servicer started a double tracking procedure upon the notice of default. The foreclosure agent was aware of the loan modification in process, and moved forward with the double tracking anyway. 
This is a clear violation under the National Mortgage Settlement Agreement ; specifically double tracking while homeowner provided all documents under good faith. 7.  Homeowner has contacted the foreclosure agent before the foreclosure sale : that the sale was extended to another 30 days. Service'r never advised homeowner of the extended sale date. 9. As of the above CFPB complaint date above, service'r has not advised or confirmation that the foreclosure date of sale is on hold.

10. Homeowner is in a state of fear created by the collection tactics by Service'r and or the foreclosure agent.

11. Homeowner was not advised of their HAMP/Department of Justice modification guidelines or options. 12. Homeowner was not provided the name of the investor as requested.

13. Homeowner was not provided a NPV Net Present Value Report to approve or deny the XXXX application. 
The Banks ' failure to discharge their required loan modification obligations, during homeowner 's honest attempt to save their home from foreclosure. 
Homeowner is claiming mortgage processing discrimination in delaying processing : by overloading servicer 's processing agents. 

We formally appeal the loan modification denial. We request that a SPOC Special Point of Contact be assigned to homeowner to assist in the new XXXX application review. 
Consent to publish. 

Homeowner has advised service'r and investor that a XXXX audit was ordered and copy provided in attachments. 

There is a positive change of circumstances in the value of the property in the recent NPV Report shows a positive equity.

Company response to consumer: Closed with explanation