Consumer complaint received 2017-04-11
Company: NATIONSTAR MORTGAGE LLC
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I had a trial modification going on with Nationstar mortgage company. I had my last trial payment due in XX/XX/XXXX. I got online on XXXX ( I had always submitted my payments on the 30th due to that being my pay date ) and the website was down and would not accept my payment. I took a screenshot of that issue, with the time and date it happened in the lower right hand corner of my computer screen. I was unable to make this payment and the company was closed due to the holiday until XX/XX/XXXX. I called them first thing on XXXX and let them know of my situation and what had occurred, they told me to submit my pictures and someone would get back to me. I emailed the pictures on XXXX and never heard anything back from them. Then on XXXX, I received final modification paperwork in the mail, I called them and asked them if this was correct and should I go ahead and fill it out- they insured me it was and to go ahead and do so. I filled it out immediately and returned it notarized the next business day. On XXXX, I received a call from my dedicated loan specialist informing me that my final documents had been received and everything was " good to go '', all I had to do was start making my regular monthly payment according to the new documents in XXXX. ( This was only the 3rd time I had every heard from my " Dedicated Loan Specialist '' in a 2 year time span ). I told him that was great news and assumed everything was taken care of as far as the pictures I sent in and the documents I had sent back. Fast forward to XX/XX/XXXX and I called Nationstar to make my " regular monthly payment '', the lady on the phone tells me that can not be done because I missed my final trial payment and I still owe for it. I told her that my dedicated loan specialist told me otherwise and I thought I was paying a regular payment. I told her I would do whatever needed to be done. She spoke with supervisors and they got it approved with some " code '' to accept my payment and re-open the modification to finalize everything. I paid the payment and she said to check back in a few days to make sure it all went through. I continued checking my online account and noticed the XXXX payment said " un-applied funds '', so then I called back. Everyone tells me, its in the escalation stages and nothing has been determined yet, they tell me to call back every few days to call. I ask to speak to my " dedicated loan specialist '' to question why he told me something otherwise, and he is always busy. I spoke to a Supervisor around the middle of XXXX, and she assured me that she was going to speak to one of her contacts in the escalation department and get this resolved, then personally call me back, but still nothing and not return phone calls. On or around XXXX, I received a call from a customer support lady who handles complaints who gave me her personal number and wanted to hear my story, and said she would be checking into this and keeping me informed. As of date XX/XX/XXXX, I have never heard back from her and have left her two voicemail 's to return my calls, with no return call either. This whole situation has been a complete nightmare, I have called this company until I 'm blue in the face numerous times throughout the week and spent endless hours on the phone with them, to never get anything resolved. I 'm at the point where I 'm absolutely disgusted with the way they have treated me throughout this process and feel like I deserve much better, because I have went above and beyond to stay compliant.

Company response to consumer: Closed with explanation