Consumer complaint received 2016-10-13
Company: NATIONSTAR MORTGAGE LLC
State: OR
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX I got XXXX loans from Aurora which meant I did not have to make a down payment. The first loan was at the current rate, and the second loan was at 12 %. In XXXX when the crash hit my business, I got behind on my first and second loans. When Aurora said I could apply for a modification, I asked if that would be for the first and the second. They said, " Let 's get the first modified, and then we 'll work on the second. '' So after modifying the first, I called to ask about the second, and was told that the first had been sold to Nationstar, and that the second was being " serviced '' by XXXX XXXX XXXX, with whom I 've tried to modify since XXXX. 

I had to file bankruptcy, and after several years, was finally in a position this summer to offer the original amount of my balance ( XXXX ) to Aurora, which I did in XXXX. They responded that they will only settle for the original balance plus interest and penalties, amounting to another XXXX, ( so XXXX total ) ... or I can make interest-free payments for 3 years and then return to the 12 % interest rate. I have repeatedly tried to call the number they gave me ( XXXX ) at which I only get recordings and can not leave a message. So today I found another number and left a message. Surprisingly, someone named XXXX XXXX called me back! When he could n't answer any of my questions, I asked who I could talk to about the fact that Aurora promised me a modification on the second, and instead is penalizing me for believing them! He told me he ca n't talk to me other than to say I can submit another offer higher than my XXXX offer, which is impossible! I absolutely made the best offer I could. So I asked to speak to an Aurora investor, or XXXX 's supervisor. XXXX put me on a " brief '' hold ( which is code for " maybe she will hang up if I take long enough '' ) ... and I waited and waited, for over 10 minutes. Finally he returned to the line and said his supervisor is in a meeting ( that only takes 2 minutes to find out! ), so I asked when I could talk to the supervisor. He then started to explain what a meeting was, and why I could n't talk to the supervisor now!!! I told him I want to know how/when I can speak to someone else, and he told me he has to hang up. THIS IS HOW THEY TREAT THEIR CUSTOMERS! They make it impossible to reach them, and when I do, the person I talk to has no authority, nor even any business acumen, and was actually rude! ( With latest political revelations about how some people view women, I 'm now wondering if I was dismissed because I 'm a woman, and an old XXXX at that ). I thought the law had changed, and these mortgagors are REQUIRED to provide access in person with a decision-maker or at least someone who 's not a robot! 

My desired solution is to settle with Aurora for {$50000.00} ( since now I do n't have XXXX as I did when I made the offer earlier this summer ) or to receive a modification of my original loan of {$110000.00} at a reasonable interest rate, and not to be charged for penalties and interest for my delinquency while waiting to see how they were going to " help '' me resolve things. I also want an apology for being dismissed and hung up on.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation