Consumer complaint received 2016-07-31
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
Please see the below letter submitted to the Fl XXXX. 
Dear XXXX XXXX, In XXXX I filed a complaint with the CFPB ( complaint # XXXX ) detailing the above XXXX events. I received a letter from Nationstar indicating that they take these complains seriously and would research. In XXXX, I received another letter that they were still researching and needed more time, but would respond back in early XXXX. Late XXXX, when I received no additional correspondence on this matter I called the CFPB for an update was told they have received any updates either. So I decided to file another complaint but this time with the XXXX. 
Shortly after I sent the complaint to XXXX, I received a letter from Nationstar advising my payment was set to adjust in the XXXX of 2016 and would effectively triple from what I am currently paying. They also offered some refinance options so I called again. This time the sales rep said it is their policy that they need a credit report in order to quote pricing. I asked why and he advised so they could see all my debts. I inquired further as I was applying for a HARP loan where debts are not factored into ratios and he quickly backtracked. I told him to assume my credit score was XXXX and the LTV was 125 % or less.. He still refused to provide a rate quote so I reluctantly gave permission to pull my credit and he accessed my current loan file for the application. Rates were still much higher than my original quote ( 5 % ) so I asked him to have a supervisor call me. He said he would, but to this date, I have not received disclosures or a call back from his supervisor. 
XXXX XXXX I received a call from XXXX XXXX from Nationstar 's Customer Relations team in reference to my XXXX complaint. He asked a few questions and stated that the CFPB complaint was resolved. I advised that to my knowledge that it was n't as both letters received said it was still being researched. He read the letters while we were on the phone. He said I was correct and that the complaint was closed out in error by an employee who was no longer with the company. I explained what occurred to XXXX and he said he would make this right and would have a loan officer call me to take a fresh app and do what he could to honor the rate. 
Within an hour XXXX XXXX, a Loan Officer, called me and left a message. After a few days of playing phone-tag we connected. XXXX said he needed to take an application and view my credit. He said he could use the same report from my last call back in early XXXX. He took the app and quoted me a rate of 5 %. So I rehashed the entire story again and he said we would speak with XXXX and call me back the next day. A week went by and nothing from XXXX so I left him a message. 2 days later still nothing so I tried calling him again and this time decided to call his manager, XXXX XXXX, whose name and number were on his voicemail. I left XXXX XXXX messages a day apart and finally she called me back and left a message advising she was in training the day prior and is here to help. Since then I have left her XXXX additional messages over a XXXX week period with no return calls. 
On the afternoon of XXXX XXXX I decided to call XXXX back and surprisingly he answered. I let him know that XXXX and XXXX went dark and this still has not been resolved. He apologized as he said he thought it was handled. He said he would call me back the next day with a status. A few days later I still did not receive an update so I left a message for XXXX. To this date, nothing I feel like Nationstar is doing everything in their power to prevent me from refinancing using the governments HARP program. I have been very persistent with this as I understand the regulations but I am very concerned that this is also occurring to numerous other consumers dealing with Nationstar who are not as savvy with the law as I am

Company response to consumer: Closed with explanation