Consumer complaint received 2016-03-11
Company: NATIONSTAR MORTGAGE LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Making payments to my mortgage lender has been XXXX, time consuming and virtually impossible since my loan was transferred to Nationstar in XXXX XXXX. Payments were claimed to not have been received, in XXXX XXXX and again in XXXX XXXX, only to find that the funds were received and not allocated ( for XXXX, incorrectly ; for XXXX, not at all ) after months of investigation and additional external resources employed my myself. It is because of these events that my account has shown delinquency and additional fees, which I can not afford. I have made many documented attempts at aiding in resolution, providing documentation and persistent escalation of the errors, which has not led to complete resolution for either of the above mentioned events. As a consumer, I lost the option of refinancing due to the inaccuracies by Nationstar, claiming I was delinquent, and I did not have any additional avenues to dispute the continuous events of sending money that was not getting applied to my account. While it may not have been the desirable approach, I chose not to continue sending funds to a company that was claiming to not receive nor return the funds until the outstanding issues were resolved. I also filed a complaint with the better business bureau as well as continually sent requests to Nationstar. In XXXX XXXX, I received a foreclosure notice due to non-payment, although Nationstar had not fully corrected it 's error from the XXXX payment ( I sent additional funds directed to be applied to principal, Nationstar claimed non-receipt until XXXX, then applied the funds to a normal monthly payment and held the overage until returning it by check in XXXX XXXX ), and was still claiming non-receipt for the XXXX payment ( funds sent to concede the XXXX application error and remain current ). I provided bank statements and documentation to both Nationstar and the attorney processing the foreclosure, to only end up having to take time from work to reply to court documents, attempting to find counsel and continue with communication attempts at resolution. I was advised to apply for modification after so many months of non-payment and non-resolution had passed, which I attempted to do through Nationstar, however Nationstar continued to make it impossible : to speak with the ever changing dedicated loan specialist, did not reply to any emails sent, again claimed non-receipt, unable to read the document, sending the incorrect document ... - this time of the modification paperwork. Nationstar 's only resolution was a single full payment, including legal fees for reinstatement, claiming if I sent anything less it would not be applied. While I have the ability to pay my monthly mortgage payment as agreed, I do not have the additional funds to pay for late fees, legal fees or a large portion of my mortgage all at one time. Since XXXX, my job has eliminated my regular overtime, I have become a XXXX XXXX XXXX in addition to my full time job, and I have XXXX young children that have started in a school that I must pay tuition for. I am a XXXX mother, working full time and a XXXX. I want nothing more than to remain in my home, and plan to continue pursuing all avenues to achieve that including resubmission of a mortgage modification with the aid of XXXX XXXX XXXX XXXX, submission of this complaint to the CFPB and any other possible routes that are available to me.

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