Consumer complaint received 2015-12-04
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My need for a modification began when the economy suffered. This is because I am self-employed and run a XXXX out of my home. Multiple families left my facility because the parents lost their jobs. My income was reduced to a point where I could not afford the monthly mortgage and pay my other household bills. I had tried to obtain a home loan modification using numerous law offices and in many instances I was taken advantage of, I was deceived, and the process of a modification was never completed. I began this modification process working with numerous lawyers and agencies attempting to reach a fair modification starting on XXXX XXXX, XXXX. The final law office I went to for assistance was the XXXX XXXX of XXXX.. I worked with this law office for numerous months and they ended up doing fraudulent practices which resulted in numerous families, including my own, of being swindled out of money and our modifications were not being worked on. He was arrested and charged for what he did and his license was revoked. This final instance made me decide to pursue a modification by myself. 
I began the process of filling out the HAMP paperwork in XXXX of XXXX. I completed the paperwork and turned it in via e-mail in XXXX of XXXX. From XXXX of XXXX up until XXXX XXXX I was in contact with NationStar, continuously being the XXXX initiating the phone calls and asking for updates. I had numerous phone conversations and e-mail correspondences with multiple representatives, which most often were initiated by myself because I was truly wanted and needed a modification. On XXXX XXXX, XXXX. I was sent, via e-mail, the documentation to begin my trial period on XXXX XXXX, XXXX, with the modification monthly payment being {$3800.00}. This was the only offer presented to me as a modification throughout the time period that I had been working on a modification. 
I was blindsided by the fact that the modification was higher than my original mortgage, of {$3100.00}, that I could not afford. I responded to the decision by sending a letter of appeal in XXXX of XXXX. Since this date I have sent multiple e-mails and filled out numerous HAMP packets and sent documentation to try and receive a modification. I also sent multiple letters to NationStar regarding my home and modification which they did not respond to. I reached out to XXXX to help me try and receive a modification since I had n't been able to work with the lender on my own. They submitted the paperwork on my behalf and NationStar responded by denying me a modification. I was then contacted by a NationStar representative who told me I had XXXX options : pay the full amount I was behind on and begin making my monthly payment, short sale, or voluntarily give them back the house and be cleared of the debt. I told her I would not accept any of those options and would be filing an appeal. 
My business has recovered from the turn in the economy and I have XXXX families that I am caring for. I let the representative know I could begin to make payments but I could not pay back the amount I 'm behind on. I asked if they could place the amount I was behind to the back of the loan and let me begin making my monthly payments again. She said this was not a possibility, which is why I let her know I would be filing an appeal. 
I am filing this complaint because I feel I have been mistreated by NationStar. During this time in which I have been trying to receive a modification they were always difficult to reach, I had to re-send the same documents multiple times because they claimed not to receive them, and they had me complete the same paperwork multiple times and they opened multiple cases using the paperwork which also caused me issues in trying to obtain a modification. I feel they do n't perform their jobs properly which results in paperwork being ignored or improperly viewed.

Company response to consumer: Closed