Consumer complaint received 2018-06-06
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hurricane Sandy hit Florida inXX/XX/XXXX, I contacted Mr. Cooper mortgage to see if they were offering any kind of assistance. The rep stated they were offering a forebearnce plan to anyone in a disaster area. He said I qualified for {$200.00} reduced monthly payments for XX/XX/XXXX. Then once that period was over, my mortgage would return to it's normal monthly payment of {$510.00}, no fees, no late reporting etc. I called every month, sometimes twice a month to confirm and because I had to make the payments with a live rep. The information stayed the same. Come XX/XX/XXXX I received my statement which said I owed {$2500.00}. I immediately called and transferred to the loss mitigation dept. XXXX explained to me that my loan was in default and that was the amount due to bring it current. I told her that's not the information I was given. She stated that Mr. Cooper originally wanted to help everyone effected in the disaster area, but once our " investors '' got a hold of the program that Mr. Cooper offered, they declined. Now Mr. Cooper was trying to work with all the investors on a solution. She said if I didn't have the funds then I can advised them and they would opt me in to evaluation period for any program that the investor was to offer. Meanwhile to continue to make my monthly payment. I paid my regular monthly payments for XX/XX/XXXX and XX/XX/XXXX but noticed that I was being charged property inspection fees. Noone had ever inspected my home. I called again in XXXX when I received my notice congratulating me that I had been " approved '' for a standard modification loan and new terms for my mortgage. The new terms would extend my loan back out to 30 years, like I never paid for the past 8 years. I once again talked to loss mitigation. XXXX said if I didn't want to accept that modification, I can do a 3 month repayment plan, but needed to pay {$1300.00} and then {$620.00} before the end of XX/XX/XXXX, then XX/XX/XXXX and XXXX then I'd be all caught up and my loan would return to normal in XX/XX/XXXX. I paid the {$1300.00} that day and set up XX/XX/XXXX 's payment of {$620.00} to come out on XX/XX/XXXX before hanging up. Also, on my statement it looks as if only five hundrend something was credited, not the full {$620.00}. She said I was approved for the repayment plan.I received my approval letter within the week. On XX/XX/XXXX I received two calls from Mr. Cooper but no voicemails were left. When I came home from work, I called them which is XX/XX/XXXX Eastern time. I held for an hour, with no answer. I called back again on XX/XX/XXXX @ XXXX XXXX. and again got XXXX in the loss mitigation department. I advised her of the two calls the day prior and just wanted to follow up to make sure everything was ok with my loan. She told me she saw the loan modification was in place and that I hadn't returned my documents. I told her I declined it and there was a repayment plan that I already made two payments on. She told me that there wasn't anything noted and that this was the 1st time she worked on my loan and she would make sure it was rectified and would contact me back. I gave a week and called back on XX/XX/XXXX to follow up and to make my XX/XX/XXXX payment. I spoke with XXXX who advised me she couldn't take my payment. She stated there was no repayment plan in place. She said the modification was never cancelled officially even though it's been noted multiple times. She said the rep on XX/XX/XXXX noted that she advised me to write a letter, which never happened. She also stated that this was the 1st time she looked at my account and knew how to rectify it. She said it would take 7-10 business days to cancel the modification, then once that's done, we can reapply for the repayment plan again which was already approved and paying on. I told her I was sick of getting the run around and I wanted a supervisor. She refused. I asked for a corporated number and name. She refused. She finally only gave me the 800 for  complaints. On XX/XX/XXXX, I received a call from XXXX who I thought was calling to advise me she resolved the issue. To my shock, she was calling to let me know that I had fallen behind on my payments and wanted to know if anything had changed. I asked her if they read notes or if there was any one takes notes when I call. She then told me I didn't give her a chance to review and help me.I hung up. Mr. Cooper is horrible. They took advantage of me when I thought they were helping me. This is my home. It's not to be taken lightly!

Company response to consumer: Closed with explanation