Consumer complaint received 2017-09-27
Company: NATIONSTAR MORTGAGE LLC
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our home was foreclosed on unlawfully, and then barely 1 1/2 months later, was reverted back to us. Stating for reason, " miscommunication ''. 

XXXX XXXX, We fell behind on payments, due to employer unable to fulfill payroll, we applied for loan modification with lender. Modification dragged out, sending and resending documents, til XXXX XXXX, when per lenders lawyers, had us send new modification documents, because 1st attempt was processed improperly. 
XXXX XXXX, New Modification started, again dragged out til XXXX XXXX. Several attempts by phone messages and letters by express mail to lender to get status on modification, but were ignored. 
XXXX XXXX, we received 1 single document, with an amount due, we sent in a check to see if we could get a response, since no one has ever gotten back to us. We did get a response, the lender sent us another modification, with letter thanking us for requesting. 
XXXX XXXX, we sent the new mod documents back and included another letter stating, we are again in the middle of a mod. and still waiting for answer. This is the 3rd time. 
XXXX XXXX, we received letter saying we were being foreclosed. Called that #, asked what about the modification packet you just sent us and we sent back, and the others modification packets? We have never gotten notification. Was told we needed 1 more document. We asked were you going to let us know this. One of the reasons was, They said we did n't have our correct address. 
XXXX XXXX XXXX, we were foreclosed and evicted from our home of over 20yrs. 
XXXX XXXX, barely 1 1/2 months later we received a letter from lender stating, the foreclosure was being rescinded due to " miscommunication ''. 
XXXX XXXX, lender requested, again modification documents. 
XXXX XXXX, we were told beginning XXXX thru XXXX, we would have to do a 3 month trial period in order to now keep our home. No delaying. 
When we were evicted we had to sign a 1yr lease, and unable to get out so quickly. 
XXXX XXXX, we were told we could move back into our home, but we could n't because of the damage that had happened, while in the possession of our lender. Pipes burst and water damage throughout the home. 
We had to pay plumber {$2900.00}. to get fixed. Still have to get holes in walls, floor and ceilings fixed on all levels. Nevermind replacing carpets, flooring. 
XXXX XXXX, We paid the 3 month trial period, with exception of the XXXX payment, where we by absolute mistake, sent in the wrong payment amt, and they closed out our modification, requiring us to reapply. 
XXXX XXXX, the reapplication was with the same information, that was given when we received the mod ( 3 month trial ), but this time we were denied, and are now facing losing our home for a second time. ( the incorrect amt was pd, because of a statement we received from Nationstar, with due date being same, XXXX XXXX ) but we were told, we should 've ignored. 
It was a little over {$200.00}. difference, we asked could you have told us? We would 've sent difference by XXXX XXXX. They said it was too late. 
Once again, we have not received an official denial letter as of yet, but we have been told, that they have denied. 
We applied for the original modification, to get back on track with our mortgage, we have always wanted to keep our home. From original letter of modification, we thought it was only going to take 30 days, to get a decision. We did n't realize it would be dragged out over 2yrs. 
The " miscommunication '' just got so out of hand. 
We are asking for your help. The lender has said we have had too many chances. We applied originally, and other modification packets were sent due to the 1st not being processed correctly. Our chances started with the 3 month trial period, and if we had not received that 1 document with a different amount, we would n't be writing to you right now. That is how this " miscommunication '' has continued through this whole process with our lender. 
We just want to keep our home and get back on track. 
Thank you in advance for your help.

Company response to consumer: Closed with explanation