Consumer complaint received 2016-11-18
Company: NATIONSTAR MORTGAGE LLC
State: GA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I fell behind in my mortgage due to some financial hardship. Nationstar Mortgage is my current lender and they raised my mortgage payment by {$300.00} dollars, without notifying me of the increase because of an escrow shortage. I called Nationstar to make arrangements or determine what my options were. They had began the foreclosure process. At that time, I began to go through the modification process with Nationstar. I submitted paperwork after paperwork, only to be told several times that they did not have the documents. I submitted the same document over 5 times, as they repeatedly told me they did not have it. At that point, I began to get nervous because I read that this is a standard practice of Nationstar to stall its consumers. I had been assigned to a loan specialist, XXXX XXXX, who I understand is the lead loan manager at Nationstar. I would call Nationstar to follow up with him, but it always went to his voicemail, and I would have speak with other agents, who appeared to be incompetent and unhelpful. After weeks of trying to get all the documents to underwriting, it finally made it with a daunting foreclosure sale date XX/XX/XXXX. Nationstar informed me that the modification would postpone the sale date. I was advised that it would take 20 to 30 days for the process. My documents were in to underwriting on XX/XX/XXXX. I called to inquire when I would receive disclosures forms, because I have no idea what type of modification I was applying for or the terms. The rep on the phone stated 3 to 5 days. I did not receive any disclosure forms but I received a copy of my credit report along with the coborrower. I called Nationstar, to request the status of the modification and when I should expect to receive my disclosure forms. The Nationstar rep informed me that I have been denied for all the modification available because I did not occupy the home. What??? I have lived in my home for over 8 years. Mind you, I have called Nationstar over a 100 times during this process and this is one of their verification questions. My answer has been the same each time. Yes, the home is owner occupied with me! The Nationstar rep informed me that I would have to wait to get my denial letter to appeal. I could not understand this and I refused to get off the phone until the matter was escalated. After an hour on the phone, my dedicated loan specialist, XXXX XXXX joined the call and apologized for the mix up and stated that he would work with underwriting to resubmit. He stated that he would walk it over personally. I am nervous because I feel like I am getting the run around and Nationstar is going to take my house from me by giving me the runaround. The horror stories and reviews are awful from consumers going through this process with Nationstar. As a consumer, this type of treatment and lack of competency on Nationstar staff is unacceptable. I am just trying to save my home and get back on track. I do not have faith in this process with Nationstar and I need help.

Company response to consumer: Closed