Consumer complaint received 2018-08-13
Company: NATIONSTAR MORTGAGE LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear Sirs and Madams, We are addressing this correspondence to your office in the hopes of receiving assistance with the current dilemma involving Nationstar d/b/a XXXX. XXXX XXXX XXXX. We refinanced on a property that has been in our family for over 4 decades in XXXX to do light renovations and repairs. However in XXXX our family was devastated with the unexpected decline in our mother 's health. She was diagnosed with XXXX and she had to stop working and needed care so we began taking care of our mother at her residence. Then and there our financial hardships began. Our major needed necessities such as mortgage, utilities, healthcare, etc. started to become very difficult to maintain as we were also impacted by other uninsured medical expenses in order to maintain the quality of care our mother required. The emotional impact of the loss of our mother also affected the business, the events planning and expansion of our business ventures to come. As a result of the aforementioned unfortunate event we were faced with the decision to contact Nationstar for the loan modification in effort to reinstate our good standing and reorganize our business. The struggle continued and near the end of XXXX it started to get worse. It began when Nationstar put a forced-placed insurance on our property and we were told once we had put our regular commercial insurance back on they would take off their forced-placed insurance from our monthly note and our payments would go back down to our normal monthly rate. We fell behind on ( 3 ) three months on our monthly note in the middle of XXXX. We sent a monthly payment of {$1000.00} on XXXX to Nationstar, that they filed and stamped and then returned the check on XXXX with a letter stating it doesn't meet minimum amount due.To note we were in the 1st steps of a loan modification. We sent Nationstar a certified mailed check of {$4200.00} in XXXX to catch up with our mortgage, which they cashed, and 2 weeks later they sent it back XXXX. Feeling very concerned we called to find out what was the problem on the returned checks and the agent said it was not enough according to her screen. Then she said her screen was showing we owed {$5500.00}. So after hanging up we went to the screen ourselves to verify the amount and to our total surprise it showed an accelerated amount of XXXX. XXXX weeks later on XXXX we sent a cashier 's check of XXXX to Nationstar mortgage to urgently and desperately become current on our mortgage and Nationstar sent those funds back as well. We called Nationstar to see why those funds were sent back and we could not believe they had told us that we sent them a Cease and Desist letter which was a total unbelievable fabrication on their part and very upsetting that such a major corporation would say something like that. We asked the agent could she tell us who  signed or wrote the letter and could she please send us a copy of this so-called letter we know we did not write. She said sure and put us on hold for a few minutes and when she returned to her amazement she told us the letter was not there. She said it had only indicated on her screen that there was one. In closing the reasons we are suffering this devastating horrible turn of events, where our livelihood and legacy is currently being taken away from our family and community. According to Nationstar the reasons behind their denial of our much needed loan modification was due to condemnation and incomplete paperwork. Our building has never been condemned and were left in the dark on the " incomplete '' paperwork. They denied us the opportunity to get back in good standing with them. Now we suffer in agony due to an unjust and intentional sheriff sale. We hope and pray that the CFPB will investigate this matter and help us restore our lives. 

Sincerely written, XXXX XXXX

Company response to consumer: Closed with explanation