Consumer complaint received 2018-06-15
Company: NATIONSTAR MORTGAGE LLC
State: VI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Mr. Cooper mortgage company are the least competent and intentionally mishandled our disaster modification and later forbearance plan offered by the company after being affected by both hurricanes Irma and Maria.

In XX/XX/XXXX, given the sparse phone and internet service in the US Virgin Islands, we contacted Mr. Cooper a mortgage company who assumed the mortgage loan from XXXX XXXX. We went through the entire question and answer process and were told at the end of the call, " there is nothing more to do, we will be in contact with you. '' Several phone calls were made since Mr. Copper mortgage company did not send any confirmation, neither did they follow up on the request.

In XX/XX/XXXX, we made contact again and was offered by Mr. Cooper a disaster modification. XX/XX/XXXX we sent an email regarding the lack of follow up. They responded the same day advising us that our request was forwarded to a loan specialist for further review. We called and they offered the same statement, " there is nothing more to do, we will be in contact with you. '' On XX/XX/XXXX, a representative called and left a voicemail on my husband 's mobile phone. On Thursday, XX/XX/XXXX, an overnight package was received from Mr. Cooper. The letter expresses concern post disaster and claims of attempts to contact us. In bold print they ask us to call before XX/XX/XXXX.

We made the call this evening and we told by XXXX XXXX that our mortgage is in pre-forclosure. We were upset, and in unbelief since the phone representatives verify our mailing, email and telephone numbers with every contact. XXXX was rude to say the least and said the forbearance was just now being submitted.

1. We have Never missed a payment and have Never been late.

2. We have made 2 payments through our bank since the disaster modification and forbearance plan was ending according to what wee were told.

3. Mr. Cooper has never delivered on their side on either request.

4. No credit hits or late fees would incure. So how did we get in foreclosure?

5. We believe we have be taken advantage of and received " special treatment '' in that it takes Mr. Cooper almost eight ( 8 ) full months to process a standard request.

6. Mr. Cooper is showing our account as past due and it is NOT!

7. Mr. Cooper has blocked our account from being able to manage the account an disabled the payment functions.

We have been blatantly misrepresented by Mr. Cooper.

All of this needs to be fixed.

We were not comfortable when we learned that our mortgage was move to Mr. Cooper and all this craziness confirms their less than competent practices.

We expect the following : 1. Full documented clean up of our account and the mess that Mr. Cooper made within 15 business days.

2. Compensation within 45 days in the equivalent of mortgage payments for the 8 months we had to endure with little to no communication from Mr. Cooper.

3. Compensation of {$50000.00} for the stress, pain and suffering in receiving this news and causing a sleepless nights within 45 days of this communication receipt.

We went from a two income household to one and NEVER defaulted. This mess up is completely unacceptable.

XXXX. and XXXX XXXX

Company response to consumer: Closed with explanation