Consumer complaint received 2017-10-18
Company: NATIONSTAR MORTGAGE LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX : Mortgage XXXX XXXX XXXX It is said that the banks were bailed out of their failings and they were supposed to help the real victims of the recession, the homeowners through the mortgage modification program. Instead story after story tells of good hardworking people who were victims of the banks greed and avarice. 

I am such a person, from whom the bank is actually stealingmy home from me. What the bank is doing to me XXXX and thousands of others ) maXXXX be considered legal, but it isunethical and morally wrong and totally unjust! In my case they are stealing my homeand about XXXX XXXX and XXXX XXXX XXXX I had had in equity in my home. Pure XXXX.Someone needs to hear our collective cry and help. 

In XXXX, I bought a breakfast/lunch XXXX run with my daughter ( who has been in the restaurant business since college days XXXX. I put everything I had into the business, both financially and emotionally. 

The recession hit us very hard. 

I lost the business and was in a very bad situation since my only other livelihood was real estate and appraisals which was decimated by the market at the time. 

I fell behind on my mortgage as it took a while to regroup in that economy. 

I had a {$250000.00} mortgage and a lot of equity in the house as I hadlivedhere since XXXX and before the recession imploded the prices, it was worth between about $ XXXX {$800000.00}. That has since been reduced when the housing market fell to about {$550000.00}. 

I finally got back on my feet as I was threatened with foreclosure by XXXX XXXX. 

I tried to make payments to the bank and the payments were refused. I was told that XXXX go through the modification. 

I got a lawyer and entered the court mediation program. 

I was told in a letter at the beginning that I would have a modification program within XXXX days, which was reasonable.I attendedevery mediation session anddid everything I was asked to do at all times. 

But at every mediation session, they asked me to either submit XXXX XXXX and I XXXX XXXX I would get an answer XXXX.This went onfor over XXXX years. I always complied. I also called the Bank between sessions to stay on top of things and was also then told XXXX/XXXX. I always complied. I was frustrated that it was taking so long andwas told it was par for the course. I asked if there were any other programs that I could use, if there was any other way. I was told there was not. All I wanted was to get the modification and get on with my life. The stress was taking its toll on me and my health. 

In XXXX, XXXX, at XXXX session, I was given a settlement offer for a mortgage modification by XXXX XXXX. It was a reasonable and workable arrangement for me and I immediately accepted. 

Within XXXX days I was to receive the official documents by Fed-Ex. Iwas to have a check ready to wire to them on that day and each month starting in XXXX. 

I went to my bank and got the money ready to wire and waited for the parcel. Nothing came. 

I calledmy lawyer, the court mediator, the Bankover and overand they told me not to worry, it would be there. Nothing happened. I kept calling everyone. They told me not to worry that the process was delayed a month and everything would begin a month later in XXXX. 

Then finally, I was told that XXXX had sold my loan XXXX along with others XXXX XXXX. But not to worry as soon XXXX in on their new loans, they would honor the agreement and I would get the paperwork. 

Finally I was told the truth : XXXX the agreement that took me over XXXX stress filled years to obtain while eating away at my equity ( although I did EVERYTHING that was required of me the whole time ) .They wanted me to start over at the very beginning as if I had never done thisat all. And then, I was consistently XXXX  dragging out the process so long! 

Since the only answer that my attorney had for me no matter what I asked was I dont know, I dismissed him. Why pay him money to not know what I already dont know for nothing? I continued the court mediation, however. I went faithfully and did everything that was asked of me. 

The same things went on forover another XXXX XXXX to eat at my equity and my health. 

Amazingly, XXXX. Example : they would tell me they needed XXXX and then I scrambled to get it to them ; the next time I called them, they said it was received but was the wrong doc althoughTHEY specifically asked for what I sent them.All this took time. 

Another time they asked for a bank statement from my daughter ( who lives with me in the house ). This was XXXX of residency in the house. I reminded them that they already hadher income tax and pay stubs all with this address on them. They insisted on the bank statement. I told them that she does not use a bank, would a debit card statement do? She has direct deposit from her job into the debit card. The person checked with XXXX, who said absolutely not. XXXX be a bank statement. I hung up and waited a few days. I called back and got a DIFFERENT person. I asked would they accept a debit card statement since my daughter does not have a bank account. Again, a check with the supervisor. Yes, that would be fine, I was told. I sent it to them and checked in a few days. They confirmed that they had XXXX and it was adequate. All this took time and XXXX XXXX translates to lost ( stolen XXXX money for me. This kind of thing went on and on month after month. 

Finally after a couple more years of this nonsense, they made an offer that was MORE THAN DOUBLE what XXXX had offered me and DOUBLEmy original payment.THIS IS SUPPOSED TO BE XXXX IN DISTRESS, NOT CAUSE MORE DISTRESS! I was XXXX XXXX so high because of all the charges that were incurred ( while the bank deliberately stalled around at my expense ). No way could this be construed as just.I also read that it came out in court cases thatformer employees of some of these banks admitted to getting bonus pay for dragging out the modification process in this manner. 

And no way could I afford it XXXX double my original payment!!! XXXX. I XXXX  XXXX a program for people in CT that would be exactly what I needed. Why was I not informed about this program on day XXXX by either my attorney or the court mediation program ( that turns out I was paying for all this time unbeknownst to me XXXX? I had no idea about CHAFA or I would have jumped on it right away -- years ago. 

The court moderator said I might not XXXX the expenses incurred, because I had been in moderation for so long, were so high. XXXX said, it might work and if I am denied she would appeal it for me. I repeat, why was not knowledge of this program made available to me from the beginning, before I was yanked around? 

I was denied XXXX XXXX XXXX it as she said she would. I was led to believe that these people were paid a salary to help those of us that are in need and helpless. I was dropped cold. 

I was then told that I could get a reverse mortgage even though I was in foreclosure. I was unaware that this was a possibility. Why was n't I informed of this option sooner? I decided toapply fora reverse mortgage, but because of the foreclosure expenses XXXX  upall my equity ( stolen money from XXXX the circumstances ), the house lacked equity to qualify. It was a lost cause, just more unnecessary expenses. 

So my {$250000.00} mortgage has now become a debt of nearly {$500000.00} all while I sat here complying with everything they asked me to do over and over and over again for nearly XXXX years. And they act as if it is my fault it took so long.That unfair accusation is horrible, too. That people look at meas ifI planned all this stalling around using up my equity. To XXXX : " Something is rotten in the state of XXXX '', XXXX  XXXX this whole mortgage modification XXXX. 

XXXX a rule that requires themto get back to you in XXXX days with an answer. They ask XXXX up front and do not play theselife XXXX banks play. The banks should have had the same XXXX to XXXX they accepted the bail out. Obviously, it is do-able if it works with CHAFA. And if XXXX comply, no fees should beallowed to be XXXX the homeowner ( beyond the XXXX days XXXX to XXXX XXXX or well XXXX believe that the banks would comply! And there is no doubt that the process would be accomplished in XXXX. Clearly the banks do not want that. 

To make matters worse, in the beginning, as I was in process of getting back on my feet, I tried to make payments to the bank and the payments were refused. I was told that XXXX go through the XXXX I been told about XXXX from the beginning or even if I were able to implement the first modification that was offered me from XXXX, I would now have a reverse mortgage and be able to live the remainder of my life. That is all I asked. I only want what has been mine for 39 years.The bank is stealing my house, stole my ( equity XXXX money of nearly, {$250000.00}, caused undue stress that adversely affected my health and well being.There is nothing left for me now. And to add insult to injury, I was forced to help fund them through the bailout and enable all this through my tax dollars. The equity was my future as I have no pension, XXXX or IRA accounts. Having been a full time Mom my whole adult life, my social security is meager and not sustainable. The house is what I got from the divorce settlement, and it would be adequate if it were not being stolen from me. The Bank is being allowed to steal more than just my house. 

The bank needs to be sued and made accountable for all monies they stole from me ( equity ) as well as all the stress and suffering they caused that was due XXXX  taking money through outright fraud. This is an outrageous injustice! 

I know that I am not alone in this. There are thousands and thousands of us all over the country. XXXX and XXXX dedicated to this mortgage modification fraud program are numerous as people cry out and beg for help to achieve justice from the banks. We the people deserve a complete halt on all foreclosures until a full investigation into the fraud program is complete and justice is served. Is that too much to ask for? 

Please help us!

Company response to consumer: Closed with explanation