Consumer complaint received 2017-01-24
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX sold the servicing of my Mortgage to Nationstar Mortgage in XXXX XXXX I recall. I rec 'd a lettter from them telling me my loan was delinquent by 2 mos. This was the first correspondence I received from them and my loan was not delinquent as I had been making my payments to B of A. The amount of arrears was {$4500.00} for XXXX and XXXX XXXX. I have attached a copy of my payment history. I did n't know my loan servicing was transferred and when I was made aware of this I immediately made two payments of {$2200.00} ( XXXX/XXXX/XXXX and XXXX/XXXX/XXXX ) for the XXXX and XXXX Payment. I had recently been discharged from the hospital XXXX therefore I had been working on obtaining a Keep your Home California Loan which I received approval. ( for 12 months later extended to 18 mos. of principal, interest, taxes and insurance ). During this process I went down 4 months ( XXXX XXXX XXXX and XXXX XXXX ). The purpose of the Keep your Home California loan was to assist homeowners with bringing their mortgage loan current, provide assistance with monthly payments consisting of principal, interest, taxes and insurance incl. mandatory, and at the end of the program the consumer was to be able to continue making the payments on their own and the loan forgiven after 3 years provided the property remained a primary residence. Nationstar Mortgage began accepting funds distributed from my loan with KYHC on XXXX/XXXX/XXXX continuing on until XXXX/XXXX/XXXX ( the date I was to start making the payments on my own ). My loan was to be brought current with these funds and remain current until the date that I took back making the payments myself. On XXXX/XXXX/XXXX I went into Nationstar 's system to make my first payment on my own of {$2200.00} ( principal, interest, taxes and insurance ). Much to my surprise the amount due on my statement to re-instate my loan was {$17000.00}. I had received a letter in XXXX XXXX from Nationstar stating their error to disregard foreclosure notice ( attached ). I was under the impression that my loan was current, that distributions from my loan I took with KYHC had been forwarded to my lender on a regular basis which was reflected on my payment history ( attached ). I immediately got on the phone with Nationstar Mortgage to talk with them about this error and to alert them that the system was locked and would not accept any payment from me. These attempts to speak with someone, anyone, over at Nationstar Mortgage went on for 9 months. The first person I spoke to in the foreclosure department because that 's where my loan had been referred to because according to their system my loan was in default, XXXX XXXX instructed me to not attempt to make any payments because the system would not accept anything from me other than the {$17000.00} which was an error. After months and months of trying desperately to have this corrected and never able to reach the same person I had spoken to again, I received notice in the mail that my loan had been referred for trustee sale and that I would be notified of a sale date of my property. I then contacted KYHC to inform them of what had happened. I explained that after all the effort put forth to get approved by them to save my home of 18 years that the program failed me and that I was being referred to trustee sale ( XXXX ). They informed me that I had been approved for an extension to 18 months and that Nationstar Mortgage refused payment from them. So with that said it was all too late. They never corrected the payment amount to {$2200.00} from {$17000.00}. 9 mos went by Nationstar continuing to instruct me to not attempt a payment until they corrected their system to reflect the correct amount. I never received any assistance from anyone and was forced to distressed sale now homeless

Company response to consumer: Closed with explanation