Consumer complaint received 2017-05-22
Company: NATIONSTAR MORTGAGE LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX   XXXX ,  XXXX  I was late paying and fell behind in my mortgag e (   XXXX  ).   The last payment had been made in  XXXX ,  XXXX . My household income had been affected due to my sons, a contributor, underemployment. I had recently completed a 3 month trial perio d (   XXXX ,  XXXX ,  XXXX   ) f or a modification.   In  XXXX , my finances stabilized when my son found full time employment.   When I attempted to bring my account current in  XXXX , I could not access my online account, which was how I usually made my payments.   I calle  d Nationstar and was told that I could not access my account and they would not accept my payments because they had started foreclosure procedures because I was ten months behind.
Explaining that I was only two m  onths behind ( missing  XXXX  and  XXXX   ), they informed me that after my three month modification trail,   which I paid, the final paperwork were never signed.   I then explained that I never received those papers, although I continued to make payments.   In a previous phone conversation with Nationstar, I called to question why the balance on my statement was so high, even though I had been making my monthly payments. I was told because the final paperwork was never signed ; the payments were not reflected nor applied to my account.   I actually had requested them, explaining I didnt receive them by mail.  ( Attaching  my email request ) I was told that they mailed them to me twice. I asked them to be email it to me. She told me they didnt email those kinds of documents, but she did ask if I wanted her to email the last  two  documents that were mailed and those I had received to me. I told her yes.   During that last phone call, I asked what I needed to do to avoid foreclosure, and was told I had to re-apply for a modification.   After submitting all of my paperwork, which was delayed because a contributors package was not included in the original application they emailed to me, my request for the modification was rejected.   Not understanding why, I called them to get an explanation. They said due to the additional charges, they could not offer me a lower payment plan based on my household income.   My household income is from my  XXXX  and my sons salary, combined. In the contributor paperwork package, he had to submit his paystubs. I had to submit my bank statements. If they deduced that my household income is not adequate because of what they see as my income to debt income, and lack of deposits, it is because he will pay some bills out of pocket as opposed to making a bank deposit. In recovering from our income loss, all finances would not be reflected on my bank account statements.   Our combined income is enough to maintain monthly mortgage payments. My original payments were {$1300.00}. During the trial period, I paid {$1300.00} for  three months ( ov erpayment ). In  XXXX  I paid {$1200.00}, the modified payment.     ( 2 ) The bottom line is, I will never be able to pay the now over {$17000.00} to bring my balance up to date and not lose my home. That amount continues to increase.   Had they accepted my payments in  XXXX  my account would have been up to date.   If it was a matter of a signature, why couldnt they email the papers to me? They said they mailed them. I told them I did not receive them. If they were sent, why would I not sign and return them? I received the request for I can not lose my home. I have nowhere else to go. I am  XXXX   years old  and on  XXXX .   After unsuccessfully trying to find employment, I am starting my own business to insure my future financial independence.   I have been working with HOPE hotline and have applied for assistance from the Hardest Hit program and am waiting for the results.   I am also reaching out to my councilman.   Is there something you can do to help me?     Sincerely,  XXXX   XXXX   XXXX  / Nationstar account # -  XXXX    XXXX   XXXX   XXXX  .,  XXXX , NJ  XXXX   XXXX  /  XXXX  XXXX  XXXX

Company response to consumer: Closed with explanation