Consumer complaint received 2018-08-22
Company: NATIONSTAR MORTGAGE LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I went to make my XXXX mortgage payment and noticed that it increased from {$1500.00} to {$2200.00}. I immediately called Mr. Cooper and asked them what happened as I've never missed a payment since I've had my loan which was a little over two years. They informed me my taxes had increased significantly. They were able to lower my payment from {$1500.00} to {$1800.00}. I was thankful but very concerned. I'm a single mom with XXXX small children and am on a very limited budget. On XX/XX/XXXX, I contacted the treasurer 's office and they informed me there was a huge mistake on their end. When I had refinanced my home earlier this year to remove my ex-husband 's name off the loan, they removed all the past taxes that I had previously made. The office wrote me a letter, signed it and told me to submit this to the mortgage company as this will be sufficient to adjust my payment. I called Mr. Cooper minutes later and informed them of this letter. I emailed it over to them within the hour. They told me my XXXX payment wouldn't be adjusted in time, but my XXXX payment definitely would be. I called every week after that and was repeatedly told it's being worked on and to call back at a later time. I received correspondence in the mail ( XXXX Review Board ) on XX/XX/XXXX and emailed it over to the same email address as the letter. On XX/XX/XXXX, I called and was told that nothing was done with my escrow account and they realized there was an error made on their end. They asked me to forward them the original email I had sent on XX/XX/XXXX to a different email address as the one I had sent it to was incorrect. They repeatedly apologized and told me to call back the following Wednesday for an update. I called back on XX/XX/XXXX to find out that they still hadn't worked on it and they were actually going to increase my payment by another {$30.00}. They were using the original numbers instead of the ones that I had sent over. They also told me that an estimated bill wasn't sufficient enough information and the XXXX Board of Review letter wasn't either. Their solution is for me to have my loan modified. I called again yesterday, XX/XX/XXXX, and again, this man agreed that something was definitely incorrect on their end and that it needed to be corrected as soon as possible, but since it was after business hours, we would have to wait to call the treasurer 's office today, XX/XX/XXXX. He assured me he would call me at XXXXXXXX XXXX ( EST ) and we would call the treasurer 's office together to get this straightened out. I contacted the treasurer 's office and let them know we would be calling at that time. I didn't receive the call that was promised. I called them at XXXX today and asked for this employee and even gave them his id number only to find out he doesn't work today. After I found that out, I spoke to yet another person that assured me that she would call me back with a response by XXXX XXXX ( EST ) today. She called me at XXXX XXXX ( EST ) to tell me it's being worked on. I am supposed to receive an update at XXXX XXXX  ( EST ) tomorrow, XX/XX/XXXX, however, I have completely lost hope and confidence in this company. I have told them I am struggling and that I can not afford this. They have no empathy as they have not admitted to any errors or inconveniences on their part. I need this corrected as soon as possible to put this entire situation to rest. At this point, I need to contact a lawyer to get this situated as they are unwilling to work with me or even listen to me. The treasurer 's office and I are making time to figure this out, but Mr. Cooper isn't.

Company response to consumer: Closed with explanation