Consumer complaint received 2018-07-13
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am in the throes of a loan modification I started in XX/XX/2018 a financial decision I made after the untimely death of my husband. I have lost his income, and my savings paying his medical bills. I am experiencing regular rate increases on my adjustable mortgage as well as increases with my utility bills, taxes, insurance, gasoline, pretty much everything I have experienced alarmingly poor follow-up, lost documentation that I emailed up to 3 times, non-answers to my questions over the phone, no response to emails I sent, assurances that someone will call me back and no one EVER does AND the re-assignment of now 4 DEDICATED Loan Specialists (??!! ). How can a loan specialist be considered dedicated when they are assigned to someone elses file every few weeks? I decided to do some research on Mr. Cooper ( formerly Nationstar Mortgage ). What I discovered is beyond disturbing : Nationstar Mortgage was fined millions and millions of dollars for placing mortgage holders in unfair and deceptive mortgage modifications. The modifications were short-term, interest-only mortgages. The borrowers ability to repay was not considered throughout this process. After one or two years, the monthly payments ballooned to a dollar amount that was higher than what the borrower was originally paying when they defaulted. These modifications set borrowers up to fail and put them at heightened risk of foreclosure. 
After discovering these facts, I am outraged and scared to death. One would think that millions in fines and a good old fashioned Name Change from Nationstar Mortgage to Mr. Cooper, their service and programs would be drastically changed FIXED. 
Please see the following legal findings filed against Nationstar/Mr. Cooper, that would make any homeowner seriously mistrust their modification program has been rehabilitated to align with court orders. 
LEGAL FINDINGS : When borrowers filled out and returned the necessary forms, Nationstar failed to log, track and process those forms as required by law. Instead, borrowers faced massive delays, repetitive requests for modification paperwork, and were often denied loan modifications on the ground they failed to submit documentation which had indeed been submitted o I personally experienced these massive delays due to forms and my financial information being lost many times. Sometimes the documents would be found, but then they were considered expired and I had to send in more. How do you lose emailed documents? This went on for weeks. 
o In XX/XX/XXXX my modification was eventually placed in the Trial Period when youre now expected to make 3 consecutive mortgage payments over a 3 month period. I called in to discuss these payments and how the monthly amount was determined. No one could tell me. I asked if I was approved for a modification? No one could answer this question. No one. I have placed many phone calls to my various dedicated loan specialists who are never available and do not return my voice mail messages. 
o Friends and family who had been through this process started telling me their horror stories. Losing their home after going through with the modification due to the modification not being affordable. 
o In XX/XX/XXXX my internet page for my loan read : Please pay the following monthly amount starting in XX/XX/XXXX through XX/XX/2018 - {$2200.00}. I was preparing to pay the first trial payment in XX/XX/XXXX and discovered my file had been removed from the Trial Period and was placed back into Step One. I called to ask why I was placed back into Step one. No one could answer this question. One person actually told me I shouldnt have been able to see this information in the first place!?? I waited a few more days to regroup and low and behold I was placed back into Step two with the first payment now due in XX/XX/XXXX ( not XX/XX/XXXX ), and it was higher. {$2300.00}. AGAIN, I called to ask why did this all take place, why was the trial payment increased? I got a different answer from everyone I spoke to. Taxes & Insurance was added. Late payments were not figured in.. fees were not figured in I feel like people on the other end are winging it. Just making up answers. 
Nationstar Failed to stop foreclosures o I have received a certified letter from a collection agency who has asked me to furnish the name of any attorney that may be representing me. Why do I need an attorney? 
Failure to provide borrowers with a fair opportunity for a loan modification review o When I have asked to speak with an underwriter to find out HOW and WHEN they determine I am eligible for a modification and how do they arrive at the new payment amount, the term, rate, etc., I am told no one has worked that far into my file yet. I asked why did I have to send in all my financial information in the very beginning if they arent looking at this information? How on earth are they going to determine what my new payment will be? Please see the next complaint filed against Nationstar below The borrowers ability to repay was not considered throughout the modification process I suffer from complete and total anxiety every time I think about picking up the phone to ask a question from anyone that works for Mr. Cooper. I have nightmares that I am going to lose my home of 16 years. I have paid my mortgage in full and on time for many many years to Nationstar and now Mr. Cooper. To treat a homeowner and longtime customer like this is outrageous. 
I require answers to my questions. Complete answers from someone who cares and is knowledgeable. 
Please help me get the answers I need before I lose my sanity and possibly my home.

Company response to consumer: Closed with explanation