Consumer complaint received 2018-07-13
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received a benefit award from the Keep Your Home California Program in XX/XX/XXXX. The award was for {$50000.00} to reduce the principal balance on my mortgage and to reduce the monthly mortgage payment to enable me to keep my home with a more affordable monthly mortgage payment. I am a retired, single, XXXX American woman, senior citizen ( XXXX years old ) and have adopted and am raising my XXXX ( XXXX years old ). I have been in my home for the past 12 years with no prior mortgage issues or problems and the home has been in the family ( my Mother was the original owner ) since it was first built in XXXX. My objective is to maintain a safe and secure home environment for my granddaughter and myself which is the reason I applied for and was granted the benefit from Keep Your XXXX California. 
There are two mortgage companies involved in this scam of not providing the totality of my award XXXX XXXX XXXX ( Original Mortgage ) XXXX. XXXX XXXX XXXX, New Jersey Account Number XXXX Mr. Cooper ( New Mortgage ) XXXX XXXX XXXX XXXX XXXX, TX XXXX Loan Number XXXX On XX/XX/XXXX I was notified by Keep Your Home California that the {$50000.00} Benefits had been sent on my behalf to XXXX XXXX XXXX ( copy of notification included in attachments ) and within a few days I would receive documents relating to the principal reduction and the new lower mortgage payment. I waited patiently for this information but never received it. Instead I received on or about XX/XX/XXXX a statement dated XX/XX/XXXX which showed the receipt and distribution of the {$50000.00} but NO REDUCTION IN THE AMOUNT OF THE MONTHLY PAYMENT ( copy of statement included in attachments ). I immediately called XXXX to find out what was going on it was at that time I was informed of two things.

1. My loan was being transferred to another company 2. They did not bother to do a recast of my monthly payment ( this is an exact quote ) and the new company would have to do it.

I find it extremely suspect that immediately after receiving $ XXXX in cash and making no effort to recast the monthly payment on my mortgage the loan was transferred. Obviously if they had the time to take the money they should have completed the whole process prior to the transfer, or transfer both the money and the loan to the new company, this reeks of shady if not illegal business practices. 
I contacted the Mr. Cooper around XX/XX/XXXX and inquired as to when they would be doing the recast of my monthly payment. At that initial contact they could not help me as the loan transfer was not effective until XX/XX/XXXX and they would not receive any of the loan information until after XX/XX/XXXX. I waited until after XX/XX/XXXX and have been in constant communication ( all initiated by me ) with Mr. Cooper representatives during the entire month of XXXX regarding the lower monthly payment which is included in the award I received. Following is a diary if my communication with Mr. Cooper regarding the recast and when it would be done and applied to my mortgage payment. Fortunately all the calls were made via my cell phone and are memorialized in the phone logs. But a summary of dates and the person I spoke with follows : XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX XXXX XXXX ),  XX/XX/XXXX ( XXXX, Escalation XXXX ), XX/XX/XXXX ( XXXX XXXX, XX/XX/XXXX ( XXXX XXXX, Escalation XXXX XXXX XXXX ), XX/XX/XXXX ( XXXX ) XX/XX/XXXX ( XXXX XXXX, Escalation Specialist XXXX XXXX ) and XX/XX/XXXX ( XXXX XXXX ). Not to mention the numerous times I called the two escalation Specialist, left a message and did not receive a return call. 
It was on XX/XX/XXXX that I was informed by XXXX that the recast pf my mortgage payment was denied and the reason was that my loan was not current I was flabbergasted. Mind you my loan was current for the month of XXXX and the only reason I had made no payment is due to the fact that I was waiting for and communicating with Mr. Cooper to ascertain the lower mortgage payment which is part of my original award. I find it highly suspect that I was strung along for an entire month so the company could use this as an excuse to not honor the terms of my benefit award. This is underhanded and completely unconscionable, wrong and taking complete advantage of a consumer and the award they were granted.

Company response to consumer: Closed with explanation