Consumer complaint received 2016-04-06
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We started a modification process with Nationstar Mortgage in XXXX of 2015. They informed us that we had to get approval and then we had to go through a trial period until they would complete the paperwork for the new modified payment. They did n't mention until much later that during our trial period we would report as late but as soon as the refinance went through, it would be zero ' d out as long as the trial period payments were made on time. It took over a month but finally we were approved for our trial payment. We made our trial payments on time. We still received collection calls during that time but after a few minutes trying to explain and argue with the agents the light bulb would go off and they would apologize for calling. We watched our credit score drop even further during this trial but just hoped that once the modification was complete, would bounce quickly. We have worked very hard to build up our credit after being victim to the mortgage crisis years ago. Finally 3 months were up. It took us trying to call several times to find out the next steps. Finally they said paperwork was being sent out. A week passed and we never received the paperwork so more calls were made. Finally someone called us back saying that the paperwork was mailed but that they would email it. A few days after we received the email, the overnight package with the paperwork arrived on our door with a postmark of a few days before. We scrounged up our witnesses and scheduled time we did n't have ( I had just given birth XXXX ) and went to a bank were they could notarize the paperwork. Paperwork was sent back through fax. We waited several weeks and attempted to make contact with Nationstar again. Several messages later, we finally received a callback and found out there was a document missing. Even though we refaxed it, something was still wrong with the paperwork and we had to start all over again. We took more time out, had witnesses take time out of their day and start the process over, that was XXXX XXXX. We fedex 'd the paperwork back to them, with the holidays and all the craziness of having newborn twins, time got away from us but I really thought our paperwork had gone through. In XXXX, we received notification that our modification was completed. Finally an end to this craziness ; I thought. The end of XXXX I review my credit report after receiving a letter that a line of credit was being cancelled due to new delinquency and it shows me 8 months past due with Nationstar, several were 120 days. I submitted a claim to dispute through the credit bureaus, which they fought. Again, we started the process of trying to contact a person from Nationstar. Once we were even hung up on because they were having system issues. Finally we got ahold of someone and was told that once again something was n't right with our paperwork and it had to be redone and that is why it was still reflecting so far past due ( even though I have continued to make my payments on time every month ). This is the only account showing delinquent on my credit report. I want all negative credit marks removed now and I do n't want any additional work from us to complete the modification on our mortgage. Because of this, I have been delayed on starting any process of selling my home to purchase XXXX closer to family to help out with my baby twins. I also recommend that Nationstar look into their contact procedures and how they can effectively keep customers updated with changes or needs from them. This has gone on long enough and our credit and time has been effected enough. Nationstar is in violation of FCRA and UDAAP regulations.

Company response to consumer: Closed with explanation