Consumer complaint received 2017-07-17
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Lack of timely response to mortgage fees/late fees, refusal to respond In  XXXX , I lost my job and was unable to make my mortgage payment for several months. During this time, I applied for a loan modification to assist with my situation, but was denied. Even though my condominium never went into foreclosure, I am being charged fees as if it did. Within 6 months of losing my job, I secured another job and fully repaid any unpaid mortgage, while applying for a 2nd loan modification, which was subsequently also denied. I currently have a charge on my loan for legal fees and property inspections totaling {$960.00}.
In  XX/XX/XXXX , I wrote to them and asked that since I restored my account, have been a long standing loyal customer, and have never been delinquent again, that you extend good faith consideration in waiving the legal fees attached to my account. In  XX/XX/XXXX  I received a letter with a very generic response stating that the lender paid expense was valid, and would not be waived. In response I sent a detailed letter to them in XX/XX/XXXX  asked for further reconsideration.
On  XX/XX/XXXX , I received a letter acknowledging your receipt of my  XX/XX/XXXX  letter, stating I would receive a response in 30 days.
Since I did not receive any response, I sent an email follow-up on  XX/XX/XXXX , and heard nothing further.
On  XX/XX/XXXX , since I had still had not received a response to my  XX/XX/XXXX  letter, and it was well over 30 days, I called their customer service to follow-up. I spent over an hour on the phone with your representative, trying to figure out the status of my request and was told 1 ) that my account contact had been deactivated, so no one could send me anything in writing. And that I was sent a response to my letter via email in  XXXX . In checking later, I did receive a secured email, which I could not access. In my call, I explained to the rep, that I have never told you not to contact me. I merely stated that all contact should be from a live person to my phone number, and that no text messages or recorded automatic messages should be left on my phone as it belongs to my employer. All correspondence needs to be sent via air mail to my home address. She could not tell me why there was a no contact note on my account, and she assured that she removed this order, and requested a thorough response to be sent to me in regards to my letter of  XX/XX/XXXX .
On  XX/XX/XXXX , still having received no response from Nationstar, I contacted your customer service again. This time I spoke with  XXXX , and expressed my frustration with the process and not receiving the appropriate service or response. She advised that she would only be able to let the appropriate department know that I was re-requesting a response, but could not tell me when I might get one.
On  XX/XX/XXXX , I received a letter from Nationstar advising we respect your request that we stop corresponding with you, but we have important news to share. The information went on to advise about your name change.
WHAT IS GOING ON WITH YOUR COMPANY? WHAT IS THE PROBLEM? I have never told you to stop communicating with me, only asked that you communicate with me in a certain manner. PLEASE CORRECT THIS GRAVE MISTAKE IMMEDIATELY, AS IT IS CAUSING A MAJOR PROBLEM WITH THE CUSTOMER SERVICE FOR MY LOAN.
IT IS NOW OVER A YEAR SINCE I SENT MY ORIGINAL GOOD FAITH REQUEST TO YOU FOR YOU TO WAIVE FEES ON THIS ACCOUNT, AND IT SEEMS YOU DO NOT HAVE THE ABILITY OR THE APPROPRIATE PROCESS TO RESPOND IN A TIMELY MANNER VIA AIR MAIL. IT IS INTERESTING TO ME THAT MULTIPLE REQUESTS FOR AN ANSWER HAVE BEEN IGNORED, YET YOU ARE ABLE TO SEND ME DOCUMENTATION WHEN YOU CHANGE YOUR NAME. ISNT THAT CONTACTING ME????
As well as this demand for you to fix this problem immediately, and provide a detailed, thorough response to my request immediately. I DO NOT WANT AN EMAIL RESPONSE TO THIS MATTER AND REQUEST A WRITTEN RESPONSE.

Company response to consumer: Closed with explanation