Consumer complaint received 2018-04-10
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX Mortgage Loan " Home Affordable Modification Program ( HAMP ) Agreement '' in place since, XX/XX/XXXX was Transferred to MR. COOPER AKA NATIONSTAR on, XX/XX/XXXX.

Ive contacted MR. COOPER AKA NATIONSTAR a Total of 27 XS ( between Calls ; the MESSAGE CENTER ; EMAIL 'S ; FAXES & US MAIL with, EVERY one of these Contacts Ive SUBMITTED OVER 80 Pages of DOCUMENTATION dating back to XX/XX/XXXX ) since, XX/XX/XXXX in ATTEMPTS to gain assistance d/t the MULTITUDE of PAYMENT REVERSALS/FEES CHARGED/ LATE CHARGES/ PROPERTY INSPECTION FEES ( My Account was PAID TO DATE on XX/XX/XXXX Nationstar Statement & by, XX/XX/XXXXMr. Cooper Statement Mr. Cooper had me listed with, Overdue Payment of {$1000.00} & were Assessing these Charges to My Account ) then, on XX/XX/XXXX with, no explanation they stopped taking my Monthly Payments that, have been AUTO-DEBITED since, XX/XX/XXXX. It was VERIFIED by, XXXX XXXX XXXX via a 3-way Call on XX/XX/XXXXbetween Myself, Nationstar/Mr. Cooper Customer Service Center & XXXX XXXX XXXX that, Nationstar/Mr. Cooper have been RECEIVING Payments on or about the XXXX of the Month with, NO PAYMENT REVERSALS on XXXX XXXX XXXX end ).

All I get in return from, Contacts made are MULTIPLE Letters/Emails stating They received my correspondence ; take all matters seriously & are in the process of reviewing concerns then, NOTHING IS DONE to CORRECT there Errors in Regards to my " On-Time '' Monthly Payments & there " FAILURE '' ( upon my Loan Transfer from, XXXX ) to Honor my Home Affordable Modification Program ( HAMP ) Agreement in which, I have had in place since, XX/XX/XXXX without ANY ISSUE 'S ( i.e. Late Payments, Threats of DEFAULT, etc.. ) as, EVERY PAYMENT was PAID " ON TIME '' by, AUTO DEBIT & I was RECEIVING the INCENTIVES for making these payments until, Mr. Cooper AKA Nationstar became involved with, there Unethical Business Practices ; " FAILURE '' to Respond to Inquiries/Correct Mistakes theyve made then, they INTENTIONALLY STOP taking my MONTHLY Payments as, Set-up by, Auto Debit & now are Threatening me with, DEFAULT! I've made by, U.S. Mail & Online all 4 Payments ( XX/XX/XXXX. ; XX/XX/XXXX. ; XX/XX/XXXX & XX/XX/XXXX ) since, they stopped by, Auto-Pay. I was Eligible & to receive an " XXXX {$5000.00} incentive in XX/XX/XXXX '' that, I completed Paperwork for with, XXXX  & MR. COOPER AKA NATIONSTAR are in possession of but, are now stating " Your loan exceeded 90 days past due. Therefore, you are no longer eligible to receive Pay for Performance incentives under the Making Home Affordable Modification Program '' which, I believe with, No doubt that, they intentional failed to respond to complaints since, XX/XX/XXXX & stopped my Auto-Pay to avoid my receipt of this {$5000.00} incentive.

I have NEVER missed a Payment since, having my Home Built in XX/XX/XXXX& the treatment I've received d/t there Unethical Business Practices since, XXXX   Mortgage Loan Transfer has been absolutely disgraceful.

Company response to consumer: Closed with explanation