Consumer complaint received 2015-08-17
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I had filed for loss mitigation assistance in XX/XX/XXXX, and was approved based on the successful completion of my trial period payments. I then made my trial period payments from XX/XX/XXXX to XX/XX/XXXX. I was sent modification documents and advised that I had to sign and return these. This is the typical process. I called in and advised the company that the link that was sent to me would not open and would not allow for me to download the documents. This delayed the process. In XXXX, I asked for my daughter to get involved because she worked in loss mitigation at that time, and now works in bankruptcy, and is familiar with the processes, their timelines, and how to get things done from the creditor perspective. The documents were sent to her by a representative who identified herself as a supervisor on an escalated call, ( XXXX we later found out was a " team lead '', not a person in management ). After discussing the issues we had with my daughter, she advised she would resend the docs, and once received, would ensure that my modification would be boarded, as their had been an extension placed on my file allowing time for me to turn in the documents. The documents were notarized and sent via XXXX the following day. From XXXX until XXXX, several phone calls were made to follow up on the status of the my pending modification and each time, we were advised that the modification had not been boarded, to not make a payment on the account, but rather to " hang on '' to the funds until everything was updated to my account. I did as I was advised. My daughter became concerned and called to ask why the process was taking so long, as boarding an approved modification should not have this kind of delay. On XX/XX/XXXX she escalated the call to a supervisor in that department and was advised within XXXX XXXX hours that the modification had never been approved, and that it was denied on XX/XX/XXXX because the documents had not been received on time. At this point, she requested a review of the notation on the account as on many occasions, she was the one who called and spoke with representatives of the bankruptcy department. She was advised by this manager that on XX/XX/XXXX the modification package had been received, however, the deadline or extension to have them in ended on XX/XX/XXXX. On XX/XX/XXXX, we called and were advised the modification had not been booked. On XX/XX/XXXX and on XX/XX/XXXX, when she called, both times she was advised the modification was still pending and to have me wait until everything was boarded to resume payments. On XX/XX/XXXX, she was advised there was no sale date related to the foreclosure, and that the modification was still pending. Upon calling at the end of XXXX, and then finally getting answers on XX/XX/XXXX from the manager she had been speaking with, the only thing I was left with was the notice that I now had no modification, and I was even more past due than before. My daughter spoke at length with this manager with me on the phone, and after having Nationstar review the calls from XX/XX/XXXX to date, and reviewing the notes on my file, asked what options I had. The manager advised Nationstar would be willing to honor my modification if I brought the account current and covered XXXX monthly payments. When I called to make my payment we were unable to speak with the manager who had become our single point of contact and rather got a representative who assured us he had been with the company for five years and could assist. He quoted a figure different from what the manager had advised my daughter of and then stated he could validate the actual figure and have the manager follow up. Upon asking for something in writing stating if paid, the modification would be honored, we were advised that documentation stating this could not be provided. And now, XX/XX/XXXX, we have not received a follow up in this matter.

Company response to consumer: Closed with explanation