Consumer complaint received 2017-10-18
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have always had a problem getting hold of the assigned Dedicated Loan Specialist assigned to our Home Mortgage account first with Nation Star and after renamed Mr. Cooper. I  had XXXX XXXX at first with Nation Star, and I called him at least on eight occasions : XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX ; XXXX XXXX XXXX, and XXXX/XXXX/XXXX @ XXXX XXXX, he then called me on XXXX XXXX and asked that I send two months mortgage payments. I did, and applied for modification. I called on three occasions for status on my application, XXXX/XXXX/XXXX @ XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX, and on XXXX/XXXX/XXXX @ XXXX XXXX. On XXXX XXXX, XXXX XXXX called and asked that I send another two months payments and a modification package, again I did. This brought the total paid so far to about nine thousand dollars. Since then, no response, no word and no update on status, I have to call to find out that I was denied. 
I was assigned to a Special Point Of Contact ( SPOC )  personnel and her name XXXX XXXX. I have called again on four occasions, XXXX/XXXX/XXXX @ XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX XXXX XXXX, AND XXXX/XXXX/XXXX XXXX XXXX XXXX, unto date no calls or return calls from the SPOC personnel. 
On XXXX/XXXX/XXXX on or about XXXX XXXX, XXXX called from the collections Dept. at Mr. Cooper Mortgage Company and explained to him the efforts I have made in order to resolve me my mortgage issue. I advised him that it was temporary, but I would like to solve this issue once and for all, and I would like for him to help me the the right way. We agreed that I send {$4400.00} on the XXXX/XXXX/XXXX ( 2-months mortgage ), and to pay {$3300.00} for the next four months to get us back on track. He gave me his telephone number and asked that I call him today ( XXXX/XXXX/XXXX ) to make the payment, and promised to document or conversation. 
I called XXXX to make the payment today XXXX/XXXX/XXXX about XXXX XXXX XXXX, he did not answer. I called the main numberXXXX and spoke to XXXX ( ext:XXXX ), I told him the reason for my call, to make two months payments and and to comply with the payment arrangement made with XXXX. He reviewed my account and stated that my account in per-foreclosure as of today. I was surprised, I asked him why, when and what time. He again said it was in a pre-forclosure status and no time shown. I was shocked. It cant be, I explained to him my arrangement with XXXX and my conversation with XXXX, I told XXXX my arrangement with XXXX was to make two months payments today and I was calling to honor that agreement. He told me XXXX did not document the account as I stated, again I was shock, in my mind I prayed our conversation was recorded as promised. 
I called XXXX again, this time he answered and I introduced my self and told him I am calling to honor our agreement ' that is, to make the two months. He put me hold and when he came back he told me account is now on pre-forclosure status and I can no longer pay two months payments and I have to pay all the past due rent today. I told XXXX I do n't have all the money and that was not the arrangement we made. I asked him why he wants to treat me like this. He put me back on hold and never came back again, instead another debt collector came back on the phone name XXXX ( ext : XXXX ). 
Ran told me that XXXX documented I will make the payment on XXXX/XXXX/XXXX and not XXXX/XXXX/XXXX. That is not true, under oath XXXX will not lie and our conversation of XXXX/XXXX/XXXX was recorded and will prove that he misstated on this facts. Again, I stated that XXXX and I agreed on making the two months payment today XXXX/XXXX/XXXX, and that I am calling today to make this payment as I promised. He could not help me he concluded. 
I called again and this time XXXX ( ext:XXXX ) answered the phone, I explained to him as previously stated. He put me on hold for about ten minutes, he came on the line and told me he was trying to get a supervisor to hold on, he put me back on hold for another five minutes, and when he came back he said he passed my complaint on to a supervisor for review and the supervisor may or may not call me back.. He will not give me the name of the supervisor. It has five hours since that conversation, no supervisor or anyone has called me back.

Company response to consumer: Closed with explanation