Consumer complaint received 2018-02-06
Company: NATIONSTAR MORTGAGE LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had my mortgage loan with XXXX XXXX XXXX. In XX/XX/XXXX I applied for a modification, I received paperwork in the mail in XX/XX/XXXX that I was approved for the modification and review it, sign it and send it back. The first week ofXX/XX/XXXX I received a letter from Nationstar that they bought my loan from XXXX XXXX XXXX. This was done without notice to me before the transfer. As a consumer I should have been notified before this transfer. Considering the XXXX had to testify in front of congress for illegal heavy penalties for non-compliance with documentation including modification, foreclosure and loan serving to their borrowers. When I received the letter stating Nationstar bought my loan, I called Nationstar and spoke to a Customer Service Rep. I stated that I was just approved for a modification with my previous servicer ; I asked them are they going to honor that modification. I was told they would check into it, because they were not aware of the modification from XXXX XXXX XXXX. I was told to continuing making the monthly payment while Nationstar investigate the modification. InXX/XX/XXXX I finally received a response from Nationstar, they told me they would honor XXXX XXXX XXXXs modification, but I would have to fill modification paperwork for Nationstar. I was sent the paperwork in XX/XX/XXXX along with my payment forXX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX. I filled out the Nationstar modification paperwork and sent them back in XX/XX/XXXX. From that point on its been a nightmare. I called Nationstar question why they sent my payments back, I was told that they couldnt receive payment during the modification process. It took 3 months for the modification process to be done. I received a letter stating I was denied the modification. ( Nationstar is required to honor the modification from XXXX XXXX XXXX ) emails, but was unable to speak to a true Manager. Finally I got thru and spoke to a supervisor and I was told that what I owe out and what I have coming in didnt work, that why I was denied. I needed {$710.00} more income. I told them that my finance XXXX with me and I could submit her income. So again I was sent more paperwork to fill out. I sent the paperwork back, waiting to hear from them. Finally I received paperwork that I was still denied for the modification with my fianc income. I tried contacting Nationstar again and was getting nowhere again. Nationstar customer service is terrible, they are not on top of this, and they dont response to faxes, emails or voicemails in a timing matter. They are much unorganized! At this point its been 2 years going thru XXXX with Nationstar . I came home from work inXX/XX/XXXXto find a Sheriff Sale poster on my door. I called Nationstar right away and of course didnt get anywhere ; finally I got a response and was told to stop the sale I would have to do another modification. I explained why do I have to do that, when I was told at the time you bought my loan Nationstar would honor XXXX XXXX XXXX  modification that I was approved. This doesnt make sense and is very wrong. In the meantime I getting charge left and right for legal document processing, this is ridiculous. So again they sent me modification paperwork for me to fill out. I sent that back to them, they stopped the sheriff sale. Waited for a response on the modification, again I was denied. I went back and forth with them on the Modification from XXXX XXXX XXXX that they should of honor. In the beginning of XX/XX/XXXXI found out that the money I was putting in the bank for my mortgage, my wife at the time was stealing it. Due to I was working 60-70 hours a week and she didnt work, I gave full responsibility financially to put the mortgage payment in the separate account and pay the bills with the other account. She spent most of the mortgage money. I thru her out immediately and filed for divorce. I had to pay her {$50000.00}, she got of got more from me. I was and still are devastated over her stealing my money and having to pay her that money. My divorce was final inXX/XX/XXXX. I had to borrow money off my mom, because I didnt have it all. Im still trying to recover from it. In the meantime I still am going back and forth with Nationstar trying to resolve the issue. When I finally get a hold of Nationstar they told me Im out of options with them and that I should check into help programs thru the state. I started investigating programs. I received letters in the mail from lawyers and companies to help me save my home. So I decided to check into a company called XXXX XXXX XXXX. I had a Sheriff Sale poster on my door againXX/XX/XXXX I decided to hire them. I had to pay {$3300.00} to XXXX XXXX XXXX, they suggested I file for bankruptcy, but not go totally thru with it, which I did the day of the sale ( XX/XX/XXXX ) that was the only way I was able to stop the sheriff sale and save my home. I had to spend money I really didnt have. Which I should have not had to do that, due to Nationstar told me from the very beginning that they would honor XXXX XXXX XXXX modification which I was approved for. From XX/XX/XXXX to XX/XX/XXXXXXXX XXXX XXXX was working with Nationstar and me to resolve the issue, so I can start paying my mortgage. The result/outcome of XXXX XXXX XXXX working with Nationstar was to do another modification, so again I had to fill out modification paperwork XXXX XXXX XXXX   submitted it to Nationstar. In waiting for the modification process, I received another Sheriff Sale poster for XX/XX/XXXX sale. XXXX XXXX XXXX  contacted me that I need my XX/XX/XXXXtaxes, which they didnt tell me at the time I filled out the modification paperwork. I contacted the IRS and got theXX/XX/XXXX taxes. As soon as I got them I faxed them to XXXX XXXX XXXX, they sat on the XX/XX/XXXXtaxes paperwork and didnt get it to Nationstar in time, which resulted in me having to file for bankruptcy again onXX/XX/XXXX the day of the sale so I didnt lose my home. At this point Nationstar processed the modification and I was denied again. XXXX XXXX XXXX told me they will contact Nationstar and continue to fight for me. I received paperwork in the mail that Nationstar changed their name to Mr. Cooper. I let XXXX XXXX XXXX about the name change. I tried contacting Mr. Cooper in regards to my loan to discuss my options, due to I was denied again for the modification. They suggested to do an appeal, so they sent me paperwork on how to do that. I submitted an appeal in XX/XX/XXXX. I was told by XXXX XXXX XXXX   that the foreclosure was put on hold ( that was XXXX ). I received a letter stating that they did receive my appeal and that I should be contacting byXX/XX/XXXX. I received a letter from Mr. Cooper with my options, which none of them I can do. So now Im really getting scared and frustrated that Im going to lose my home I worked so hard to get. Know Im having problems with XXXX XXXX XXXX, they are not responding to me emails, faxes and voicemails. I will put a complaint to CFPB about XXXX XXXX XXXX. The last time I had any contact with XXXX XXXX XXXX wasXX/XX/XXXX. InXX/XX/XXXXI received paperwork that my house is in Sheriff Sale again on XX/XX/XXXX. I did some research about free credit counseling thru the state, so I schedule an appointment for the end of XX/XX/XXXX. The advice they gave me, I cant afford to do. So Im at a standstill with a little over a month before my home gets sold wThis has been going on too long. I can afford my monthly mortgage payments. I want my loan to be escalated, Im tired of getting the run a around from Nationstar now Mr. Cooper and XXXX XXXX XXXX. I want a normal life back, payment my monthly mortgage and bills on time, continuing working for goals. Im so stressed out over this 4 year nightware with this company that I had no decision for them to buy my loan from XXXX XXXX XXXX!!! I dont understand how this issue is still going on, when from the very beginning when Nationstar bought my loan from XXXX XXXX XXXX, they told me they were going to honor the modification from XXXX XXXX XXXX, which I was approved thru them. I want to stop the Sheriff Sale and avoid foreclosure!!! In my investigating help to save my home, because obviously Nationstar/Mr. Cooper doesnt care I lose my home. They dont want to work with me. I have been fighting for my home and still am. I came across a program thru the state ( Homeowner Assistance Program/Home Preservation ) they have a program ( Repayment Plan ) I believe I will qualify for. Im submitted an application tomorrow morning. Hoping and Praying I get approved for it. I thank you for reading my complaint and pray Nationstar/Mr. Cooper do the right thing!

I just want to start fresh with Nationstar/Mr. Cooper. I want Nationstar/Mr. Cooper to take off the fees and charges I have been charge for since this all began. Put want I owe now on the back of the loan. And start paying my monthly mortgage in XX/XX/XXXX

Company response to consumer: Closed with explanation