Consumer complaint received 2018-02-09
Company: NATIONSTAR MORTGAGE LLC
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I purchased my home in XX/XX/2011. Since then, my mortgage has been sold, transferred, or otherwise changed hands between no less than five entities or companies, with each one progressively being worse than the last. My current mortgage company is Nationstar dba Mr. Cooper. ( I am unsure as to whether they were bought, incorporated, or just changed their name thinking the multitudes of people whom they've abused and harassed might be XXXX   enough not to know the difference. ) I have had some troubles recently making my mortgage payments on time, though I always pay when I can and have done everything in my power to let Mr. Cooper know of my situation and to explore my options. Unfortunately, Mr. Cooper makes it extremely difficult to get any answers, options, or help in any way unless it concerns getting money from me. My problems have ranged from continually being locked out of the online system to being harassed multiple times a day when I am late, and even before I am late beyond the actual late payment date on occasion. I have asked them, told them, and demanded that they cease with these harassing phone calls, I have asked to be transferred to a mortgage specialist, and I have inquired time and time again for some sort of help in following the proper channels to find the assistance I need to stay ahead with my mortgage, but I always end up back with the collection department, talking to yet another outsourced agent reading from the same script in broken English that at its best is only partially translatable, more often though almost impossible to understand. These agents show obvious signs that they have trouble translating my responses as well, as often times they respond by re-reading the same parts of the same script over and over again and usually not answering my questions at all. 

My payment is considered late after the XX/XX/XXXX of the month, but most months the harassing calls begin on the first of the month, and will continue over and over, day after day, sometimes five or more times a day, even if I answer the call and try to make some sort of arrangements. I have told the callers to stop calling me until my payment is actually officially late, to which I get a response along the lines of " we're sorry, please contact us when you're able to pay, '' and then I get another call usually within the next 12 hours completely oblivious to the previous call. I have had agents tell me they don't care about my struggles or problems and that I needed to figure out how to pay them or my problems are going to get worse, I have had agents leave aggressive and somewhat threatening voicemails, and overall I have been treated like a criminal far more often than like a customer. I would NEVER choose to do business with this company, but I am currently unable to get away from them now and they are doing everything in their power to ensure that continues. 

I have tried on multiple occasions to make partial payments, or pay as I am able, but Mr. Cooper refuses to take partial payments, or if they do accept them, have some crazy system of applying the money to interest or principal or escrow that still results in my payment not being made in entirety and showing as late in their systems. They will report to the credit bureaus within a week of a missed payment, but sometimes it takes as much as 3-6 months for them to report that my account is current. As you can imagine, my credit rating has been effectively destroyed by this, leaving me with few options to consolidate or re-negotiate my debts in a way that would allow me to get ahead. I have over $ XXXX worth of equity in my home, but I am unable to do anything with it because of the current rules concerning late payments and refinancing, but Mr. Cooper has bent over backwards to ensure that I am unable to get caught up and stay there. 

This company, and many others like it, need to be held accountable for their behaviors! I am a hard working American homeowner doing everything in my power to keep my home, and this company is using outsourced call centers and cultural ignorance to harass and belittle me, while making it extremely difficult to maintain my mortgage and credit score.

Company response to consumer: Closed with explanation