Consumer complaint received 2016-04-10
Company: NATIONSTAR MORTGAGE LLC
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX we refinanced our Mortgage with Nationstar Mortgage LLC, it all starts with the Appraisal to which ( see attachments ) starts the deceptive and fraudulent acts connected to this mortgage.We first started the application on XXXX XXXX and the appraisal was on the XXXX XXXX, and on XXXX XXXX we left for vacation to XXXX XXXX, XXXX knowing that the the process will take 30 days + to completed.So on XXXX XXXX I receive a call from the Nationstar Mortgage loan officer and proceeds to tell me the file is complete and and the loan needs to be closed by the end of the week or the bank will not honor the deal and we would have to start the process over, as I made it clear that this will have to wait till we return from vacation to which I told the loan officer that I was not driving back to XXXX.He proceeded to tell me that if it is not done by XXXX XXXX then the bank is pulling out.So on XXXX XXXX I get a voicemail on my phone telling me that the paperwork was sent down to a closing /title agency and they will come to you, to which I returned the call to the loan officer only to get a voicemail and no return call back and on XXXX XXXX we were sitting on the beach and I get a call from the closing agent indicating she is in the lobby of the resort to close the loan with Nationstar Mortgage XXXX so we proceed up to the lobby to figure whats going on, we were told that the loan needs to be closed TODAY, again I place a call to the loan officer in regards to this again no answer, so we close the loan and we are left with nothing but the pen in our hands, no copies of paperwork nothing! So I call the loan officer again and no answer again, we return to XXXX on XXXX XXXX I proceed to drive to the Nationstar Mortgage XXXX office XXXX XXXX Va and they are closed up no office nothing, no contact info nothing, it took 3 years to get copies of the actual closing documents less the appraisal and Title company/closing contact info, to which I contacted Nationstar Mortgage for the next 5 years through numerous points of contact of Nationstar Mortgage-and I finally got someone new at Nationstar Mortgage and they copied and sent me the missing info we have requested numerous times in XXXX XXXX and we now find out that there is deceptive and fraudulent information on the appraisal inflating the cost of the home.In XXXX our home was worth ( XXXX assessments ) {$350000.00} and what we have discovered is that our home is XXXX sq ft and on the appraisal it is listed as XXXX sq ft, also says has a new kitchen ( 9 years old at this time ) also says has a finished XXXX floor /bedroom, it 's nothing but unfinished attic space, and the appraisal indicates that the home is worth {$420000.00} and all the comps that were compared ( XXXX of them ) square footage of these homes were from XXXX XXXX sq ft nothing even close to our home and all the comps were said to be appraised at {$420000.00} - {$430000.00} and the XXXX assessments on these comps are not even close to what they say they are worth-county assessments for the XXXX comps range from $ XXXX XXXX.This mortgage was already {$60000.00} underwater and to this day is still underwater from this deceptive and fraudulent act .THis is not only hurting us but the trustee/investors that funded the loan that they do not know what we have uncovered.We will be contacting the investors and will be retaining council to proceed on this matter.So now we have applied for a loan modification and 6 times at Nationstars request all denied based on they can not reduce our payment, I will not lose my home due to the this criminal act.The Appraisal company and Nationstars loan officer, Nationstar Mortgage and the title company ( out of business soon after closing ). 
We would like restitution on this matter by restructuring the loan based on the current value less {$100000.00} @ 2 % x 30years

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation