Consumer complaint received 2018-08-28
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This letter is to report the mortgage company named NationStar or Mr. Cooper for improper trade practice and failure to honor mortgage modification agreement/contract. 
My house was originally purchased in XX/XX/XXXX, and the mortgage loan later transferred to NationStar ( aka Mr. Cooper ) on XX/XX/XXXX. Due to loss of income and high expenses, I requested for the mortgage loan modification, which was approved. The approved package was received on XX/XX/XXXX with agreed 3 months trial period monthly payment of {$1700.00} from original monthly payment of {$2000.00}. 
Shortly before the trial period expired, I experienced further loss of income and called the mortgage company for further payment downward adjustment. I spoke to numerous Mr. Cooper representatives in regard to what could be done to lower the monthly payment and I was often told to file an appeal. I filed an appeal on XX/XX/XXXX. The appeal was later denied. 
I called Mr. Cooper after receiving the denial letter and asked what to do next. I was told to wait until after the XXXX of XX/XX/XXXX to resubmit another modification application because the current modification had to expire before I could resubmit another application. I did as instruct and submitted another modification in XXXX of XXXX. I was told by a Mr. Cooper representative that the original modification application and information would be used again to process the modification. I objected to that and explained to the Mr. Cooper representative that it did not sound right because my reason for reapplying was due to further loss in my income and the previous information would not reflect my current income status at the time. I questioned why the original information would be used again, but the representative insisted on using the original application again without allowing me to submit the status of my lowered income. 
On XX/XX/XXXX, the second modification application was submitted and was later denied. In the meantime, I was instructed by the representatives several times not to make any payment while my application for modification was under review. Each time I reached out to Mr. Cooper to ask for what help they could render, the options offered often include resubmitting a loss of income mitigation application, repayment, foreclosure or short sale. I resubmitted a loss of mitigation application again on XX/XX/XXXX and Called on XX/XX/XXXX to check on the status of the application, and I was told that it was denied again on XX/XX/XXXX, although I was not notified. After finding out that the Loss of Mitigation was denied again, my wife asked the Mr. Cooper representative on XX/XX/XXXX, what help the company can render to a home owner, avoiding us from losing our home. My wife asked what Mr. Cooper can do to avoid our family from losing our home and the Rep. told her, there is nothing they can do. 
Although a loan specialist was always assigned to me, but its always very difficult to speak to the specialist. I have been misinformed and misdirected by several Mr. Cooper Representatives regarding the modification applications. At this time, I have not received further information from the mortgage company. 
I have made complaints of mismanagement of our account to Mr. Coopers managers and they failed to properly investigate our complaints. They have put us in heightened risk of foreclosure because they are offering unfair and deceptive modifications. We have sort help with organization such as XXXX and they say that Mr. Cooper/Nationstar borrowers that come to them ALL have issues and complaints that are never addressed or resolved by Mr. Cooper representative.

Company response to consumer: Closed with explanation