Consumer complaint received 2015-11-03
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
For over two years Nationstar Mortgage has denied me the opportunity to apply for the FHA Short Refinance Program as outlined in U.S. Department of Housing and Urban Development, Mortgage Letter XXXX, dated XXXX XXXX XXXX XXXX ( attachment XXXX ). This program allows responsible homeowners with negative e equity an opportunity to refinance their homes. This program is for CONVENTIONAL LOANS to refinance into an affordable FHA LOAN. This program has been extended by the FHA to end on XXXX XXXX XXXX, ( attachment XXXX email from HUD ) Nationstar Mortgage has continually placed barriers in my attempts to apply to this program. 
1 ) XXXX XXXX, XXXX. Nationstar would not provide me the name of my lender so I sent a certified letter to Nationstar to request my Lender information in writing. Nationstar responded with in correct contact information for XXXX XXXX. ( attachment XXXX ) 2 ) XXXX XXXX, XXXX. After numerous phone calls and emails I received an email from XXXX XXXX at Nationstar with contact information ( attachment XXXX ) ; however, when I called the number and spoke with XXXX XXXX customer service agent, they had no idea what I was talking about. 
3 ) XXXX XXXX, XXXX. I wrote XXXX XXXX and they responded back and XXXX XXXX would contact Nationstar to " give me every consideration allowed by their respective Servicing Agreement ''. ( attachment XXXX ) 4 ) XXXX XXXX, XXXX. I requested a FHA Short Refinance short pay and submitted to Nationstar to send to my XXXX XXXX. ( attachment XXXX ) 5 ) XXXX XXXX, XXXX. Nationstar would not respond via telephone calls or emails so I wrote a " Qualified Written Request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ) for a response to my FHA Short Refinance request. ( attach XXXX ) 6 ) XXXX XXXX, XXXX. Nationstar responded that they did not consider my FHA Short Refinance application because I was " Transition to a Modification '' which is not true ; I was NEVER in a loan modification transition with Nationstar. ( attachment XXXX ) 7 ) XXXX XXXX, XXXX. I provided Nationstar additional FHA Short Refinance information and Nationstar responded back to me stating in a letter dated XXXX XXXX, XXXX stating, " Please be advised in regrets to applying for a Federal Housing Administration Mortgage ( FHA ) Short Refinance, due to your loan is a Conventional Loan and not a FHA Loan you would not qualify for this program ''. Nationstar was incorrect again with their response and did not read the HUD Mortgage Letter XXXX. ( attachment XXXX ) 8 ) XXXX XXXX, XXXX. Nationstar responded to me after I resent the FHA Short Refinance guidelines, " Our records indicate you were incorrectly advised you did not qualify for the FHA Short Refinance due to the loan being a conventional loan. Please be advised, Nationstar only participates in the program if FHA identifies the loan as a loan they would like us to contact and discuss with the borrower. '' Once again Nationstar vacillates between its responses to deny my participation in the FHA Short Refinance program. ( attachmentXXXX ) 9 ) XXXX XXXX, XXXX. Email from my Nationstar Dedicated Loan Specialist, XXXX XXXX stated, " As for the FHA short refi program, it is for FHA loans, which this loan is not. The loan would have to have been originated on XXXX/XXXX/XXXX and closed on or before XXXX/XXXX/XXXX. This loan was originated on XXXX. Please visit HUD.GOV for further ( attachment XXXX ) In closing, I have clearly documented my attempts with Naitonstar Mortgage on Refinance Solutions for my mortgage and have been blocked by this Mortgage Servicer from providing accurate, timely, assistance. I am requesting that Nationstar be held accountable to my request for a FHA Short Refinance. 

Sincerely, XXXX, CA XXXX

Company response to consumer: Closed with explanation