Consumer complaint received 2018-10-18
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My Daddy, now deceased purchased a home under a 30-year VA Loan in XX/XX/XXXX for {$68000.00}. I live in this home. I was his court-appointed General Guardian and communicated with the mortgage servicers. After he passed away in XX/XX/XXXX, I struggled with the mortgage. There were plethora of servicers during this time and multiple loan modifications. 
> > XXXX XXXX & NationStar ( now Mr. Cooper ) was communicating with me prior to my Daddy 's death but outright refused, even once I received my Letters of Administration for my Daddy 's Estate. My phone number was the number on file and they would call me and would not talk to me. They started foreclosure process in XX/XX/XXXX and in XX/XX/XXXX. Though I had XXXX debt, I was forced to file bankruptcy in order to stop the sales. This entire span of time XXXX mortgage statements were mailed to me. 
> > This loan was subject to the Independent Foreclosure Review in XX/XX/XXXX and another year due to failing borrowers in the foreclosure process. I was mailed two checks from those lawsuits and never even cashed them. I have requested a review of billing several times and never received one completed request. I just filed a Qualified Written Request to Mr. Cooper and forwarded a copy to XXXX XXXX XXXX, XXXX when this XX/XX/XXXX Order to Sale resurfaced a few days ago. 
> > I received the Annual Tax and Interest Statement and it showed the Outstanding Mortgage principal of {$4700.00}. I requested a payoff in XX/XX/XXXX and it was {$14000.00}. I did not have the funds to payoff and continued to send payments in as I had since XX/XX/XXXX but to be honest the regularity ceased in the past 6 months. No statements still and no Default Letter. The Escrow would come periodically. Now I am being asked for {$27000.00} for REINSTATEMENT. 
> > I received about 5 letters on Monday informing me that I have a sale date, offering modification assistance to help stay in the house, repayment options from Mr. Cooper and XXXX XXXX  XXXX, that has represented the servicers for years. The letters showed reinstatement was {$27000.00}. I called in to Mr. Cooper and asked for a loan modification. I was denied. I could not understand why and the agent would not tell me. This did not sit well with me and I called back Tuesday and spoke with an agent in the loan modification department and told her that I needed help to stay in my family home, refinance or something considering the amount of equity in this home valued at {$100000.00} is way more than what they are attempting to foreclose for. The young lady said that all she could do was send me a PAYOFF. She advised that because my PRINCIPAL BALANCE was so LOW, there were no other OPTIONS. I learned that my PRINCIPAL BALANCE was {$670.00} and that FEES on the account to include Insurance and Taxes was {$27000.00}. She stated the mortgage was 36 payments behind and seemed to say think the account had not been paid in 3 years, which is not true. She forwarded a pay history per my request and the best I can tell is the monies were held in a suspense account because my payments were not being applied. At one point, it shows I owed $ 70K+ on an original note of $ XXXX from XX/XX/XXXX. 
> > > The fees I question because my grass was cut, while living in the home until I finally ran the guy off. Inspections were done 4-5 times a month, until the guy stopped coming after that last conversation of WHY. It was obvious that the home was occupied, children playing, cars in the driveway and me entering or coming out of the house. There are fees associated with this loan for the time Nationstar locked me and my XXXX minor children out of the house when we went to spend the night at a friend 's in town. I called in about this incident and apologized. The fees could be for XXXX XXXX  XXXX for filing the foreclosures when their client would not TALK to me which at the very least would have been needed in order to assist me the homeowner with a modification. Stopped escrow payments to taxes as well as XXXX Homeowners Insurance multiple times and force-placed insurance and sometimes coverage overlapped. 
> > > Yesterday, I called the VA Loan Center in XXXX and the assigned person informed me that the PRINCIPAL BALANCE is {$1000.00} and {$35000.00} in arrearages. I advised her of the total given to me the day previous and she stated there could be a difference. Mr. Cooper had advised the VA that they approved a LOAN MODIFICATION for me. The VA Loan Rep wondered why I had not keep this. I informed her that it never happened. I had not submitted a loan modification because the people had not been talking to me and did not think it was necessary. They never refused any payment, never sent a DEFAULT letter when my regular payments I had started sending lost regularity. 
> > > Right now I am where I have been previously except they now talk to me. I never sent my Letters of Administration in again ... so they could have TALKED to me the entire time ... Interesting. The only recourse should not be me filing bankruptcy to stop sale.

Company response to consumer: Closed with explanation