Consumer complaint received 2017-04-13
Company: NATIONSTAR MORTGAGE LLC
State: AZ
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I was approved for a standard modification of my mortgage in XX/XX/XXXX. The Trial Payment Plan ( TPP ) stipulated that payments of {$1600.00} would be due in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
I paid {$1600.00} on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
( This is my second complaint against Nationstar Mortgage related to my mortgage modification. I learned in XX/XX/XXXX [ last month ] that my modification had been terminated for not making a payment, even though I had. Nationstar ultimately responded and said they had made a error in applying my XX/XX/XXXX TPP payment. As of XX/XX/XXXX, my TPP had been reactivated by Nationstar. ) Nationstar told me in a letter dated XX/XX/XXXX : " Once the XX/XX/XXXX trial payment is made the final loan modification documents will be sent to be reviewed, signed, and returned. '' That 's not at all what 's happened though, and I ca n't believe mere weeks have passed and now no customer service representative at Nationstar can give me a straightforward and consistent explanation of why Nationstar is not sending me the final loan modification documents. Every time I call, I get a different story, including some that are blatantly untrue based on Nationstar 's letters to me last month. 
Nationstar 's website now tells me that I owe {$5200.00} due on XX/XX/XXXX, even though I my TPP payments in XX/XX/XXXX AND XX/XX/XXXX ; that I made a partial payment, which never happened ; that my account is overdue ; and that I paid {$4700.00} on XX/XX/XXXX, which is not true. I paid {$1600.00}, just as the TPP specified. 
I spoke to a Nationstar representative in the loan-modification department two days ago. He told me the system showed I had paid all XXXX of my TPP payments and my account was marked as forbearance ended, which he explained meant I had successfully completed the TPP and that the website 's information was incorrect because it had n't been updated. He told me to give the system two days to self-correct and call back Wednesday ( today ) to make sure my documents were on the way. 
When I called today, I spoke to someone else in the loan-modification department. He was completely unhelpful. He told me my TPP was terminated in XX/XX/XXXX because my payment was reversed. This never happened, and the error Nationstar made in applying my payment to the TPP was for XX/XX/XXXX payment anyway. I told him he had his facts wrong, and he said he was going by what the system told him. ( Odd his colleague saw completely different facts in the same system just two days ago. ) I read him one of the letters Nationstar sent me in XX/XX/XXXX in which they acknowledged their error and confirmed that I was once again active in my TPP, with only XX/XX/XXXX payment pending before receiving my modification contract. He said he had no record of Nationstar acknowledging such facts to me so I emailed one of the letters to him ( XXXX ). He received my email with the letter attached and told me he 'd be submitting it for " escalation. '' I asked how long that would take, and he said at least two weeks but probably longer because the number of accounts submitted for escalation had risen considerably lately. 
The problem -- besides the obvious errors -- is that XX/XX/XXXX is nearly half-way over. My TPP is over this month, during which I am supposed to sign a modified contract for my mortgage. I do n't have time to wait two or more weeks before Nationstar takes action on my case. 
I REALLY need this modification because I ca n't afford what my mortgage payment would be without the modification.

Company response to consumer: Closed with explanation