Consumer complaint received 2018-08-12
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My name is XXXX XXXX. My husband and I live in XXXX, Fl. and have since XX/XX/XXXX. We were in the direct path of hurricane Irma. We had a small tornado travel, quite literally, along the side of our property, taking out about 9 large trees. We called Mr. Cooper/ Nationstar in XX/XX/XXXX, and were told about the disaster deferment, where by they would simply roll three months payments to the end of our Mortgage note. ( We were seeing our principle drop by almost {$100.00} every month, when this began ) We accepted. In XX/XX/XXXX, we got a regular Mortgage billing statement, and having already almost lost our home over escrow the very year they purchased our mortgage, I panicked and we called in. We were told to disregard that notice, that we were in the deferment. We were told that the statement was computer generated, and just hadnt caught up yet. We were told the same thing In XX/XX/XXXX. In XX/XX/XXXX, we were told they wanted us to apply for a loan modification. I argued that we can afford our Mortgage payment of {$560.00}, which includes the insurance, not the taxes. We were told it is only a procedure for our lender, who needs to know exactly why we are three months behind. We have applied for this loan modification, and had to reapply, and had to submit all of my income and expenses, and I am not on the mortgage, but am on the deed, including the foster care income for having my grand daughters given to us to raise in XX/XX/XXXX. To date, we STILL do not have this modification, they are not, and have not reported our payments that we began making again, as scheduled, in XX/XX/XXXX, since XX/XX/XXXX. Our home is a permanently affixed XX/XX/XXXX XXXX, Refinancing it is near impossible. Selling it is equally difficult. Nationstar/MrCooper has offered NO assistance to Rehab, or replace, or refinance this home. What they Have let us know is that their options are as follows. Foreclosure, Deed in Lieu, where by we surrender the home and maybe they'll give us a little money to relocate, or short sale. We filed a complaint, they responded with that. We were told that they may be able to assist with relocation, if we are able to sell this home. Then told They cant do that because we are three months behind on our mortgage. Insult to Injury that they themselves caused.What I have learned is that due to their failure to report, it looks like we have not made any payment since XX/XX/XXXX. Making lenders leary to work with us. If the loan modification completes, we wont be able to qualify for a mortgage for over a year. And we are pretty much at their mercy. 
When they bought our mortgage, they doubled our mortgage payment from {$460.00} to {$760.00}, due to insurance. We fought for three months, it took a {$3000.00} loan from our newly widowed daughter to keep our home, then. 

On our current payment history per their web site, which I do have and can provide, they arent not putting any money to our principle. Meaning that to date, they have pocketed about $ XXXX of our money. Or more.

Company response to consumer: Closed with explanation