Consumer complaint received 2015-08-12
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
We have been trying to get a hold of Nationstar to assist us in foreclosure prevention. It has been most frustrating as everytime we call we are routed to the XXXX. We tried to reach the assigned dedicated specialist however he has not been available. The situation is that due to a severe hardship we fall behind, and when we called to get an amount to pay last month, we were told to pay approx {$27000.00}. Then a few weeks later it was approx $ 30K. Both a letter and the bank statement showed {$30000.00}. In addition when we spoke with one of the representative, XXXX XXXX, he advised that we continue to work on getting the amount in as soon as possible but try not to go over XX/XX/XXXX, as at the point it could go over to the attorney to set a date. Prior to it going to the attorneys, they could accept that amount. We have been calling since last week, and each time we called we received a different amount to pay. Yesterday after speaking with several representatives that are working out of the XXXX, we received different information, then when transferred to the US reps, we received still different information, and we were advised to call the attorney 's office - XXXX. We called the attorney 's office and Spoke with XXXX, she advised that she could not give us any amounts as that would have to come from Nationstar. It seems as if they are playing games as we are getting close to them setting the date of the sale. 

Since we were not getting any replies from anyone at Nationstar, we sent a payment of {$30000.00} based on the last statement showing {$30000.00} because we do not want our home to be foreclosed. The amount has now been received as I called the bank and the payment was confirmed, however, it is in a suspense account so it is still showing our account outstanding for the payments. This is most disturbing as the payment amount makes our payments current to XX/XX/XXXX with approx. another {$1400.00} extra. We believe they are taking advantage of the situation to set a sale and charge more money as they are now charging us {$37000.00}. Again, when we called the attorney 's office we were advised that publication of the XXXX had not been ordered by Nationstar as of yet and this was Yesterday XX/XX/XXXX. Today we were also advised that there was no sale date. Yet we are receiving notices that a XXXX/XXXX/15 sale date was set by Nationstar. 
In the past we have had issues with how they calculated insurance, a few times when we actually had insurance they force placed a policy and charged us over {$4000.00} for the year. In addition, our taxes were miscalculated and ended up paying more for our monthly mortgage payment. We did call them but it was not an easy or quick resolution. SO this latest stint of having them route us to representatives using Dialers where they ca n't transfer us per some agents to US Representatives is just a travesty when we are dealing with a very serious situation. Even when we told one of the representatives that we were going to file a complaint for their mistreatment of our account, she merely said, '' Ok, it is your choice ''. We do n't believe that having people who do n't care or understand the seriousness of these situations should be allowed to handle these types of accounts. We are not deadbeats as the bank makes us out to be. We too were victims of the dreadful recession which caused my company to transfer out of XXXX to XXXX. The dedicated specialists we had in the past were very helpful, however as of late, it has been very frustrating not being able to speak with someone with authority.

Company response to consumer: Closed with explanation