Consumer complaint received 2015-12-04
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX, I requested a loan modification because of XXXX hardships. XXXX hardship, XX/XX/XXXX, my ex-husband lost his job and was unable to pay child support. As a single mother of an 8 year old, I was able to manage my finances for XXXX yrs. XXXX, XXXX after the recession. To help balance the budget, my employer authorized a XXXX+ % pay cut across the board with no warning. I exhausted my savings to make up the difference. I tried to be proactive and contacted NationStar ( loan purchased from XXXX XXXX XXXX ) 2 months prior to exhausting my savings. XX/XX/XXXX, I started the process for a loan modification. I submitted all requested documents and was assigned a Customer Service Rep ( CSR ), who assured me that I submitted all required documentation and indicated a response would take 45 business days. To no avail, I tried to contact my assigned CSR. I left numerous messages. None of my calls were returned until 6 months later, from an Automated Messaging System stating that additional info was needed. I tried to contact the CSR to confirm exactly what was needed. 1 month later, I called and spoke with a different rep who reviewed my file, told me what was missing, and said it takes more than 30 days for an answer. In the meantime, I was told to send paystubs/bank statements every pay period/month to keep my file up-to-date. I did this for over 6 months. Then was told that too much time had lapsed and that I would need to reapply. I provided all of the documentation again, awaiting a response, and continuing to send the updated info. At no time was I instructed to continue making my monthly payments. So, based on the past modification with XXXX ( original lender ), which I was told not to make payments until the new payment structure was issued. While waiting for approval, my CSR changed 5 times and I never spoke with any of them. The XXXX reps never explained why my modification was denied. XX/XX/XXXX, because of reduced income, I did not make my HOA payments. The HOA filed a case with the courts for non-payment. At that time, I retained Attorney XXXX XXXX to assist me with the overwhelming process. XX/XX/XXXX, I was served court documents stating that the mtg company was filing suit for non-payment. Attorney XXXX opined he would ask the courts to merge the XXXX cases together, with the expectation that the HOA would settle XXXX and then arrangements could be made with NationStar to refinance. The other option offered me was to file Chapter XXXX Bankruptcy so that I could get a 'forced ' modification and keep my house. I agreed and had him prepare the paperwork. XX/XX/XXXX, Attorney XXXX instructed me to complete the XXXX online certifications that are required for filing bankruptcy. He stated that they only take 30 minutes and to provide him with the certificates that Monday ( XXXX/XXXX/XXXX ) morning for him to file the complete package with the courts. I was able to complete XXXX certification and then there was an issue with the website. I contacted the company Monday morning, got it resolved and completed the certifications and sent them to XXXX XXXX. At that time, XXXX XXXX told me that he was going to pull the file and refile because he did not have all of the documentation ready since he was in court most of that day. As a result, the bank is foreclosing on my home. The bank has filed a Motion for Writ of Possession and the court date is scheduled for Tues, XX/XX/XXXX. I 'm terrified that I will have to move and displace my child in the middle of a school year. What is so upsetting is that I have been in a position to make the monthly mortgage payments. All I wanted was for them to move the back payments to the end of the loan and make me current. I believe this is so unfair when I have been asking NationStar to work with me since XX/XX/XXXX. Humbly requesting your assistance.

Company response to consumer: Closed with explanation