Consumer complaint received 2018-05-08
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our mortgage was sold to Nationstar mid XX/XX/XXXX. At the time we had owed around 9k. My old company was bought out and I received XXXX. Immediately transferred The money only to later find out that are loan have been sold from XXXX XXXX XXXX to Nationstar. When we got documentation from Nationstar we were shown to be behind 9k. When I reached out to Nationstar they told me to apply for a loan modification. This was XX/XX/XXXX. Unfortunately I was laid off from my job XX/XX/XXXX. I called in to let Nationstar know and was quickly coached not to mention it fearing I would lose the modification I've been approved for. Needless to say XX/XX/XXXX we were a few months behind. I got a loan modification package quickly submitted the documents only to have them request more documents. The middle ofXX/XX/XXXX our local sheriff quietly brought us foreclosure notice. We were stressed out. I called in and was told again they needed more documentation. This went on from XX/XX/XXXX to XX/XX/XXXX them requesting more and more documents. Finally around the middle of XX/XX/XXXX I called one morning, as usual, to get a status on the modification. I was told I was approved for a loan modification and my package would be mailed out within the next two weeks, the representative went as far as to give me the estimates of my new monthly payment. Needless to say my wife and I were relieved. We paid some bills with the money we had saved and look for the package. About a week after that call I received a letter in the mail telling me I have been approved for a forbearance plan. But the forbearance was for twice the amount of my normal mortgage payment? I called in, and was immediately transferred to someone in the customer service department who informed me I didn't qualify for a loan modification, he also refused to look up the details and when is far to tell me that I shouldn't be living there if I can't afford it and that I didn't even have a forbearance plan? I got off the phone that day destroyed. We have three children and although we had some issues with our finances we were at Nationstar beckon call for anything they needed even if it was the same document they asked for the week before. So then the fight began. I started calling to figure out why my loan modification was gone. I took notes every day of the phone calls in the details. Some days it was like I've never would get a real answer and some days I would be lucky enough to get with a representative who would try to find out. Finally somebody tracked down the notes on my account verifying of the verbal loan modification from XX/XX/XXXX. She gave me customer service email. I submitted along documentation asking them to review only to be informed a week later that it must be a physical copy. I got in touch with my local housing and unfortunately received little to no help at all. I would receive loan modification packets and quickly send in the information only to be told I didn't qualify for a loan modification. Some Representatives informed me I had an FHA loan I spent a few days contacting FHA only to find out it was not an FHA loan. Some days I was told I did not qualify because I had recently had a modification. So I went back through my modification of XX/XX/XXXX. The document never mentioned only being able to do one loan modification. In fact I discovered that I had a Department of Agriculture loan which qualified to have more than one loan modification. I wrote letters I contacted different departments and was consistently told different things finally to be told I needed to register a complaint. In XX/XX/XXXX I was contacted by customer service and informed that my appeal was accepted account was being reconsidered for a loan modification and that I needed to send them some documents to finish out the process. Again my wife and I were excited after a long battle. A week later we were informed that we no longer qualify for a loan modification? And to top that off I was being told that there was no more forbearance plan??? And as far as the letter I had submitted I received a reply which had all of Mr Cooper /Nationstar replies without any of my input. But it was clear that whoever did the report did not research the notes in my account or listen to any of the calls I was told were recorded. The beginning of XX/XX/XXXXI randomly logged into my Mr Cooper account to find that I was in Step 2 of the 4 required for a loan modification???? I called and asked to which they said they needed the documentation when I questioned being the denied previously they told me something must have changed??? I can't even begin to explain to you but all of this took a toll on my family and I. Anyways, turned out we were denied for that loan modification that we never applied for but the letter for my forbearance plan magically appeared up on my account again. We were forced to sign a paper that doubled our mortgage {$3100.00} a month. This began in XX/XX/XXXX and we paid through XX/XX/XXXX. Only to find out that we were late and our payment had posted on the XXXX or XXXX of the month instead of the first. Which meant, are forbearance plan was cancelled. I can not even begin to tell you how many hours I've dedicated to answering all of their questions having them lie to me and having no power to do anything about it. I never threatened to sue or get an attorney Etc. So here we are XX/XX/XXXX and I'm in the middle of having to send pay stubs that I sent last week with a foreclosure date of XX/XX/XXXX. The sad part is XX/XX/XXXX we owed about {$7000.00} and Nationstar/Mr Cooper quickly said I qualify for a loan modification. I can't help but think if they had been honest with me at that moment we could have sucked it up borrowed the money from my parents and would have been in good standing. But I believed them, I believe when they told me I qualified, I believe when they told me they only needed a few documents, I believed when they told me I was approved in XX/XX/XXXX for a loan modification. But here we are here later facing a foreclosure and I have nothing I can do about it. Whatever happens to us, I know this is long but I wouldn't want anyone else to go through this.

Sincerely XXXX XXXX

Company response to consumer: Closed with explanation