Consumer complaint received 2018-04-07
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, after hurricane Irma, I contacted Mr. Cooper to obtain an extension on my loan. My previous experience with and understanding of how loan extensions work is that usually several months payments are pushed to the end of the loan and the interest amount due is added to the principle balance, making those payments come due at loan maturity date. This was my understanding of what was going to transpire when I contacted Mr. Cooper and what the representative at Mr. Cooper led me to believe was going to take place if I met the terms of the agreement. I received a follow-up letter from Mr. Cooper dated XX/XX/XXXX approving my request and confirming our agreement. The letter states that the agreement begins on XX/XX/XXXX and that I am to pay XXXX dollars for the first 2 months, ( XX/XX/XXXX and XX/XX/XXXX ) and then {$250.00} per month for another 2 months ( XX/XX/XXXX and XX/XX/XXXX ). I met the terms of the agreement and made the required payments of {$500.00} on time as stated in this document. Then, inXX/XX/XXXX after this 4 month plan ended I began making my normal monthly payments on the loan. I made XX/XX/XXXX and XX/XX/XXXX but when I sent the XX/XX/XXXX payment in it was refused and refunded to my checking account. It was at this time that I started getting letters demanding the payments in full that I had skipped during the 4 months, and threatening to foreclose and they would not accept any more payments from me. In fact they rejected my XX/XX/XXXXpayment and returned it to my bank account. I have been assigned to numerous account representatives all of whom have been very unresponsive. I finally did speak to someone and was told there was a meeting in XX/XX/XXXX by the management, several months after Mr. Cooper had agreed to assist homeowners, and they had a change of heart on assisting any homeowner that was past due at the time the agreements were made. They also told my daughter the same thing when she called. So, several months after pulling all these homeowners into this forbearance agreement, they decided not to honor the agreements they had made with those homeowners who were past due at the time of offering assistance and that they were going to issue demands for payment of all the funds they had told those homeowners not to pay for 4 months. So, once they pulled them in, got them further behind by deceiving them with these agreements, they then decided to send demand letters and foreclose. These are deceptive, unethical and possibly illegal practices on the part of Mr. Cooper. How can they entice homeowners into not paying their mortgage payment, pulling them further into arrears, enough so that they had grounds for foreclosure? You cant make an agreement then decide several months later in a meeting that you are going to change the terms of those agreements after you led the mortgage holders to believe that they were being offered assistance. I would like Mr. Cooper to do what they told me they were going to do and extend those payments to the end of my loan. You may correspond with me or my daughter.

Company response to consumer: Closed with explanation