Consumer complaint received 2018-04-27
Company: NATIONSTAR MORTGAGE LLC
State: AZ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
After a couple of year or so of getting these mailing from a company called XXXX XXXX XXXX, on or about XX/XX/XXXX we decided to contact them about a home modification government program they claimed to have " New Programs have been put into place for home owners under the new XX/XX/XXXX guidelines '' we called their XXXX number and spoke to a case specialist by the name of XXXX  - she " explained '' how the process worked and said it may be free, or low cost depending on what government programs we qualified for. She emailed me and provided me with a web site- and phone number to contact her back ( XXXX  ) XXXX XXXX. They asked to speak with our lender and requested for them to fax over ( XXXX ) XXXX XXXX ) account summary- which the forward to us that same day. They provided us with a " form " to fill out pertaining to our financials- we did as requested and continued to ask about cost- and business license information with no answer. On XX/XX/XXXX we spoke to " an underwriter '' whom provided us with percentages and possible payments " best and worst case '' and a total cost for service in the amount of {$3700.00}, and suggested that we do not pay our mortgage allowing us to pay them in three installments, with a guarantee their request for modification would go thru. The call was handed over to XXXX and she made an phone appointment for Fri. XX/XX/XXXX, before ending the call we requested to have the business license information AGAIN, she said was surprised her manager XXXX had not provided said information. Friday came and went, on Monday I emailed XXXX  to confirm we could have our appointment that Monday morning and reminded her we MUST have the license information as well. We confirmed a XXXX call and at XXXX XXXX   via email she stated the following : " XXXX would be the one to have more information in regards to licensing, I already put in a request with upper management. Ill call you in a few minutes to review documents. " XXXX came and went no call no email. At XXXX XXXX  I emailed them asking what happened. They proceeded to ignore our communications and request for license. After three days XXXX   decided to call me to answer our email and stated I rather do it over the phone -we refused stated she needed to email us because that statement was concerning. Emailed both XXXX and XXXX stating the call confirmed the emails were being read- provided image of call log- a day latter XXXX  emailed and stated they were too busy to take us on as clients and that " At no point was anyone refusing anything " and " Please keep in mind that your previous message with direct accusations and would be something that would require us to respectfully terminate our relationship moving forward ''. Lied about calling us twice and refuse to communicate with one of us. Please see details below and emails attached with documentation.

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX   XXXX XXXX -Manager XXXX XXXX XXXX Case Specialist <XXXX> XXXX>

Company response to consumer: Closed with explanation