Consumer complaint received 2018-10-08
Company: NATIONSTAR MORTGAGE LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have had problems with Mr. Cooper ever since they were Nationstar and pretty much from the time my loan transferred over from XXXX  XXXX XXXX approximately 8 years ago. They never honored my due dates as promised according to what they were at XXXX. They returned payments back to me as I was entering the Loan Modification process, withdrew payments out of my account without my authorization as well as made up erroneous fees, when I overpaid instead of applying it towards the P & I and misapplied/lost my payments, to report it late and charge yet more fees. Little to none of these errors were ever corrected. All I received was the run around and numerous lies. I entered my first loan modification in XXXX when I was experiencing a decrease in pay and eventually a layoff. This process took forever, as it resulted in lost and missing documents on Nationstars part that had to be sent or faxed in numerous times, then I had to start the process over because the deadline passed. I dont how, when I was consistently submitting something on a weekly basis. Once the loan modification was in place, all was well for the first year and a half, until they did their so called escrow analysis when my payment went from around {$860.00} to almost {$1100.00}. Nationstar stated that my property taxes increased by over {$1600.00} a year. The fact is my taxes increased by approximately $ XXXX Then, they claimed I had a shortage. This was due to their calculation error, when they only factored a portion of the tax amount that they paid. For an entire year I went from customer service speaking with XXXX and XXXX, to escrow ( Ty ) to the tax department, then floor supervisors XXXX, XXXX, XXXX and loss mitigation ( XXXX, XXXX ) only to be told the same thing that my taxes went up {$1600.00}, or submit your tax statement and it will be researched and adjusted with a new analysis. Of course, these were just lies, as this went on from XX/XX/XXXX-XX/XX/XXXX. I eventually received temporary assistance for homeowners for 6 months. Once the assistance ended in the beginning of XX/XX/XXXX, I attempted to make payments, while still trying to get the mortgage amount adjusted. Once again when talking to XXXX? from escrow in XX/XX/XXXX/XX/XX/XXXX, she stated that the payment would be higher. I explained that I had just started working and had to take a significant pay cut and needed a lower payment, as it took an entire months pay to make the mortgage. Her advice was to remove the PMI insurance. How is this possible if the loan isnt paid down enough? If I had money to pay the loan down, I wouldnt need a lower payment. However, I continued to do my best with the mortgage. As Nationstar operated as Mr. Cooper and prided itself on excellent customer service, I explained the situation once again and received the same incompetence as I did from Nationstar, no one was understanding what I was saying and kept telling me that my taxes show the correct amount. ( you can change the name, but the same ineffective customer service remains ) At this point I dont know how many people or who I spoke to because not one of them knew the answer to anything!!! By XX/XX/XXXX, after I had incurred several unexpected expenses that took all or most of my pay. I once again entered a Loan Modification program and just like Dj vu  ; the website was not large enough to support the completed Uniform Borrower Assistance Form, even though I completed it on online, I had to submit another, when scanned, the system doesnt take forms that come in picture form, I submitted the same form 4 times. Then it was written statements, etc., etc. etc. The assigned Loan Specialist was of no use, never called, never took calls, never provided updates via e-mail or written correspondence. Every week I called in and was informed either by a rep or website with this document submitted you will have a lower payment in 5 days, or 1 week or 2 weeks. But every day, Mr. Cooper wanted another document as requested via mail, which would be a week before I would receive the request to see what I needed to submit, which in turn only prolonged the process. I have faxed documents on XX/XX/XXXX, XX/XX/XXXX, and XXXX not including what was uploaded in the system and re-submitted numerous times since late XX/XX/XXXX/Early XX/XX/XXXX. I have written letters and given repeated explanations. Had I not taken the initiative to follow up regularly, I would be clueless!!! When I did speak with other loan specialists throughout the entire month of XX/XX/XXXX from XXXX, to XXXX, XXXX?? I was told the last document submitted would be the final one when asked is there anything else needed? Additionally, I was told by a male rep, not to make a payment and by a female rep not to make partial payments on my mortgage until the modification was approved as the amount would change. As the last so-called documents were submitted on XX/XX/XXXX and I inquired about my account, of course no one had an answer. As I went to log in to submit my payment I was unable to do so on any link. When doing a phone payment, it referred me to the assigned Loan Specialist, XXXX that has never been available. When I called Mr. Cooper back and spoke with another rep, I was not given a reason as to why I could not pay online. On XX/XX/XXXX, I received written notification from Mr. Cooper dated XX/XX/XXXX requesting a Luxury Bill/Proof of Occupancy.???? I don't know what they specifically want, but if I'm responding to their correspondence, does not let them know I occupy the premises? Again, I have called in every week, at least once if not twice since this modification process started and NO ONE has mentioned this document. This is the nonsense that I have been enduring from Mr. Cooper. When I went back into my account on XX/XX/XXXX to check my account, I am still in Step 2 of the Loan Modification process, the same place that I have been in since the beginning of XX/XX/XXXX with a message printed not accepting payments. It appears to me that Mr. Cooper has procrastinated with this document- a- week nonsense to obviously drive my account to a pre-foreclosure status. If they did not want to do the modification they should have stated this in the beginning instead of wasting my time, especially if I expressed an interest in wanting to keep my home, this way I could have sought out other solutions that could have spared me this grief.

Company response to consumer: Closed with explanation