Consumer complaint received 2016-06-03
Company: NATIONSTAR MORTGAGE LLC
State: WI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I sent all my information to them. Then started trying to get a hold of XXXX XXXX Specialist. Like any normal person I would like to deal with one person who knows my case and knows what is going on. I left 7 messages and it took 3 weeks for her to leave me call me back to leave me a message to say call back and press XXXX to talk to the next representative that will help you. What kind of customer service is this. The assign a specialist to help me she never answers her phone and the pushes me off on others. So I call back to get another machine leave another message and thank her for her help let her know XXXX press call back and press XXXX but I am not happy. I call them back to find out they need me to refill out a form for my roommate, but the customer service tells me they will not except a letter from her saying that she lives with me or receipts saying she helps me with the house payment so I ca n't use her. She then ends with are you happy with this call. I tell her know so she puts someone else on the phone. I explain I have a roommate and she pays me XXXX that goes directly to the loan when she has it. He says oh it is not a problem we have a form she can fill out and she just has to send in her last years taxes and 2 weeks worth of check stubs this was a 45 min phone call to get this information. Then he emailed me nothing this was a Friday and Monday was a XXXX so I had to wait to contact them again. I told them to mail them to me this way I know I would get it. They do n't just email to your email you have to sign into some kind of email of theirs and then look for the documents they send and hope they do it correctly. I just want the paperwork not the hassle. How come I have to argue for so long with one person telling me no we ca n't do that to find out they can. I had the one person who knew what was going on at all times and could help me this would of all been do in XXXX before my house even went into foreclosure and I still have not received paperwork that my house is in foreclosure. No paper work on for-closer. Only an answering machine for XXXX XXXX out of the 10 to 12 messages I left some lady returned one call she said she was XXXX but was she? Or is that just a scam for you to call a number so you can dial XXXX for an customer service rep that deals with foreclosure? You try XXXX XXXX They told me I would get my paper work in 2 days its going on 4 days. They said all document are received in two days that it will not take any long. I made sure to ask so I got them before the weekend so the girl that lives with me could get all her stuff out on sat. that will not happen now because they lied again. Know I have to try the email way again. They say they hold partial payments that is not true. They have never excepted partial payment except for XXXX time it was a XXXX that was to go with the XXXX. I owed XXXX as a payment for XXXX. We kept trying to get them the XXXX my friend was trying to pay it. First she used her tax card she spent over an hour on the phone with them. To find out they would n't except it. Then she had to get a cashier check got it mailed out but had the wrong zip. So got me a new on XXXX XXXX I called Nation Star they said it was fine as long as they got it by the XXXX. As you can see they got it by the XXXX. That made me XXXX payments behind. Which was not do till the XXXX as you can see on my statement. I should of never went into foreclosure. I was calling communicating, and trying to make that payment since the XXXX of XXXX. Just like right know called to get forms emailed and told her about my forms not being her yet. The customer service lady just told me that I will not get them for XXXX to 7 days when I was told I would have them in to because all documents are delivered in XXXX. Then I had to argue for 10 min with her to get the correct forms she said she could n't see I needed them

Company response to consumer: Closed with explanation