Consumer complaint received 2018-04-23
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: NATIONSTAR MORTGAGE LLC (CA)

Regarding complaint XXXX-XXXX My response is listed below XX/XX/2018 Nationstar Dba Mr. Cooper Customer Relations XXXX XXXX XXXX XXXX, TX XXXX Nationstar/Mr. Cooper : Your letter of response from Customer Relations Specialist, XXXX XXXX, is absolutely no help. Once again, it is just more rejections without any real reasons or direction. It is ANOTHER person not taking the time to understand the entire situation and quoting me policy and hoping I will just go away. 

I do not understand why it is relevant for Mrs. XXXX to request that I provide the names of the individuals we have dealt with in regard to the fact that I was TWICE told that my loan could be refinanced. Then both employees disappeared and supposedly no longer worked for the company. Mrs. XXXX could have taken the time to look at company records and if they were maintained, she would see the correspondence. I provided you with the time frame for both of the failed refinancing attempts. The lack of continuity of information and personnel at Mr. Cooper ( Then Nationstar ) has provided a convenient way for you to dismiss the facts of this matter that I have been calling and requesting assistance for the last several years. 

Once it was determined that refinancing wasnt an option, we tried a loan modification as suggested. We were again denied, but the stated reasons didnt apply to us and no one would explain why. That is when I filed my first complaint. Now we are being told that we dont qualify for the Flex Modification program since we do not live in the property AND our account is less than 60 days delinquent. Mr. Cooper was fully aware of this and attempted to qualify us for a loan modification program when they knew in ADVANCE that we had zero chance at being accepted. Why werent we educated or placed in a different loan modification program that doesnt require owner occupancy and/or being in default on your loan? Instead you spent months requesting documentation for a loan that had no chance of being approved according to your own statements. Mr. Cooper was well aware of the circumstances surrounding this matter, as I had been in communication with your company for what is now years, trying to get help. 

Mr. Cooper obviously has no incentive to refinance or modify our loan since we are current. Plus, the terms of the loan recently changed with the interest rate going up and principal repayment being added to the monthly payment. Mr. Cooper is now making even more money and providing me NO CUSTOMER SERVICE OR ASSISTANCE OF ANY KIND. 

Finally, Ms. XXXX states that we can always apply for a refinance. And if Mr. Cooper determines that the account is not eligible for a refinance option, and you are unable to maintain monthly payments, you may reapply for modification assistance. 
You wants us to just start this whole process all over again. This has been going on for years. How is this legal? The key part of her comment is if you are unable to maintain monthly payments. It seems that the only way to get any help is to stop making payments, which does nothing to help the lender, destroys our credit, and perpetuates the housing crisis. You are forcing me to become delinquent. 

Should I go through entire process again, there is no guarantee that we will be accepted, or even that anyone will provide clear information or direction in this matter. Why is that too much to ask for? 

FAIR RESOLUTION would consist of : A legitimate attempt to refinance or modify our loan. A single point of contact that understands the law that will provide clear direction. 


Sincerely, XXXX XXXX