Consumer complaint received 2018-02-09
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC (FL)

After Hurricane Irma I contacted my mortgage company Mr. Cooper aka NationStar. Because I was in a federally declared disaster area they agreed to let me not make 3 payments on my loan. I asked directly for the 3 payments to be applied to the end of my loan, as this is what I understood most mortgage companies were doing on behalf of their customers. I was told I had to do nothing, payments would be deferred, but to call in XX/XX/XXXX to let them know if 3 payments was enough or did I need to extend. If no extension needed they would set my account to resume payments for XX/XX/XXXX. 
I did call in XX/XX/XXXX and several times since. One excuse after another, oh I have a XXXX XXXX loan and THEY have to give approval for the deferred payments. I have not made my XX/XX/XXXX payment and now when I attempted to make my XX/XX/XXXX payment the website has disabled payments so I can not make a payment. I have called my loan service 'specialist ' several times and do not get a return call. Their website shows me as being approved for a loan modification and that modification paperwork will be sent to me. I did not modify my loan, I deferred payments due to disaster relief I was entitled to. I do not know what is going on with my mortgage and have a very NEGATIVE history with this company. They have lied to me many times since acquiring my loan several years ago. Almost costing me my home in XX/XX/XXXX. Their phone system is designed so that a customer CAN NOT break thru to speak to anyone, and if/when you do, clearly their staff is not trained and you get different answers to the same question from everyone you speak to. I just want my missed payments deferred to the end of my loan, not a modification ... .and I want to resume making my payments as agreed to in XX/XX/XXXX after Hurricane Irma. I  know for a fact other mortgage companies emailed their clients and said they needed to do NOTHING, payments were automatically deferred unless they didn't wish to do so. No paperwork, no drama, no frustration 5 months later trying to square things up. I HATE this mortgage company and find that they are a disgrace to the industry. I also HATE that a lender can sell off mortgages without getting permission from the borrower. Because this practice is allowed I am stuck with an unscrupulous mortgage company who would rather take my home than do their job. So with no one returning my calls, I have no idea what is happening with my mortgage? Will they modify and only apply 3 months, or will they apply 5 months since their website has disabled me being able to make payments? If they only apply 3 months, then they will show me past due for XX/XX/XXXX and XX/XX/XXXX and will they begin foreclosure, when it was them that have stalled the entire matter and won't answer my calls? I do not understand how a company is allowed to operate in such a manner. Oh, they changed their name to Mr. Cooper ... .to give a more friendly and neighborly impression ... .well, no name change would be needed if they knew what they were doing and didn't upset so many customers. And nothing has changed with the name change. They still work their hardest to avoid having any personal contact with their clients. Which leaves us in a very vulnerable position when you are talking about the biggest investment in ones life for most people. Please make this company be accountable to their customers. Please make them answer their phones, please make them train their employees ... ..