Consumer complaint received 2015-04-14
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC (LA)

Re : XXXX XXXX XXXX. 

To Whom it May Concern : I am writing this letter with hopes to clearly explain to you what has taken place with my current mortgage company. The events of concerns begin near the end XXXX of XXXX when I started the process to attempt to refinancing my mortgage loan understanding that I had a balloon note that would mature XXXX XXXX of XXXX, with that understanding I began communication with my current lender with the help of my son XXXX XXXX, around the XX/XX/XXXX I received from Nationstar Mortgage a letter title Declaration of Intent which I can provide to you. This document provided me with option on how I would like to move forward and proceed with my current mortgage. From the option given I selected that I would like to retain my home as my primary residence and that I elected to proceed with the terms they would set out as described in my balloon note rider. This letter was then sent back to them by certified mail and stamped received in their mail room on XXXX XXXX, XXXX. For the next 6 weeks I continue to call them for answers so that my loan or decision regarding my loan would be made prior to the maturity date of XXXX XXXX, XXXX. I left messages and emails repeatedly with no response coming from NationStar Mortgage. My son was able speak with several managers who ask the he resend all the documents directly to them since the XXXX document sent could not be found he then sent them the documents again on XXXX different occasions along with the proof from the postal service that the original document had been received on XXXX XXXX, XXXX. Each manager he spoke stop returning his calls and emails as did my calls go unreturned as well. XXXX XXXX came and on the XXXX of XXXX I attempted to make my mortgage payment as usual online and my payment would not go through I then begin trying to make the payment almost daily and to this very day the payments are not accepted. In XXXX of XXXX we finally got a response from NationStar but they still were not acknowledging or addressing the declaration of Intent Document nor explaining what happened that I never got a timely response. The young lady I spoke to said she would look into it again and call me back within few days, a few days went by and I did not get a response. I attempted to call her at the number she provided over and over again with no response finally near the end of XXXX someone at Nationstar recommended to my son to apply for loan modification so we did and was told in XXXX that the modification was denied due to missing information so we completed the package again and sent it in with all required documentation by the end of XXXX XXXX we were told the modification was denied again due to my housing Ratio being below 28 %. Throughout this entire process I have tried to make payments by mail and online continuously but to no avail. I would get statements stating to pay the past due amount so I would mail it in with the letter and they have been sent back to my address. 
My husband and I have owned our land since XXXX and raised our children and grandchildren here. In XXXX we purchased the doublewide manufactured home to replace previous home on our property. We have always paid our mortgage on time. I lost my husband in XXXX of XXXX to his battle with XXXX and I promised him on his death bed that I would never let anything happen to our home and I would be sure to get it paid off. I have not done anything wrong here, I have never refuse to make a payment or miss a payment. My situation is not from my unwillingness to pay my mortgage but from a refusal to accept my payment and the failure by my mortgage company to respond to me in timely manner. I trusted that the people holding my mortgage would do the right thing knowing that I tried to communicate with them long before my maturity date and help provide me with a solution but that