Consumer complaint received 2018-09-19
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC (FL)

XX/XX/XXXX - I contacted Mr. Cooper and spoke to a friendly woman who seemed concerned about the situation and confirmed that Mr. Cooper does have a disaster assistance plan in place that I qualified for. She stated that I would be granted a three ( 3 ) month grace period of not making any mortgage payment and that those payments, although would not disappear, would be tacked on to the end of my mortgage. Since I had already paid my XX/XX/XXXX payment, Id be able to skip XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and my next payment would be my regular mortgage payment due XX/XX/XXXX. We spoke at length on 2 separate occasions as I wanted to be completely sure I understood. I agreed to these terms and she stated she would send me an email outlining the disaster assistance plan, which she did, and that there was nothing more I needed to do. 

XX/XX/XXXX - I contacted Mr. Copper and spoke to a gentleman because I had received a statement saying I owed a past due balance and I didnt understand why. I explained to him that I was in the middle of the disaster assistance plan and that I should not owe a payment until XX/XX/XXXX. He checked my account and confirmed my statements. He stated the statement was sent in error and it appeared, our computer system hadnt caught up yet, is why I had received the inaccurate statement and to give it some time. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I contacted Mr. Cooper again. I was getting concerned because I was still receiving statements saying I owed a past due balance and I thought it had been more than enough time for the computer to catch up. I spoke to a gentleman who gave me some very confusing information. He claimed the disaster assistance plan I was describing did not exist. I was baffled and told him to review my account that I definitely signed up for this back in XX/XX/XXXX. He continued with his claim that there was no such thing. He told me the only way to correct the situation now would be to modify my mortgage. I was upset, I told him that I did not want to modify my mortgage and there that had to be a manager there that could give me more accurate information. He ignored my requests to speak to a manager and proceeded to say he will send me the info for a modification. 

XX/XX/XXXX-XX/XX/XXXX - Left several messages for my dedicated loan specialist, never received a call back. 

XX/XX/XXXX - Received a call from Mr. Copper. Spoke to a female who clearly appeared to be a bill collector. Even though I explained my story and that this was a situation that I was currently trying to resolve, she requested payment. I requested to speak to a manager several times, until she finally agreed. I was put on hold for 10 mins, she came back to the line and told me to hold longer, after holding for an additional 10 mins, the call was disconnected. I never spoke to a manager. 

XX/XX/XXXX - Received a call from Mr. Cooper. Spoke to a gentleman who states that he saw that I was requesting a modification. I told him that was absolutely false. I again, explained the situation and was growing increasingly upset that nothing was being done. Id spoken to several associates at Mr. Cooper and Ive been given multiple contradicting responses and that I wanted straight answers and a resolution. He began to research my account and for the 1st time since the beginning of this ordeal, 7 month later, I was told there was some kind of computer glitch with my disaster assistance application, and it was never completed. I was beyond upset that in all the phone calls and different people I spoke too, I was NEVER told this. I had no idea that there was ever a problem with my disaster assistance application, and I received NO notification from Mr. Copper in regards to this. He assured me that this could be corrected ( although he didnt explain how ) and that he was going to put some stuff in the computer that would fix this situation. 

XX/XX/XXXX - Received a call from another Mr. Cooper rep, this gentleman was again a bill collector. I explained my situation again, but told him the last man I spoke to vowed to fix it. He told me, upon reviewing my account, that the my disaster assistance application had been rejected because something was not done correctly on their end with the application. I told him that was fine and dandy but none of this was my fault and that Mr. Cooper needed to correct this error, not me. He tried to enroll me in a repayment plan where Id have to pay extra money on top of my regular payment for six ( 6 ) months in order to cover the 3 payments missed while I was supposed to be enrolled in the disaster assistance plan. I explained to him that this was absurd. None of this was my fault and I was completely unaware there was even a problem. Even when I called and inquired about the past due balance I was never told there was a problem with my disaster assistance plan. I explained to him that something that was supposed to be a helpful initiative from Mr. Cooper was turning into a disaster itself. My credit score has been inappropriately negatively affected by this whole misunderstanding, which subsequently caused an increase in my credit card interest rates and Mr. Cooper has yet to assume any responsibility of their mistake. Up until this, Ive never had any problems with missed payments and have held up to my terms of the loan agreement. As a corporation they have a responsibility to do right by its customers, if a problem occurred on their behalf, then they need to correct it, not me. I feel like they believe they can bully me into fixing this situation by not addressing the real issue and just having bill collectors constantly contacting me for repayment, and continuing to make bad remarks on my credit score. He then made the recommendation that I contact the research department in writing to launch an official investigation, which I did. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I made my regular monthly payment, as agreed. 

XX/XX/XXXX - I received a letter from Mr. Cooper stating that they reviewed my account and they confirmed that an error occurred in the disaster forbearance plan and it was not finalized back in XX/XX/XXXX. The letter goes on the state that the forbearance plan allow customers to pay a reduced payment for a three month, and then full reinstatement was expected at the end. This was not what was discussed with me in my original phone conversation, nor was I ever made aware at any time in the last seven months that there was a problem with my application in the disaster forbearance plan. The letter also states that they confirmed that no negative payment history was reported to my credit bureau between XX/XX/XXXX and XX/XX/XXXX. But at the time when I called I was already paid through XX/XX/XXXX. I have subsequently found out that they did report that I was delinquent on my account for 60 days. The letter states that since I am not interested in the loan modification my only options are to pay the total delinquent amount in full or to enroll in a repayment plan in order to pay the amount over time period. 

XX/XX/XXXX - I received a call from Mr. Cooper telling me, congratulations youve been approved for your loan modification. I was upset I told him I never applied for a loan modification. They insisted on giving me the details of the loan modification even though I continue to tell them that that was not something that I agreed too. 

XX/XX/XXXX - I called Mr. Cooper and spoke with XXXX, the person whose name was on the letter I received and inquired as to why they were calling me saying I was approved for a loan modification that I never applied for. She basically told me that this was the only way to resolve the problem and not be in jeopardy of losing my home. I felt helpless, I felt like I was being bullied into a situation that I did not want. But it I did not want to lose my home so I reluctantly agreed to a loan modification. 

XX/XX/XXXX - I made my first trial payment towards my loan modification. 

XX/XX/XXXX - Still feeling uneasy about the entire situation I contacted another mortgage company in an attempt to find out what options I had to get away from Mr. Cooper entirely. I inquired about it and HARP l still feeling uneasy about the entire situation I contacted another mortgage company in attempt to find out what options I had to get away from Mr. Cooper entirely. I inquired about it and HARP loan. The representative I spoke to pulled my credit report and saying I did not qualify for that type of loan because Mr. Cooper had reported that was delinquent on my account to my credit bureau. Even though since the beginning of this ordeal I never missed one single payment. 

XX/XX/XXXX - I left a message for XXXX in regards to the in accuracy is on her letter and the negative payment history that was falsely reported to my credit bureau. Did not receive a call back. I left a message for XXXX in regards to the in accuracy on her letter and the negative payment history that was falsely reported to my credit bureau. Did not receive a call back. 

XX/XX/XXXX - I left another message for XXXX requesting a callback. Still havent received a callback.