Consumer complaint received 2018-06-06
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC (TX)

On Thursday XX/XX/XXXX I was contacted by a CS agent from Mr. Cooper. The person called told me her name was XXXX calling out of XXXX, the exchange starting with XXXX- She express congratulations on our mortgage modifications. Please note the only way to complete the modification according to Mr.Cooper/Nations Star besides complete the trial payments was to pay XX/XX/XXXX and XXXX ( which we did with two separate payments ) one cashier 's check, the other personal check which was cashed/cleared. Both payments were sent via XXXX. Although the person called to express congratulations on the modification she said she was calling to ask if we were behind on any Home Owner Association dues. I gave her the information, Then she told me she was calling about our XX/XX/XXXX payment. I nearly loss it, because these were already sent and we are attempting to move forward. First she stated she could not find any payments we made, then she said she did find it and stated we owed more. After about 15 minutes, she said there is {$110.00} missing and she would put in a request to see what happened to {$110.00}, but she found the two payments. Then she said she could take a payment for XXXX, so I gave her our bank information. The next day I called the number she gave me and said it was her direct line. I called the number and the number was Mr. Cooper but not assign to anyone. Additionally when I called back and spoke to another person she said WE OWED FOR XXXXXXXX,  at this point I hate we have gotten into this type of mortgage with such confusing transactions and inexperienced customer service people who may not have the proper knowledge and abilities when speaking to homeowners on mortgage payments, escrow, taxes and basic customer service. I ended the call and called someone else who again claimed we owed for XX/XX/XXXX. I move the money from my bank account that would have paid XXXX XXXX mortgage because I was told it was for XXXX when I know it should be for XX/XX/XXXX. Afterwards I received repeating emails that our mortgage payment was received numerous times. These are unlimited indications this mortgage company is disconnected and does not know what CS agents are doing in XXXX  versus what those in XXXX are doing ... .several agents swore they knew what they were doing although they could not find the payments I spoke of that was for XXXX and XXXX. I received a letter about a surplus in escrow but would go toward past due payments if the account was not in good standing, the agent told me there was not a surplus because XX/XX/XXXX was not received. These are the types of experiences which makes excuses for them unacceptable. There is still a fact of the XXXX  male called to harass me that I better take the modification then said I decline and the modification was rejected. Even after the recent called congratulating us on the modification, those that I have spoke to within the last two days mentioned the modification was rejected. The person reading this for CFPB it is my hope that you will give further instructions for consumers when mortgage companies like this exist!!!!!!