Consumer complaint received 2018-05-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
We currently have a mortgage with Mr. Cooper formerly known as Nationstar. Nationstar acquired our mortgage from XXXX on XX/XX/XXXX. Prior to the transferred we were in an Unemployment Forbearance Plan with XXXX that was for six months. The plan started XX/XX/XXXX to end XX/XX/XXXX. Nationstar did not honor that plan when they took over our mortgage. At that time, we were 7 months behind on the mortgage due to unemployment. When Nationstar took over our mortgage they adjusted our past due balance from {$7100.00} that we owed XXXX to {$33000.00}. We reach out to Nationstar on XX/XX/XXXX via email requesting to speak to someone ASAP about our mortgage and was given the customer service number XXXX to call and speak to ANY representative. We did, and it was to no avail. Nationstar told me to call XXXX and when I called XXXX they told me to call Nationstar. We were very frustrated we were facing foreclosure, so we hired the services of XXXX XXXX XXXX on XX/XX/XXXX to assist us to prevent foreclosure on XX/XX/XXXX. They were not able to rectify the mortgage balance problem but, they were able to get us a pre-trial payment plan to avoid foreclosure. We continued to struggle to make our payments and reach out to the Nationstar to request a modification of our mortgage because of the high payments. We received a XXXX XXXX Modification in XX/XX/XXXX the new note balance was {$190000.00} with monthly payments of {$1000.00} interest rate of 4.625 % Interest Bearing Principal Balance maturity date of XX/XX/XXXX. Please bear in mind that my previous mortgage balance with XXXX was {$160000.00} monthly payments of {$1300.00} interest rate of 5.00 % and my mortgage was not Interest-Bearing Principal Balance. We did receive a lower payment- yes- but the interest bearing on the principal balance was not helping us any and there was not a significant change in the mortgage interest rate. We have been living in our house since XX/XX/XXXX, so we had already invested a lot of time, so foreclosure was not an option for us. We did everything in our power to make the payments and keep current, but it was very hard and watching the principal balance was heart breaking. We were facing foreclosure again on XX/XX/XXXX and we were able to come up with the money to reinstate the mortgage, so we reach out to Nationstar again to rectify this problem with the mortgage balance to see if we can get it corrected from the problem that initiated when they took over the loan from XXXX. Nationstar offered us another XXXX XXXX Modification on XX/XX/XXXX the new note was {$190000.00} same interest rate of 4.625 % Interest Bearing Principal Balance an adjustable mortgage monthly payment of {$970.00} and the maturity date XX/XX/XXXX. We were very disappointed and felt lost and defeated because we were getting nowhere with Nationstar. They kept the interest rate the same, and the terms of the loan the same and they keep profiting more and more with every payment we made, but we still had hope for a resolution some way somehow. Our struggle remained, and we did everything in our power to make our mortgage payments current because foreclosure was not an option. We fell behind in our mortgage payments again and seek out help from XXXXXXXX XXXX in XX/XX/XXXX and we were approved for mortgage assistance on XXXX XXXX and we completed the program with XXXXXXXX XXXX   in XX/XX/XXXX. In XX/XX/XXXX, we requested a mortgage pay-off from Nationstar who had recently changed their name to Mr. Cooper. We received a payoff from Nationstar for {$190000.00} good through XX/XX/XXXX and we also received a payoff from Mr. Cooper for {$180000.00} good through XX/XX/XXXX. We were in total shock and disbelief. From XX/XX/XXXX to XX/XX/XXXX only {$1300.00} was applied to the principal balance of the loan. At that time our mortgage payments were {$1000.00} adjusting monthly just getting higher and higher with all kind of fees. Our income dropped drastically in XX/XX/XXXX and again we fell behind in our mortgage. Our income situation got better in XX/XX/XXXX, so we reached out to XXXX to assist us with this tragedy with Mr. Cooper to see if we can get this problem with the loan balance rectified once and for all. Mr. Cooper reached out to us and told us they were looking into our request and will keep us updated. In the meantime, I wanted to see if we can come up with a repayment plan for the 3 missed mortgage payments and they were not very cooperative. They only wanted to stretch out the payments in three installments which meant that the mortgage payments will go up even higher and not within our means to pay. I called and stress the importance of not falling too far behind and they ignored our pleas since we were behind three payments they can only accept the full balance on the missed payments which was over {$3000.00}. They denied the loan modification request twice and suggested that I resubmit our application. 
I was even told by a Mr. Cooper representative we were eligible for long repayment plan to stretch the payments out in 11 months and when I submitted the documentation he told me to submit another Mr. Cooper representative told me that we were never eligible for that plan. We are currently 8 months behind and we just recently received a denial letter from Mr. Cooper for a a loan modification on XX/XX/XXXX. We reached out to an attorney on XX/XX/XXXX for consultation about this tragedy and we were advised to make a complained due to the following circumstance : Prior to Nationstar acquiring our loan, we had filed Chapter XXXX bankruptcy in XXXX and the mortgage was included. We chose to keep our home since we had already invested so many years. Unknown to us our mortgage still currently has PMI insurance which we thought were cancelled by XXXX, Nationstar was fully aware of thier actions and intentions from the very beginning. Nationstar have been dishonest and deceptive since XX/XX/XXXX.They never honored the Unemployment Forbearance Plan with XXXX and they changed the loan balance which is mortgage fraud and have ignored my request over and over and over again to rectify the error. Moreover, they structured the loan modification to better fit their needs. My last pay off request from Mr. Cooper received on XX/XX/XXXX is {$190000.00} so now it's even more than the new balance on the loan in XXXX which is a clear indication that Nationstar/Mr. Cooper has done everything possible to avoid us from paying off this mortgage. This is fraud and robbery. We purchased our home XXXX, we should be looking forward to retirement and enjoying our life but since XXXX I've been living a nightmare going back and forth with Nationstar/ Mr. Cooper trying to correct a terrible mistake and keeping my home because foreclosure is not an option.

Company response to consumer: Closed with explanation