Consumer complaint received 2015-04-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
Hi, This is going to be difficult to explain so bear with me. Last year my brother became terminally ill. In an effort to try and find the moneys to go see my brother before he passed away I reached out to my mortgage company to see if I had any hardship plans to help me with the expense. I called them Nationstar Mortgage and told them the situation and wanted to know if I could miss XXXX payment to make the flight. The lady on the phone said yes they could waive XXXX month 's payment and I could pay it up by paying {$1000.00} amount for the next 5 month to catch it up, my normal mortgage is {$830.00}. I also asked her if that would impact my credit and she assured me that it would not and she would also set up my account so that I would not receive the automated phone calls about a missed payment. So for the first 2 months it was working well, no phone calls and I was paying {$1000.00} per month as opposed to my {$830.00}. Then all of the sudden I start getting automated calls. Then I got an alert on my credit reporting agency. So when I looked it up the mortgage company came up as XXXX month missed payment. I called Nationstar and asked them what they were doing and had to explain to them what the arrangement was. At first they had not record of that agreement. I asked for a Manager, and he was finally able to find the record of the agreement. He then informed me that the agreement I was told could happen was not allowed and she was not supposed to do that ''. So I told him ok but then what happened to the overages I paid towards my mortgage and how could they be showing me one month behind since I was not. Where did that money go? I told him based on the money I paid over the amount owed I should only owe you a couple of hundred not a fully month premium. He asked me to fax him my I was checking account statement that shows how much I have paid above the mortgage rate. So I have faxed it never heard back from them. As of today I have fax it and called them repeatedly and have yet to get anyone to investigate and fix this. 
On my last call which was last week I again re-iterated the story and told them the name of the last manager I spoke to and I gave her his name. In that conversation the lady said that XXXX was not a manager and she would report him for saying he was. Now I faxed the form again and she said they would get back to me in two days that was last week. How can a mortgage company be allowed to operate so unethically? What do I have to do to get this fixed? I have never missed a payment before since I purchase this house and this nightmare is never ending I need help can someone out there please help me. Please is there anything I can do to get this resolved they are ruining my credit and keeping in loss of my bother ever a nightmare that never ends. This company has no business operating as a mortgage company. They bought out my mortgage from the original mortgage company and when I look them up they are a collection agency. How can this be clearly they have no business buying out mortgages and operating as a mortgage company.

Company response to consumer: Closed with explanation