Consumer complaint received 2016-02-10 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We were in a hardship keep your home California approved us for XXXX keep your home California send a check to Nation Star with the letter attach stating that XXXX XXXX XXXX is in a hardship to lower our mortgage payment nation star received the check on XXXX XXXX, XXXX on XXXX XXXX XXXX they made two payments for XXXX and XXXX and the amount of XXXX they were instructed to do a RECAST which means our payments would go down that process is only supposed to take 30 days we are now in XXXX still no recast that process is only supposed to take 30 days we are now in XXXX still no re-cast I have talked to so many people in customer service and supervises and all they 're doing is giving me the runaround my mortgage was due on XXXX XXXX, XXXX and they still have not provided me with any information regarding my mortgage I am very frustrated keep your home California approved us because we were definitely in a hardship and all Nation Star did that money was made two payments and at that time we was not late we have never been late and our count has never been in delinquent those two payments they may was not authorized by me or my husband they took it upon themselves to do what they want with the money and now they 're taking their time doing the recast husband they took it upon themselves to do what they wanted with the money and now they 're taking their time doing the recast nation Star supervisors have gave me extensions and promised they would call me back what a day I still have not received any phone call from no one from Nation Star is like they are taking their time with that amount of money it should not take that long time I was informed that it only takes 30 days is taking more than 30 days I have emails and I also have a document from Keep Your Home California stating that we have been approved and then Nation Star should send us paperwork so we can do the re-Cast at this point I do n't know what to do my hands are tied this is my first home my husband is a retired military out of the XXXX XXXX and I 'm just so frustrated that they can just do people in you kind away and they just do n't care I do not want to lose my home considering is my first home I talked to the supervisor name XXXX XXXX XXXX she has emailed me but she has n't got any where they having gave her an update on the situation in hand I 'm typing this letter hoping you can really help me I 'm lost for words my hands are tied nation star just does n't care when I call I got names I got extensions I had three supervisor promised me they will call me back still waiting on those calls it 's like they do n't care and I truly wonder you know if they were in my shoes what would they do we 're talking about my first home we purchased XXXX XXXX I do not want to lose my house but at this point I do n't know where I can turn I am not getting anywhere with Nation Star they give me the runaround they say things that I know it 's not true just to give me off The phone and I really hope you guys can really help me get in contact with Nation Star because this is truly not a laughing matter this is my home and they do n't care I know for fact it was against the law to make those two payments because we was not late we was current I think I mentioned before we have never been late when they receive the money they also receive instructions what to do they just made two payments like they just did n't care it was a letter XXXX to the check ..!!! The company name is Nation Star and they are out of XXXX Texas XXXX XXXX XXXX XXXX XXXX I hope you can really help us thanks for your time

Company response to consumer: Closed with explanation