Consumer complaint received 2015-09-03 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: AZ

Complaint narrative:
On XXXX/XXXX/XXXX our trial period for our loan modification with XXXX XXXX XXXX began. Our loan modification was approved and officially began as of XXXX/XXXX/XXXX. The terms of the modification include a HAMP Modification Incentive called " Pay for Performance ''. For every month that we make our payments on time we are able to accrue up to {$1000.00} each year for each of the first five years after the anniversary of the month in which the trial period payment effective date occurred. We are able to accrue up to a total of {$5000.00} provided the loan has not been paid in full at the time the incentive is paid. This benefit is to be applied to our principal balance each year after the anniversary date of the first trial period payment due date which is XXXX XXXX, XXXX. We have not had a late payment since our modification began and have been receiving our Pay for Performance incentive each year until this year. 

In XXXX XXXX Nationstar Mortgage purchased our loan from XXXX who purchased it from XXXX XXXX XXXX in XXXX of XXXX. Despite my calls to Nationstar ; XXXX on XXXX/XXXX/XXXX and XXXX on XXXX/XXXX/XXXX, our Pay for Performance incentive has not been paid. 
I was told verbally via a phone call from XXXX @ Nationstar that my complaint is currently being researched and I will have resolution by XXXX/XXXX/XXXX. I also received a letter, ref # XXXX, from XXXX XXXX, customer relations specialist, stating I will have resolution by XXXX/XXXX/XXXX. To date there has been no resolution. 

I received a letter from XXXX just prior to them selling our loan to Nationstar announcing a new HAMP Modification Incentive that will apply an additional {$5000.00} to our loan balance on the sixth anniversary of the trial plan effective date that will be XXXX XXXX, XXXX. This is a much-needed incentive for us and I am hopeful all will be resolved by then. Included with the letter from XXXX was a Dodd Frank certification form to be signed by us. By the time we received it, Nationstar had become our loan servicer so we sent the form back to them along with the correspondence from XXXX. Apparently, the form triggered a loan modification application and we kept receiving calls regarding our modification application with Nationstar. After a couple months this was finally resolved but speaks to the incompetence of this company. Again I am afraid this incentive will be ignored just as the other has been. 

Nationstar 's blatant disregard for customers ' loan modifications is all over the Internet ( I was researching complaints to Nationstar ). It is my understanding that the HAMP modification is a federal program and lenders are required to abide by its terms. It took us a year and XXXX of hours of fighting XXXX XXXX XXXX to get our loan modification approved. This incentive is very important for our financial well-being and I hope this complaint will help to resolve this matter and Nationstar will comply with our loan modification terms. 
Loan # XXXX

Company response to consumer: Closed with explanation