Consumer complaint received 2017-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: AP

Complaint narrative:
I am an  XXXX   XXXX  service member. I have answered the call to serve in the  military  back in    XX/XX/XXXX .  I o wn a home in  XXXX ,  XXXX  and prior to that year I have never defaulted on my mortgage. After being   XXXX   out to   XXXX   XXXX   in   XX/XX/XXXX  I  received orders to relocate to  XXXX ,   XXXX   with my family. I reached out to my mortgage company and informed them of my situation and provided them with a copy of my orders. The mortgage company at the time stated thanks for the information however offered no assistance, not even to lower my interest rate which at that time was higher than 6 %. After checking into my new command in  XXXX ,   XXXX  .  (  3 months ahead of my family which at the time was to pave the way for my wife and  XXXX  kids to follow later ), I got a hold of my legal department who informed me that my interest rate on my mortgage should be lowered to 6 % and they provided me with the necessary paperwork to make it happen. The Mortgage  Company  at that time, did not cooperate in reducing my interest rate right away. In fact, I had to get the legal department of the command involved again and this time they took over from there and helped me all the way through until the interest rate got reduced.     After getting the interest rate reduced, I asked the mortgage company if there were any programs available I  may  be qualified for in terms of receiving assistance. The mortgage company said NO. I however, looked into it on my own and discovered that I may have been a candidate for the HAP ( Homeowners Assistance Program ). I applied for this program and got denied. The mortgage company stated that the reason was my home was no longer my primary residence, and for this they could not qualify me for the program.     Six months later i n  XX/XX/XXXX ,  my family and I were fully relocated to  XXXX . After raking and scraping to pay the mortgage on an empty house in  XXXX   (  for those six months  )  on an  XXXX  salary, I managed to get the house rented to a tenant. The tenant lived at the house for a year until I was forced to evict him for not paying the rent. I was forced to going back to paying the mortgage on an empty house yet again.     In   XX/XX/XXXX , I  contacted the mortgage company and explained my current situation and I was informed to re-apply for the program which I did. The mortgage company gave me such a run-around ( as if to get me to not cooperate with their many demands for paperwork ) but with my back against the wall I kept up with their demands only to be denied again for the second time. This was devastating. Here it was an  XXXX  whose paycheck is already next to nothing is being forced to pay the mortgage for a house miles away and in another state that he 's not living in and still have to manage the bills for the house that him and his family resided in.     I did it for as long as I could, but when I started falling behind in payments on everything else I decided I could no longer afford to pay the mortgage for the house in  XXXX , so I stopped. I reached out to the mortgage company and begged for help, I even re-applied again for the program, saying to my wife weve got nothing to lose, and again I got denied. I was left to think these mortgage companies do n't care for the well-being of families. It seemed as though as long as their pockets are being laced with money every month they are ok, but when a situation occurs and families and are n't able to pay, the mortgage companies will ruin their credit immediately. My credit went from being excellent to poor really quickly, and in fact even caused me to being randomly selected by   XXXX   ( just my luck ) for screening. I received a letter from  XXXX  at my command and shortly after my security clearance ultimately got taken away from me from falling behind on payments. Luckily for me, I have a rate that does not require a security clearance, but that still does n't sit well with me.   With the years passing by, I have managed to take care of everything that was on my credit as being delinquent and they all have been erased from my credit. All, except the house in  XXXX  To this day, the mortgage company still rides my credit every month as being late and delinquent. All I 've asked for was a little help, is that too much to ask for Nationstar?

Company response to consumer: Closed with explanation