Consumer complaint received 2015-07-10 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
Hello, I XXXX XXXX have begg the investor and servicer whom is nationstar mmortgage for immediate assistance with my mortgage. I 've been with them for at least one year. I understand that I have fail to give my mortgage payment but they know the reason why I 'm behind, and they seem not to care or to reconsider the damages that affected our property, I say our property because it 's also theirs not only mine. Unfortunately around the time that my previous servicer honored me the modification whom was select portfolio, I successfully completed my 3 monthly trial payments. I was very happy to hear that I was doing well on my 3 monthly modification trial payments after completing the 3 payment I got approved for a permanent modification, I do n't want to repeat my self with this information again and again, but on XX/XX/XXXX I was transferred to a new servicer whom was nationstar mortgage, I miss understood that I still had to continue making my trial payments until the modification was completely booked. So I waited for nationstar mortgage response I was completely lost and did not understood the modification process correctly I was very confused. I waited XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, on XX/XX/XXXX I finally got a letter from nation star mortgages saying congratulations you were aproved for a modification, so nothing was yet completed I still need it to wait for the modification agreementt. I waited XXXX, XX/XX/XXXX, XX/XX/XXXX, some days of XX/XX/XXXX, for the modification agreement to be sign and dated, finally on XX/XX/XXXX I received a package thru XXXX, it was the modification contract agreement. This is very frustrating and I do n't want to repeat my self again and again, but I have to. I feel rejected, humiliated, ignored left behind its like nationstar mortgage do n't care about my situation it 's not the first time that I submit a complaint, but they just giving me the run around they know the reason of why I 'm behind on my payment, it 's because of the bad weather conditions that affect my home around the time I was modifying. I apologized to them I know with an apology I wo n't get them to help me out. But I 'm really tired of begging them to give me a solution to this matter which is the 12 months behind, around XXXX of 2014 I gave 3 payment so that I could catch up on my past due amount. Than nation star mortgage said they were not going to accept any payments unless it was at least the full amount owed or more than 9 payment and then they could negotiate a way out to get the remaining amount paid like in a repayment plan. Unfortunately I told then that that was not possible, but that I 'm still struggling with these payment behind till today 's date they refuse to give me an opportunity to fix this matter and for them to help me, safe my home, all I want is to keep my home and for them to help me out with this temporary hardship regarding this payment behind. I hope they could freeze this past payment behind or add it to the end of the loan. Any work out option would help but, it 's use less then do n't want to give .even a chance to demonstrate them that I 'm capable to continue to give the monthly payment of XXXX from here on. That the only reason why I felt behind was for the damages that occur to the property twice, it was necessary to fix and repair the damages. I want nationstar mortgage to listen to me and my investor to listen to me. Nation star mortgage is, my servicer if they do n't give me the assistance I need than who will I need you to act now, stop denying me and work something out help me keep my home. I want to keep my home and start making my payments now but u do n't want to accept any payment unless is the full amount owed. I want the making home affordable department and treasury department to understand my concerns and help me save my home i believe I have enough income to cover my mortgage payment and expenses.

Company response to consumer: Closed with explanation