Consumer complaint received 2018-05-11 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: TX

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX I called Mr.Cooper's/Nationstar Mortgage to ask for a reinstatement amount for my mortgage. The representative called me back XXXX XXXX we spent 38 minutes on the phone only for the representative to tell me they couldn't give me a reinstatement amount because Mr. Cooper needed to order it from the legal department they told me to call back in 4 days. I called XXXX XXXX on XX/XX/XXXX. I was told they we're still unable to provide me with a reinstatement amount because the legal department was closed for XXXX XXXX XXXX XXXX XXXX XXXX.I called back on XX/XX/XXXX at XXXX XXXX and I was told by the consumer service representative that I had to pay {$10000.00} to reinstate my loan and for my loan to be paid to XX/XX/XXXX. The gentleman took several minutes to calculate the reinstatement  amount and he told me the amount for reinstatement was {$10000.00}. I ask how much of that was legal fees and he said {$0.00} because the loan was in collections and not in foreclosure I confirmed that my payment that day ( XX/XX/XXXX ) would pay my mortgage until XX/XX/XXXX. I paid the reinstatement amount the same day XX/XX/XXXX. I was told when I called back at XXXX XXXX   XX/XX/XXXX the payment was received and confirmed again my payment paid my mortgage up to XX/XX/XXXX. An automated voicemail left a message my XX/XX/XXXX payment was due. I called back immediately and the representative told me she didn't see the XX/XX/XXXX payment posted but she couldn't do anything about because it was a Saturday and I would have to wait for Manager on Monday. I called back Monday the representative again tells me my mortgage in paid until XX/XX/XXXX. After doing this a few times and trying to resolve the issue I filed a CFPB compliant on XX/XX/XXXX. However, the response by XXXX XXXX on XX/XX/XXXX states she would reverse the XX/XX/XXXX payment to go back as a mortgage payment because on XX/XX/XXXX 10 days after I was given and paid my reinstatement amount I was charged {$1300.00} in legal fees. As of today ( XX/XX/XXXX at XXXX XXXX ) according to XXXX in the XXXX, Arizona the mortgage payment has not been reversed. Due to the fact the original CFPB compliant response didn't respond at all to my complaint that Mr. Cooper told me the wrong reinstatement amount and included legal fees after the reinstatement amount was given and paid, which isn't legal. I filed another XX/XX/XXXX, but the response was the same Mr. Cooper didn't respond to the complaint. In fact, they started the response back to me with " You called to inform Mr. Cooper you would be paying {$10000.00} reinstate your account. '' This is incorrect in order to reinstate any loan, the mortgage company has to inform the client ( me ) how much is due in a lump sum to reinstate the account, which has to include legal fees. I have requested that Mr. Cooper produce the recorded conservation ( s ) regarding the reinstatement especially the conversation on XX/XX/XXXX at XXXX XXXX where the representative calculated the reinstatement and confirmed there wasn't any legal fees. Mr. Cooper has refused to give me the recordings, which clearly prove I'm telling the truth. I'm only filing this because this is the only way I get a response from Mr. Cooper.

Company response to consumer: Closed with explanation