Consumer complaint received 2018-06-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: IL

Complaint narrative:
To whom it may concern Dear CEO of mr cooper or head of management or investor There has been an issue with me receiving your correspondence letters thru mail if you have sent any today XX/XX/XXXX I received a letter notifying me that I was approved for a new modification under the terms of making an extremely big payment of XXXX for 3 months which starts on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX All these tome I was anxiously waiting on an answer and work out option after the 3 month disaster payment program that was very helpful for me and that I know thank you for what you did for me i will for ever thank you and may the XXXX compensate your service with Prosperity and much more Blessings to mr cooper. 
This was shocking as I saw Thisbe letter today as I been waiting on a response since I have been checking my mobile app and online account for your assistance and till todays date I finally found that you have responded but sadly it it not what I expected since the payment of the new trial is extremely huge and not expected Im not sure if is not well calculated I have never had. Trial payment with that amount that doubles the reg payment of XXXX as before it was XXXX than it went up to XXXX. My XXXX XXXX went up as I saw that letter and I started feeling sick. 
I have waited several months like 4 to 5 months checking my online account and mobile app to see any update and updated information I have screen shot all the dates that that I XXXX waiting u till further notices it took quite a while 4 to 5 months or more to finally notice an update on the mobile app and on line I notice today XX/XX/XXXX thru a mail letter that a stranger gave me from a different adress that was not mine he came to me and gave me he letter and had said that there was like one or two more letters that you have sent me and I never received any correspondence letter or phone calls from my assigned account specialist whom is XXXX XXXX, she never hesitated to contact me last time I spoke to her was about 6 months ago if Im not mistaken and her words were that not necessary she was my assigned account specialist that anyone could talk to me about my account which is true but nobody contacted me they the phone all this time. it was I who would call to get in touch with any representative or account specialist mrcooper representative failed to contact me XXXX will return my calls days after I left a voicemail sometimes I would call her and leave her voicemail messages I told her how is that possible if you are the one that was assigned to me so you are responsible to contact me and keep me updated but no one ever did it was I who will call me cooper and will see that all this time while most likely mrcooper was working on something for me today I finally notice that the account was updated after I wave waited months and never received a phone call or letters the letter I can understand that they were going to the wrong adress and that is the mail mans fault As he was a new person on my area on my block and all of my letters and even other bills would get lost because of him I called the United post office and they said they are investing that. I would like to keep the current modification and the interest of 3 % and the payment of XXXX u can see that after I completed the assistance disaster payment program for the 3 months you gave me by making the XXXX each month for 3 months Ii continued making my regular payments of XXXX on XX/XX/2018 and XX/XX/2018 and XX/XX/2018. I also know that I was 2 months behind, due to health issues. before getting the disaster that affected my pocket and my daughter by the damages to my daughter in XXXX by he hurricane Harvey. I will for ever thank you and may the XXXX Bless your offices and company for ever and ever by giving you Prosperity And Blessings This new modification trial payment is huge and its double than he last modification trial payment I believe maybe theres been a misss calculation as far as he trial payment been XXXX for 3 months and the interest rate is also high which is almost 9 % I want to keep my home and it is my priority to keep my home and to start making my regular payment of XXXX and kee my current modification but I do need help to get caught with this payments due behind I intent to pay them as soon As possible.it is my number one goal to pay the unpaid balance and have you help me out in every possible way to have that unpaid balance addd at the end of the terms of my loan or any better way hay you can help me I have screen shot all the months I have waited for a resolution its been from 4 to 5 months thru the mobile app and online app and I just saw the letter that the unknown person gave me today telling me that it was sent to the incorrect adress he came and gave me the letter otherwise I would have never guess you sent me a notification help me get back on track As you can see I have been making my regular payment of XXXX since XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX after I finished completing the 3 program disaster payment plan. 
Again it is my priority to keep up with my home and I assure you that if my daughter and my pocket werent affected by the disasters of the hurricane Harvey I truly believe I would be current right now. The two months before that was becaue of health issues and problems health issue problems with the family. 
Thank you for your attention and again may he lord Bless mrcooper with Prosperity and lots of blessings.

Company response to consumer: Closed with explanation