Consumer complaint received 2016-04-18 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: OH

Complaint narrative:
It started with a car accident. Not ours, someone else 's. On XXXX XXXX, 2015, on a slick ice-covered street, XXXX cars collided and hit a utility pole outside our house. The impact soon sent the pole crashing down, nearly missing our house. At this time, we were struggling to keep up with mortgage payments which had ballooned to nearly double their original payment size, because our modification status had ended. 

The pole was not replaced for two whole months, and when it finally was, it took us nearly a month to realize the pole had been replaced poorly, smashing through our sewer line. We filed full reports to the Public Utilities Commission, and to XXXX XXXX, the persons responsible for the error. The sustaining damage to our home was nearly {$30000.00}, as sewage backed into our basement and destroyed several items, clothes, books, papers, not to mention the damage to the floor, and walls. All told, we spent nearly {$2000.00} on trying to repair the issue, and lost work. 

At this time, we had just been re-invited back into the HAMP process, and we had made our first payment successfully. But the damage to our home, and our added expenses, we realized would prevent us from making the next payment timely. We immediately spoke to XXXX XXXX, our then-agent, to alert him of everything that had happened. He assured us that everything would be okay, that they could halt the HAMP and let us restart the program again. He understood our situation and sincerely did want to help us. 

Inexplicably, he then subsequently vanished. We left continuous phone calls and emails, and none were ever returned. We waited nearly a month before an entirely new agent named XXXX XXXX got in touch with us, and when we explained what had happened, we were stunned to learn that XXXX no longer worked in this capacity, and that he had NEVER forwarded our case and our situation to anyone. 

XXXX immediately tried to re-instate us into the HAMP process, which took nearly two extra months because we never seemed to send in the right paperwork, or she kept asking us for different paperwork, or losing paperwork we had given to her. During this time, we asked if we could at least make a payment, or something, to show our good intentions. We were told not to. As long as the HAMP process was in place, no payments were accepted, as it was just end up in an escrow account, they said. 

We were refused HAMP after all this time, because we had missed the payment we were supposed to have made in XXXX, and were now ineligible. XXXX then bumped up our case to her supervisor, who felt certain she could help up, and re-applied us AGAIN to HAMP - from XXXX different tiers - only to be told XX/XX/XXXX, we were refused. 

The reason? Because we missed the XXXX 2015 payment. If they were going to refuse us anyway ... why continue to re-apply us? In XXXX of 2015, we begged to at least send Nationstar {$3000.00}, which amounted to roughly three monthly payments, and was told NOT to pay. 

In XX/XX/XXXX, we were sent foreclosure action, which we immediately halted through mediation, which is scheduled for XX/XX/XXXX. They claim we owe over {$25000.00}, plus interest and late fees. But how can that be, if they kept telling us not to pay? 

XXXX personal letters to their " Notice of Error '' Dept. have gone unanswered, and even a letter to CEO XXXX XXXX has not been replied to ether. This is the most inconsiderate, completely negligent set of actions we have ever seen from a mortgage company. We do plan to address all of this at our pre-mediation hearing in XX/XX/XXXX, but we do demand some sort of answer for this utter lack of professionalism on all levels.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation