Consumer complaint received 2018-04-02
Company: NATIONSTAR MORTGAGE LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been under review for a loan modification with Mr. Cooper and they kept postponing the sale. Several times I was denied for a loan modification and they always used the wrong income or expenses. Many times they would add more expenses than what I had. Recently I was denied on XX/XX/XXXX and never received the denial letter. I called in on XX/XX/XXXX and spoke with a supervisor named XXXX he said he would reopen the case and did not need to fill out a new application ; I only needed to send updated financial information. I sent updated information and around XX/XX/XXXX they told me that the documents were received. When I called back in they told me that the documents were " not '' received and that I had to fill out a whole new packet and re-apply. XXXX informed me that a new packet was sent out for me to fill out. I didn't understand why this was happening. When I asked about the case that was re-opened and about the financial documents that were sent over I was informed by a Mr. Cooper representative that I would be receiving a letter. So I never received a letter, and I never knew if I was denied or if they just closed the file. I called back and asked for the packet to be sent over and nothing was sent over. I sent a new packet but from Mr. Coopers end they kept saying it was not received. I had sent documents before and never had issues with them receiving paperwork in the past. All of this was going on while I was being told that the sale date was on hold. I had a sale date on XX/XX/2018 but they said it was on hold. So as a homeowner when they tell you it's on hold you think that there is no sale date. What I learned later on is that they reactivate the sale date and they didn't care what happened or what was going on despite the file being under review. They reactivated the sale again without written warning or informing me for XX/XX/XXXX and said my home would sell. I was told to file an emergency chapter XXXX and I but didn't have the money to pay an attorney, or how the process works. I ended up going to the court house on my own at XXXX, I started filling out the documents and since there were a lot of people they filed my bankruptcy after XXXX, this is the time my home went back to Mr. Cooper XXXX When I spoke with the foreclosing attorney they said that usually what happens is that they rescind the sale. After the XXXX I went through they said that the sale won't be rescinded despite filing the bankruptcy. I believe they are engaging in fraudulent and deceptive practices for their own financial gain. That review was left in limbo, I never received a denial letter or was not informed if it was closed. They were pushing me to reapply, when there was already a case that was opened by a supervisor. All they needed was financial information. My home should have never been sold and I should be given another opportunity. Lastly, I was told by the bankruptcy court that I would not lose my home because of the bankruptcy.

Company response to consumer: Closed with explanation