Consumer complaint received 2015-08-01
Company: NATIONSTAR MORTGAGE LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Attempting to assume a mortgage since XX/XX/XXXX. Submitted requested info on XX/XX/XXXX. Was told XXXX days, XXXX max. Allowed XXXX days, heard nothing. Was finally able to obtain a loan application on XX/XX/XXXX ; returned it XX/XX/XXXX to XXXX XXXX. Had to call multiple times to verify receipt. Finally confirmed XX/XX/XXXX sent to Assumptions Dept. ; can not provide direct phone for department ; must go through Customer Service. XX/XX/XXXX received letter dated XX/XX/XXXX with " Assumption Package '' containing Good Faith Estimate, Notice of Intent to Continue, etc. Signed and returned all docs that had a signature line ( XXXX pages inc. cover ) on XX/XX/XXXX, co. signed for on XX/XX/XXXX. Credit report done on XX/XX/XXXX. XX/XX/XXXX ( Friday ) received letter dated XX/XX/XXXX requesting XXXX, tax returns, bank statements, as well as signed docs from previous request ( which had no signature lines ) 10 days from date of letter ( XX/XX/XXXX-Monday ). Gathered requested docs, signed every page of every doc from XX/XX/XXXX letter ( signature line or not ) and returned approx. XXXX pages ( 50+XXXX+XXXX ) on XX/XX/XXXX. XXXX XXXX signed for on XX/XX/XXXX. Contacted company on XX/XX/XXXX after hearing nothing. ( Customer service had the NERVE to ask WHO was handling the assumption. Given the fact that this company REFUSES to give names or ALLOW consumer to talk to appropriate department, HOW do I know who is handling it? I got no answer to that question ) Was advised a letter was sent on XX/XX/XXXX or XX/XX/XXXX, which I NEVER received. Co. emailed to me on XX/XX/XXXX. Letter requested EVERY document that was received by them on XX/XX/XXXX. Co. advised docs ( an envelope with XXXX pages ) not received. XX/XX/XXXX XXXX XXXX complaint XX/XX/XXXX emailed ALL docs to research dept. ( XXXX files - XXXX pages + XXXX pages ) XX/XX/XXXX Co. confirmed receipt of XXXX complaint XX/XX/XXXX spoke to XXXX XXXX who confirmed receipt of emailed docs on XX/XX/XXXX XX/XX/XXXX received letter date XX/XX/XXXX confirming receipt of emailed docs XX/XX/XXXX spoke to XXXX who advised loan was sent to underwriting on XX/XX/XXXX and this was the final phase and should be completed in about XXXX business days. XX/XX/XXXX ran credit report XX/XX/XXXX ( XXXX ) still in underwriting, call back. XX/XX/XXXX - advised I was NOT an authorized 3rd party ( have been for over a year, plus I 'm the applicant ). XX/XX/XXXX ( XXXX ) still in underwriting, no updates, no phone or person to talk to, left message for XXXX XXXX ( still waiting for return call ). XX/XX/XXXX ( XXXX ) still in underwriting ; advised 30 business days for ENTIRE process ( application to closing ) ; will email underwriting and call me back. ( still waiting for return call ) XX/XX/XXXX ( XXXX ) XXXX need XXXX hours for response XX/XX/XXXX some docs missing signatures ; put on hold to find out and was disconnected. XX/XX/XXXX ( XXXX ) advised missing docs ( unsure which ones ) ; asked to speak to supervisor RIGHT NOW ; was put on hold for approx. XXXX mins. never spoke to anyone. XXXX advised someone would call me back. ( still waiting for that call ) XX/XX/XXXX or XX/XX/XXXX ( XXXX ) advised XXXX XXXX was handling assumption, would have her contact me. ( still waiting ) XX/XX/XXXX ( XXXX ) missing : signed loan application, HUD XXXX, 2 years tax returns ( all docs that have previously been sent XXXX times ). Emailed to XXXX, who confirmed receipt and forwarded to unknown person ( possibly XXXX XXXX or XXXX ( unknown last name ) XX/XX/XXXX ( XXXX ) supposed transferred me to XXXX ; approx. XXXX rings and disconnect XX/XX/XXXX ( XXXX XXXX ) hold, hang up ( XXXX XXXX ) XXXX rec 'd docs XX/XX/XXXX ( XXXX ) hold for XXXX ; 2 minutes of ringing ; disconnect ( XXXX XXXX XXXX ) multiple holds and finally told rec 'd in underwriting and ball dropped on XX/XX/XXXX ; upon further review, looks like nothing has been done since XX/XX/XXXX ; sending to her manager, will call back tomorrow. XX/XX/XXXX ( XXXX XXXX p.m. ) missing docs letter was mailed, could not tell me what docs. XX/XX/XXXX left message for XXXX XXXX

Company response to consumer: Closed with explanation