Consumer complaint received 2017-09-25
Company: NATIONSTAR MORTGAGE LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My daughter and I fell behind with our mortgage. We contacted XXXX XXXX XXXX in XXXX XXXX, MI. We were referred to them for housing counseling to help us apply for a loan modification. Our counselor, XXXX XXXX, submitted a loan modification through the XXXX XXXX XXXX on XX/XX/2017. While we were waiting for the review, we received a letter on XX/XX/XXXX stating a sheriff sale has been scheduled for XX/XX/2017. We contacted our counselor. XXXX called Mr. Cooper ( formerly known as NationStar ) and they stated they did not get an application and that XXXX was not authorized on my account. I went to see XXXX on the XXXX and he showed me an email he received from NationStar stating that our application was rejected because our sheriff sale was less than 30 days. Our problem is that Mr. Cooper stated that there was no application and that XXXX was not authorized. They must have gotten an application if the application was rejected. We also got a loan modification application that was mailed on XX/XX/2017. The application stated that it had to be completed by XX/XX/2017. We called Mr. Cooper and they stated that it went sent the application by XX/XX/XXXX, that they would review and try to put a hold on the sheriff sale if we sent a complete application. We called XXXX and brought him the signed application and he submitted it for us. We contacted Mr. Cooper on XX/XX/XXXX and they stated that they received a completed application and were reviewing it. The sheriff sale was still scheduled for XX/XX/XXXX. We called Mr. Cooper on XX/XX/XXXX and they informed us that the application had gone to underwriting and that the sheriff was postponed to XXXX but later was put on hold till the underwriting process was completed. We contacted XXXX and he suggested that we get something in writing saying that the sheriff has been postponed or put on hold. Mr. Cooper stated that they do n't a form saying that sheriff had been put on hold but that XXXX can call them back and request something in writing since he was authorized. XXXX called Mr. Cooper and spoke to XXXX in Arizona. She told him that he was not authorized on the account. XXXX stated that he asked her to review the application that was sent on XX/XX/XXXX. She refused to review the application and told XXXX to fax or email the authorization which would take up to 72 hours. He called Mr. Cooper again and spoke to XXXX from Texas. XXXX put XXXX on hold for at least 20 minutes while he reviewed the application and then the call was disconnected. We are concerned because Mr. Cooper is giving us the run around by telling XXXX that he is not authorized, that we never sent an application, by sending XXXX an email saying that the application was denied, sending us a sheriff sale notice a few days after receiving a loan modification application, telling us that the application was received and telling XXXX that he is not authorized again. We are doing everything that we can to save our house and that 's why we contacted XXXX XXXX XXXX. We believe XXXX is trying to his job as a housing counselor but Mr. Cooper has not cooperated with him. We have also tried to contact XXXX XXXX XXXX, XXXX. which are their foreclosure attorneys. They do not answer their phone calls and do not return voicemail. We have been waiting for over a week to hear back from them. As of right now, we are taking Mr. Cooper 's word that the sheriff sale in on hold but we have no proof that that has happened.

Company response to consumer: Closed with explanation