Consumer complaint received 2017-01-12
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
A job transfer required a move out of state. We listed our home for sale for over a year with no offers. We contacted Nationstar for our options. Working through our " dedicated loan specialist '' XXXX, we were approved for a short sale in approx XX/XX/XXXX which placed any potential foreclosure activity on hold. She stated that if this option did n't work, we could file for a deed in lieu at any time during the process and before any potential foreclosure date. By XXXX we had not had any offers. We called Nationstar XX/XX/XXXX to find out what our other options were. With XXXX not available, we spoke to another representative XXXX in the bankruptcy/foreclosure prevention dept. She informed us that we were great candidates for their Deed in Lieu program and that we could get cash for keys if we turn the property over in good condition. We stated that this is the option that we 'd like to choose and she emailed us the application. We completed and returned the application. We contacted Nationstar to confirm receipt of our application. They said that they denied our application because there was a pending sale date. We had not been notified of a sale date at that time. XXXX told us that we had plenty of time to do a Deed in Lieu. We later received a letter dated XX/XX/XXXX stating that there was a pending sale date one month later on XX/XX/XXXX and no time to review our file for a Deed in Lieu. There were 30 days. We contacted XXXX, a non profit organization that assists homeowners, previously they assisted with HAMP/HARP programs. We gave them authorization to assist us with this matter and their contact XXXX assisted us in contacting Nationstar. On a three way call, we spoke to XXXX, Team Lead/Assist Agent in the Bankruptcy/Foreclosure prevention dept. He stated that at this point the only way to avoid foreclosure was to file for a loan modification, which would halt the foreclosure. He then emailed us an application for modification on XX/XX/XXXX. He told us that as long as it was received by Nationstar 7 days prior to the foreclosure date, that the foreclosure would be placed on hold. We emailed a complete application for a modification on XX/XX/XXXX, 10 days prior to sale date, and received an email confirmation that it had been received and to check back in 48 hours for a status. We called Nationstar on XX/XX/XXXX and spoke to their agent XXXX, he said mod was denied and transferred us to XXXX. He denied telling us that a modification application would halt the foreclosure. He mentioned two additional documents that were not stated on the application as needed and we immediately emailed them to him and to the email provided for modifications. He stated that Nationstar was not able to delay the foreclosure date, that decision was controlled by the attorneys acting as trustee for the foreclosure. We contacted Nationstar 's attorneys, XXXX. We spoke to their representative, XXXX. She told us that submitting the application for Deed in Lieu 30 days prior to the sale date gave Nationstar plenty of time to review our file and complete a Deed in Lieu. She also stated that Nationstar can postpone the foreclosure at any time by simply contacting them through a third party software that they use to communicate. She stated that Nationstar controls postponing the sale date, not the attorneys and that sometimes Nationstar tends to " forget that ''. Nationstar has repeatedly promised us solutions to avoid foreclosure and we have done everything that they have asked us to do to avoid it. They have failed to honor the processes that they outline on their website to avoid foreclosure and that they have stated through verbal promises on the phone. They have lied to us and failed to honor programs that we clearly qualify for to avoid foreclosure.

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