Consumer complaint received 2022-12-29
Company: Mr. Cooper Group Inc.
State: NM
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
Nationstar has contacted XXXX XXXX through XXXX XXXX who is a realtor that got the instructions from his friend XXXX ( XXXX XXXX ) plaintiff of Nationstar on the case of foreclosure filed in court. 
Several contacts via phone have been done as a collector screaming to my mother XXXX XXXX who is a XXXX XXXX  with a XXXX XXXX. i found her in crawled up in a ball crying in her room when i return to our property ( XXXX XXXX XXXX XXXX XXXX NM XXXX ). She showed me her cell phone with at least two entries and told me about the phone collection by the bank with their vendor ( s ). 
One call came on XX/XX/XXXX time stamped XXXX XXXX  from phone number XXXX and the other call came from phone number XXXX at XXXX XXXX. 
XXXX and I, alone and together have submitted a XXXX  application three months ago, completed since the bank told us that the XXXX application submitted in XXXX when my mother got ill due to a genetic ( XXXX XXXX XXXX XXXX XXXX ) condition she has that makes her prone to XXXX, triggered by a chemical exposure and lost her job. Posteriorly she got covid in XX/XX/XXXX and the bank filed foreclosure by the attorney XXXX XXXX while my mother was XXXX. We are in the process of loss mitigation options as successors in interest and owners ( closed in XXXX wiht a special warranty deed, in a REC ) and have paid the mortgage since XXXX till XXXX. We dealth with XXXX XXXX finished the paperwork for XXXX  however there is not a time frame that the CFPB has given to banks to respond to XXXX request so they keep on postponing the response to our loss mitigation options to keep our home. We also provided the XXXX elements to apply for refinance - no disclosures has been sent to us - two months ago income, identification, property address, and more to them to send us. a refinance response nothing. We then are trying my mom to sell it to me or to my son and get new loan to payoff the loans on the house. Despite all efforts in good faith we were told that there may be NO WAY to refinance the first mortgage because there may be anohter loan that has not been subordinated to the first loan. Since we have not asked for any loans but just paid on the XXXX and XXXX XXXX did NOT make an exception to a unrecorded lien or mention any other second loan we assume happened by someone doing it sometime between XXXX and now and we do not know how much is owed. We just do not kow who and maybe fraudulent and we do not know the social security number they used, but is not either of us social security numbers. 
The first thing we need is the enclosed attachment. Please let us know what we ask in the letter attached so we can move forward. Please understand this is our home for over 14 years and we live in it Please do not send XXXX XXXX from simply real estate an appraisers to appraise the home without propper permission of the dwellers and the owners and please stop the collection calls and threats until we have access to loss mitigation, being XXXX does not afford us less rights and options. M mother is XXXX speaks XXXX and the bank has sent 53 copies of the foreclosure filing and notice of sale without giving us the opportunity to keep our home under regulation x and z and has dual tracking because they have litigated this in court and the bank is taking so much time that they have not met the deadlines to foreclose and sell the home because the XXXX  or other short sale or loss mitigation option is taking soo long. What is the time of response for loss mitigation options under reg x and reg z.? WE want to keep our home we just were told the bank is not going to answer our request of how much is owed and without that, we can not sell or transfer to family or another or do a short sale or modify or assume the loan that is here and we do not know they socia security number the bank used to create the loan in our home becuase when we call they tell us is NOT our social security number. Whose is it?

Company response to consumer: Closed with explanation