Consumer complaint received 2017-03-22
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mother died on XX/XX/XXXX, and she had a reverse mortgage on her home that is serviced by Champion Mortgage. I am the appointed executrix of her estate. I notified them of her death on XX/XX/XXXX, and faxed them a copy of her will, her death certificate and my short certificate certifying my appointment as executrix. I was told that my first decision regarding the property must be made by XX/XX/XXXX, and that was whether we were going to sell the home ourselves and pay the loan or request a deed-in-lieu of foreclosure. Champion Mortgage had an appraisal done on the property on XX/XX/XXXX. We decided to pursue the deed-in-lieu option and notified Champion Mortgage of this on XX/XX/XXXX, and provided them with the additional requested documentation ( along with additional copies of the documents already submitted as described above ). I received a call on XX/XX/XXXX from XXXX at Champion Mortgage informing me she would be our deed-in-lieu representative. At this time I informed her that the property was vacant and broom-swept and ready for transfer. We then received a letter from Champion Mortgage dated XX/XX/XXXX, that they had received our request, and then received another letter dated XX/XX/XXXX, stating that the property had been accepted into the deed-in-lieu program. I received a copy of the property appraisal on XX/XX/XXXX, and called XXXX XXXX, who was unavailable, and then called Champion Mortgage customer service to discuss the account and was told I could cancel the homeowners insurance on the property at that time. On XXXX XXXX, XXXX, I received a call from XXXX informing me that their property inspectors visited the property on XX/XX/XXXX, and " found the property occupied by a tenant '' and that they had reported this to her on XX/XX/XXXX. She refused to order another inspection until we personally visited the home. So, on XX/XX/XXXX, we drove the hour and a half from our home to request XXXX ( PA ) Police Department assistance to enter the home on the chance that it had been occupied by squatters. We discovered the property was exactly as we had left it on XX/XX/XXXX - vacant, unoccupied and still clean. Either the inspectors went to the wrong property or XXXX was looking at the wrong file. I left multiple messages for XXXX after we verified the property was vacant, requesting she call me back and have the property reinspected. However, we then received a letter from Champion Mortgage on XX/XX/XXXX ( dated XX/XX/XXXX ) stating that the house was in fact vacant. Given this, I was confused as to why XXXX had to order a second inspection on the property and was awaiting results. The final event that drives me to file this complaint was the receipt today ( XX/XX/XXXX ) of a letter dated XX/XX/XXXX, stating that " at this time we have not received the proper documentation ... .As a result, your loan was referred for foreclosure processing. '' I 'm incredibly confused at this point - is the property in the deed-in-lieu program or is it being foreclosed? Per Champion Mortgage records, I have called them over fifteen times in the last two months regarding this process and one of their representatives estimates I have had at least 30 conversations with them. I have attached copies of the letters referenced in this narrative for your review and to underscore my confusion and frustration with this entire process.

Company response to consumer: Closed with explanation