Consumer complaint received 2016-02-04
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am in the United States XXXX and have a family of, including XXXX children under the age of XXXX. I was XXXX last year for 6 months. During this time, my wife, XXXX XXXX, contacted our bank Nationstar, to discuss the possibility of a short sale or deed in lieu of foreclosure ( DIL ). She started this process in XXXX of XXXX. We were assigned our Single Point of Contact ( SPOC ), XXXX XXXX, on XXXX/XXXX/XXXX, who informed us that the initial paperwork would be sent immediately. On XXXX/XXXX/XXXX, we spoke with XXXX in the Customer Service department, who informed us the paperwork was never sent. We received the paperwork about 2 weeks later. On XXXX/XXXX/XXXX, we spoke to our XXXX, who informed us that the appraisal was received, which contained the fair market value and specified the home was affixed to the ground. Between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, we left multiple messages with XXXX, including a message through the DIL department. On XXXX/XXXX/XXXX, we were notified that a survey needed to be conducted and the VIN number of the home was required. We were notified on XXXX/XXXX/XXXX that the final paperwork was in progress and we should have a final answer soon. We did not hear anything for almost a month, so we called on XXXX/XXXX/XXXX, but could not reach XXXX, so a message was left and a follow up e-mail was sent to inform him I could no longer make the payment on the home, as my XXXX was now over and I was no longer receiving extra pay. On XXXX/XXXX/XXXX, we spoke to XXXX, who told us a request was sent to the attorneys regarding our title. We made attempts to contact XXXX multiple times in XXXX and XXXX, including leaving voicemail and speaking to his manager. We have heard nothing regarding our DIL status until XXXX/XXXX/XXXX, when I received a call from the bank asking if I had any questions about my loan to which I only had XXXX, can someone please provide me with a status of my DIL. I was informed my DIL was denied because of a failure to resolve a title issue and that a letter was in the mail to me. On XXXX/XXXX/XXXX, I called to get more information and was told the letter was never sent. XXXX XXXX from the bank told us that the DIL attorneys notified the bank that paperwork XXXX was required stating the home was affixed to the ground at the beginning of XXXX. Due to my financial status, I have been unable to make my payments and have actively hunted for renters, with no luck. The bank has placed my home in abandoned status, which lead to the insurance company dropping the required insurance. Due to this, the bank has started charged me fees for insurance. 
I do not understand how the bank purchased the servicing rights to my loan from XXXX XXXX XXXX without a clear title or without proof the home was affixed to the ground. I attempted to provide all I could to show them it was affixed, but I feel the burden should fall to them when they are making an important loan modification decision. In my opinion, NationSTar did not fulfill their fiduciary responsibilities to me, as a customer, in a time of need. Additionally, their lack of communication caused a lot of additional stress on my wife as she felt in the dark during the situation, while I was in XXXX and she was home with our XXXX children. I understand that since this purchase was not prior to my XXXX Service, that I am not eligible under the SCRA ; however, I believe NationStar was in violation of the regulations under UDAAP for the way in which they handled my DIL request

Company response to consumer: Closed with explanation