Consumer complaint received 2017-02-15
Company: NATIONSTAR MORTGAGE LLC
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XXXX of XXXX XXXX bank sold my mortgage to Nationstar Mortgage Company. In an attempt to be proactive, I called Nationstar and explained to them that after several unsuccessful attempts to do a Short Sale while my loan was with XXXX, that I wanted to do a Deed In Lieu. I thought by doing a Deed In Lieu I would be surrendering the property in a manner that was legal, correct and responsible, as opposed to just walking away abandoning the property and being a " irresponsible '' homeowner. After several looong months of getting the run around, sending in countless packets of Nationstar generated documents, along with my own financial records, bank statements and updated applications. In addition having to sit in a room with my ex husband for 45 minutes while we signed XXXX pieces of paper each and had them all notarized AND REVIEWED FOR ACCURACY AND PROPER COMPLETION BY MY ATTORNEY and HER ASSISTANT/NOTARY ... The Deed In Lieu was FINALLY executed on XXXX XXXX, XXXX ... .NINE MONTHS after I had begun the process!! I was relieved and felt very good about the fact that I had completed the process and surrendered the property in the manner of a proud homeowner. Now it is XXXX XXXX, and I received a phone call from a woman named XXXX stating she was with Nationstar Mortgage and that she needed my address so she could send a Notary to my residence to execute the Deed In Lieu Documents. i was very confused by this call because I thought the process was done and the property had already been sold. I told her that there was a mistake and the process had already been completed. 4 days later I received a mortgage Statement from Nationstar for all back payments since the date of default, they are also telling me I am still the legal owner of the property. I then proceeded to call the legal/escalations department at corporate. they told me the documents were not executed properly on their end and they are trying to get the problem fixed. I was supposed to get a call back on Friday XXXX XXXX. Needless to say I DID NOT get a call back on Friday, and had to call them back on Monday, with no resopnse. Then Tuesday, XXXX XXXX XXXX called AGAIN from customer Servcie in the Deed In Lieu Department, asking if I wanted to Proceed with the Deed In Lieu Process. I told her I was speaking with the escalation dept. and asked her to read the notes on the account. She informed me that there were no notes other than the notes from XXXX XXXX, when I called in about receiving the mortgage statement. So I called corporate AGAIN and spoke to the escalation dept. I was informed that they were still working on the issue to resolve it without the docs having to be re-executed. I asked why the account was not being notated, and he told me they were doing this " behind the scenes '' and they could not notate the account. Now I am sitting and waiting yet AGAIN ... I am at their mercy yet AGAIN! If I do have to re execute the docs, I do n't know how I will be able to, as I do not know the whereabouts of my ex husband, and if I did I 'm sure he would be unwilling to cooperate in signing the docs again!

Company response to consumer: Closed with explanation