Consumer complaint received 2016-08-16
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX my mother took a reverse mortgage with XXXX XXXX. After that the loan was sold to Nationstar dba Champion Mortgage. My mother died on XXXX & Champion was notified on XXXX. They requested items that I faxed to them. They required letters of intent by specific dates but refused to provide the dates in writing. I was told that it was not their policy to provide this information in writing so I was forced to file a complaint with the XXXX to get it in writing. I have been cooperative in this process & have provided everything requested in a timely manner. The estate as required is providing property insurance, current on property taxes ; utilities are on & being paid ; the property is secured & inspected daily ; & the property is being maintained. On XXXX a letter of intent was sent to them indicating my intent to complete a deed in lieu of foreclosure ( DIL ). They were informed that all future correspondence and calls should be made only to my Attorney. They have been uncooperative regarding the DIL review & to letters and phone calls from us regarding the DIL & they continue to engage in deceptive & unfair practices with regard to the servicing of the mortgage. Their lack of cooperation & delay tactics are highlighted by a letter from them dated XXXX, postmarked XXXX & not received until XXXX. This letter required a response within 8 days from the date of the letter, by XXXX, or they would proceed with property preservation actions, namely foreclosure. It seems rather coincidental that their Attorney completed a Summons & Complaint initiating the foreclosure on the property on XXXX, the XXXX day of their XXXX letter. All were filed on XXXX but not served to me until XXXX. Their delay tactics are further highlighted by a letter dated XXXX from their Attorney to the estate but not postmarked until XXXX & not received until XXXX. On XXXX, the date of the filing of the Summons & Complaint, unauthorized agents representing Champion attempted to illegally enter the residence with the intent of changing the locks. They questioned a neighbor about the property & told him that it was in foreclosure. A further inspection of the property indicated they had forcibly attempted to enter the house so the police were called & complaint filed. They continue to insist that they be allowed to change the locks to the residence to secure the property and I am opposed to this. The initial documentation regarding the DIL process that they provided does not indicate that requirement, the original reverse mortgage documents do not have that stipulation & XXXX does not require it as a prerequisite to the DIL. If allowed to do this they would have unfettered access to the property while it remains insured by the estate. The estate would continue to insure property and not have access to or control over them or their agents accessing the property. If this were allowed to happen it would create a major liability issue for the estate. They have never provided a written request to access the property to determine its status. They claim that they have not completed any inspections of the property but copies of the monthly mortgage statements indicate that they have been made with the cost being added to the mortgage. They have been informed many times that the property has been vacated, is clean, secured & being maintained. The property was referred to foreclosure on XXXX despite that fact that a letter of intent was sent on XXXX stating that we were willing to proceed with the DIL & despite their XXXX letter indicating that the request for the DIL had been accepted into their program. Also, they have continued to contact me by phone despite my Attorney 's letters of XXXX & XXXX stating that all contact should be made directly to him.

Company response to consumer: Closed with explanation