Consumer complaint received 2018-02-27
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband passed away on XX/XX/XXXX 0f XXXX. The following month in XXXX I notified Mr. Cooper ( Which was then Nationstar Mortgage ) about my husband 's passing sending a copy of the death certificate and my id as I am listed as his spouse and next of kin I maintained contact with them and transacting with them making payment towards the mortgage and speaking with the various representatives that called me. 

Prior to my husband 's passing the account was past due I contacted Nationstar mortgage and made payments bringing the account current. In XXXX I fell behind on the payments at which point I entered into a trial period plan with Mr Cooper to make trial payments in XXXX, XXXX and XXXX I have attached my bank statements showing payments posting on XXXX, XXXX and XXXX in the amount agreed upon XXXX. I received a packet from Mr. Cooper in XXXX advising that I was eligible for the modification and instructions on how to accept the offer. I signed all the documents on XX/XX/XXXX accepting the term of the modification and returned it to them ( copies of these documents are also attached ). I maintain contact with the representative who was assigned to my account. 

According to the terms of the modification the first payment was due on XX/XX/XXXX in the amount of XXXX at which point I called my assigned representative and made the payment with her. I was later informed that they needed a letter of administration from me stating that I was the personal representative for my husbands estate in order to proceed which I got from the courts and faxed to Mr. Cooper 's modification department on XX/XX/XXXX. On XX/XX/XXXX I received a call from a collections representative at Mr. Cooper advising that my account was in default for XXXX and could possibly go into foreclosure. I advised the representative that the account was modified at which point she told me that was incorrect, there was no modification for this account. I asked to speak with someone in the modification department and was transferred. I spoke with a modification representative who then told me that the modification was rejected because they did not have me as the representative for my late husband 's estate. I advised her that I sent in all the documentation needed including the letter of administration, the call was escalated to a team leader who explained that my case was escalated to their legal department to draft up assumption paperwork for the account and that could take a while. There also a denial letter posted online that same evening advising that my modification was declined because I did not make the trial payments on time and did not return the modification paperwork timely, which is incorrect I have attached bank statements that show all the payments in the trial period being made timely as per the amount agreed upon in the trial letter. 

I maintained contact with my account representative by both email and phone to keep abreast with the progress of the assumption. She kept advising that she was in contact with management about my account and that the assumption paperwork would be drafted and sent to me shortly for signature. When I called in XXXX to make a payment to the account I was advised by my account representative that I could not make a payment on the account because the system would not accept a payment, ( when logging into the mrcooper.com there was a notice on the account advising that it was not eligible for payment ) she also assured me that my case was being reviewed and they would have the documents drafted and sent to me shortly. She also promised to call and keep me updated which she did not do but I did. I have kept copies of all the documents and agreements with Mr. Cooper. 

Today XX/XX/XXXX I received a letter from Mr. Cooper via certified mail advising that my account was in default as of XX/XX/XXXX ( which was during the trial period which I completed successfully ) and they are now requesting a payment of XXXX by XX/XX/XXXX of XXXX to avoid foreclosure processing on the account. 

I feel that Mr. Cooper has dealt with me unfairly in this matter. They were made aware of my husband 's passing in XXXX of XXXX, continued to discuss the account and transact with me in the absence of a letter of administration and also remodified the loan. I did everything that they asked of me and accepted a modification of the account and never defaulted on the payments until I was advised by my account representative in XXXX of XXXX that she could not accept and process a payment for my account as we were waiting for the assumption. I am concerned about loosing my home of over 10 years and the only home that my children have known. 

I feel that they entered an agreement with me and I kept my end of the agreement and it is only fair that they uphold the terms of the modification and allow me to make payment to the account as I have been doing without the fear of foreclosure and being homeless. I would like them to allow me to assume the responsibility for the mortgage legally on behalf of my late husband and my children.

Company response to consumer: Closed with explanation