Consumer complaint received 2015-05-09
Company: NATIONSTAR MORTGAGE LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
I am selling a home and attempting to get a payoff for the title company. XXXX XXXX XXXX sold this mortgage to NationStar. I was n't notified until XXXX/XXXX/2015 via US mail that my mortgage was to be serviced by Nationstar. Anticipating a closing on my sale in the next XXXX weeks I had be on-line looking at my mortgage account on the XXXX of XXXX and noticed irregular activity in the escrow account. I inquired about it and after considerable time on the phone I was informed that my mortgage was to be serviced by a new company. They told me that they had sent out a notice but only just the day before on the XXXX. They said it would include all the information. I told them the house was sold and I w\expected to be closing around the time of the transfer. I asked if this could postponed of canceled because I would need a payoff statement and I could foresee problems with getting this from a new servicer. Of course they could do nothing. We informed the buyers and tried to close before the transfer and scheduled it for the XXXX of XXXX. A payoff was obtained from B of A. The day before we were to close it was canceled because the title company was missing some document from the buyers. I hoped we could resolve it and close in XXXX XXXX but that did n't happen. On XXXX Monday XXXX XXXX I called Nationstar to see what information I could get and hopefully get the process going in anticipation of a clear to close any minute. Nationstar would not/could not provide anything as they said my account had not been " boarded ''. They stated it was scheduled to board on XXXX XXXX. Tuesday we were given clear to close. ON wednesday I call Nationstar and was again told they was nothing they could do and a supervisor ( XXXX ) told me it would be boarded Friday morning at XXXX and after 1 hour I could get the payoff. He said they were very aware of my issue and would call the number on my account as soon as it was available. Friday the XXXX I called and was told it was n't boarded and I could not get anything. I explained what I was told and she said I do n't know why you were told that. After a lengthy conversation I was told that the boarding was delayed and It could be at the end of the day. I persisted to ask and was then told maybe tomorrow morning and that they would be open until XXXX pm central time. I 'm now unable to close on this home and the buyers are out of their interest lock as of tuesday. We have only Monday to close and the title company said we had to have the payoff document Friday to have the closing documents ready for Monday. This entire deal may well be lost and all of the past 2 months wasted time and costs. Everyday costs me more money. I am out hundreds if we close at all and nearly {$4500.00} if I have to relist this property. I think I should ot have to suffer losses because of a bank decision to sell my mortgage. I think the buyer of the mortgage should have to assume the responsibility for service to the client. Ithink 8 days or more is unacceptable to board an account. This was completely out of my control and I did everything possible to inform both banks of the situation yet I am the one paying for this. At this point I 'm not confident I will ever get this resolved.

Company response to consumer: Closed with explanation