Consumer complaint received 2016-05-22
Company: NATIONSTAR MORTGAGE LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
To whom this may concern, my name is XXXX XXXX, my wife and I are terrified that our mortgage servicer, Nationstar is forcing our mortgage and our home into foreclosure for their own monetary gain without offering us an alternative to foreclosure. We now have a Sale Date of Tuesday, XXXX. We desperately need someone to step in and intervene or we are afraid that we will lose our home that we have been trying to get back on track with Nationstar for so many months, that has now turned into years. 

My wife and I suffered financial hardships some time ago and notified Nationstar when that happened. We began the process of attempting to get the loan modified. I have never seen a big company run with such disorganization and the continuous mishandling of protocol and documentation. Violation of The Real Estate Settlement Procedures Act ( Regulation X ) XXXX Loss mitigation procedures. The Consumer Financial Protection Bureau established rules to " protect mortgage borrowers from costly surprises and runarounds by their servicers. '' My understanding is Nationstar received over XXXX dollars in the T.A.R.P. bailout in XXXX. They agreed to help struggling homeowners that had genuine financial hardships ; homeowners like us. How is it that after months & months of submitting numerous financial packages & documentation to them that they continuously lose & mishandle documents over & over? XXXX XXXX Receipt of Loss Mitigation application - " A servicer shall exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application. '' Along with submitting numerous financial packages ( RMA Packages ), we have had anywhere from XXXX to XXXX different account managers. XXXX Continuity of contact - " Servicers are required to maintain reasonable policies and procedures with respect to providing delinquent borrowers with access to personnel to assist them with loss mitigation options ''. Why were n't we assigned a single point of contact to assist us in saving our home? 

This whole ordeal with Nationstar has been a complete debacle ; it has looked to us that they have deliberately mishandled and mislead us time after time, jumping through never ending hoops only to end up in foreclosure, now with an auction date on our home. How are we in foreclosure when we have been trying to get a modification and have done seemingly everything they have asked us to do? XXXX XXXX Dual Tracking is prohibited. " Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. 

XXXX Early intervention requirements for certain borrowers - I do n't feel that Nationstar has ever provided us with a " Fair Review Process '' for a modification, as required under the XXXX & Consumer Protection Act. " CFPB 's mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure '', " borrowers should n't be surprised by the start of a foreclosure proceeding until they have had time to explore all available options ''. 

We can afford our payments and have been able to for some time. We need this loan modified and put back on track so we can remain in our home that we love and want nothing more than to begin making payments again. We are pleading for someone to step up and do the right thing by us. Please help us ; our sale date is Tuesday, XXXX XXXX, XXXX at XXXX 
Thank you in advance for anything you can do, XXXX XXXX & XXXX XXXX

Company response to consumer: Closed with explanation