Consumer complaint received 2016-11-07
Company: NATIONSTAR MORTGAGE LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My father died. I am the XXXX of his estate. I was told by the primary mortgage company ( Nationstar ) that if we did a Deed in Lieu of Foreclosure they would negotiate with the second mortgage ( XXXX ) on my Dad 's home so that it could be taken back on the Deed in Lieu. I was also told it would take XXXX days to complete. I sent in the paperwork. I waited. I called about a half a dozen times over a XXXX month period and left messages with the person who was suppose to be in charge of the account XXXX XXXX person 's name was XXXX, and I can not remember the other name XXXX. I did not get a call back. After XXXX months I got a letter in the mail stating that the Deed in XXXX had been denied for " Non-response from borrower ''. I called again and spoke with someone in the same department as XXXX, which I thought was the Deed in XXXX department since they sent a letter stating she was my account representative. They told me to refill out the paperwork I had already submitted. I asked why it was denied and was told that it looked like they needed additional paperwork. I asked why that was not sent or no one tried to call to request that paperwork since they had my phone number, mailing address, and email address. The man I was talking with said that he did not know why contact was not attempted, but I needed to fill that out and get it back to them. The next day someone from the department that tries to stop foreclosures called me. I told them I was working with the Deed in XXXX department and was getting paperwork together. He said that I did not need any of the additional paperwork, but needed to fill out the original paperwork that I had already submitted. So I did that. I called back a day or XXXX later ( Still thinking that XXXX is my Deed in Lieu contact since I have never gotten anything with anyone else 's name on it or a call from anyone else ) to check on my Deed in Lieu. I was told by a man named XXXX that it was denied because XXXX refused to negotiate with Nationstar. He also said - for the first time from anyone at Nationstar - that I was responsible for negotiating with XXXX myself. I had never head that from Nationstar before, and I knew XXXX was perfectly happy to negotiate. I called my contact at XXXX, XXXX. He said that Nationstar had not called him and that he needed paperwork stating that Nationstar was the first servicer and was considering a Deed in XXXX. I called Nationstar back and was told by someone named XXXX XXXX in the Deed in XXXX department ) that he would not provide anything for me, and I needed to negotiate on my own. After sometime on the phone I asked if he would speak with XXXX while I was on the phone. He said yes, if I could get them both on the phone at once. I was standing in Target when he called me so I did not have XXXX 's number to call him then. I called XXXX when getting home and tried back XXXX. XXXX and I left him a message. I have not heard back from XXXX since. He did send an email showing the lien and a judgement on the house that he said I would need to have removed. He also freely admitted that he never tried to call me through any of the Deed in XXXX proceedings and that he had only tried to contact my XXXX dead ) father. I asked why when they had had his death certificate, my administratrix documents, and all of my contact information for well over a year. He could not give me an explanation. It has been frustrating to get misinformation at EVERY call with Nationstar. I have been trying in good faith to let them know that there is no money in the estate and have done everything they have asked to get this deed in lieu done. I even sent them the key to the house and a letter with XXXX potential buyers for the property.

Company response to consumer: Closed with explanation