Consumer complaint received 2017-09-11
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello! 

My husband and I are in the process of applying for a HELOC on our home. In the process of collecting all of the documentation needed, we discovered that Nationstar Mortgage / Mr. Cooper ( our mortgage servicer ) does not have a copy of our Mortgage Note ( a crucial piece to being approved for a HELOC ). 

I called Nationstar / Mr. Cooper to acquire this document for the first time on XXXX XXXX. They told me that they did n't have a copy of the mortgage note and sent me the deed of trust instead. They told me that this should have all of the information that the underwriting department needed to proceed with the HELOC. 

I found out that that was NOT the case and that the underwriting department for XXXX XXXX DID need the mortgage note and the deed of trust was not sufficient to move forward. 

I called Nationstar / Mr. Cooper again on XXXX XXXX to let them know that I needed the Mortgage Note, not the Deed of Trust. At this point, they contacted XXXX XXXX ( who managed our loan before they passed it on to Nationstar / Mr. Cooper ) to see if they could get a copy of the Mortgage Note. They found out that XXXX was no longer in the business of servicing loans and could not give them a copy of the note. So they submitted a request to get a copy of the Mortgage Note from XXXX XXXX Legal Department. 

I called Nationstar / Mr. Cooper after receiving no updates again on XXXX XXXX to get an update. I was told that they still had no copy of the mortgage note and they did n't know why. They sent me the Deed of Trust again - thinking that it would suffice. It did n't. I was told that they would again submit a request to get a copy of the Mortgage Note from XXXX. 

I called once again after receiving no updates on XXXX 1st. I was told once again that they would request a copy of the mortgage note from XXXX. I was told that this could take a couple days to get approved. I had already been waiting a week at this point and was told that this was the third request for approval so I was n't holding my breath. 

I called again on XXXX XXXX to see the status on the approval ( I gave them a couple extra days this time because of the holiday ). Apparently the request was received on the XXXX and was pending approval. 

I called again on the XXXX and was told that the request was approved that day. I called today ( XXXX ) and still do not have a copy of this mortgage note ( and neither does Nationstar / Mr. Cooper ). 

I am frustrated with this whole process for a number of reasons. 

1. Nationstar / Mr. Cooper is required by law to have this document in their possession and they do n't.
2. If I had not been calling them 1-2 times per week, I doubt that this process would have moved at all. They have made zero effort to communicate with me on this issue even though they are the ones at fault. I feel as if I have been given the run around and they have been too lazy to do anything about it.
3. We have been waiting on this one document to move forward with our HELOC. We are using the HELOC to fix our roof before the rainy season is here in XXXX XXXX. Not to mention the potential rate changes on HELOCs. 

4. If damage happens on our roof or if rates change negatively, I hold Nationstar / Mr. Cooper at fault for holding up this process.
5. Nationstar / Mr. Cooper keeps passing the blame to XXXX rather than taking responsibility for this problem. I was told by a Manager today that this happens often when they get new loans - which makes me think that this should be something that they pay moreattention to, vs. writing it off as a non issue.
I am very disappointed with how I have been treated in this whole process. I gave them every opportunity to help me and they have not. I am NOT pleased with Nationstar / Mr. Cooper and how they have handled this situation.

Company response to consumer: Closed with explanation