Consumer complaint received 2016-09-15
Company: NATIONSTAR MORTGAGE LLC
State: MN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
( A more detailed account of the events is attached to this complaint. ) This is an additional complaint and response to Nationstar Mortgage 's response to CFPB Case Number XXXX ( dated XXXX XXXX, XXXX ). 
Within two days of my husband XXXX, I contacted Nationstar via phone calls and then XXXX separate fax documents in XXXX of XXXX permitting/requesting me to be the point of contact for our home mortgage loan as was suggested by a representative of Nationstar. Although Nationstar has said they did not receive a request for forbearance, I contend that I did, in fact, apply for a forbearance in XXXX of XXXX ( via XXXX XXXX XXXX XXXX XXXX ) and that Nationstar left that detail out of their response. Additionally, in my letter of hardship and, submitted to Nationstar, I specifically state a request for forbearance. The email correspondence from XXXX XXXX XXXX to Nationstar also clarifies this fact. Along with a detailed and historical account of the actions I have taken, the following documentation is attached to substantiate these claims : 1. Fax to Nationstar ( dated XXXX/XXXX/XXXX ) Letter of Authorization ( Attached XXXX ) 2. Fax to Nationstar ( dated XXXX/XXXX/XXXX ) XXXX Letter of Authorization ( Attached # XXXX ) 3. Response from Nationstar to Original CFPB Case # XXXX ( Attach # XXXX ) 4. Forbearance Request to Nationstar ( dated XXXX/XXXX/XXXX ) with letter of hardship ( Attached # XXXX & # XXXX cont. ) 5. Email clarification from XXXX XXXX to Nationstar regarding request for forbearance NOT Loan Modification Request ( Attached # XXXX ) 6. Nationstar Letter XXXX XXXX/XXXX/XXXX XXXX Dedicated Loan Specialist ( Attach # XXXX ) 7. NPV Letter from Nationstar ( dated XXXX/XXXX/XXXX XXXX sent via XXXX Mail XXXX XXXX # XXXX XXXX XXXX. XXXX to XXXX XXXX of Nationstar XXXX dated XXXX/XXXX/XXXX ) as a response to above NPV letter ( Attached # XXXX XXXX 9. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via email and not received by me until response from Nationstar on CFPB Case # XXXX XXXX Attached # XXXX XXXX 10. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via email and not received by me until response from Nationstar on CFPB Case # XXXX XXXX Attached # XXXX ) 11. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via XXXX mail XXXX XXXX # XXXX XXXX XXXX. Peforeclosure notice and additional historical documentation ( Attached # XXXX ) Throughout this entire process, I responded to all XXXX Mail delivered letters from Nationstar but as it turns out some crucial documents ( Attached # XXXX & # XXXX ) had been sent via email and I was unaware of these letters as they were sent to the email address of my husband who had XXXX and was unable to communicate. No one from Nationstar EVER called me suggesting these letters had not been responded to or inquiring why we had not responded to these letters. Or telling me that email correspondence was taking place. I had responded to all communications we received in the XXXX mail and called Nationstar on several occasions throughout this process. I was NEVER informed that my husband was receiving email correspondence from Nationstar and that crucial requests for further documentation was being sent in this manner. Had someone explained those circumstances I would most definitely have responded and rectified the situation. I wanted to keep my home and I believed that I was going through all the recommended and legal processes necessary to do so. 
I suggest that Nationstar further investigate their records to decipher which communications were sent via email and which were sent via XXXX Mail. It will be become apparent that I did everything in my power possible to communicate with Nationstar. I have put forth an enormous amount of effort and work, provided an incredible amount of details and documentation to clarify this situation. It has taken valuable time and energy away from caring for my family and in so doing this has created a financial burden to our family.

Company response to consumer: Closed with explanation