Consumer complaint received 2016-04-18
Company: NATIONSTAR MORTGAGE LLC
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
First, I have a full Power Of Attorney that is on record at the XXXX County Court, XXXX, XXXX XXXX to act on behalf of XXXX XXXX [ brother ] reference Nationstar Mortgage Loan account # XXXX, to assist him manage this account. Do so, since XXXX '. My wife and I have managed the property before it was transferred to Nationstar from XXXX when we ( or I ) first attempted to assume the loan. Because of some paper shuffling and double playing XXXX managed to pull the preapprove loan off the shelve and transfer the property to Nationstar. 
When Nationstar received the property in earlier XXXX ' it was behind mortgage payment. I explain to them what happen and agree to catch it up ... request there help to again assumption of the -- they agreed. Once the payment were caught up the assumption process started, this is when all confusion let loose. Paper never full came together, I was told they did get this or that. Representatives that I had spoke to suddenly became unfamiliar or did not work there any longer. To date you can be at assigned a Nationstar Special point of Contact and this person will not even return your calls. I called those assign to me neither called. Weeks ago, I spoke to a XXXX XXXX XXXX for the first time it seemed the most professional lady and caring of any Nationstar I ever spoke too -- she suggest that modification is what it will take to turn property over to me. 
Because I already had a legal document for XXXX ( Full Power of Attorney ) and once the modification is complete the property will be in my name only ( deeded to XXXX XXXX - XXXX XXXX to be removed ). XXXX XXXX { brother } has not manage, nor paid the mortgage, taxes insurance and upkeep on this property. Some key Nationstar representatives are ignoring the fact that an assumption began on XX/XX/XXXX/XX/XX/XXXX, they say they disapprove because could not contact me [ then undersigned, not one letter sent to me ... though ]. I called then, XXXX, XXXX XXXX, XXXX XXXX and wrote then about my concerns lost documents, lacks of response to calls and for pending approval. For example, was told would receive a call no on or about XX/XX/XXXX pending approval assumption. 
When I received No call I, followed up only find out that their were missing documents according Nationstar. If these documents were that important they could and should mail to XXXX XXXX XXXX, XXXX, XXXX XXXX. Lastly, Nationstar is mailing everything to XXXX XXXX XXXX, XXXX XXXX XXXX, even though they full well know there is an on going assumption in process. It is necessary for the CEO ( s ) or President to insert themselves into the resolve this situation as currently, we have pay XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and will not continue to { as this will be the third promise the Nationstar representative have broken to help complete the assumption process }. Especially when you have a manager tell you to have brother, " come in a borrow more money ''. Nationstar needs to complete the assumption as required. Because we agree it was through no failure of mind they were not able to contact me by phone. 
A simple letter would have initiated there final attempt to contact me if wanted to approve. Plus, the company must review policies that suggest there other reason ( s ) that the loan can not be transferred that I am not aware and/or telling me about. Finally, the phone records at Nationstar must be review to be sure it is clear I have made every attempt to satisfy requirements to complete assumption process, [ the modification was submitted base on expert recommendation and my review, required my call and representatives got upset ]. 
I have receipts and various documents that I can submitted to Nationstar which can be provide upon request. Bottom line, if this can not be resolve between the two parties, court appoint arbitrator and or sell/foreclosure.

Company response to consumer: Closed with non-monetary relief