Consumer complaint received 2015-07-16
Company: NATIONSTAR MORTGAGE LLC
State: KS
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Our aunt passed away with a reverse mortgage. Even though this was a total shock to us, we did the required letter of intent stating we would pay off with personal funds or at time of sale. They asked for supporting documents we called and said we could n't provide real estate contract yet as tree had fallen on house, repairs were being made not to mention she was XXXX multitudes of paperwork, etc. has had to be gone through. We are from Kansas and it has taken several lengthy stays to get this work done getting it ready to market between the XXXX heirs. Not to mention we are dealing with a death that occurred during blizzard season. Months into process they refused to talk to executor stating she was not person named even though they had been given Small Estate Affidavit filed with the Court. In addition, a preforeclosure letter came, called stated that need new Letter of Intent, asked if needed to contact foreclosure people and they said they would take care of it. Lied, they did not, because we sent new Letter of Intent, then they sent someone to the house. Called again, they then for the first time said we had to pick one way or the other and provide documents but then we would be allowed to change. So I said fine we will do personal payoff and provide proof of funds, is that all you need to stop this foreclosure, they stated " yeah, we can submit that to be processed that will do it. '' Provided them with Proof of Funds from Bank as soon as we got them that day and XXXX days later still prior to deadline date. They continually use stalling techniques and state they do n't receive things when they have we have confirmation sheets proving. When called back they had n't even processed, now are telling us starting foreclosure process because proof of funds was not enough, we gave for the amount they stated on the telephone for us to provide. They also started preforeclosure and racked up fees prior to the deadline date and they stated that process was initiated prior to deadline date and we provided the requested supporting documents they said would suffice prior to the deadline also. We have continually asked for proof of expenses and was n't until XX/XX/XXXX did we receive a letter. Then changed name of what they need to Request for Extension instead of Letter of Intent. I have itemized their unfair practices in letters to them and instead of them confirming what I say is true they continue with proceeding with foreclosure and not telling us the truth over the phone. This company has a multitude of compaints against it on internet as well, all stating the same techniques. We need this foreclosure shut down so we can continue to market the home. We are prepared to pay off the loan balance but do not feel we should have to pay the fees they have incurred by not telling us the truth over the telephone. This company is practicing in a very illegal way in which consumers who have every intent of doing right ca n't even survive. They are liars over the phone which is what they do in order to stall to get what they want. This should not be allowed. Any reverse mortgages with this mortgage company Champion Mortgage needs to be notified so they can get out of their mortgages and refinance with a reputable company while they are alive. They are not honest. They do not use customary reputable methods of conducting business.

Company response to consumer: Closed with explanation