Consumer complaint received 2015-12-13
Company: NATIONSTAR MORTGAGE LLC
State: MA
Product: Mortgage
Sub-product: Other mortgage
Issue: Settlement process and costs

Complaint:
After being underwater for 8 years in my condo and struggling financially, I was finally able to apply to refinance my mortgage in XXXX XXXX. The refinance date was scheduled for the end of XXXX. However, in XXXX the bank attorney, XXXX XXXX, contacted me by phone to say that there was a problem with the title to my condo. He informed me that he was in the process of contacting Nationstar Mortgage to resolve this issue. On XXXX XXXX, XXXX ( see attached ), he contacted Nationstar legal department via email. After no reply from Nationstar he tried contacting them by phone multiple times with no response. 

On XXXX XXXX, XXXX, ( see attached ) Attorney XXXX sent me a letter stating after multiple attempts he has not been able " to secure the missing assignment in your chain of title, '' as noted in his XXXX XXXX, XXXX letter to Nationstar. Please note at the bottom of Attorney XXXX XXXX XXXX, XXXX update letter to me, he stated that he " received the enclosed response from Nationstar ( XXXX XXXX, XXXX ), which states that I should hear back from them XXXX XXXX, XXXX. I have patiently called them and emailed them on numerous occasions without any success. Unfortunately all we can do is continuously request the missing assignment. You should do the same and call Nationstar at ... '' It should be noted that Attorney XXXX was stating this because of Nationstar 's lack of a timely resolution which was jeopardizing the rate I had locked in. 

In XXXX XXXX, I purchased my condo through XXXX XXXX XXXX. In the fall of XXXX, I was notified by XXXX XXXX XXXX that they were transferring my mortgage to Nationstar. In XXXX XXXX, I started to be billed, and made my mortgage payments to Nationstar. Please note : In the attached files that " XXXX XXXX '' is mentioned ... I have no idea where that came from because I had never heard anything about XXXX XXXX during the mortgage transfer. 

After buying at the height of the market in XXXX, and not being able refinance for 8 years because I was under water, I am learning that there 's a problem with the title ... I do n't understand how this could happen. I 've always paid my mortgage on time with never being late. This issue is significantly impacting my financial future. I am in my XXXX, and have 20 years left on my mortgage as it stands now. With the refinance opportunity I would be able shave off 5-years and lower my monthly payments by {$150.00}. Furthermore, with this title issue, I 've learned that my condo can not be sold. 

Personally, I have called Nationstar multiple times at ( XXXX ) XXXX to see if I could get them to accelerate the resolution to this issue. I have requested to speak to supervisor/manager and have been denied by the woman who answers the phone. I only know her name as " XXXX. '' At one point when I was in tears, I insisted to speak to someone other than her. She absolutely told me that I could not speak to anyone but her. 
I am hoping that you will be able to help me with this situation because I am desperate and running out of time.

Company response to consumer: Closed with explanation