Consumer complaint received 2017-05-10
Company: NATIONSTAR MORTGAGE LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX   XXXX   (   XX/XX/XXXX - XX/XX/XXXX  ) My ori ginal FHA mortgage lender from   XX/XX/XXXX . A fter my divorce in   XX/XX/XXXX , I  attempted to sell and then short sell the property when the expenses became to high with a  XXXX  year-old and  XXXX . I received only one cash offer, which   XXXX   XXXX   denied. On     XX/XX/XXXX ,  I began my attempt at a modification payment, even though they were higher than my original mortgage payments. After my first two of three trial payments (   XX/XX/XXXX  and  XX/XX/XXXX   ), I received a letter that my loan had been transferred/sold and to direct all my contact and payments (   XX/XX/XXXX  f orward ) directly to   XXXX   XXXX   XXXX   XXXX   in   XXXX   XXXX  , NJ.   XXXX   XXXX   XXXX   XXXX   (    XX/XX/XXXX - XX/XX/XXXX  )  O  n  XX/XX/XXXX , I made my final modification trial payment electronically via my bank account. On  XX/XX/XXXX  I made a payment for the same amount, as my Case Manager at    XXXX  was unable to tell me what my new payments would be now that the trial payments were complete. On      XX/XX/XXXX   I n oticed that the payment was debited back into my bank account with the note "   XXXX   XXXX   Cor Pay Refund ''. Upon this discovery, I placed numerous emails to assigned Case Manager who suggested I submit another payment for   XX/XX/XXXX  along with  XX/XX/XXXX  payment. Towards the end of  XX/XX/XXXX , I then received a check for returning all  of my payments to  XXXX . My Case Manager had no answer for me why any of this was occurring. Out of frustration, I stopped making payments and prepared for foreclosure.
On   XX/XX/XXXX , I  discovered the option of a Deed-In-Lieu of Foreclosure and decided to pursue this avenue. I felt this was the responsible and correct thing to do, especially with  XXXX  young children. After numerous calls and requests to   XXXX   XXXX   XXXX   XXXX  , I finally received a Deed-In-Lieu packet to complete one month later, late   XX/XX/XXXX . On  XX/XX/XXXX  I submitted all the information they required.   Shortly after, the property was completely vacated and broom swept.  XXXX  completed all of their assessments and appraisals, winterized. locks changed and posted the property as vacant. I asked my Case Manager if I needed to check on the property, and was informed that   XXXX   would check in on it periodically. I received my final settlement packet ... Except it had my ex-husband 's name on it, and his name was never on the mortgage or deed.
For the next year,   XXXX   would insist he signed the paperwork, and I refused as I knew his name was not on the home, and did n't want him involved in all the paperwork. He had relinquished the home to me in our Final Settlement Agreement with our legal Divorce, which they had. I was finally informed that my ex-husband needed to complete a Quitclaim Deed. This Quitclaim Deed was comple ted on  XX/XX/XXXX .   On  XX/XX/XXXX  I submitted a complete packet! Please keep in mind, over these 6 years so far, all of my bank statements and tax forms, etc. expired after 3 or 6 months and needed to all be resubmitted. I ca n't count how many packets I have completed! Late  XX/XX/XXXX  I   received a phone call from   XXXX   XXXX   XXXX   XXXX   saying they couldnt complete the final inspection because there was a family of  XXXX  living in the property! I asked them how this could happen, as they were responsible for the property since they changed the locks and posted it. They just repeated the same line about We are invested in the property or something like that. I went to the Police and discovered a family of  XXXX  living in the unit sinc e  XX/XX/XXXX  -   over three months. I then filed an eviction at which the judge allowed the family to reside in the property until   XX/XX/XXXX . I inf ormed  XXXX , who said until then, everything was on hold. On   XX/XX/XXXX , t he family had moved out according to the neighbors, but now I was locked out of the unit.
Shortly thereafter I received a letter that my mortgage was sold to Nationstar Mortgage o n  XX/XX/XXXX  - the day before the legal eviction! NATIONSTAR MORTGAGE (  XX/XX/XXXX -PRESENT ) On  XX/XX/XXXX  I contacted Nationstar Mortgage, and informed them that I had been attempting a Dee d-In-Lieu and wanted to continue doing so. I asked for any paperwork, and they said they had all my paperwork from the previous lender. I just needed to complete a Confidential Statement of Information. I completed this and emailed it ( as well as my last completed packet with  XXXX  ) back less than an hour later. I immediately received an automated confirmation email that my document and email was received and was being processed.
B y  XX/XX/XXXX  I  didnt hear back from Nationstar so I followed up and was told that there was another page that needed to be completed. I was sent the same document as before, but with one additional page. I completed these and emailed them back, along with the previous   XXXX   packet ( again ). Shortly thereafter I was assigned a Deed In Lieu Specialist who informed me she would order a BPO. I informed her that I did not have keys to the unit as  XXXX  changed them on me, and the squatters locked me out. She said she would do what is needed to have a lockbox put on the door and the BPO completed.
O n  XX/XX/XXXX  I  received a message from my Deed In Lieu specialist saying, Im emailing you to let you know I will have to cancel the deed in lieu for your file by tomorrow if I have not heard from you to get the bpo ordered for this file we need to get a realtor inside the property to take pictures your file is on hold. When I called her to remind her of the sqautter/key situation, she also claimed that Nationstar never received any paperwork.
On   XX/XX/XXXX  I  sent all the documents again. On   XX/XX/XXXX ,  the Deed In Lieu Specialist confirmed she received the documents and would let me know if she needed anything else.
On   XX/XX/XXXX  my Deed In Lieu Specialist informed me that she needed a fw9 completed, an d separate letters for each payoff amounts for each lean from the HOA. The HOA explained to me that it was a running balance and they couldnt really separate the amount into separate letters.
On    XX/XX/XXXX    I sent my Deed In Lieu Specialist the fw9 and payoff letter from the paralegal for the attorney representing the HOA. The Deed In Lieu Specialist stated she needed a statement through     XX/XX/XXXX . On  XX/XX/XXXX  the attorney replied We can not give you a definitive payoff amount through  XX/XX/XXXX . The as sociation assessments are recurring monthly fees, plus late interest and legal fees and costs to collect this debt. I believe we provided   XXXX   XXXX   with a payoff through   XX/XX/XXXX  and we can update the payoff in  XX/XX/XXXX . On  XX/XX/XXXX     The DIL Specialist replied, Then you will be responsible for paying your HOA Bill every month until we close otherwise it will continue to come up on the title and we will not be able to close with any title lien issue showing up on the title once you have paid the HOA bill send me a copy showing it has been paid in full an the balance owned is at a   XXXX   balance.
Here was my response which brought me to contacting you : I am not sure why making a settlement with the HOA is such an issue for you/Nationstar.   XXXX   XXXX    ( t he prior mortgage company until mid   XX/XX/XXXX ) had n o problem making a settlement agreement with the HOA quickly and directly.
It seems that you are asking for something irregular. I am sure the HOA 's law firm has dealt with this issue plenty times before - and I am sure they want to be paid. I will be contacting the Consumer Financial Protection Bureau ( CFPB ) to see if this is regular and appropriate practice.
I will not be paying any of these dues as I am a part time employee with  XXXX  children and {$120.00} total in the bank, and no assets. My expenses ( rent and electric ) exceed my monthly income and I have no savings.
From day one ( approximately   XX/XX/XXXX  ) , all I have tried to do is work with the  XXXX  mortgage companies (  XXXX ,   XXXX   XXXX  , and Nationstar ) years to transfer the property ownership to the mortgage company, and take care of my responsibilities.
I attempted to sell, short sell, modification and deed in lieu - all without success. It seems that it is in Nationstar 's best interests to drag this out so I have no choice but foreclosure, so you can assess even more fees until then.
All this being said, has the BPO been completed yet? I know you keep asking me for keys which I keep telling you I do not have after the squatters finally left and locked me out. Prior to the squatters the unit was winterized and posted by   XXXX   XXXX   and was posted. It is no surprise that they sold the loan to you the day before the legal eviction.
Please contact me via email only from this point forward so I have all communication in writing.
Shortly thereafter I received two emails from my DIL Specialist, The bpo has been completed and Per management ask the HOA Company for a payoff out until the end of   XX/XX/XXXX . All  in all, I dont think this all should have taken 6-7 years! Most people would just walk away and foreclose I almost did myself but I want to do the right thing.

Company response to consumer: Closed with explanation