Consumer complaint received 2015-03-22
Company: NATIONSTAR MORTGAGE LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We got behind on our mortgage.I stayed in contact with the company but each time I called it seemed I had a different " account specialist ''. They would usually tell me I could modify and they would send the info.Sometimes I would receive it, sometimes I would n't. A couple times I did get the packet and sent all the documents in. But after not hearing back I would call and it would be someone new who had no record of the prior conversation or the docs.Finally after many months I did get someone who was able to get a modification going.But when we got the info in the mail the trial payments were a lot higher than what our previous payments had been.We made the first two but could not make the third.I called back and was told " no problem I could try again ''. This was XX/XX/2014 they did send the packet and once again we gathered the needed docs and sent them in. After this we contacted Keep Your Home California.They interviewed us over the phone and said we pre-qualified for a mortgage reinstatement where they pay your mortgage current and you go back to making your normal payments.Our mortgage company is on the list of companies that KYHC has agreements with.We worked with KYHC, sending in all the docs that they needed for different steps of the process.Then one day we got a notice to quit taped to the front door.It stated our home had been sold XX/XX/2014 the purchaser was XXXX XXXX.I called my contact at KYHC she said we were approved that morning for the reinstatement. But when she contacted our mortgage company to complete the process they told her it was no longer in our names.She told me I should call the law firm listed on the notice to quit, because if I could get it resended back into our name they were ready to pay mortgage back to current.I called the law firm and was told I needed to call the mortgage company.The mortgage company said I needed to talk to XXXX and they connected me to them.XXXX XXXX said they did n't understand why the mortgage company could not have just taken care of this, but she said she would escalate this and had me leave a message on the level XXXX voice mail.I got a call the next day from a level XXXX person. She said she would investigate the matter and get back with me. She called the next day, said there was no evidence of wrong doing.And the mortgage company was not willing to put it back in our name to complete the reinstatement and collect the payment.My level XXXX contact said there was a program available that allows foreclosed homeowners to repurchase there homes.I told her I was interested and she said someone would contact me within a week.No one did, but we did get served an unlawful detainer, so I called her back.She did not understand why I had not been contacted, but would send the info again and wanted me to call in a couple days if I had n't heard anything.So I called several times, each time she would re enter and did n't know why I had n't heard back.I did n't understand why their lawyers are aggressively trying to remove us from our home while she is telling us to wait for this info.The last time we spoke she said the info was gone from the system.She re entered it and said she would call me the next day to make sure I was contacted.That was more than a month ago.She no longer takes or returns my calls.I did call back and try to start over with a levelXXXX person.Because I wanted to let them know I believe there is an issue of dual tracking since I have the modification packet they emailed XX/XX/XXXX and they sold the home XX/XX/XXXX.They just sent me back to the level XXXX voicemail.I did get a call that afternoon from their lawyer saying they received info that I was interested in repurchasing the home.They said XXXX would contact me with the amount.Which would have to be paid in cash.They have not called and this is not the buy back program they spoke to me about.

Company response to consumer: Closed with explanation