Consumer complaint received 2015-10-01
Company: NATIONSTAR MORTGAGE LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been trying to prevent a Foreclosure on my property since the end of last year and have been in constant contact with NationStar trying to prevent this. I have, literally, sent email after email and made phone call after phone call to get them documents in a reasonable amount of time. All of the documents that we submitted through XXXX were uploaded to NationStar on multiple occasions and with the exception of needing updated bank statements and pay stubs, they were all the same. My realtor used the software from XXXX right after we listed it to get it approved for a short sale. Well, the sheriff sale is tomorrow so obviously, the approval NEVER came. 
My realtor put the sign in the yard in XXXX to get the process started. When we contacted NationStar, they told us that we needed to start the process on the XXXX site to get the property approved for the Short Sale. During this time, we received an offer that we had to wait to submit because of this whole process. When my realtor listed my property and if there were any delays to submit these documents, we were waiting for a response from NationStar representative. When my realtor talked to someone else at the company, because after more than a week, she still had no response from him. She was told he had been away on vacation and no one had taken over his files when he was gone. Every other document that we were told we needed was submitted within about 2 days time. Also, when these were needed, my agent would notify me when she needed them. After I would send them to her, she would again notify me when she would upload them to XXXX. NationStar was telling me when I called that the realtor was causing the delay with failure to upload documents and I knew this to not be the case, as she and I were in constant contact. 
Multiple times, we would contact NationStar within minutes of each other and every time we talked to a representative, we were told different things EVERY time we called. When I received the final papers that the house was going up for sheriff sale on XXXX XXXX, to say the least, I was shocked. We have been working on this diligently to expedite the Short Sale review so we could get approved to submit the offer of over {$70000.00}. 
In multiple phone calls from either myself or my realtor, they would tell us there were documents that needed to be submitted that had already been submitted to XXXX ( weeks prior. ) When they asked for these, I told them what date they were sent and then they would find them in the system. 
The times my agent would inquire into what documents were needed, she would receive a generic message from the rep, stating that ALL the required documents needed to be submitted again. Typically, it was updating of a bank statement or pay stub. When we would call NationStar Short Sale department, they say it was the XXXX or new bank statements, which had already been submitted. 
After multiple go-rounds with NationStar for almost a year, again where they are telling my realtor one thing and myself a completely different thing, my house is now going up for sheriff sale. The XXXX week of XXXX, we were told to submit MORE documents, documents that had already been sent in. She told me that the submission of these would reinstate the review for the short sale and I immediately submitted XXXX more recent bank statements and the most recent pay stubs that I had. I called later on that night and spoke to XXXX of the men in the department and he told me that he received these documents and that the review was still on-going. When my realtor called a few days later, they told her that there was nothing we could do that it was going for sheriff sale. 
So after multiple reps and non contact, I am now going to have to fight this in any way possible because this companies failure to know the system they are lacking the knowledge to use.

Company response to consumer: Closed with explanation