Consumer complaint received 2018-08-19
Company: NATIONSTAR MORTGAGE LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage loan is with Mr Cooper. Due to a financial struggle, I defaulted in making mortgage payments. I did not know my home was in foreclosure until a friend of my husband told him that he saw our home on a foreclosure site. Upon finding out this information, we called Mr Cooper. They confirmed with my husband that yes, the home was in foreclosure. ( They never notified ) us about this, but they asked if we wanted to keep the home. We told them yes. So, they began the loan modification process. 
An agent from Mr Cooper made arrangements for a notary public to bring the loan modification documents to my home for me to sign, and the documents would be notarized at that time. I did explain to the agent that my last name is no longer my maiden name, XXXX, but XXXX. He advised me that he will need me to send them verification of the name change. I emailed a photo copy of my current drivers license, and my marriage certificate. 
In XX/XX/2018, a notary public can to my home with the modification documents. I signed the documents. ( Signature on the documents matches the signature on my drivers license ). The notary public took the documents. 
After allowing time for the modification to be processed, I called Mr Cooper to check on the status of the modification because I hadn't heard anything. The agent I spoke to advised me that they are just waiting for the attorney to release the home from foreclosure, ( indicating the everything was completed just waiting for the attorney to release the home from foreclosure ). 
It wasn't until XX/XX/XXXX, when I called Mr Cooper to advise of a payment that I learned that the loan modification documents that were sent out, needed to have been returned by XX/XX/XXXX. I advised the rep that I was unaware of any additional documents that were sent to me, and I advised him that I had already signed the documents back in XX/XX/XXXX, when the Notary Public came to my home. It was then that I learned that Mr Cooper needed my signature for both names, my maiden name and my married name. I told him that I was unaware of this, and asked him to email me the documents that needed to be signed. 
That day, I took the documents to be notarized. After which, I contacted Mr Cooper to send me a return label. I never received the return label, had to call a couple more times to get the label. For some reason i suppose, the labels that were generated to be emailed to me automatically by the system, didn't work. Finally, the agent I was on the call with, manually emailed me the label, via her own work email. I received that return label ; ( not sure what day that was ). 
Then I spoke with XXXX about the status of reopening the modification that I was told had closed on XX/XX/XXXX. He said, he saw where the other agents had submitted a request, but he have to see what can be done about getting the loan modification reopened. So, I held off from sending the modification I had since he said the matter was referred. I called back to find out the status of the loan modification being reopened. The agent I spoke with, said that I wasn't reopened, and told me that I have to find other ways to keep my home. He provided me with referral information to get assistance, none of those referrals worked. 
Then I received a call from XXXX in the Loss Mitigation Dept, advising me that they had reviewed the call that I referenced speaking with the agent back in XX/XX/XXXX, and saw where, based on the information discussed, that the agent did not provide me with the correct information regarding the loan modification, and noticed that the agent did not mention anything about Mr Cooper awaiting my signature on the new modification that was sent out. He advised me to send in the new modification. I advised him, I will use the return label that was sent to me. He said that he will contact me back regarding the payment to send in. He also, advised me not to speak with anyone except him. I told him that I had payment for both XX/XX/XXXX and XX/XX/XXXX months ready to go. ( The agents I had spoken to before, told me that the I would need to bring the account current in order to continue with the modification. 
Upon waiting for a call from XXXX, XXXX spoke with my husband, and advised that if I wanted to keep my home, prevent the home from going being foreclosed, that I would need to either sale my home, do a short sale, take out a loan to bring the account current paying {$24000.00}. 
I called XXXX, and left a message on his voicemail advising him of such, and for him to call me back to clarify what's going on, and what I need to do. 
I still reside in my home, and want to keep my home. 
There have been so many people giving different information.

Company response to consumer: Closed with explanation