Consumer complaint received 2015-09-11
Company: NATIONSTAR MORTGAGE LLC
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been trying to work with Nationstar Mortgage Company since XXXX of XXXX, when they returned our payment for being late. In approx. XXXX of XXXX I tried to do a modification, at that time I was working XXXX jobs and would have definitely qualified for a loan modification. I faxed them all the required documents and got a receipt from the fax machine that all XXXX pages had gone through. I waited to hear from them for a couple of weeks but they never contacted me so I called them and they then told me that there were pages missing from the fax I had sent. In XXXX of XXXX, I had to leave my job because my daughter had begun taking XXXX in XXXX and my husband was diagnosed with XXXX XXXX XXXX. I had no one to help me take care of them so I resigned from my full time job. In XXXX of XXXX I received a letter about a foreclosure sale. I filed Chapter XXXX ; which stopped the foreclosure sale and the mortgage was discharged. 
I then tried to negotiate a deed in lease/deed in lieu with Nationstar. They informed me that someone would be contacting me from Tenant Access. A few days later XXXX XXXX from Tenant Access contacted me and made arrangements to come out to the property. That same day he drew up a lease agreement that we all signed ; however the dates were intentionally left blank. When I informed Nationstar about the progress on the deed in lieu/deed in lease, they did not seem happy that Tenant Access had done the lease agreement. This agreement stated that we would rent the property for XXXX and receive {$3000.00} at the end of the lease. We then found out that their was a lien on our property that was an error because my husband 's cousin had the same name. I physically went to the registry of deeds and found out that the lien had been released in XXXX of XXXX ; however, in XXXX Nationstar 's legal dept still had not resolved the lien issue. I was then told that I had to complete the deed in lieu before I could get a new lease agreement. Months went by and I left messages and sent emails to Nationstar, but no one got back to me. In XXXX of XXXX I received an email from Nationstar stating that my deed in lieu file had been closed due to no contact. I also found out in XXXX of XXXX that I could qualify for a {$50000.00} grant, but I needed a letter from my mortgage company dated within the last 30 days stating my home was in foreclosure. I requested a new letter from Nationstar, but I never received it so I lost my chance for the grant money. After that I did not hear anything from Nationstar and they started sending me statements again. In XXXX of XXXX I received a letter about a foreclosure sale that would be held on XXXX XXXX. I was able to get a 60 day postponement though the XXXX. I called Nationstar and left a message asking them to contact me because I was interested in trying to do a HAFA Short Sale. They never called me back, but they sent me the HAMP paperwork. The paperwork was dated XXXX XXXX and it stated that it had to be back to them by XXXX XXXX ; however I did not receive the paperwork until XXXX XXXX. I called them about this problem and they told me not to worry about the date, just send in the completed package asap. On XXXX XXXX I overnighted the paperwork to them. When I called them to make sure they received it, I was told that it was too late because the foreclosure sale was set for XXXX XXXX. I called my HUD counselor at XXXX and she contacted them for me. They told her that they would process my paperwork, but they would not cancel or postpone the foreclosure sale. Today I called the investor that is interested in doing the Short Sale and he said there is not enough time. Nationstar has changed my rep several times, they never return my calls or emails. I feel that they dragged out every process and never really wanted to help me save my home.

Company response to consumer: Closed with explanation