Consumer complaint received 2018-07-22
Company: NATIONSTAR MORTGAGE LLC
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Hello I was working with Nationstar Mortgage for a Loan Modification and was providing documents for that. Please could this be sent to the right person for assistance on a reversal of my home foreclosure. I know it can be done but I need help because this issue requires someone with more leverage than me. 
Timeline : I first called my loan specialist ( XXXX XXXX ) on XXXX XX/XX/2018 and reached his voicemail and left a message to bring my account up to date and he called back ( left message ) on XXXX XX/XX/2018 and told me to get a hold of the first available person. I work in a place that I'm not allowed to bring my cell phone in to work because of security reasons and can only reply after work and Nationstar Mortgage business hours are done by the time when I can get back to them. 
I did so on XXXX XX/XX/2018 to see if I could bring my account current and to make a full payment and I was told my only available option was to request a Loan Modification and they would send me the required documents required. I questioned if this was the only way but they were adamant this was my only option and could not make a full payment to bring my mortgage current. I was told the process would take about 30 days to process with their underwriters to review once they received the documents, so I was giving time for that. 
I received the documents in the mail on or around XXXX XX/XX/2018 in which they also required two more documents ( pay statement ) I filled out the required documents but wanted to provide my latest pay statements ( retirement and civilian LES ) so when I got latest Civilian LES ( XXXX XX/XX/2018 ) I scanned all documents to upload to the website on that date. Also there was a note on the XXXX ( Nationstar ) website saying that the decision could be done by XXXX XX/XX/2018. 
I checked online on XXXX XX/XX/2018 and saw that there was some missing documents and I was not sure which ones. Also the option to upload documents to the website was not available and to ensure timeliness and alleviate all doubt the only option to me was to send everything in an email to XXXX XXXX ( XXXX ) on that date so they could process it. 
I called on XXXX XX/XX/2018 to check on the status of the documents and told by the first available person that in their system notes was that they still needed the most current pay statement to process my request to which I promptly sent on that date in an email to XXXX. 
On XXXX XX/XX/2018 there was an envelope stuck in my front door to which said that they actioned off the house and a request by the person purchased the home and to contact them about vacating. I contacted them and discussed that I thought I was in a loan modification and said they understood and was willing to work with me. I never received a foreclosure notice for the auction on XXXX XX/XX/2018 and believed that I was still in the Loan Modification process. I called XXXX XXXX ( loan Specialist ) at Nationstar but his voicemail said he was unavailable for an indefinite time and not able to get his messages. Then in his voicemail it asked/prompted me to press zero for the first available representative and I did. The person online told me that they couldn't do anything which I could not understand because there is always an option if they pursue it. They said they would send my request up for a reversal and I would get an email about it. 
I contacted my VA representative and provided this similar information on XXXX XX/XX/2018. Also sent similar information to Representative XXXX XXXX, Senator XXXX XXXX and XXXX on the evening of XXXX XX/XX/2018. 
At close of business on XXXX XX/XX/2018 I haven't received a response to my request from Nationstar Mortgage now called Mr. Cooper Mortgage. 
I never wanted foreclosure and was doing what I thought I needed and asked to do but was never aware that they were going to foreclose while in the Loan Modification process because of the time it takes. I believe Nationstar Mortgage should have put a hold on the auction of my home until the process was complete. I never received anything that said I was disapproved for the Loan Modification and for the foreclosure to take place. Somewhere the process broke down an now I'm paying the price for it. I take full responsibility for my mistakes and know that I was originally at fault to getting to this point. I know processes take a while and it's never quick, but if I knew that Nationstar never put a hold on the auction I would have tried to do things different. 
I'm stressed to the max and don't understand why I'm at this point but I'm asking/begging for your assistance to assist in a reversal of the foreclosure because I know it can be done. I also know that it will be the banks willing to say there was a breakdown in the process along with the will to reverse the foreclosure. There are legal options to reverse this as well. The urgency on this is imperative because as every day goes by there will not be any reversal. Please understand that any inaction is going to seal my fate in this matter. I plea to you because I have XXXX kids that call this their home along with their neighborhood and schools. Life happens and I was willing to do anything to ensure we stayed in this home and I can provide more information and reason to why I reached the process to do a loan modification which were unforeseen family issues that required all of my attention that needed to be resolved. I served 24 years in the XXXX XXXX and now retired. Currently now a government employee so I have the means financially to pay my mortgage and didn't want to default or have a foreclosure. 
I feel that Nationstar has failed me as a company because I was trying to do what was asked and was never provided any feedback to say that I was not doing what they asked. I always try to do the right things even if it is hard, but I feel that there wasn't any reciprocation. I can only work as fast as the system or process. This is my last-ditch effort to stay in our home and my reason for reaching out to you. Thank you in advance for assisting me. 
XXXX XXXX XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation