Consumer complaint received 2015-06-26
Company: NATIONSTAR MORTGAGE LLC
State: UT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We were trying to get a loan modification through Nationstar Mortgage. Every time we sent in the documents they requested they would say they did n't receive them, they were incorrect, or they needed more documentation. It was very hard to get anyone to give you an answer about your status. It was just always ... send more documentation. Just after XXXX in XXXX of 2015 we were out of town so we sent our brother up to check on the house only to find our doorknob ripped off and another lock put on with a lockbox. It took several attempts to get Nationstar to tell us that they had hired a company to go in and secure the home. The only thing is that they did it completely illegally. They had not foreclosed and taken possession legally. Then even more ridiculous is the fact that Nationstar then gave us the code to get in to our home. When we entered the house we quickly found it to be very cold even though the thermostats were set high. While trying to figure out what the issue was with the heat we noticed that every door in the house had been opened, and not only that but cupboards, and even personal dressers and drawers had been gone through. We went to the utility room and found that they had shut down the boiler that heats all XXXX sq ft of our home and this was in XXXX in the XXXX in Ut. After the cops arrived we went through the home together and had found that both of our wedding rings had been stolen along with XXXX that we had collected. There very well could have been other things missing but these were blatantly obvious and very personal! Nationstar quickly said they were not responsible because they had hired the other company. Lawyers have told us that they are totally liable because they are responsible for sending them to our home but the only hope they gave us was to file a civil law suit. We obviously do n't have the money for an expensive law suit as we were already working on trying to save our home. I find it very disturbing that these companies are so disorganized, manipulating and operate outside of their legal rights without any repercussion! We tried to get a modification offer for almost a year and they never offered one. We had told them we would opt for a deed in lieu, or a short sale before we would let the home foreclose but shortly after we pushed the legality of their actions we received a foreclosure notice to sell on the XX/XX/XXXX.We had to hire a lawyer to try to help us get it stopped and they were as deceptive with them as they were with us. In the end we had to borrow almost {$200000.00} in family money to save our home from foreclosure and now we are right back in the same mess we started in. We even contacted the county courthouse that was supposed to be over the sale, and it was only stopped 2 days before the sale, but the courthouse said they did n't know anything about a sale on that day. But they all seemed to know about a foreclosure auction on the XXXX of XXXX. I do n't know what they were up to or what they had cooked up but the whole thing seemed questionable to us. Our lawyer also requested a payoff in writing for reinstatement that we could count on before we paid all of that money but we could n't get them to email, fax or send XXXX in any form. We finally had to pay blindly hoping that the amount they quoted was correct. As soon as the banker wired the money they told our lawyer that they missed the amount by {$1200.00}. We were passed the payoff for the day and it took a XXXX way conference call to get it straight but we spent the night wondering what they would say the next day. Every step of the way with this company was frustrating and unprofessional. They also filed a foreclosure notice back in XXXX so that they could slam the lid whenever they wanted but when we asked about it they constantly told us we were in a modification not a foreclosure.

Company response to consumer: Closed with non-monetary relief