Consumer complaint received 2019-06-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Nationstar XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX On XX/XX/XXXX a new offer was uploaded. We repeatedly asked for updates in XXXX but were ignored for TWO weeks. On XX/XX/XXXX Nationstar requested a name affidavit for the buyers. They even provided the exact names they wanted on it. They did not request that it be notarized. 

The name affidavit was uploaded on XX/XX/XXXX. After taking another several days to review the file, and many many phone calls from us begging them to review the file, Nationstar changed its mind and asked for it to be notarized, and also then asked for a different, additional document. 


We had the name affidavit notarized, and sent it back to the negotiator, along with the HOA Statements ( resent again ) and an updated buyers proof of funds. We ended up having to send the updated proof of funds outside of XXXX, as the library was full and would not accept new documents. ( see attached Email re Library Full ) We told the negotiator this. The negotiator then sent us an email on XX/XX/XXXX that the file had been sent in to Underwriting for review. We thought it was odd that receiving the Equator message stating the file had been sent for review, that the status in XXXX did not change from Analyze Offer to Awaiting Decision see attached Screenshot re Status. ( We have done several hundred files in XXXX and know the status should have changed to Awaiting Decision. ) We called in XX/XX/XXXX and were told nothing had been done on the file, and that it had not been sent to Underwriting for review. I asked to speak to the Escalations Dept, and instead was hung up on. We also tried to email the negotiator but XXXX  can no longer send emails. We contacted the XXXX Support Team and they said there is nothing wrong with Equator on their end that it is on Nationstars end and Nationstar needs to fix it on their end. 


******After asking for the documents to be reviewed in a timely manner, the employees at Nationstar get very agitated and defensive. You can hear in their voice how OVERWORKED they are. The negotiators refuse to respond in XXXX and refuse to call back with updates. ( On the one call we finally did get from our negotiator she hung up on us after about 10 seconds. Im sure she will claim that no one answered or some such other lie. ) Nationstar ( Mr.Cooper ) and its employees take several weeks to review offers and even when they do so the reviews are not done properly, as they have to continually request additional documents. Nationstar has put their employees in a position to where they are absurdly understaffed. Due to this, they use delay tactics such as constantly changing document requests, refusing to respond to emails in XXXX, refusing to answer the phone, resetting their tasking in XXXX to make it appear as though they are within their timelines and re-requesting documents -- - all in order to justify NOT  WORKING ON THE FILE. 




This is happening on EVERY SHORT SALE WE DO WITH NATIONSTAR HAS BEEN GOING ON FOR THE LAST YEAR. 


*****************WHEN IS THIS GOING TO STOP???? XXXX Nationstar is understaffed and has been for over a year, when they shut down their Arizona facility. They have done NOTHING to fix these issues. Nationstar has created a hostile working environment. Their employees are angry and Nationstar does not have the staffing to continue their servicing obligations. They need to be shut down. 



Please see the following attachments : 1. XXXX Messages -- ( Nationstar tends to delete items that show they havent serviced the file properly, so I wanted to make sure you had a copy for your records. ) 2. Screenshot re Status 3. Email with Updated Buyers Proof of Funds and re Library is Full 4. Buyers Proof of Funds that were attached to the above email 5. Buyers PreApproval Letter 6. Settlement Statement 7. HOA Statement showing $ 830 monthly HOA Fee

Company response to consumer: Closed with explanation