Consumer complaint received 2018-04-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
Nationstar Mortgage ( now called Mr. Cooper ) has been given us the runaround as we try to resolve the matter of our late payments on our home mortgage and has now set a foreclosure sale date even though we are in an active Chapter XXXX bankruptcy. We suffered a significant hardship due to Hurricane Sandy damage, a major illness and a loss of job. Through all of this we tried to negotiate with Nationstar and now that we have been in a better financial situation for some time were hopeful they would work with us. However, I have submitted financial packages to them at least 20 times and we have never actually gotten a decision. They have constantly claimed that paperwork is missing and they have changed our assigned account manager several times as well and that has contributed to the confusion. We got so frustrated that we contacted an Attorney and filed a Chapter XXXX bankruptcy in order to reorganize our debt and to start making payments to Nationstar. Even though they are getting {$2200.00} a month from us Nationstar has gone and scheduled a foreclosure auction date of XX/XX/XXXX. I believe this is a violation of federal law and most certainly an example of dual tracking. We have made it clear to Nationstar that we want to try and resolve this matter through modification but have been denied access and obstructed by their loss mitigation department. 

We have owned our home for 23 years. We refinanced our loan in XX/XX/XXXX and never had a problem making our payments. Problems began in XX/XX/XXXX when Hurricane Sandy hit us hard and toppled a tree that crashed into our home, damaging the roof and the walls. Due to the fact that the insurance fund was held for several years we had to pay for this out of pocket. The following year my daughter was diagnosed with a XXXX XXXX XXXX. This was shocking and scary. I ended up having to take several months off of work to help take her to appointments and treatments. We had used up all of our savings to pay for the Hurricane Sandy repairs so we could not keep up and fell behind on our mortgage. As my daughter recovered we thought we could get caught up on the loan but then I was laid off and out of work for two years. During that whole period we were just doing what we could to hang on. We tried to see if Nationstar would consider us for any type of forbearance agreement or deferment agreement due to the fact I was out of work but we made absolutely no progress. 

Once I was back to work ( I have worked in medical profession/accounts receivable for over 20 years ) we began reaching out to Nationstar to try and get a review opened for government and internal assistance programs. Once the review was opened it seemed as though we were continually going back and forth. I submitted the application to their loss mitigation department at least 20 times. It was beyond frustrating. We also had our point of contact changed multiple times as well. It almost seemed coordinated. This just got more and more frustrating as we fell further behind. We finally decided to hire an Attorney and try and reorganize the debt through a Chapter XXXX bankruptcy that we filed last year. We have been making our regular monthly trustee payment and know that Nationstar is receiving their share of this payment. However, for some reason Nationstar has scheduled a foreclosure sale date of XX/XX/XXXX, even though this is in violation of federal bankruptcy law. Additionally Nationstar has failed to offer us the option of mediation as mandated by the State of New Jersey. We feel that Nationstar has not followed the rules and guidelines and would like you to look into their actions relating to the servicing of this loan.

Company response to consumer: Closed with explanation