Consumer complaint received 2018-07-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
Hello : URGENT! I need your help please. Please do not forward this to your servicer to handle, I need help from XXXXXXXX XXXX because XXXX XXXX is the investor that owns the loan on my property. I am in urgent need of your help to approve a short sale for my property. The foreclosure sale date is set for XX/XX/XXXX. I have a solid cash offer which has been submitted and can close by XX/XX/XXXX, but your servicer, Mr. Cooper ( formerly Nationstar ), said that the guidelines for the investor ( XXXX XXXX ) are such that they will not accept any short sale offers unless it is 37 days or more in advance of a sale date, but for this offer, we can close by XX/XX/XXXX. Therefore, I am requesting that you approve the short sale so that my credit is such that I can put a roof over my head when I leave my house otherwise I will be homeless. Thank you in advance for your consideration, I truly appreciate it. How I ended up in this situation is due to a series of unfortunate and devastating events in my life which are further explained in this email. 

When I originally refinanced my home on or about XX/XX/XXXX it was due to a very difficult and emotionally devastating divorce just after suffering a devastating XXXX. During the refinance, I only took out money in order to buy-out my former husband so that I did not lose my home. I never knew that I was in a negative amortization loan at that time. At that time, XXXX was the lender and they suggested that I refinance periodically as the housing prices went up in order to move more of the second loan into the first loan in order to reduce the amount of the second loan. Every time I refinanced ( after my initial refinance ), I  never took out any additional money. I did not take any money out of any refinances to go on vacations, to buy a car or to make any other large purchases. The only reason for the subsequent refinances was to lower my payment and to get more of the loan under a better interest rate by reducing my second loan. 

Over the last several years, my payment has adjusted yearly to add hundreds of dollars to my monthly payments. My monthly payments eventually doubled. Since the housing market crashed, I was unable to keep refinancing in order to keep these increases from occurring. I was never late on my house payments until about XX/XX/XXXX when my payments doubled. I started struggling to make these payments and although I was behind, I had always made my payments before it was thirty days late. However, by XXXX I finally came to the point where I could no longer keep up the higher payments even though I took on XXXX XXXX for additional income in addition to my full-time job. 

I tried to get a loan modification several times and I looked into the Making Home Affordable program, which did not work out. I cashed out {$120000.00} from my XXXX and put toward my house and that still did not work. I have been absolutely XXXX with XXXX and devastation by this situation. I can not sleep, eat, socialize with my friends and I am in a constant state of XXXX. And the recent XXXX of my Mom and XXXX  my Dad to XXXX XXXX, in XXXX has made this situation even worse. My Dad went from walking well on his own to a wheelchair in a month. His sudden worsening of this disease was an emotional and a devastating shock to us and financially draining on my Mom. I helped with paying for services to assist my Mom with taking care of my Dad that his insurance would not cover. My Dads insurance company considered the care we needed as custodial. My Mom was XXXX years old, about to turn XXXX at the time, and she simply could not take care of my Dad by herself all the time. I helped pay for custodial care and for other items such as diapers, soft restraint, bed pads, etc. and a bed alarm so that my Mom would wake when my Dad tried to get out of bed. I went through all of this again recently when my Mom got sick and was hospitalized for four months and then XXXX XXXX. 

My Mom was my best friend and the most catastrophic loss of my life and going through this is almost as bad. I need a better credit rating so that I wont be homeless and a short sale will make it possible for me to get into a place. A short sale would be a win-win situation for me and the Bank. There is no guarantee of a sale at auction or if there is a sale, that it would be as much as the offer I am bringing to the table. This is also a great opportunity for the Bank to show good customer service and satisfaction by helping one of its customers with this dire situation. I am absolutely paralyzed with stress and devastation by this situation, but approving a short sale would shed so much light on my situation and I really appreciate the consideration. Can you please advise Mr. Cooper/Nationstar to  approve the short sale on my property. Someone at XXXXXXXX XXXX has authority to approve a short sale, can you please help me reach that person? Time is of the essence due to the sale date of XX/XX/XXXX. 

Thank you so much for your assistance.

Company response to consumer: Closed with explanation