Consumer complaint received 2016-01-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC
State: NC

Complaint narrative:
In XXXX we obtained a mortgage from XXXX XXXX XXXX XXXX in XXXX, North Carolina. This mortgage was then sold to a company call XXXX without any notice to us. One day I walked into what I thought was XXXX XXXX XXXX XXXX to pay on the account and was saw some letterhead that said XXXX I asked the receptionist if the name of the business had changed. She replied that the business had been sold. In XXXX of XXXX I again went into XXXX to pay on the loan I was told that the loan was had been sold to another company and that I could no longer make payments at that office. I asked where I should send the payment and I was told that we would receive a letter with all the payment information. I did not receive any information in XXXX so I went back to XXXX in XXXX XXXX and informed them that I had not received any information regarding where I should send the payments. I was given a slip of paper with the name Nationstar with a telephone number and account number. I called the number and only got voice mail. Left a message and they never returned my call after about a week I went on the internet and when I researched Nationstar and the information can back to XXXX XXXX. I again went back to XXXX and again I was told that they could not accept the payment because the loan had been sold.. This back and forth continued and we never received any payment information. On XXXX XXXX, XXXX we received a letter from the law firm of XXXX XXXX indicting that Nationstar had retained their firm to initiate foreclosure proceedings because the loan was in default. We immediately contacted the law firm and was directed back to Nationstar. We immediately contacted Nationstar and tried to clear up the matter. I had been keeping the payments and was prepared to make them but Nationstar had added fees and demanded that we make thepayments as well as the additional fee and charges they had added because the payments had not been made. We explained that we did not know where to send the payments because we had never been contacted by Nationstar and given the information we needed to make the payments. We also believed that the interest rate had been changed. We requested the payment records and the promissory note and a payoff statement because we located a buyer who wanted to bring the loan current and maintain the loan for several months to obtain financing. Nationstar refused to provide the requested information and thus prevented us from being able to sell the property. When we called Nationstar we had to leave our name and the loan number if any other information was left the phone call would not be returned. They would then call back in three or four days and leave a message that they had called, an the process would begin all over again. This went on for months. In XXXX of XXXX a foreclosure action was filed and a hearing was set for XXXX XXXX, XXXX. We have requested documentation of payment history and promissory note and nothing has been provided. We need this information in order to defend this action.

Company response to consumer: Closed with explanation