Consumer complaint received 2017-09-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
On XX/XX/XXXX, I spoke with XXXX XXXX a representative at XXXX   regarding my XXXX  mothers mortgage, she told me that the mortgage would be serviced by Nationstar starting XX/XX/XXXX. Foreclosure date was scheduled for XX/XX/XXXX. 
On XX/XX/XXXX, Nationstar started to service my XXXX  mothers mortgage, Estate of XXXX XXXX from XXXX XXXX. I called Nationstar to discuss the impending foreclosure and to apply for a short sale and Nationstar stated that they did not have the information in their system yet and to call them onXX/XX/XXXX. 
OnXX/XX/XXXX, Nationstar officially changed its name to Mr. Cooper, which caused many software and integration issues, which made the process of transfer over my file even slower. 
Called onXX/XX/XXXX, spoke to XXXX, still the information on my mothers mortgage was not in their system and was asked to call back on Tuesday. 
Called back on XX/XX/XXXX, spoke to XXXX finally had the information in their system, but could not speak to me because they did not have the executor information, naming me the executor of my mothers estate. I was asked to email or fax over the necessary paperwork and that it would take them 3-5 business days to process in their system. Bear in mind, that all this information had been previously submitted to XXXX, was in part of the file that took the 10 days to download, but they were too lazy to read through the file. 
I emailed and faxed over the requested paperwork on XX/XX/XXXX Called onXX/XX/XXXX and spoke with XXXX XXXX. she told me there was not a foreclosure date scheduled yet and that it was on hold. Also spoke with XXXX in the short sale department and she told me to have my real estate agent enter the property information in the XXXX system. 
On XX/XX/XXXX, I called and was informed that the foreclosure sale date has been postponed and there is not a new date yet. My Realtor, XXXX XXXX, was having trouble uploading the property info into XXXX. the Short Sale contract had been executed on or around XX/XX/XXXX, and was just awaiting approval. It was from a very qualified third party buyer with excellent credit and income, and was offering to pay all-cash. 
On XX/XX/XXXX, the realtor was still having trouble uploading into XXXX short sale system, so she tried to give it to my attorneys assistant, XXXX XXXX, to enter. She was on vacation for a week then was in court for a week. 
On XX/XX/XXXX, I called Mr. Cooper and I was told that the property was still not in the system, and if it was not PRECISELY spelled and addressed as they have it, it will not upload. He said that they may have listed the address as XXXX XXXX XXXX  XXXX, rather than the correct way of spelling it as XXXX XXXX, without the XXXX  between XXXX and XXXX I relayed this information to XXXX XXXX, who promised to get it done. I gave her the contact info for XXXX software for help. I was also told to call the foreclosure attorneys, XXXX XXXX XXXX & XXXX, which I did, and left messages with several people, including XXXX XXXX, who is listed on the foreclosure sale as the contact person for the foreclosure. I never received a return call. 
XX/XX/XXXX, Saturday, I received a late email from XXXX XXXX that it was success uploaded to XXXX. 
OnXX/XX/XXXX, Monday, I called XXXX at Mr. Cooper, and she confirmed that info was successfully set up in XXXX. She told me it then had to be assigned a negotiator, and then he had to review the file, and assign it of an appraiser, who would then have to go to site and inspect, and write up an appraisal and submit back to negotiator. Negotiator would then have to decide it offer price in existing four-month-old short sale contract was adequate. This all had to be done before the XX/XX/XXXX foreclosure date, and they were not allowed to postpone the foreclosure unless they had an approved Short Sale. I was informed that this typically takes 37 days window, and it rarely gets approved any quicker. 
On XX/XX/XXXX, the short sale was declined because it was now too close to the scheduled foreclosure date. 
I feel I was set up for failure with Nationstar/Mr. Cooper. They could have told me everything I needed to do all at once instead of giving me bits and pieces, every time I called. They lied to me that the foreclose had been adjourned indefinitely subject to my good faith efforts to get the short sale approved. I received the same riggamoral from XXXX, the loan servicer prior to its transfer to Nationstar. I called the attorney representing the lender in the foreclosure, and left repeated messages, and they never returned any of my many calls. 
They also have me listed as a defendant incorrectly on the foreclosure complaint. I am listed not only as the executor of my mothers estate ( TRUE ), but also individually ( FALSE ). For months now, I have been telling everyone remotely involved in theirs mess that I am not part of this mortgage, and it was my mothers mortgage ( wherein, by the way, they charged her {$10000.00} in fees and points to refinance her existing {$40000.00} mortgage up to a {$60000.00} mortgage, so she paid {$10000.00} to obtain another {$20000.00} in mortgage amount, or a net amount of {$10000.00}. ) I was NEVER a co-signor or co-guarantor on this mortgage, yet I am being sued individually, which means they can execute a judgement against me personally.

Company response to consumer: Closed with explanation