Consumer complaint received 2015-06-26 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
We are trying to short sale our home. We have an offer and have submitted it to Nationstar. Nationstar has decided that they are going to disregard the offer along conventional means and list our home on an online auction ( XXXX ). We have fought this, but seemingly lost until our agent, XXXX XXXX, informed us on XXXX that the online auction had been cancelled and we were moving forward, as usual. Nationstar countered the offer and the Sellers countered back. TODAY, XXXX XXXX stated to us that the online auction is BACK and moving foreward due to an ERROR made on the part of Nationstar. This is unacceptable. Nationstar must be held accountable for their mistakes. We are losing our home, I ( XXXX XXXX ) have XXXX ; I have to dictate this letter to my husband as I can not write it myself. My husband has XXXX. I had a XXXX and have gone through XXXX. We are not well people and Nationstar is driving us to the brink of insanity. We CAN NOT take their blatant disregard of the fact that on the other end of this short sale transaction are human beings trying to survive the best that they can. Here is the email forwarded to us today from Nationstar : Property : XXXX XXXX XXXX XXXX XXXX CA, XXXXSubject : RE : ***Counter Offer - Documents Needed ***Body : It appears the file was inadvertently assigned to me during the homesearch process, I reviewed the offer on file because the account was assigned to me. The loan was sent back to homesearch to finish the auction process. If there are no higher bids, the short sale will be assigned to a retail negotiator to submit the offer on file. 
Created By/Date : XXXX, XXXX - XXXX/XXXX/2015 XXXXXXXXNotification From : XXXXXXXXThree days prior to this email, we were forwarded this message : Property : XXXX XXXX XXXX XXXX XXXX CA, XXXXSubject : RE : XXXX - XXXX - XXXX RequirementsBody : XXXX, the short sale has been assigned to me to review/negotiate the offer submitted by you ; therefore, I believe the auction process has stopped. I will be reviewing the offer following this message. Thank you, XXXXCreated By/Date : XXXX, XXXX - XXXX/XXXX/2015 XXXXXXXXNotification From : XXXXXXXXThis is unacceptable. Both we and our agent can not even fathom how the online auction process is even legal. I am attaching to this complaint the requirements mandated by the XXXX XXXX XXXX, as Nationstar has stated that our agent must list our home back on the XXXX and direct buyers to XXXX for the online acution, or else the short sale file will be declined. To date, no one at Nationstar or XXXX has responded. The XXXX requirements were sent to both parties on XXXX. There has been XXXX response or even acknowledgment of the XXXX XXXX rules to list auctions on the XXXX. We can not see how Nationstar or XXXX are in compliance with any XXXX or the California Department XXXX XXXX XXXX. We were under the impression that a residential purchase contract was a binding XXXX. Nationstar 's ineptness to do their duties should not mandate our lives in such a negative manner. This was their mistake. They need to adhere to what they told us and see this short sale through with the offer submitted.

Company response to consumer: Closed with explanation