Consumer complaint received 2018-05-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
!! URGENT!! My house is scheduled for sheriffs sale on Thursday, XX/XX/XXXX and I need assistance in having the lender, Mr. Cooper f/k/a Nationstar Mortgage, postpone it. 

I was accepted into the lenders keys for cash program, agreeing to execute a Deed in Lieu of  Foreclosure in exchange for relocation funds. I was assigned a Loss Mitigation Specialist,  XXXX XXXX, to handle my file. The approval for the program was pending clear title to the property and upon receipt of the title report XXXX XXXX informed me there was a lien of record - a tax sale certificate for non-payment of the municipal sewer due for XX/XX/XXXX. My lender escrows for sewer payments and this lien was solely the fault of Nationstar Mortgage ( n/k/a Mr. Cooper ) for failing to pay the sewer when due. 

Upon being notified by XXXX XXXX of the lien, I called the municipal tax office and was told that the lien had in fact been paid-in-full, by Nationstar/Mr. Cooper in XX/XX/XXXX and that they had sent the tax sale certificate endorsed for cancellation to Nationstar/Mr. Cooper. I provided this information to XXXX XXXX at Mr. Cooper and she said she would contact her tax department to research why this document had not yet been recorded with the County Clerks office. So not only did Nationstar/Mr. Cooper cause the lien, they also were the reason the lien was still of record. 

I followed up repeatedly for weeks by phone and email with XXXX XXXX with no response, no updates as to the status of the cancellation of this lien. This was the only outstanding issue preventing me from finalizing the documents for the Deed in Lieu of Foreclosure for XXXX. On XX/XX/XXXX I received an email from XXXX XXXX at Nationstar/Mr. Cooper,  apparently my file had been reassigned to XXXX XXXX, XXXX XXXX was no longer involved, which I had not been made aware of. The email from XXXX XXXX was brief in nature, i.e. the lien will have to be resolved and paid off by you - that was the extent of her email. Despite emailing XXXX XXXX all the information previously given to XXXX XXXX, I received no other response so I contacted the tax office to ascertain what needed to be done to replace the cancellation document lost by Nationstar/Mr. Cooper. 

I was finally able to obtain the necessary document from the tax office and hand delivered same to the County Clerks office for recording on XX/XX/XXXX ; by recording this document it cleared title and would allow me to proceed with XXXX. After calling and leaving messages countless times for XXXX XXXX to contact me and sending emails, including a copy of the recorded tax sale certificate cancellation, I have never heard from her since her last email of XX/XX/XXXX. 
Upon calling and speaking to another representative on XX/XX/XXXX I was informed of the following : - My home is scheduled for Sheriffs Sale on XX/XX/XXXX - I was no longer in the keys for cash/Deed in Lieu of Foreclosure program because my loan had been sold to a non-XXXX lender therefore this program was no longer available to me - I questioned how Mr. Cooper was able to schedule a Sheriffs sale on my home if they no longer held my mortgage and was told that the assignment to the lender would become effective XX/XX/XXXX therefore Nationstar/Mr. Cooper could in fact schedule the Sheriffs sale This was the first and only time I had been told any of this information. My home would have gone to Sheriffs sale on XX/XX/XXXX without my knowledge. Suspiciously after this phone call took place on XX/XX/XXXX, I received a certified letter on XX/XX/XXXX from the attorney representing Nationstar/Mr. Cooper in the foreclosure action informing me of the pending Sheriffs sale. Then I received a letter from Nationstar/Mr. Cooper dated XX/XX/XXXX ( the very same day I was informed by them of the above information ) stating by federal law borrowers are required to be notified in writing whenever ownership of a mortgage loan secured by their principal dwelling is sold.. ; the letter goes on to give the details of the name of the new lender, loan servicer, etc. HOWEVER it states my mortgage was sold to the new lender on XX/XX/XXXX. I had been told by Mr. Cooper verbally that my mortgage was being sold effective XX/XX/XXXX, which is why the Sheriffs sale is taking place on XX/XX/XXXX. 

If there is anything that you can possibly do to prevent the Sheriffs sale from taking place on XX/XX/XXXX and assisting me in getting back into the Deed in Lieu of Foreclosure program would be extremely grateful. I dont understand why they did this to me - I was approved for the program and was willing to sign title to the property over to them. 

The deceptive practices of Nationstar/Mr. Cooper are unconscionable ; they have intentionally deceived me ; provided me with incorrect information or no information at all ; breached their duty of good faith resulting in harmful repercussions to me as the borrower. 

Im hoping and praying that something can be done in time to stop the Sheriffs sale on XX/XX/XXXX. Again, I appreciate any assistance you may be able to offer.

Company response to consumer: Closed with explanation