Consumer complaint received 2016-02-20 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs — 
Company: NATIONSTAR MORTGAGE LLC
State: WA

Complaint narrative:
I started the assumption process to get my ex-husbands name off the mortgage in mid XXXX last year. I received the packet from Nationstar on the XXXX of XXXX and began reading through it. I wrote questions down and called XXXX the following week who contacted me originally to do the initial qualifying process. I spoke with her once and she said she would submit an email to the research department and get back to me within 7-10 days with an answer. She never did and after that I left voice messages with no response back. Called about 2 weeks later and explained the situation to someone new ( XXXX ) who said he would submit an email to the research department and get back to me I never heard from him again. I called back on the XXXX and spoke with XXXX. I let him know how frustrated I was since I was apparently on a XXXX window to get my paperwork in or they would close the case but that I could n't get me questions answered. He said he could answer my questions and apologized. I asked him why the {$82000.00} balloon payment was n't on the Good Faith Estimate or the Truth in Lending Statement that Nationstar had sent me in my Assumption packet. He explained that those charges would be forgiven as they were not part of the interest bearing principal amount and that is what the loan is written off of. I then asked him if the closing costs could be added to the loan. He said yes that typically in an assumption they add it as a lender paid expense and that if I ever sold the home in the future those expenses would be taken off the top of the sale by Nationstar. With my questions being answered I signed the paperwork the next day and faxed them in the following Monday the XXXX of XXXX. After sending the paperwork in I heard nothing for almost a month so I called to check and was told it was in underwriting. This was the answer I received for the next 3 months. At the beginning of XXXX I received a call from XXXX saying she would be my point of contact for the duration of the process which was only supposed to take up to 60 days to complete. I felt relieved that I had a contact and did n't have to re explain my situation every time I called for information. She informed me that they were missing information and I needed to get her XXXX items. I told her those pieces of information are in packet that I sent and she said yes but they are now out of date and we need an updated copy. I was angry about that but sent the info again. I followed up about 2 weeks later as I had n't heard anything back and was told that I needed 12 months rental payment history. I told her that I make the mortgage payment to Nationstar every month for the house i 'm living in and they can look at my account and get a 3 year history if they need it. That was n't acceptable so I had to print out a history from my online bill pay and send it to her which I did. I called back on the XXXX and spoke with XXXX, she said the picture of the bill pay history was not acceptable and it needed to be faxed or emailed as a pdf. Again, I was not happy about having to do things twice but did it. She then said that I needed to find a title company so they could send paperwork and I can get contract signed. She then went over the loan amount but she included the $ XXXX as being in the loan and stated that I would need to bring a check for the closing costs. I lost it and informed her that this was not what I had been told months ago and that none of the new documents that her company had sent me had the $ XXXX on them and that I was told that the closing costs would be added as a lender paid expense. She said she would get a hold of the assumption team and get back to me. I called on the XXXX of XXXX and she had not heard anything back. That is the last contact I have had with her or Nationstar regarding my assumption.

Company response to consumer: Closed with explanation