Consumer complaint received 2017-08-29 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: CA

Complaint narrative:
XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX NATIONSTAR/XXXX. XXXX XXXX # XXXX We need immediate assistance with our XXXX XXXX property loan. XXXX XXXX XXXX XXXX is the investor of the property and XXXX XXXX is the servicer for the loan. 

Our property has a domestic water well and the water is unsafe to drink. The significant and very serious water contaminations in the aquifers that serve our water well include : Lead Hexavalent Chromium ( documented in the movie entitled XXXX XXXX ) and Arsenic. These chemicals are listed on the CA Proposition 65 List of Contaminants that Cause Cancer or Reproductive Harm. Serial testing of the water well by a CA Certified Laboratory defined the contamination to be steady-state as we were informed by the US EPA. There is no filtration system that can reduce these high levels down to potable safe drinking water levels. Our home is now defined* as : HAZARDOUS TOXIC CONTAMINATED UNINHABITABLE POLLUTED NON-POTABLE WATER BLIGHTED AND A NUISANCE ( *as defined by the CA List of Contaminants Proposition 65 State of CA, EPA Office of Environmental Health Hazard Assessment ( OEHHA ) Safe Drinking Water and Toxic Enforcement Act of 1986, Chemical Known to the State to Cause Cancer or  Reproductive Toxicity, the CA Water Code Section 13050-13051, OEHHA Health and Safety Code Section 25249.6 and the CA Department of Consumer Affairs ) This well is the only source of water for the property. We have provided  evidence based factual documentation of the contaminations, yet, this loan servicer has continually indicated there is no documentation of the contaminations in our file. We can only assume our correspondence has been continually lost, misfiled or shredded. When we have provided written documentation with evidence based facts that their correspondence has erroneous facts stated in the letter/s, the corrections to the file have never been corrected by Nationstar/XXXX. XXXX. 

XX/XX/XXXX : We received Enclosure 1 from Nationstar directing us to contact the City of XXXX with any questions we have with our water. This information is false and misleading as the City of XXXX water systems have nothing to do with our property. The letter is also fraught with errors and omissions that we have sent corrections to the file/record that has not been amended. We were informed that Nationstar/XXXX. XXXX has no contamination department and they are thus unable to help us with this loan. 

XX/XX/XXXX : Our XXXX County Supervisor provided a letter to Nationstar dated XX/XX/XXXX( Enclosure 2 ) documenting our property is contaminated, does not receive City of XXXX XXXX XXXX and does not receive City of XXXX potable water. Our Supervisor further clarified that there are no current of future plans for the City of XXXX to pipe potable water to our property. 

XX/XX/XXXX : We received a letter ( datedXX/XX/XXXX ) ( Enclosure 3 ). The letter is fraught with errors and omissions including this false statement : However, in XX/XX/XXXX, our research found that the issue had been resolved by the City of XXXX having rerouted utilities to provide non-contaminated water XX/XX/XXXX : I requested to Nationstar outsource the loan to a servicer that does have a contamination department to help us. 
We did not request for our loan to be transferred to a servicer who has no department or loan products for our property. They refused to transfer the loan. 
I provided a letter from the City of XXXX dated XX/XX/XXXX ( Enclosure 4 ) to Nationstar that documents Nationstars statement research, and conclusions are false. 

XX/XX/XXXX : Enclosure 5 was sent to our representative at Nationstar/XXXX. XXXX for review yet we have not received a response. 

It is my impression that there are active efforts by Nationstar to provide an erroneous document paper trail and sell our property at auctionXX/XX/XXXX without disclosure of the property contaminations. This is a public health issue first and foremost. These contaminations define the property as HAZARDOUS TOXIC CONTAMINATED UNINHABITABLE POLLUTED NON-POTABLE WATER BLIGHTED AND A NUISANCE. 

XX/XX/XXXX : Because this servicer has no loan product for our property, we are being forced to foreclose, short sale or pay the cost of the house as though it is not contaminated when it is contaminated. Nationstar/XXXX. XXXX agreed to consider a short sale of the property ; a short sale real estate signed agreement from a CA Licensed Realtor was emailed to the representative. A purchase offer was emailed to him by the realtor XX/XX/XXXX ; we wish to short sale because it will be less of a derogatory mark on our credit score than a foreclosure. The Natoinstar/XXXX. XXXX representative promised to email our attorney and me XX/XX/XXXX. This did not happen. 

We learned later this afternoon the short sale process is denied for us to utilize ; the sale of our home is scheduled for XXXX XX/XX/XXXX. The asking price of the property is XXXX XXXX dollars without disclosure of the toxic contaminations that preclude any buyer from safely drinking the water, showering, tooth brushing, etc. 

Bottom Line : We have provided to this servicer the CA State Water Board information regarding the contaminations including : Nitrate contamination causes methemoglemia in babies ( blue baby syndrome ) and is unsafe for babies, children or pregnant women. 
Lead, Hexavalent Chromium and Arsenic are listed on the CA Proposition 65 List of Chemicals that cause cancer and reproductive harm Please see Enclosures 6 -15. 

It is my impression and understanding that Nationstar/XXXX. XXXX is choosing to ignore the public health problems associated with this property and they plan to sell the property XX/XX/XXXXwithout disclosure of the contaminations for financial gain.

Company response to consumer: Closed with explanation