Date Received: 2017-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had filed a complaint against my mortgage servicer Nationstar and they recently responded and addressed my allegations and concerns. My issue is that they are telling me that my problems are not real problems and that there is nothing that they can do about them. They are also telling me that the only workout solution that can be considered is one with a monthly payment that is nearly half of my income. This is not affordable and not accurate and because of the issues with this property and relating to the origination I believe that a negotiation that is more equal is possible. I dispute and appeal the information that Nationstar provided in their response to my CFPB complaint XXXX and want them to respond and address my additional concerns, which to date they have refused to do. Nationstar states that even if I was a victim of mortgage fraud, even if the loan broker was convicted of fraud and sent to prison that Nationstar has no liability and that since I signed the fraudulent documents I am stuck. I will respectfully disagree, and if this situation ends up in a courtroom and the original loan documents and XXXX application etc. are produced the rampant fraud and misrepresentation and breach of fiduciary duty will be apparent. Nationstar has a vested interest in not only the asset of this loan but also the liability, and a loan that was originated under fraudulent circumstances is suspect and there may be substantial liability for the servicer and investor who own this mortgage loan. Having an executed deed of trust for a fraudulent mortgage loan does not give Nationstar the right to foreclose, because the entire transaction is called into question. My next issue is Nationstars claim that the title is clear. I am not disputing that Nationstar may hold a clear title, but no title company will write a new policy on this property based on the fraud, criminal actions and property damage, as well as the likely scenario that a lis pendens will be put on title. If Nationstar tried to auction off the property they would only be able to accept an all cash offer. However, with the property damage from the oil leak this would likely be a tear down situation and before anyone could rebuild here there would have to be major environmental tests on the soil etc. As I explained in my earlier correspondence in XXXX we had a major leak from an oil tank outside the property which resulted in a devastating fire. Because of this, my mother and I had to move out for 18 months as we tried to clean the place up. The issue was that the oil had penetrated into the foundation of the house and it is now permanently contaminated. The smell is overwhelming and I had estimates on cleaning the place up of {$150000.00}. A new buyer would never be able to get a certificate of occupancy on a mortgage loan and title would never insure the place. Nationstar would have to find an all cash buyer who wanted to tear the place down and then spend the money to have soil contamination tests etc. completed and then build a new house. Not impossible, but highly unlikely. Nationstar will be stuck with this property and it will sit vacant and be taken over by squatters and become a haven for crime. I dont believe this is the most profitable solution for Nationstar. I received the modification offer and I appreciate that Nationstar has shown a willingness to work with me. However, this monthly payment of {$3100.00} is close to half of my monthly salary and is not affordable. Additionally, saddling me with a principal balance of over $ 500K for a property that is significantly damaged and currently worth $ 90K does not work for me. I need Nationstar to do better, and I will prepare and submit a new package for their review.
Company Response:
State: NJ
Zip: 07748
Submitted Via: Web
Date Sent: 2017-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar ( XXXX XXXX XXXX recently purchased my mortgage servicing rights from XXXX. I received a letter and email with directions for accessing my mortgage online. I tried repeatedly to access my mortgage using the link for about a week starting on XXXX/XXXX/XXXX. A message popped up that indicated the website could not process my request and I should try back later. There was also a number on that website splash screen. I finally called the number and the entire menu was spoken to me in XXXX!! Luckily, I live in XXXX and understood it well enough to push option XXXX. I was greeted by an English speaking rep who told me they were aware of the issue with the XXXX greeting and telephone menu. They said to wait until I received the welcome package in the mail and try again. I called back just now ( XXXX/XXXX/XXXX ) to try to resolve the issue and the welcome message was still in XXXX!! I 'd XXXX everyone who 's loan transferred from XXXX to XXXX XXXX as part of this transaction had to deal with the same issue. I have no idea why this was n't corrected in XXXX weeks that elapsed between my first call and subsequent call. The phone number is XXXX. You can try it yourself.
Company Response:
State: FL
Zip: 33133
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX statement said that {$1400.00} was due by XX/XX/XXXX in order to avoid late penalty. On XX/XX/XXXX I wired {$150000.00}, which was enough to pay off the mortgage. On XX/XX/XXXX Nationstar Mortgage returned {$150000.00} to my checking account. To date Nationstar has not sent me an XX/XX/XXXX bill but looking at my account online they say I did not make an XX/XX/XXXX payment and they have tacked on {$63.00} late charge.
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: URGENT ATTENTION REQUIRED XXXX XXXX, XXXX Mr. Cooper/Nationstar Mortgage XXXX XXXX XXXX XXXX. XXXX XXXX XXXX Attention : Customer Relations RE : Homeowner, XXXX XXXX XXXX - Loan # XXXX T.S. # XXXX This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). ( Tital 12, Chapter 27 of the United States Code, 12 U.S.C. I am XXXX XXXX XXXX, Loan number home loan # XXXX, T.S. # XXXX, ( Phone number XXXX. Address XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Foreclosure Sales Date XXXX XXXX, XXXX. It is my requirement to give you Notice to self remedy before we will be allowed to seek relief up to and including the full market value of the Home In question and other potential damages. Request : Please open a case & stop foreclose pending resolution of this matter. You are in violation of the California Home Owner Bill of Rights restriction on dual track foreclosure. Facts : On XXXX XXXX, XXXX, You opened an offer to my client for modification in a call with your staff XXXX XXXX XXXX ( XXXX ). On XXXX, I talk to XXXX ( XXXX ), when he wonders why he had not yet received the application promised on XXXX XXXX, XXXX told me to keep waiting for the USPS mail. On XXXX XXXX, in a call with XXXX XXXX, ( XXXX ), she sent me 2 emails with modification applications that same day. I both faxed on XXXX XXXX, ( See proof of fax confirmation attached ) and mailed with USPS expired priority mail received by Nationstar on Monday, XXXX. XXXX, his full requested documents & application. ( See USPS proof of delivery attached ). In a Nationstar letter dated XXXX XXXX, you confirm receiving my correspondence dated XXXX XXXX, that was my requested Modification document and application. It took me only 13 days after I received the application to mail and fax it in to Nationstar. Nationstar ALSO dated another conflicting letter XXXX XXXX, from XXXX XXXX, Advocacy Manager ostensively saying Nationstar did not receive the Application / Documents for modification and preceded in that new letter to open up yet another NEW offer for modification & enclosing another unnecessary application. Her letter was an attempt to help me. However, it shows substantial confusion on the part of Nationstar and has confused my client who needs to understand if you have LOST my submission? Notwithstanding all of the above, Nationstar sent a Notice of Trustee Sale for XXXX XXXX, XXXX, XXXX XXXX, with XXXX XXXX services, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. On of the two, Nationstar later dated XXXX XXXX mentioned above tell me you received my requested modification submission dated XXXX XXXX, BUT YOU WILL RESPOND NO LATER THEN XXXX XXXX?!! 4 days AFTER the set trite foreclosure sales date? According to my talks with Consumer Financial Protection Bureau AND The U.S. Dep OF HUD, regarding the Real Estate Settlement Procedures Act ( RESPA ), Dual Tracking is when a mortgage servicer, is simultaneously evaluating a consumer for loan modifications or other alternatives at the same time that it prepares to foreclose on the property. This is also a violation of the California Bill of Rights law of XXXX XXXX XXXX, designed for fairness in the Foreclosure process for homeowners. According to this Law recovery of damages will be available following a foreclosure sale. As I stated above, It is my requirement to give you Notice to self remedy before we will be allowed to seek relief up to and including the full market value of the Home In question and other potential damages. This letter serves that purpose. I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days I have has requested a case be opened at RESPA. Director, Office of RESPA US Department of Housing and Urban Development XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX hsg-respa@hud.gov I Have requested a case be opined with the Consumer Financial Protection Bureau ( CFPB ), XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX Under the law, it is Illegal to threaten civil litigation. Please let me advise you I wish to move forward with such action if ever my home is sold without the opportunity to receive the Keep You Home California ( KYHC ), $ XXXX Principal Reduction Program Grant, that he was once approved for and has just re-opened that government grant program only as of this XXXX XXXX, the KYHC, office will need time also to evaluate and re-approve me once more. As well as any opportunity Nationstar will offer in its response to the XXXX XXXX, submitted modification application/documents. I am a Former XXXX XXXX XXXX of the highest ranking. I am man of means and can pay a proper home loan mortgage payment reflective of the massive los of value in his home and his hardship story that combined created this situation. I will seek legal help to fix the damage the seems to be coming because of Nationstar design or mistake. I will be prepared to move forward ASAP. I will wait for you cancelation of the pending sales date. Please fix these administrative and civil law violations mentioned above. Please resolve or call me at once. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Phone : XXXX cell Total 3 pages
Company Response:
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started the process to sell the home in XX/XX/XXXX, a divorce from my husband occurred XX/XX/XXXX and the house was put on the market immediately. After 6 months it would not sell so I moved out and bought another home and my ex-husband moved in. The court ordered him to pay the first mortgage ( XXXX ) and I was to pay the second ( Nationstar, now XXXX XXXX ). In XX/XX/XXXX my ex-husband left the state and stopped paying the first mortgage. The house was put on the market and finally had a buyer XX/XX/XXXX. The buyer came up to XXXX and is buying the house well above market value for the neighborhood. XXXX offered XXXX XXXX XXXX and I offered them another XXXX ( I am currently unemployed ) but XXXX XXXX wants XXXX per their private investors. My credit has been destroyed by this situation so I am unable to get a loan for that amount. These banks are not working together but created a situation where my credit is completely ruined. I should say that I paid 6 % interest ( XXXX ) ( 4 % Nationstar ) for over 10 yrs and never missed a payment so they made their money off of me. I only stopped paying Nationstar when I lost my job ( over taking a second job to pay these bills, second job also ended ). So now the house is going to foreclosure instead of a short sale. I had been paying XXXX a month in utilities and other home expenses because I was told it would not go to foreclosure and that a short sale would be possible. I spent over 30K in getting the house in shape to even get a short sale at the best possible value.
Company Response:
State: KS
Zip: 66216
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: URGENT ATTENTION REQUIRED XX/XX/XXXX XXXX. XXXX/Nationstar Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Attention : Customer Relations this is a case of Dule tracking RE : Homeowner, XXXX XXXX XXXX - Loan # XXXX T.S. # XXXX ONE ADDRES IS ALREADY ON THE LETTER HERE IS THE OTHER ADDRES This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). ( Tital 12, Chapter 27 of the United States Code, 12 U.S.C. I am XXXX XXXX XXXX, Loan number home loan # XXXX, T.S. # XXXX, ( Phone number XXXX. Address XXXX XXXX XXXX XXXX XXXX CA XXXX. Foreclosure Sales Date XX/XX/XXXX.!!!!! 4 business days from now It is my requirement to give you Notice to self remedy before we will be allowed to seek relief up to and including the full market value of the Home In question and other potential damages. Request : Please open a case & stop foreclose pending resolution of this matter. You are in violation of the California Home Owner Bill of Rights restriction on dual track foreclosure. Facts : On XX/XX/XXXX, You opened an offer to me for modification in a call with your staff XXXX. XXXX XXXX ( XXXX ). On XXXX, i talk to XXXX ( XXXX ), when he wonders why he had not yet received the application promised on XX/XX/XXXX, XXXX told me to keep waiting for the USPS mail. On XX/XX/XXXX, in a call with XXXX XXXX, ( XXXX ), she sent me 2 emails with modification applications that same day. My client both faxed on XX/XX/XXXX, ( See proof of fax confirmation attached ) and mailed with USPS expired priority mail received by Nationstar on Monday, XXXX XXXX, my full requested documents & application. ( See USPS proof of delivery attached ). In a Nationstar letter dated XX/XX/XXXX, you confirm receiving my correspondence dated XX/XX/XXXX, that my requested Modification document and application. it took me only 13 days after he received the application to mail and fax it in to Nationstar. Nationstar ALSO dated another conflicting letter XX/XX/XXXX, from XXXX XXXX, Advocacy Manager ostensively saying Nationstar did not receive the Application / Documents for modification and preceded in that new letter to open up another NEW offer for modification & enclosing another unnecessary application. Her letter was an attempt to help me However, it shows substantial confusion on the part of Nationstar and has confused me i needs to understand if you have LOST my submission? Notwithstanding all of the above, Nationstar sent a Notice of XXXX XXXX for XX/XX/XXXX, XXXX XXXX, with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX, XXXX. On one of the two, Nationstar later dated XX/XX/XXXX, mentioned above tell you received his requested modification submission dated XX/XX/XXXX, BUT YOU WILL RESPOND NO LATER THEN XX/XX/XXXX?!! 4 days AFTER the set trite foreclosure sales date? According to our talks with Consumer Financial Protection Bureau AND The U.S. Dep OF HUD, regarding the Real Estate Settlement Procedures Act ( RESPA ), Dual Tracking is when a mortgage servicer, is simultaneously evaluating a consumer for loan modifications or other alternatives at the same time that it prepares to foreclose on the property. This is also a violation of the California Bill of Rights law of XX/XX/XXXX, designed for fairness in the Foreclosure process for homeowners. According to this Law recovery of damages will be available following a foreclosure sale. As I stated above, It is my requirement to give you Notice to self remedy before we will be allowed to seek relief up to and including the full market value of the Home In question and other potential damages. This letter serves that purpose. I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days i have requested a case be opened at RESPA. Director, Office of RESPA US Department of Housing and Urban Development XXXX XXXX XXXX XXXX XXXX XXXX XXXX DC XXXX XXXX i have requested a case be opined with the Consumer Financial Protection Bureau ( CFPB ), Director XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX D.C. Under the law, it is Illegal to threaten civil litigation. Please let me advise you my client has informed me he wishes to move forward with such action if ever his home is sold without the opportunity to receive the Keep You Home California ( KYHC ), $ 100K Principal Reduction Program Grant, that he was once approved for and has just re-opened that government grant program only as of this XX/XX/XXXX, the KYHC, office will need time also to evaluate and re-approve my client once more. As well as any opportunity Nationstar will offer in its response to the XX/XX/XXXXsubmitted modification application/documents. i was a Former California Official of the highest ranking. i am a man of means and can pay a proper home loan mortgage payment reflective of the massive los of value in his home and his hardship story that combined created this situation. I will help him all i can to fix the damage the seeds to be coming because of Nationstar design or mistake. I will wait for you cancelation of the pending sales date. Please resolve or call me at once. Sincerely, XXXX XXXX XXXX home owner phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total 3 pages
Company Response:
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2017-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: As our current CFPB complaint documents our property is contaminated and we have requested asssistance from our Mortgage Servicer without success. Nationstar/XXXX. XXXX indicated on XX/XX/XXXXduring a phone teleconference that they can not make any special exceptions for our contaminated property loan and our situation can only be handled the way they treat all properties that are not contaminated. It is well documented in the FDIC, XXXX XXXX XXXX, etc that a contamination that makes the property unsafe and uninhabitable directly impacts the value of the property. Prior communications with their representatives have documented : 1. There is no contamination department with Nationstar/XXXX XXXX 2. Nationstar/XXXX XXXX has no retention products for a property that is contaminated or uninhabitable. They indicated onXX/XX/XXXX that they cant make an exception for us because they would have to make an exception for everyone. Yet, the Seller Guide Update from Nationstar dated XX/XX/XXXX ( Enclosure ) reviews the issues of Water Contamination, acknowledges that contamination does impact property value including those homeowners in XXXX Michigan with contaminated homes secondary to lead. It appears that Nationstar provides these homeowners with a functional loan pathway and solution for homeowners with a contaminated property. What is the reason why Nationstar will not provide us with the same solution offered to the homeowners in XXXX Michigan whose homes have lead in the water above the safe drinking water limits Also, XXXX XXXX representatives informed us they would consider a short sale instead of Foreclosure. They have as of today declined our request to short sale our property versus Foreclosure. It is my understanding that will sell the property at auction tomorrow with no disclosures of the contamination thereby obtaining a higher financial gain. As Enclosure 1 indicates any adverse impact the environmental hazard has on the marketability of the property is affected by the contaminated water supply. This is the same case for our property. We want to be treated fairly and not excluded from the same exceptions Nationstar has made for XXXX Michigan.
Company Response:
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been making payments on my mortgage to Nationstar Mortgage XXXX XXXX XXXX XXXX. I paid extra and requested that it be applied to principal. Instead of applying it to principal, they have applied it to future payments, so that as of XXXX XXXX, XXXX, I do not have a house payment due until XXXX, XXXX. I am in a Chapter XXXX bankruptcy in the XXXX of XXXX. Nationstar Mortgage filed a {$45.00} arrearage claim for a possible escrow shortage. They have applied a {$360.00} fee for administrative expenses for the bankruptcy, but for some reason have not included that amount in their proof of claim. They are basing their refusal to apply the extra payments to principal on this {$360.00} fee. They have not said why they just did n't pay the fee out of the excess funds. There should be between {$160.00} and {$260.00} in the suspense account at this point. The failure to properly credit my principal payments has increased the amount of interest I am paying.
Company Response:
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar/XXXX XXXX found they made a mistake, but only credit me XXXX out of XXXX. Why did they only credit me XXXX? Why does it state on their resolution letter my modification was completed on XX/XX/XXXX when it was completed in XX/XX/XXXX? Their history of payments are too hard to understand, I have called XXXX XXXX multiple times and she has not returned my call. This is not the same issue. I 've already been proven right, Nationstar made a error in accounting and has now provided me a credit. This complaint is to clarify why the amount credited is so low. They should not have charged me any late fees or any bank fee 's ... I have not been late since the modification was singed in XX/XX/XXXX.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My grandmother-in-law ( " grandma '' ) unfortunately has a reverse mortgage on her primary address. My grandmother is originally from the XXXX and English is her second language and is XXXX years old. In XX/XX/XXXX, my Grandma 's home was foreclosed and sold. Ever since her husband had XXXX, she did not understand how to get her own home insurance, therefore XXXX XXXX who held her Reverse Mortgage would force place home insurance on her property. Grandma did n't understand how the payments would work and would eventually get them paid late. Unfortunately, the XX/XX/XXXX amount of {$2100.00} was never paid and XXXX foreclosed. Grandma had the unfortunate event of having the new owner come to her house which confused her greatly. This is where she got me involved to see if I could help. Through a month of phone calls and pleading, XXXX was able to contact the new owner of the home and get the sale of the home reverse and the rescinded the foreclosure. In XX/XX/XXXX, it was time for the next year 's of insurance to be paid. Grandma made the {$2000.00} payment in XX/XX/XXXX or XX/XX/XXXXto pay for the full year of home insurance. No monthly payment option was available. In XX/XX/XXXX I was contacted and informed that her maximum claim amount was going to be reached and that her reverse mortgage was going to be transferred to H.U.D. for servicing. This could only happen after she obtains her own home insurance. In XX/XX/XXXX, we were able to secure new home insurance for grandma 's home and had to pay a full that new premium for her own insurance. We contact XXXX XXXX and informed us that grandma was due a {$1100.00} refund for the original forced place insurance. Since XX/XX/XXXX, we have continually contacted XXXX XXXX and they have not been able to inform us why grandma 's check has not been sent to her. They continually tell us that they are researching this with never an answer. We are now in XX/XX/XXXX and I have contacted them for three straight days and they still can not provide us an answer. Grandma is on a fixed income and desperately needs those funds returned.
Company Response:
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2017-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A