Date Received: 2017-07-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am elderly & XXXX & have been trying since XXXX to modify my home loan of which I have lived in my residence for over 22 years. I had several XXXX & contacted all creditors about having to be in the hospital for these & requested a loan modification with XXXX Mortgage at that time to get caught up on my home mortgage. I only owed for a few months then & sent in papers to XXXX & was in the middle of the loan modification when they sold the loan to Nationstar Mortgage.My first contact with Nationstar was that they filed to foreclose on my home- This loan was started in XXXX after Hurricanes- I had only 5 payments left- however, refinanced to pay for the damages to several of my rentals due to insurance companies not paying me as they went bankrupt. I immediately contacted Nationstar about the loan modification with XXXX & they stated to me that XXXX said to foreclose. I have been in constant contact with Nationstar & written so many letters & calls in an attempt to get this loan current & correctly handled.since then in XXXX, I believe.They have REPEATEDLY ignored me & stated I was NOT entitled to a loan modification & have been sabotaging me from day one. I have continued to insist on my right to have a loan modification & finanlly got then send me the papers. I have sent in all info needed for this SEVERAL TIMES & they state they have not gotten all info. I got 3 other loan modifications with another companies sent in all info needed. Then they would state I needed an undate, etc.- everything not to do this loan modification I dispute all inspection fees & legal costs that NEVER should have happened as I was modifying this loan with XXXX when they tried to foreclose. Now again in the middle of the modification- I only found out yesterday that a hearing was held on XXXX XXXX, XXXX for the final foreclosure. I WAS NEVER notified of this hearing & have been trying to work with them to get my rights applied. They have scheduled a sale date of XXXX XXXX & now I am having to file a motion with the court to stop this.I am not able to hire an attorney- My medical costs were almost a million dollars .Nationstar states that I am behind since XX/XX/XXXX, & that is totally FALSE.- copy of enclosed paper that I just read the other day & received the end of XXXX They changed attorneys & the costs they state I owe keeps increasing every month. I have sent in my payments & they have kept them- returned on particular payment & I have kept sending it back- 8 times.They state I owe $ XXXX which is absurd & totally FALSE.I owe from XXXX XXXX at & XXXX & that is why I contacted XXXX & all creditors to assure them of my intent to pay all bills & let them know of my hospital & XXXX stays & to get caught up by the loan modification. This has been a nightmare for me. & stressed me so much.These companies have improperly handled this loan now are depriving me of my residence. I wish to file a complaint against them both & need your help asap. I can send in any papers you might need. I intend on doing whatever I can to save my home. I live in XXXX, Florida.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2017-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage/XXXX XXXX is making it very difficult to remove the PMI on my FHA loan, urging me instead to refinance the home at a significant cost to me. After five years of no late payments and the house doubling in value, it should be easy to remove PMA in XX/XX/XXXX but instead Nationstar continues to push me to accept their expensive product. I purchase a home in XXXX in XX/XX/XXXX for {$750000.00} under an FHA loan with a 10 % PMI. I put down {$150000.00}. I currently owe approximately {$540000.00}. In XX/XX/XXXX the home value - published on Nationstar 's own website - is {>= $1,000,000} but they are telling me that I do not have the 78 % of loans to value requirement to remove PMI and the only remedy is to refinance with them at significant cost to me. I do n't know what to do. What are my options?
Company Response:
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX XXXX I submitted a written cease and desist to nationstar which I also verified on the phone with them that they received. They continue to call my house for refinancing options but when they leave a message it says contact nationstar mortgage now concerning opportunities. So my XXXX year old mother has moved in with me due to health reasons and now i come home from work with her writing notes for me to call nationstar and since she has XXXX XXXX thinks the worst that the house payment is late. I am not eligible for a refinance on my current home ( which is at XXXX ) as I have already used the HARP program through Nationstar. I have other mortgages and I do n't get any other phone calls like this from other servicer. I have never been late, and I mean never! I worked in collections for another mortgage servicer and am aware of the rules surrounding CFPB and Cease and Desist and I am seeking damages per occurrence of XXXX. There have been close to 100 phone calls since writing in XXXX and confirming with them that they received my cease and desist.
Company Response:
State: SD
Zip: 57701
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Short sale with Nationstar 1st and 2nd lien. 1st lien was set to be paid off in full and a short sale on the Nationstar second. Nationstar foreclosed on the property after giving the impression there was no foreclosure date and that they were in correspondence with the first lien. Extension to close on or before XX/XX/XXXX was issued on XX/XX/XXXX and Nationstar foreclosed on the property the same week on XX/XX/XXXX.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage company utilizing champion mortgage as its servicer. Upon my mother 's XXXX I attempted to utilize the short pay process to buy the home. I am the son and administrator of the estate. During the course of the short pay process the mortgage companies proceeded with a foreclosure action and in violation of federal laws and mandates prohibiting the same, applied for and obtained a judgment of foreclosure and sale date which has been extended to X/XX/17. While I have attempted to pay off the balance of the mortgage the companies refuse to set forth any detail of the amount owed. They are charging thousands of dollars for a homeowners insurance policy without my knowledge and concern and during which time I always had such a policy in full force and effect. They are also charging many hundreds of dollars for interest on the insurance policies and for property taxes ( not otherwise owed, either ) because it was paid. THEY ARE STEALING MY HOME AND THE FEDERAL GOVERNMENT MUST IMMEDIATELY STEP IN AND STOP THEIR ACTIONS. ONLY AFTER THEIR OBTAINING A JUDGMENT OF FORECLOSURE AGAINST ME AND PUT THE PROPERTY UP FOR SALE DID THEY DENY MY SHORT SALE PROCESS OR " LOSS MITIGATION PACKAGE ''.
Company Response:
State: NJ
Zip: 08701
Submitted Via: Web
Date Sent: 2017-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX AND NATIONSTAR MORTGAGE ARE USING THE PHONE, COMPUTERS AND INTERNET SERVICE TO COMMIT THE THEFT OF FUNDS AND THE ILLEGAL FORECLOSURES OF HOMES ... WE HAVE 3 CONFIRMED, RECORDED, DOCUMENTED CRIMINAL ACTS TOTALLING OVER {$8000.00} MAKING IT A SERIOUS FEDERAL CRIME .... IN XXXX XXXX, AS PART OF A CFPB SETTLEMENT, NATIONSTAR AGREED IN WRITING TO ACCEPT A XXXX PAYMENT TO BRING THE ACCOUNT CURRENT. WE PAID THIS AMOUNT OVER THE PHONE ... AND NATIONSTAR ILLEGALLY LEFT A BALANCE ON THE ACCOUNT PLUS ACCRUING LATE FEES ON THESE ILLEGAL BILLS ... NATIONSTAR USED INTERNET FRAUD DURING THE SAME TIME PERIOD, XXXX XXXX, WHEN THEY PUT IN WRITING THAT THEY WERE NOT DOING A FORECLOSURE BECAUSE THEY WERE INVESTIGATING AND CONFIRMING LOAN ORIGINATION FRAUD ON THIS ACCOUNT. ... FOR THE PUBLIC RECORD, THIS LOAN ORIGINATION FRAUD WAS CONFIRMED AND NEVER CORRECTED MAKING ANY FURTHER COLLECTION AN INTENTIONAL, FRAUDULENT, CRIMINAL ACT ... THE LOAN IS INVALID ... IN XXXX XXXX NATIONSTAR DID FORECLOSE ON THE MISLED HOMEOWNER AFTER TELLING THEM ON THE PHONE AND IN WRITING ... THEY WERE NOT FORECLOSING ... WHEN THEY REVERSED THEIR ERROR ... THEY ADDED A {$1400.00} ATTORNEY BILL ILLEGALLY TO THIS MORTGAGE ... THEY CHARGED FOR A FORECLISURE THEY SAID THEY WERE NEVER DOING .... NOWHERE CAN YOU CHARGE FOR A SERVICE YOU TELL A CONSUMER YOU ARE NOT PROVIDING ... THAT ILLEGAL {$1400.00} ATTORNEY BILL IS STILL ON THIS ACCOUNT ILLEGALLY TODAY. ... LAST MONTH ... XXXX XXXX, XXXX, NATIONSTAR VERBALLY AGREED TO ACCEPT AND THEN WAS WAS PAID OVER THE PHONE FOR XXXX, XXXX AND XXXX PAYMENTS. THEY CONFIRMED, DEBITED MY ACCOUNT OVER 2,800 ... BUT ONLY PAID XXXX AND XXXX. ... THEY TOOK OUR XXXX PAYMENT AND USED IT TO PAY FOR THE ILLEGAL FEES THEY ADDED PREVIOUSLY USING OTHER FORMS OF WIRE FRAUD PRIOR .... THIS PAYMENT WAS MADE DIRECTLY TO THE CEO IN HIS OFFICE ... XXXX XXXX ... MAKING IT AN INTENTIONAL CRIMINAL ACT AND THEFT / MISAPPROPRIATION BY THE CEO ... XXXX WE HAVE REQUESTED RECORDINGS OF ALL OF THESE CONVERSATIONS FOR OUR UPCOMING LAWSUIT AND FOR YOUR PROSECUTION BUT XXXX XXXX AND STAFF REFUSUES TO COMPLY. WE ARE WORKING DIRECLTY WITH THE CEO 'S OFFICE NOW SO WE HAVE CONFIRMED THIS IS A TOP DOWN CRIMINAL FRAUD INVOLVING SEVERAL HIGH LEVEL EXECS. PLEASE NOTE THAT NATIONSTAR HAS COUNTLESS COMPLAINTS OF THIS TYPE OF FRAUD. THEY ARE STEALING CASH AND STEALING HOMES AND XXXX XXXX IS KNOWINGLY VIOLATING NUMEROUS STATE AND FEDERAL LAWS WHILE FORCING EMPLOYEES TO ALSO BREAK THESE LAWS OR LOSE THEIR JOBS.
Company Response:
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2017-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am the XXXX of XXXX which is the XXXX for XXXX XXXX XXXX. There is a property located at XXXX XXXX XXXX , XXXX, TX XXXX owned by XXXX XXXX. The XXXX abandoned the home about 8 years ago and it has been vacant and deteriorating since that time. Last year we filed a compliant stating the mortgage company, Nations Star Mtg was not maintaining the property. Case # XXXX. I am now told that case is close. The mortgage company did maintain the property on a monthly basis via XXXX XXXX XXXX up until about three months ago. XXXX now states it no longer has a contract to maintain. The grass has not been mowed, the shrubs not trimmed and weeds are all over the property. Nations Star Mtg needs to maintain this property as it is reducing the value of homes in the area. They also need to foreclose as it has been vacant for 8 years now. My phone number is XXXX
Company Response:
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: VIOLATION OF 12 USC 2605 SEC E WHILE DOING MY 2015 TAXES I NOTICED THAT CHAMPION MORTGAGE WAS CHARGING INTEREST AT MONTHLY RATE AND S/B ANNUAL RATE. I WROTE LETTER AFTER MANY PHONE CALLS WITH NO RESULTS. CHAMPION ACKNOWLEDGED ERROR AND SAID THEY WOULD FIX. TO DATE PROBLEM STILL IS NOT FIXED AND THEY WILL NOT ANSWER MY PHONE CALLS. TO DATE I BELIEVE THEY HAVE CHARGED OVER {$3000.00} IN EXCESS INTEREST, AND MIP. SEE ATTACHED FOR DATES AND OTHER INFO
Company Response:
State: OR
Zip: 97527
Submitted Via: Web
Date Sent: 2017-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My home mortgage loan was sold by XXXX XXXX company to Nationstar mortgage sometime in 2015 without my knowledge. During this time Nationstar force placed insurances on this account and increased my mortgage from approximately {$400.00} per month to almost {$900.00}. I had sent in documents showing that I had insurances and that I had never lapsed in my coverage. After calling several times and never getting the charges removed I called the Mississippi State Attorney Generals office to get help. XXXX ( XXXX ) and I worked for about a year to have the charges reduced and/or removed. They were never removed. During the course of this they would not accept partial payments even though I had been told to send my initial payment amount until the charges were removed. After a year and a half of this my credit has been ruined. I can not get refinancing because of this. Also during this ordeal, I was in a major car accident. I would like to become current and maybe get refinanced. Their phone number is XXXX. They have done several people this way. I would pay my ( approx. {$25000.00} in full ). I am trying to avoid foreclosure! XXXX also has a detailed list of the numerous phone calls to rectify my possibility of refinancing. I have approx 50 pages of correspondence to upload or fax. Again I included my AG 's number to confirm the hassles. The XXXX XXXX representative, XXXX, can verify that we called and faxed this company to rectify the problem. Her contact number is XXXX.
Company Response:
State: MS
Zip: 38701
Submitted Via: Web
Date Sent: 2017-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage has been sold repeatedly. My current mortgage lender/loan processor is Nationstar Mortgage, loan number XXXX. Nationstar 's customer service number is XXXX. As of XX/XX/XXXX, Nationstar Mortgage changed its name to Mr. Cooper Mortgage. There have been numerous complaints filed against Nationstar Mortgage for errors in accounting and loan processing. I imagine Nationstar changed its name to Mr. Cooper in order to separate itself from the lengthy list of consumer complaints. Please note that I have never missed a mortgage payment with any of my loan servicers, have never been late paying, and have always paid extra each month toward the principal of the loan. I also have an excellent credit rating. Nationstar took over my mortgage loan ( formerly with XXXX ) in XX/XX/XXXX. My first Nationstar Mortgage Statement, datedXX/XX/XXXX, shows an Escrow balance of {$2700.00}, transferred to Nationstar from XXXX. This transferred escrow balance was nearly enough to pay both my homeowner 's insurance and autumn property taxes that were due XX/XX/XXXX ( another {$150.00} was needed, and was easily paid in my XXXX and XX/XX/XXXX mortgage payments to Nationstar. ) There was no shortage in my escrow account. However, I received a new escrow statement from Nationstar dated XX/XX/XXXX, falsely declaring that my escrow account was short {$1200.00}. Since my property taxes did not increase by that amount, and I had never missed a payment, it is not possible that my escrow account was that short. My XXXX XXXX Mortgage statement increased my monthly mortgage payment by {$170.00}. This figure is in error since my property taxes increased by less than {$200.00} for the current payment cycle, or {$16.00} monthly. I have called Nationstar customer support several times to solve this problem, and to request an audit of my account to explain the accounting error. To date, I have not received an explanation as to how the XXXX XXXX, XXXX escrow analysis showed my account was short nearly {$1300.00}. I have lodged complaints to Nationstar, and have corresponded by phone and my email with Nationstar 's ( Mr. Cooper 's ) representative, XXXX XXXX, a Mortgage Customer service team leader : phone XXXX x XXXX, email XXXXXXXXXXXX. I have asked repeatedly for XXXX XXXX to find answers to my questions, and she has failed to do so. During a phone call with XXXX XXXX XXXX on XX/XX/XXXX, she explained that she found my missing money ( attributed ) to insurance premiums I paid but were missing in accounting, and said she would initiate a refund. She allowed me to choose to receive a check in the mail or have the refund applied to my principal balance. I opted to receive a check in the mail. She specified the amount of the refund to be {$1100.00}, and said it would take up to about three weeks to receive the check. I asked XX/XX/XXXX where the missing money was located, and she refused to answer. I asked for my insurance premiums to be removed from escrow collection due to the accounting errors, and XXXX processed this request. Nationstar granted my request in XX/XX/XXXX. Removing the insurance premiums from escrow collection put my account in balance, which seems to indicate there was indeed a problem with the accounting of my insurance premiums. During the phone conversations in XX/XX/XXXX XXXX XXXX stated that Nationstar needed to be reimbursed for insurance premiums paid on my behalf. This statement did not make sense in that Nationstar had already received adequate funds for this purpose in the escrow balance transfer received from XXXXXXXX XXXX in XX/XX/XXXX-XX/XX/XXXX. The refund check promised by XXXX XXXX never arrived. OnXX/XX/XXXX, I contacted her again by phone to find out what happened to the missing refund check. She was surprised that it had not arrived. After doing more research, XXXX XXXX stated that any rebates needed to come from my insurance company. This was impossible in that my insurance accounts were paid in full with no overages. I asked for XXXX XXXX to contact my insurance agents to problem solve, and she agreed to do so. It is important to note that Nationstar transmitted a check in the amount of {$1000.00} to XXXX XXXX XXXX XXXX in XX/XX/XXXXto pay for my homeowner 's policy as contracted. The check was not supposed to be sent there, but was supposed to be sent to my insurance agent, XXXX. XXXX had already paid the premium on my behalf, and had sent an invoice directly to Nationstar, but Nationstar ignored the invoice and sent the payment to the wrong location. XXXX XXXX considered Nationstar 's double payment an overage, and refunded the {$1000.00} to me directly. In turn, I had to repay XXXX the {$1000.00} directly. The strangest part about this sequence of events is that the {$1000.00} disbursement Nationstar made to pay for the insurance premiums was never reflected on any of my Nationstar mortgage statements as required. I assume this is why my escrow balance was in error. OnXX/XX/XXXX, I received another refund check from my agent at XXXX. The memo on the check said it was Mortgage Co. funds to XXXXreturn to client.. '' For reasons that Nationstar can not explain, it sent another {$81.00} to XXXX XXXX XXXX which was never invoiced. Neither XXXX nor XXXX have any idea why Nationstar sent the extra {$81.00}. Nationstar never provided an invoice that showed the request for the {$81.00}. I received the refund of {$81.00} from my agent. Strangely, Nationstar 's disbursement of the {$81.00} to XXXX XXXX XXXX does appear on my monthly mortgage statement, in contrast to the insurance premium {$1000.00} that was paid in XX/XX/XXXX and does not appear on any mortgage statement. Again, removing the insurance premiums from escrow brought my monthly payment back down to where it was supposed to be, but to date, there has been no satisfactory explanation as to how the error occurred, where the missing money is, or that an audit will be conducted. On XX/XX/XXXX, I spoke by phone again with XXXX XXXX. She mentioned she had discussed my case with her supervisor, and she said her supervisor decided a refund was unlikely because its against Nationstar policy, and that if Nationstar were to locate any missing funds, they would likely keep the funds to apply them toward property taxes. That statement did not make sense because I have paid all taxes and insurance as required by contract each month, never missing a payment. It seems arbitrary for Nationstar to decide to keep money that is above and beyond my contracted mortgage payment. I said this appeared to be punitive for an account in perfect standing. OnXX/XX/XXXX, I received a written response from Nationstar 's research department. Instead of accounting for the erroneous escrow analysis from XX/XX/XXXX, they performed escrow analysis after the insurance premium had been removed on XXXXXX/XX/XXXX. In effect, the written response ignored my direct request for an audit of the faulty XX/XX/XXXX escrow analysis that dramatically increased my monthly mortgage payments without explanation or correction to my account. I responded via email immediately to XXXX XXXX on XX/XX/XXXX. My response is quoted here : " XXXX, Thank you for sending the research response. I understand the information provided, but it does not answer the central question that I posed to initiate this research. The central question surrounds the XXXXXX/XX/XXXX escrow analysis I received from Nationstar. This research response below does not answer why my escrow account was short {$1200.00} as of that date, and what figures make up that amount. Property tax increases explain only a portion of this shortage. Removing my insurance premium from escrow solved the problem. The XX/XX/XXXX escrow was reworked because of this initial question, and I have not received an answer to the original question. I also do not understand why the {$1000.00} disbursement to may my homeowners insurance last XX/XX/XXXX is not reflected on any of my Nationstar mortgage statements. I need to have an answer to these specific questions, and I dont think I should wait another 2 months to get an answer. The original question about the huge shortage was addressed to XXXX at the end ofXX/XX/XXXX. '' XXXX XXXX avoided my email for a few days, but I sent another email demanding acknowledgement that she received my research request, and to explain how long it will take to receive an answer. On XX/XX/XXXX, XXXX XXXX replied that I should call her if I have questions. That same day, I replied to XXXX XXXX that I wanted everything in writing because calling her does not work, and she tends to be unresponsive. On XX/XX/XXXX, I wrote via email to XXXX XXXX : " Please see to it that the questions from myXX/XX/XXXX email are answered This is a reasonable quest. If you can not do this, then please put me in contact with your supervisor, or someone who is qualified to answer my noted questions from XX/XX/XXXX as requested. '' A few days later, I received a letter from Nationstar dated XX/XX/XXXX, regarding " Research Reference # XXXX. '' The letter states that Nationstar is in receipt of my research request datedXX/XX/XXXX. The letter quotes compliance with the Real Estate Settlement Procedures Act, and says a response will be provided within 30 days. That 30 day waiting period ended XX/XX/XXXX, so Nationstar is well past the response deadline. Furthermore, I clearly specified my questions were from my email to XXXX XXXX on XX/XX/XXXX, not XX/XX/XXXX. It appears that Nationstar/Mr. Cooper is purposefully failing to address accounting errors that pertain to my escrow account. Please note that according to XXXX XXXX, all of our various telephone conversations were recorded. I also have all of the emails between XXXX XXXX and myself, along with all of my statements and escrow analyses. My insurance agents at XXXX were copied on all of my written correspondence with XXXX XXXX, and I made a point of writing detailed synopses of the points we discussed by phone afterward, and I emailed these synopses to XXXX XXXX as well as to my insurance agents. The last time I spoke to XXXX XXXX by phone she said she had been defeated by this problem with my account and could not figure it out herself, even though she is escrow certified. She also mentioned she had reached out to the prior mortgage company, XXXX, to request information on my escrow account from them, but nothing ever came of that. XXXX XXXX has apologized to me for providing poor customer service and for failing to respond to my questions, and for not being able to solve these problems, but she has also refused to forward my questions to other qualified representatives at Nationstar to seek answers to my questions. It is now simply avoidance on Nationstar 's part. In summary, Nationstar has not explained why myXX/XX/XXXX escrow analysis showed an escrow shortage of nearly {$1300.00}, and has not made an accounting correction on any of my mortgage statements to reverse this problem, and has not conducted an audit of my account to my knowledge. Nationstar has not explained the irregularities in my escrow account ( shortages, missed disbursement line items on statements, sending payments to insurance without invoices, etc. )
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A