Date Received: 2017-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The aftermath of a divorce left me struggling to make my payments as credit card balances increased and reserve cash decreased. Additionally, I was told in XX/XX/XXXX that I would have a tax bill this year roughly $ XXXX. After the divorce I was left with a condominium we purchased in XX/XX/XXXX in the XXXX, XXXX, metro area. We paid $ XXXX for the property but the value at the time of the divorce was about $ 160K. At the time I was making just enough to make the payments if we rented the condo and I did not want to ruin a credit score in the XXXX if I could at all help it. My company also relocated me to XXXX NY so the only choice I had was to rent the property and utilize the rent payments to supplement my own. However the two mortgages, condo fee, and property management fee was close to {$700.00} higher than the market rate for the rent. I was able to continue making payments until the ARM of the first mortgage began to increase while at the same time still trying to adjust from a household income of two down to one. At the beginning of this year I knew there was no way I could continue. I had maxed out three credit cards ( $ XXXX ), I had depleted all liquid assets, and the news of the impending tax debt was too much. I called my realtor and asked her for options. She recommended a short sale. At this point I had already missed a payment on my first mortgage and was likely to miss the next payment along with a payment on my second mortgage. I began to receive the phone calls from the companies. Of the times I was able to answer ( I can not be on the phone much less discuss sensitive personal matters at my job ) the only thing the other person on the line would do is demand that I make a payment. When I tried to explain that I just did not have the money to do that, they would keep pressuring me and asking why I could n't. Therefore I stopped answering the calls. I was already depressed enough that my credit had taken a dive, I was just at a loss for the way the representatives treated me. I talked to my realtor and she told me she would do everything she could to make the short sale work. She reached out to the creditors, pulled in a consultant, and even went so far to solicit help from a state representative all in an effort to stop foreclosure proceedings. She even had a buyer offering market value for the property with a signed contract in hand! Sadly, I received the phone call from her this week that the property was, in fact, foreclosed and she apologized profusely because she was not able to assist any further. She mentioned how difficult the lender of the first mortgage was to work with and that she had handled many short sales in the past but this was the most difficult of her career. I read through the requirements lenders are supposed to take and I am appalled at the lack of follow through with the lender on the first mortgage ( the lender on the second mortgage was much more receptive to assist ). When I answered the phone calls, never did anyone on the phone offer me loss mitigation steps. The representatives instead made remarks and were unpleasant with bad tones in their voices when I tried to explain that I did not know when, or if, I would be able to make payments again. Letters that I received from the lender were difficult to decipher and the subsequent attorney letters were even more confusing. I have never missed a payment on either of these mortgages from the first payment in XX/XX/XXXX until XX/XX/XXXX. I had near perfect credit. I was good about paying off my debts and I am a man of my word. But this experience has broken me. I do not think I will ever want to own, even if I could get a loan, another property after all that this has put me through. I am exhausted, depressed, and simply sad at the way this bank refused to help.
Company Response:
State: NY
Zip: 142XX
Submitted Via: Web
Date Sent: 2017-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been trying for a modificaton since XX/XX/XXXX. It has been an exasperating ordeal for us and all we want to do is go back to making good faith mortgage payments to NationStar. My complaint is a serious matter, since our documents were sent, we 've been denied twice for a modificaton beacuse the Underwriter reviewing our file uses financials that are at least two months old. Each time we place a call to Nationstar, we are advised no further documents needed and no updated financials needed. How is that possible if we submitted documents since XX/XX/XXXX?! Our finances has changed for the better, we are XXXX XXXX and collect rental! How is it that a bank can review then denial a modificaton without accurate information?! How is it that a bank can review then deny you for a modification withour updated Profit and Loss and supporting bank statements?! Why is it that NationStar 's goal in NOT to help their long time customers but rather help us lose our home?! This is concerning to us because we can not afford to lose our home, it is not an option for us- the reason why we defaulted on our payments was because I was laid off of my job. Since our hardship, we have started a business which has been successful and we have consistant rent every month. It 's concerning that we can shoe affordability on to pay our mortgage but Nationstar is not doing their due diligence to when it comes to obtaining current documents for a review. How many times will they deny us a modificaton but then reopen our case for another review?! Why ca n't they get this right the first time around? I can never get a hold of a supervisor or the Ombudsman office, the representatives has lack of information to provide each time. We are annoyed and scared- this is not turning out in our favor but the banks! We ca n't even get a hold of our representative XXXX XXXX! extXXXX
Company Response:
State: NY
Zip: 11554
Submitted Via: Web
Date Sent: 2017-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is currently serviced by Nation Star Mortgage. This mortgage debt was discharged in a Chapter XXXX Bankruptcy in XXXX. Since the discharge date, Nation Star Mortgage ( NSM ) has promised to re-establish a new mortgage note, but has never followed through. NSM has collected funds and continues to make demands to post bankruptcy payments. Since the debt was discharged, numerous demands have been sent via mail in attempt to collect on the discharged debt. I have received repeated phone calls from representatives making demand for payment as well. Per section 524 ( b ), 524 ( c ) and 524 ( f ), it clearly state that the creditor must be free of influence or inducement in any post-petition communication. [ 1 ] See Federal Bankruptcy Case XXXX, XXXX XXXX XXXX & XXXX XXXX XXXX, XXXX District of NC, XXXX Division Furthermore, interest has been charged on the now discharged debt. As you are aware collecting money on a discharged mortgage debt is a violation of the Bankruptcy Code. Bankruptcy Courts may use their contempt power under section 105 of the Bankruptcy Code in awarding damages for a creditors violation of the discharged injunction. [ 1 ] See XXXX XXXX XXXX XXXX Bank XXXX XXXX, XXXX. Pro. No. XXXX, XXXX. # XXXX XXXX XXXX. XXXX. NY XXXX ). [ 2 ] See XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Adv. Pro. No. XXXX, XXXX. # XXXX ( XXXX. XXXX Ohio XXXX XXXX. NSM is in clear violation of CFPB mortgage servicing rules as well, since they have refused to complete underwriting on complete loan modification packages submitted. NSM has also refused to issue a restatement quote to me as well. They claim the balance due {$58000.00} and the past due amount is {$8700.00}. These figures appear to be severely distorted since the original loan balance was {$54000.00} in XXXX. I should be paying the loan in full at maturity in 7 years ( XXXX ). The overall distortion of the balance, payments and escrow are clear violations of RESPA as well. NSM has imposed a foreclosure sale date of XXXX and I do not want to lose my home. I feel cheated and deceived by NSM and I am seeking your assistance on this matter.
Company Response:
State: IN
Zip: 474XX
Submitted Via: Web
Date Sent: 2017-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Effective XX/XX/XXXX, my previous mortgage company XXXX sold my mortgage to Nationstar mortgage. There has been nothing but problems since day one. The two latest problems are the most serious. 1. On XX/XX/XXXX, I received notice from Nationstar that they sent {$10000.00} to XXXX XXXX Az. sewer improvement district for delinquent taxes. I called the XXXX XXXX XXXX office and was told there was no money owed to them. I called them again today ( XX/XX/XXXX ) and they told me they never received the {$10000.00}, and if they had it would be returned to Nationstar as no money was owed. Nationstar says they have n't received anything back. Every time I call them they tell me it 's being investigated. I have requested documentation from Nationstar, but they either will not or can not provide it. I have now received notice from Nationstar that effective XX/XX/XXXX, my monthly house payment is going from {$390.00} to {$1100.00} to make-up the escrow shortage for the money that was never owed and is now missing. 2. On XX/XX/XXXX, Nationstar received a bill from XXXX XXXX XXXX in the amount of {$380.00} for homeowners insurance. On XX/XX/XXXX I received notice from XXXX that Nationstar had not paid the bill. I called Nationstar and they first claimed they never received it. They put me on hold for ten minutes. They came back on the phone and said they found it and would pay it immediately. On XX/XX/XXXX, XXXX notified me that the insurance was paid. On XX/XX/XXXX, I received notice from XXXX that there was a {$10.00} balance. I called XXXX and was told the CHECK FROM NATIONSTAR BOUNCED. Nationstar had since sent a second check, and the {$10.00} was a bounced check charge. XXXX contacted Nationstar and they paid the bounced check charge, but had the nerve to take the {$10.00} out of my escrow account even though they had made the mistake.
Company Response:
State: AZ
Zip: 86442
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage LLC Attn : Customer Relations XXXX. XXXX XXXX XXXX, TX XXXX XXXX XXXX Customer Advocate Manager Nationstar Mortgage LLC XXXX. XXXX XXXX XXXX, TX XXXX XXXX : XXXX E-mail : XXXXXXXXXXXX XXXX XXXX CA XXXX XXXX XXXX, XXXX Loan XXXX Reference Number XXXX RE : Removal, Suspension or Postponement of Sale Date to validate the amount owed and reinstatement of workout options proposed. Dear Nationstar Customer Relations : Please take this letter as a Written Qualified Request under the Real Estate Settlements and Procedures Act. We respectfully request the removal, suspension or postponement of the pending sale date of XX/XX/XXXX because we are disputing the amount that is owed per the Mortgage Payoff Statement of XX/XX/XXXX and requesting a modification per the terms of the modification offered on XX/XX/XXXX and have provided a proposal which is sufficient to reduce the monthly payments. We received a letter via secure email from Nationstar dated XX/XX/XXXX with an RE : Nationstar Reference Number XXXX signed by XXXX XXXX, Customer Advocate Manager but none of the following enclosed documents noted in the second paragraph of that letter such as the Note and Security Instrument, Payment history, HUD-1, payoff quote or Notice of Servicing Transfer. We never received this letter or accompanying documents via regular US mail. We respectfully request that you prepare the above documents and deliver them to us via the secured website you have for our account at https : //www.nationstarmtg.com or by certified mail or other traceable form of mail as we have had numerous issues in receiving mail when you have stated you have sent us mail. Additionally on the second page of the letter from Nationstar dated XX/XX/XXXX with an RE : Nationstar Reference Number XXXX, you say in the second paragraph, Please note will not be able to assist with any of these matters and we would like clarification as to what this sentence means. During the last review for loan modification, in which our income and expenses you state were not used the ambiguously worded denial letter stated that a third part valuation was developed and used, and we did not receive a copy of that evaluation and are hereby requesting it again just as we did in our previous letter on XX/XX/XXXX but never received a copy via email or in the mail or posted to the secured Nationstar website. We are also again requesting to know why the loan modification request of XX/XX/XXXX was denied when it was approved on XX/XX/XXXX since all of the payments were saved up since XX/XX/XXXX which amounts to approximately {$26000.00} available today for Nationstar to provide as our contribution towards a loan modifications arrears and lender paid advances. We request a detailed breakdown of the lender paid advances, escrow advances, legal fees and county recording fees. We are also requesting to know why income and expenses were not used for the modification evaluation as this would seem to be incongruent with making a loan modification that would be successfully performing for the investor of this loan and affordable for the borrower. We are also requesting to know why the payment could not be reduced during the request for modification, is this an investor rule or a Nationstar rule? We are ok with keeping the same payment or increasing it because my husband and my income has recovered since our hardship that caused us to fall behind on this option adjustable rate mortgage. We were told verbally by your representatives that we could not get a loan modification because we were too far behind on our loan, despite all the delays being Nationstars fault. We are also requesting to know what the net present value loan modification input data was used for the loan modification evaluation as well as the output results that your systems generated for the loan modification review that resulted in a XX/XX/XXXX approval under that HAMP Streamline offer. The investor of the loan that you provided in the XX/XX/XXXX letter states the investor is XXXX XXXX with the trustee being : XXXX XXXX XXXX, XXXX. as Trustee XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX E-mail Address : XXXXXXXXXXXX But this is not what is recorded in public records, nor in the XXXX XXXX XXXX XXXX ( XXXX ) nor in any correspondence from Nationstar in our online account or via mail. We are disputing that the investor of our loan is SARM XXXX and believe that the investor of our loan would benefit from a loan modification by recouping the principal and past due along with future interest payments over the remaining 214 months of our loan per your guidance in the letter from Nationstar dated XXXX with an RE : Nationstar Reference Number XXXX. We dispute the information Nationstar has provided and believe that you are incorrect in asserting that the investor is the above named entity since nothing has been recorded in public records or the XXXX XXXX XXXX XXXX to validate this fact. The funding of our loan was not in the name of the above investor and we have had several servicers since we funded our loan and have never been told our investor trustee is XXXX XXXX XXXX, XXXX. or given an opportunity to discuss our loan directly with them. Nationstar, which you state is working on behalf of XXXX XXXX XXXX, XXXX. as Trustee for XXXX XXXX was willing to increase our payments on our loan due to the delinquency because on XX/XX/XXXX, Nationstar generated a modification plan that increased our payments from {$2500.00} to {$2900.00} but was this was never received by us in time and we have provided evidence of this modification offer in our last correspondence. However, in your letter from Nationstar dated XX/XX/XXXX with an RE : Nationstar Reference Number XXXX you state on page 3 that our Fully Amortized Pre Modification P & I is {$3000.00} and our mortgage statement as of XX/XX/XXXX show the payments being {$2500.00} fully amortized, consisting of {$1000.00} principal and {$1500.00} interest each month. These fully amortized payments change on the other mortgage statements we receive each month. We requested a Mortgage payoff quote and one was generated on XX/XX/XXXX with an investor number of XXXX. The interest calculated from XX/XX/XXXX to XX/XX/XXXX is {$100000.00}, late fees of {$470.00}, lender paid expenses of {$15000.00}, escrow advances of {$53000.00} and legal fees of {$12000.00} and county recording fees of {$50.00}. This total amount is {$180000.00}. We request detailed accounting of these numbers, the dates incurred, the amounts incurred on those dates and the reasons why they were incurred. In your letter from Nationstar dated XX/XX/XXXX with an RE : Nationstar Reference Number XXXX you state on page XXXX that our Post Modification Unpaid Principal Balance ( UPB ) is {$630000.00}, yet the mortgage payoff statement of XX/XX/XXXX shows the total amount with principal balance and the {$180000.00} from the last paragraph equaling {$660000.00}, a difference of {$23000.00} more in less than a month. This is unacceptable and baffling and leads to further doubt about Nationstars handling of the loan modification request evaluation, billing practices and amounts owed. We received the modification offer in XX/XX/XXXX only after calling Nationstar and asking why this offer was never delivered in a timely manner. Your representatives stated that the offer was made via certified US mail to our previous address, yet no proof of this certified mail was ever offered. Your representatives never offered to take the mortgage trial period plan payments in XX/XX/XXXX so we could be permanently modified and this was an option. Perhaps this is because it was to Nationstars benefit to keep the loan delinquent and have that HAMP program expire at XX/XX/XXXX. In that case of the streamline modification, the payments went up and we were ok and remain ok with getting those payments and have been asking for similar Trial Period Plan payments since our combined household income can sustain a payment around {$3000.00} to {$4500.00} per month. Please know we want to keep our home and can make our regular monthly payments and request a capitalization of the arrears and advances made on our behalf for our loan and would like this information shared with the investor of our loan, after verifying who the investor really is and accurate accounting for what is owed and advanced by Nationstar. When we last wrote to you on XX/XX/XXXX adding our unpaid principal balance of {$470000.00} plus the {$220000.00} that is the total amount due from the servicing overview page at www.nationstarmortgage.com the total amount becomes {$700000.00}. However, we have come to now find out this amount is inaccurate and we demand an accurate and detailed itemized breakdown as to what is really owed. Today, we find out that as of XX/XX/XXXX there is only {$660000.00} in total amount owed to pay off this loan and we dispute this amount. On the Mortgage Payoff Statement of XX/XX/XXXX, it states there is an amount owed of {$12000.00} in attorneys fees, an increase of {$12000.00} since the XX/XX/XXXX payoff quote and we dispute this amount as being owed on our account as we never agreed to this and it is not reasonable since no attorneys have tried to mediate the dispute we have with Nationstar during this period of XX/XX/XXXX to the present or from XX/XX/XXXX until now. We have money saved up to put towards the arrears or lender paid expenses as well in the amount of nearly {$30000.00}, but want a detailed accounting of the XX/XX/XXXX MORTGAGE PAYOFF STATEMENT as to why and how the following are listed and an itemized detailed accounting of each along with detailed description of each : Interest calculated from XX/XX/XXXX to XX/XX/XXXX of {$100000.00} since this is an adjustable rate mortgage, Late fees of {$470.00}, Lender paid expenses at {$15000.00}, Escrow Advances : {$53000.00} Legal Fees : $ XXXX County Recording Fees : {$50.00} Please verify in writing that the investor of the loan will allow a modification under specific rules and limitations, and what these rules and limitations are specifically. We were told by your representative that since we are so far behind and the floor interest rate is 4.00 % then the investor can not create a payment that is lower than the fully amortized option ARM payment from XX/XX/XXXX and we would like to know exactly what the requirements are for achieving a loan modification under the investors rules. We want verification that the floor rate of a loan modification is 4.000 %. If this is the case, and it is in fact verified that our Amortization Duration is 214 months, then the following proposal makes sense : Fully Amortized Pre Modification P & I : {$3000.00} ( please validate if this is correct or {$3000.00} is correct ) Post Modification Unpaid Principal Balance : {$660000.00} ( this amount is in dispute per reasoning and requests above but used for this proposal ) Value used in modification review : {$830000.00} ( Still need copy of this valuation since no appraisal was conducted ) Amortization Duration : 214 months ( this is in dispute since we dont have the payment history or the Note ) Post Modification Interest Rate : 4.000 % ( we are ok with this interest rate ) Post Modification P & I : {$4300.00}. We can afford this payment. However, if we contribute {$25000.00} towards reducing our principal balance from our savings and all of the {$180000.00} from the mortgage payoff statement is deferred as a balloon payment to the last payment of the loan in month 214, and then we have : A new Post Modification Unpaid Principal Balance of : An interest bearing principal balance of {$450000.00} and deferred {$180000.00} and a new Post Modification P & I of {$2900.00} which is lower than the {$3000.00} you stated in the XX/XX/XXXX letter and closer to the {$2900.00} that was from the Streamline modification offered XX/XX/XXXX but not mailed out from Nationstar until XX/XX/XXXX and not received by us until approximately XX/XX/XXXX. Please remove the sale date of XX/XX/XXXX and provide us with a detailed accounting of the above and take our proposal to the correct investor for our loan or make offer it to us yourself or something similar based on the remarkable circumstances surrounding this loan. Sincerely, F.M. cc : Consumer Financial Protection Bureau, XXXX, XXXX. Attached : XX/XX/XXXX monthly statement showing {$2500.00} is the amount due for regular monthly fully amortized payments ; the Trial Period Plan date XX/XX/XXXX that shows the payments that were offered were {$2900.00} ; Mortgage Payoff Statement from XX/XX/XXXX Mortgage Payoff Statement from XXXX XXXX Mortgage Monthly Statement from XX/XX/XXXX XX/XX/XXXX letter from Nationstars XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Nationstar has consistently made errors in calculating my Gross Income. That is especially true for Social Security Income in all 6 of my applications for a modification. The last application for a HAMP 2 loan on XX/XX/XXXX shows that Nationstar 's computation resulted in $ XXXX/mo. less Gross Income needed for a HAMP 2 approval. and resulted in a HAMP 1 approval at a monthly payment of $ XXXX/PITI mo. instead of close to $ XXXX/mo.PI. They also had a value assigned to the property of {$140000.00}, as opposed to the XX/XX/XXXX certified appraisal of {$120000.00} or the last value of {$120000.00} assigned by Nationstar on XX/XX/XXXX. This was corrected on a review of the application on XX/XX/XXXX to reflect a change in forbearance form XXXX to {$51000.00} because of the 115 % rule. However, the monthly payment remained the same for 271 months as opposed to the use of 480 months, and the Social Security calculation was not corrected to result in an approval for the HAMP 2 modification.
Company Response:
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2017-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was approved by this company for a HAMP & mortgage assumption. I am XXXX years of age. This is what happened. I was faithfully making my payments on time and suddenly, my monthly payments started coming back to me. I was sent a letter and was told that my modification agreement was not properly notarized. I set out to get the proper notarization completed with the assistance of my housing counselor. All while this was going on, the continued to send back a total of three monthly payments, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX and I did not send XX/XX/XXXX because I knew it would be sent back. All while this had happened I was going through health issues, I have XXXX XXXX XXXX XXXX XXXX and at the time I was XXXX XXXX XXXX. I am back on me fee but with the assistance of a XXXX. I went through mediation, and to make a long story short, the mediation was entered into a final which means, the lender took away my modification agreement and mortgage assumption. They said they wanted a lump sum payment, I had a certain amount to send them but I did not have the reinstatement amount they said I owed. I just want to say I feel this was not all of my fault because, when they said the medication agreement was wrong, they started sending back my payments and if only they had just kept the payments and placed them in reserve until I was able to get the correction done on my agreement. All would be fine and I would not be in this situation. I am XXXX years old, I have no where else to go, I have no family, I do n't have anything but my home. I am holding {$4000.00}. My counselor assisted me for a long time in finally getting the assumption approved and the loan modified and just when I thought I am going to be ok, this happened. This lender will tell you they made attempts to notify me and that may had been what happened but I was not in good health and still trying to regain my strenghth, I was in the hospital almost a month, it was a horrible time. All of the money they sent back they wanted back in a lump sum. And now my home is up for foreclosure, judgement has been entered and I do not know what else to do. I am scared.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: My payment is due on the XXXX. With a grace period till XXXX. I made my payment on the XXXX but was still contacted by an automated system. I requested this stop. The response basically indicated they would not. ReplyPrintDeleteClose Subject : Re : Make A Payment [ # XXXX ] From : XXXX Received : Mon XX/XX/XXXX2017 XXXX Thank you for contacting Nationstar Mortgage. Our records indicate that your last payment was received onXX/XX/XXXX 2017, in the amount of {$910.00}, out of which {$790.00}, applied towards payment and {$120.00}, applied towards principal. Your next payment is due on XX/XX/XXXX2017, in the amount of {$790.00}. The call you received was related to your monthly payment. Although your loan has a grace period that allows you 15 days after the due date before a late charge is assessed, your payment is due on the XXXX of each month. If the payment is not made on the due date, Nationstar Mortgage may contact you. This is because, as your mortgage loan servicer, we need to stay in contact with you and ensure your awareness of the help that may be available to you if you are having difficulty making your payments. To avoid these calls and ensure your payment is made on time, you may set up automatic payments. AutoPay allows you to have your payment automatically debited on the same date each month from the checking, savings, or money market account of your choice. AutoPay ensures you make your payment on time every month, plus its free and easy to enroll. Simply sign in at www.MyNationstar.com, and from the Loan Overview page select Setup Autopay to enroll. Should you have any additional questions regarding your account or to view details about your loan summary and recent account activity, visit us online at www.MyNationstar.com. You will have immediate access to : Frequently asked questions A full payment history Escrow information Automatic payment enrollment Mortgage Loan, Escrow Account Disclosure, and Tax and Interest Statements As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly by clicking on the mail icon in the top left of your Nationstar Mortgage online account or you can call our Customer Service Department at XXXX. Sincerely, Research and Response Department Nationstar Mortgage LLC Messages received or sent through the website do not constitute Qualified Written Requests ( QWR ) ( a term which includes Notices of Error and Requests for Information ) and our response should not be construed as waiving any QWR requirements, as pursuant to 12 C.F.R 1024.35 ( c ) & 1024.36 ( b ), a designated address for the receipt of such notices or inquiries. To submit a QWR, please send to our designated address : Customer Relations Department, XXXX XXXX XXXX, XXXX TX XXXX. Confidential : The material in this e-mail may contain confidential information and is transmitted only for the use of the intended recipient. Any review, re-transmission, conversion to hard copy, copying, reproduction, circulation, publication, dissemination or other use of, or taking of any action or omission to take action, in reliance upon this information by persons other than the intended recipient is prohibited. If you have received this message in error, please notify the sender and delete the material from any computer, disk drive, diskette, or other storage device or media. Nationstar is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. -- Original Message -- From : XXXX Date : XX/XX/XXXX2017 XXXX XXXX To : XXXX Subject : Make A Payment I was called at work on XX/XX/XXXX by and automated system saying I needed to contact someone about by account within 24 hours. My payment was due on XX/XX/XXXX and no late payment is charged until XX/XX/XXXX. Do n't you think that is too soon to be contacting a customer? I did n't ask to be part of NationStar. My debt was purchased. It feels pretty bad to be contacted at work by an automated bill collector. I pay each month before the dead line. If I do n't, then contact me ; otherwise please stop contacting me.
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. I have my home property at XXXX XXXX XXXX, XXXX, GA, XXXX. 2. Since XX/XX/XXXX Nationstar Mortgage is handling the service of collecting mortgage. 3. My LTV on the loan is 71.7 % as of today. 4. Nationstar Mortgage should have removed the PMI under Automatic Termination by Mortgage Company as per HPA Act of 1998. 5. Nationstar Mortgage did not remove the PMI of {$77.00} cents when the loan LTV reached under 78 % automatically. 6. Each time, one person talks and does not understand this. 7. I wrote 3 letters to the President and he does not care to remove it, busy becoming XXXX XXXX. All the documents are with them and with me too. On XX/XX/XXXX, I reached under 78 %. The original Disclosure statement on PMI states the Automatic Termination of PMI under 78 % is XX/XX/XXXX. Nationstar Mortgage is not replying to the 3 letters I sent to its President, CEO, Chairman. They have to refund the excess amount of XXXX collected from me from the date I reached under 78 % that is XX/XX/XXXX. In the case XXXX Vs XXXX XXXX XXXX XXXX, the U.S. District Judge XXXX XXXX , a Pennsylvania federal judge has clearly given a Judgement that even a loan is modified, the original contract, the original PMI Disclosure Statement is part and parcel of the original contract and another Disclosure Statement based on the modified loan can not be given. Nationstar Mortgage was referred the above Judgement, still they are not refunding the excess collected from the date the LTV reached under 78 %. My loan account number with them is XXXX. Thanks XXXX XXXX XXXX XXXX. XXXX XXXX. XXXX XXXX GA XXXX.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During XX/XX/XXXX, Nationstar Mortgage advised me to let my mortgage payments fall behind 4 months so that they could help me with a modification. The home was purchased in XX/XX/XXXX and our mortgage was transferred 2 times before Nationstar became the company that serviced our mortgage. In XX/XX/XXXX, my husband was unable to work any longer due to a XXXX XXXX. We were forced to use Nationstar for a modification loan to keep our home. At that time we were advised to not make payments so that we would qualify for a modification. We chose to file bankruptcy chapter XXXX in XX/XX/XXXX but did not include our home. Nationstar would let our paperwork " expire '' and then tell us they were foreclosing and then we would submit mod paperwork again and the cycle continued for 2 years. We now have an outrageous house payment and they inflated our payoff saying that they had to add back the past due balance and to get our payment lower we had to go for 40 years. We have had nothing but trouble with this company and they make it almost impossible to refinance or sell without losing money. They take advantage of people especially if they are in a tough financial situation. Nationstar is a predatory loan company. We are now upside down in our loan and probably will never have any equity in it. Stay far, far away from Nationstar Mortgage. If that is your only option to purchase a home, then wait until you find another lender. They will ruin your credit and any chances to ever buy another home.
Company Response:
State: VA
Zip: 245XX
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A