Date Received: 2017-08-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: TO : NATIONSTAR MORTGAGE ATTN : RESEARCH DEPARTMENT & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX REF : MORTGAGE ATTN : Research Department, I am XXXX son, XXXX, and I have full Power of Attorney on behalf of my mother and I am enclosing a copy of the POA for your records. She is currently living in her home at XXXX and is trying to refinance her mortgage in order to lower her monthly payment to a more reasonable payment. During the past four months my mother was hospitalized at XXXX XXXX Hospital for a total of one week, and then was in XXXX for another four week period to XXXX and XXXX XXXX XXXX XXXX. She has now been home for a couple of months and with the assistance of XXXX, has been managing very well. She wants to stay in her home as opposed to any other option such as assisted living. I have enclosed letters from XXXX XXXX and a copy of her Invoice from the hospital showing the dates of her stay. My sister also lives with my mother but is suffering from XXXX XXXX for just over 3 years. She is undergoing XXXX but these have a detrimental effect on her health and XXXX XXXX. During the time my mother was in medical care outside the home, my sister missed paying a single mortgage payment. My mother has never missed a mortgage payment for the past 13 years. Upon my mothers return to her home, the problem was immediately dealt with by contacting Nationstar and making arrangements for her to pay that missed payment with the next three additional payments to be included with her normal monthly amount which would then cover the missed payment. However, her credit report now shows a total of four ( 4 ) late payments which has completely affected her ability to refinance with all potential lenders, and beside is not accurate. Her credit score is was excellent ( XXXX ) other than this error in the late payments. My mother was not told anything about this one late payment turning into 4 late payments because she was told to divide up the one payment into three others with partials. She never would have elected to do that, and would have made a double payment if it meant avoiding an adverse credit report. SHE WAS NOT TOLD BY ANYONE AT NATIONSTAR THAT BY ENTERING A REPAYMENT PLAN WOULD DETRIMENTALLY AFFECT HER CREDIT RATING. SHE NEVER RECEIVED A LETTER, NOR ANYTHING IN WRITING TELLING HER ABOUT THE PLAN, AGREEING TO THE PLAN, NOR THAT IT WOULD AFFECT HER CREDIT RATING. I am asking Nationstar Mortgage to please correct her credit report for these reasons outlined above. To reiterate, she was not well and out of her home during this period and we have attached documentation to this effect. My sister was likewise not at all well during this same period and that resulted in a missed payment. Lastly, my mother had no idea that splitting the payment up would adversely affect her credit. She absolutely needs to refinance and save money on her monthly payments and this issue is the only thing standing in the way. She needs and wants to stay in her home. Please feel free to contact my mother or me anytime to discuss anything further. We look forward to your quickest reply to this matter. Sincerely, XXXX enclosures : Power of Attorney Letter from XXXX XXXX XXXX XXXX Hospital Invoice
Company Response:
State: CO
Zip: 80503
Submitted Via: Web
Date Sent: 2017-08-06
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: Since XXXX of 2016 Nationstar Mortgage has posted payments at their will with no particular pattern at times to the regular payment then at times to the principal. This type of posting gives the appearance that I am missing payments. Then they even charge late fees. This is a never ending dispute with hours on the phone with Nationstar saying they 've corrected the issues and made the appropriate adjustments to the Loan. They constantly harass me for missed payments which solely lies in their accounting and servicing of my loan.
Company Response:
State: OH
Zip: 44708
Submitted Via: Web
Date Sent: 2017-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Nationstar Mortgage and attorneys XXXX XXXX and XXXX XXXX XXXX of XXXX XXXX XXXX have improperly scheduled unsecured property for auction originally, XXXX XXXX , 2017, and now XXXX XXXX , 2017 without proper notice and without giving a payoff statement, invoice or bill for payment. In an earlier complaint regarding debt collection procedure violations, XXXX XXXX of XXXX XXXX XXXX for Nationstar Mortgage provided an affidavit of service by mail dated XXXX XXXX , 2017 of notice of sale scheduled XXXX XXXX , 2017. In the same letter XXXX XXXX maintains that the required 90 day notice under NY CLS UCC 9-611 was given. This is clearly untrue according to the documents XXXX XXXX has provided. Upon repeated requests for a payoff amount or statement, Nationstar and their attorneys XXXX XXXX XXXX , have reported to the credit bureaus false information due to the fact that they report the debt as in arrears, but refuse to provide verification or substantiation and have failed and refused to give me a payoff statement, amount, or an opportunity to payoff the debt.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I Applied fir loan modification on X/XX/17 first I was told I did not qualify for any programs because I have a up side down loan a rental property and a investor backed loan then a different person came on and told me they had a new program called flex modification I could use but I would have to be 60 days late to use it and they sent it to me by mail and on line on XXXX / XXXX / 17 I called with a question on the paper work and she told me my account did not qualify for any modification I could fill out paper work but it would not do any good I have XXXX XXXX and this news greatly affected my condition I thought there was hope after being turned down several times that I could get out of my XXXX XXXX questionable loan that was 10 year interest only until XXXX 2017 then it became a p & I loan that adjusts every 6 months and just went, up over 600 a month with payment and up keep I am paying out of pocket and as rates continue, to go up things will get worse I need the extra income to cover expenses mislead by by Nationstar
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: i am excemted on paying property taxes in my county. due to the terms of my mortgage my mortgage payments were going to jump from XXXX a month to over 3000.00 a month. i am on a fixed income. i can not afford that amount. i applied for a loan modification which was granted shortly after my application was submitted with all necessary documents such as verification of income proof of residency and verification/confirmation that i do not in fact pay for property taxes. my hoemowner insurance is XXXX a year which should come to be XXXX dlls a month. when given the terms of the modification i was given a breakdown of the payment which is as follows. trial modification amount of XXXX principal & interest of XXXX escrow ( taxes and insurance ) XXXX i should only be paying XXXX a month for my escrow. when i called the lender to discuss the matterthey resuse to correct the problem and adjust the escrow to what it should be. i sent them the documents confirming i do not pay for property taxes numerous times and they never seem to have the document in file. i need authority to help me have the lender re analize the documents and pressure them to adjust my mortgage payment. they are wanting and trying to steal from me. thank you
Company Response:
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like the CFPB to review my account for improper management of my payments. NationStar is presently holding Escrow Funds that it does not distribute to the County Tax Collector. I 'm referring to Property Taxes. I pay the property taxes separate from the Note, but yet they are holding over {$7400.00} of my money. The XX/XX/XXXX Statement of XX/XX/XXXX shows they paid a Disbursement in the amount of {$7400.00} dated XX/XX/XXXX. I have no received that money, nor has the County Tax Collector. I have proof the County Taxes have been paid XX/XX/XXXX. They also change the amount of payment due on their account webpage from what is printed on the statement, not to mention withhold funds from being applied to the account. Please take notice of XX/XX/XXXX NationStar Statement, how they withheld one payment, pay it one month late and change the amount due vs. Monthly Payment. Their receive dates which differ on some statements form my bank statement. Since payments are sent electronically, my bank confirms date of transfer. Also check the difference in Interest Payment due on the XX/XX/XXXX NationStar Statement, the amount is different that what they post on their webpage. How can they change the payment due If the interest has not reset? I want a full refund of my Escrow Funds as I have already verified with the the XXXX XXXX County Tax Collector that NationStar has not sent them payment.
Company Response:
State: CA
Zip: 91767
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have an HAMP loan wit XXXX XXXX XXXX which was sent to Nationstar Mortgage. The Hamp loan was for 2 %, 3 % and mature at 4 % in the fourth year. While completing the fourth year the Mortgage company said they are raising the mortgage interest from 4 % - 4.625 % and there are no end in sight. I applied re-modification and they said because I was on time in my payment and not in default they can not help me. I also include a divorce decree where the court request I remove my spouse name on the mortgage, they will not do it. I try to refinance with them and the said no because the property is still under water. I have no where else to go and need help. The new mortgage payment is more that 55 % of my net income and can not continue to afford it. I want to keep my home and now they hold me hostage because I have no where else to go. No mortgage refinancing company will touch me because the property is underwater. I want a permanent interest rate and not floating. Please help me. The following information is necessary Mortgage XXXX Nationstar Mortgage My name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account # XXXX
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Nationstar Mortgage is moving forward with a foreclosure sale on XXXX XXXX 's home despite the fact that her loss mitigation review remains pending. Dual tracking is a violation of Regulation X, 12 C.F.R. 1024.41 ( g ) so we did file a complaint with the CFPB the sale likely wont be stopped.
Company Response:
State: IL
Zip: 611XX
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my home in XX/XX/XXXX. At the time of closing my mortgage payment was {$4300.00}. Of that {$4300.00} the hazard insurance on the house was {$110.00} and the taxes on it was {$500.00}. The mortgage was pay on time starting XX/XX/XXXX till XX/XX/XXXX when the lender notified me that they did a escrow analysis and my mortgage was projected to be {$6100.00}. My mortgage payments were then adjusted to {$5400.00} for an extended period of time. I paid that amount until XX/XX/XXXX when I has personal issues. The mortgage was eventually modified after several tries and a lawsuit against the lender. Fast forward to today and I have had several structural issues with the house which made me revisit the documents related to the sale of my house. With regards to the lender I filed a complaint with CFPB regarding my loan and as a result they referenced the escrow analysis as if things were normal but then sent me an escrow payment ( which I had never received before for {$900.00} ). This piqued my curiosity so I visited the county treasurer to get the payment history on my taxes and what I found was disturbing to say the least. In XX/XX/XXXX the property taxes paid on my house by the lender {$220.00} which was very low for property taxes. Despite that payment the lender had {$3300.00} escrowed for taxes that it did not pay to the county. The following year with my payment being raised to {$5400.00}, the lender received {$18000.00} in money to be escrowed for taxes. That year along with the previously collected {$3300.00}, the lender was in possession of {$22000.00} in money escrowed for taxes. That year the lender paid {$8100.00} to the county treasurer leaving {$14000.00} in escrow. The following year with my mortgage being raised due to an " escrow analysis '' another {$9400.00} was collected towards escrow for taxes. For tax year XX/XX/XXXX the lender paid a tax bill of {$7900.00} leaving a escrow of {$1400.00}. Again, I reference the fact that up until the most recent escrow payment of {$900.00} I had never received an escrow payment before. The lender collected enough money in XX/XX/XXXX to settle any tax bills and an escrow analysis was over projected. The taxes collected from the original first payment letter would have had the taxes in XX/XX/XXXX short by {$160.00} a month and only {$150.00} in XX/XX/XXXX. Yet my mortgage was raised by {$1000.00} which more than covered the monthly projected shortage. I have enclosed copies of the tax bills with payments, the original first payment letter I received at closing, and a copy of the most recent escrow payment.
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2017-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-08-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My problems with my home began several years ago when my household income was reduced to just my salary. My Husband was diagnosed with XXXX and went on XXXX which caused me to fall behind several years ago. I was still gainfully employed and was awarded a modification in 2011 that helped me save my home then. I was grateful but my hardships persisted as my husbands health declined I found myself unemployed due to having to take so much time off of work. This unemployment persisted for the next several years, during this time I sought the help or KYHCA and loss mitigation from my new servicer Nationstar. I found another great job and my husband went into remission. This is also the time that his XXXX started to kick in so we were financially stable enough to now make a mortgage payment. This is when my problems started, I was now service released to Nationstar Mortgage and they just out right refused to work with me on retention options. I had no choice but to file a suit against them that eventually led to a settlement and the agreement that I would apply for another modification and if that was denied I would be able to short sale the property. I could not qualify for another modification because I previously had one-unfair decision but at this point I didnt have it in me to continue the fight.The current monthly payment was the lowest it could go was their reason for denial. With heavy hearts we made the decision to sell our home that now suffers from plenty of deferred maintenance. I accepted an offer that was sent to Nationstar to consider, as our mutual agreement was to allow me the opportunity to avoid foreclosure. This offer amount reflected the repairs needed for my home, but nationstar felt that it was insufficient. That buyer wanted to dispute the value but I advised my agent to just find another buyer that would pay more. We accepted a 2nd offer, I had no foreclosure sale notice filed and as soon as the offer was sent to Nationstar at the value they wanted from the last buyer, they out rightly refused to review the offer because I now had a scheduled sale date. It feels as though they set this sale date as a reason to cancel my file, out of spite-my new offer could of easily been reviewed and approved right away and much before the sale that was 29 days away. They already had the process started, had all their reports ready and in hand to make a decision from the first offer I submitted. Speaking with them is like asking to be mistreated-they are just un-kind and certainly not helpful with helping me avoid foreclosure or the fact that I am being railroaded. If I do not short sale I will have to wait at the very least 7 years before being able to possibly purchase again, it is a public record that will affect all of my future employment. Now I am just stuck and would like nothing more than to resolve this mortgage and not have a foreclosure on my record.
Company Response:
State: CA
Zip: 92337
Submitted Via: Web
Date Sent: 2017-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A