Date Received: 2017-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the third time I 've written to you about this problem with Nationstar. They continue to charge me for homeowner 's insurance and attach the charge to my mortgage, even though i do n't want that insurance policy and made sure it was cancelled by XXXX XXXX. when i write to them, they say they have to do further research and i never hear from them. they will not allow me to make payments for less than what their website shows, so i am falling behind because i will not pay what i should n't be charged for. loan # XXXX XXXX XXXX XXXX
Company Response:
State: WI
Zip: 54311
Submitted Via: Web
Date Sent: 2017-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I revoked the Power of Attorney from XXXX. that I gave to them and asked that the Power given to XXXX be coveyed back to XXXX XXXX. Also Nation or XXXX has not responded to the QWR or the proof of claim i sent to them. Prior to this, I 've tried to work with them on many occasion to work it out for an affordable modification no luck at all
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A request was sent to Nationstar XXXX 2015 for a partial release for my account ending in XXXX, which included a {$250.00} refundable partial release request fee. There was additional documents requested by Nationstar for me to submit which was not submitted in a timely fashion. However, at no point in time did Nationstar provide a denial letter for the partial release request nor did they send us the {$250.00} cashiers check submitted with the request.
Company Response:
State: NY
Zip: 138XX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX TO : THE CONSUMER FINANCIAL PROTECTION BUREAU What is the complaint about? Nationstar Mortgage Fraudulent Activities/Harassment What type of problem are you having? Fraud, Harassment What Company is involved? NATIONSTAR MORTGAGE Who are the people involved? I act on my mothers behalf and was granted power of attorney. My mom, who is XXXX, was diagnosed with XXXX. What Happened? On XX/XX/XXXX my mother received a letter from XXXX XXXX, Chapter XXXX Trustee informing her the Chapter XXXX Plan was in the closing process and from this date forward to make mortgage payments to Nationstar Mortgage, LLC in the amount of {$1100.00}. Nationstar was ccd and received a copy of the letter. Since XX/XX/XXXX to present, payments in the amount of {$1100.00} have been made to Nationstar. On XX/XX/XXXX, we received notice from our attorneys the Chapter XXXX plan was discharged. On XX/XX/XXXX, we received a letter from Nationstar stating the account is delinquent and listed the default date as XX/XX/XXXX. Nationstar alleges the account became delinquent prior to the XX/XX/XXXX, discharge date. They are making this claim even though on XX/XX/XXXX, they filed a Response to Notice of Final Cure Payment checking the box that they agree that Debtor has paid in full the amount required to cure the default on Creditors claim. I called Nationstar and they insisted the {$1100.00} payments were partial payments and the correct payment amount is {$1500.00}. I subsequently reviewed Nationstars online report which showed they were posting payments of {$1500.00} although the stated amount to be paid {$1100.00}. From XX/XX/XXXX to present, Nationstar has called on a daily basis numerous times throughout the day. These calls continue despite the fact Nationstar received notice we have legal representation. On XX/XX/XXXX, our attorney sent a letter to Nationstars attorney who filed the response to the final cure, and to date, Nationstar has not responded. On XX/XX/XXXX, our attorney filed a Motion to Deem the Mortgage Current and a hearing was set for XX/XX/XXXX. Nationstar did not attend the hearing or respond to the attorneys correspondence. The court wrote its tentative ruling on our motion to deem the account current. On XX/XX/XXXX, our attorney informed me the Court will send the final order to Nationstar. Despite the legal actions, and ruling in our favor, Nationstar continues to call and harass my mom and I daily. I have documentation to support our position, however I can not not share all of it as it is protected by the attorney-client privilege.
Company Response:
State: CA
Zip: 95843
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-21
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: Thank you for fielding my previous complaint against XXXX, XXXX XXXX XXXX and their attorneys, XXXX XXXX XXXX XXXX XXXX. The bank, in addition to the attached and incorporated response to your office, sent the change in address to XXXX XXXX XXXX address in New Jersey, and to the attention of the special unit, as addressed on the copy I have provided, also attached and incorporated as my proposed updated complaint. In the alternative, please consider this correspondence as a new complaint against the parties contained in the correspondence, additionally attached and incorporated. I had not heard from the bank or their attorneys after receiving their responses from your office. In XX/XX/XXXX, I received the attached and incorporated post card notice, under envelope return addressed at XXXX XXXX XXXX XXXX XXXX address. Then in XXXX I received the attached Validation Notice from XXXX XXXX XXXX Attorney XXXX XXXX, XXXX, on behalf of NATIONSTAR MORTGAGE and post marked XX/XX/XXXX. I responded to the letter by sending a written request for substantiation/qualified written request on XX/XX/XXXX. The Notice of Auction letter was sentXX/XX/XXXX and I responded with the Notice of Grievance and Error, all attached and incorporated by reference. It is my position that the documentation mentioned above is evidence of knowing and egregious violations of Federal and New York State Debt Collection Procedure, RESPA and TILA, and contains false and misleading statements, simulations of legal or judicial process and sanctionable ethical and professional misconduct. I hope that your office can assist or mediate in interrupting their wrongful actions.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am in the process of trying to complete a short sale. The bank is Nationstar Mortgage ( XXXX XXXX XXXX XXXX or XXXX ). I have called them repeatedly and they refuse to give me any information about this loan citing litigation that I know nothing about. They hang up on me each time I request information. They did ask me to call XXXX, XXXX XXXX XXXX ( XXXX XXXX XXXX ), who is representing them for some reason. I called them and they told me they are awaiting some documentation from Nationstar and could give me no further information. They referred me back to Nationstar. At this point I 'm extremely frustrated because I have a buyer for the house. I received a notification from XXXX et al that the foreclosure has been canceled yet Nationstar is not allowing me to move forward with the short sale and has not given me a reason for doing so. I am lost and do not know what to do at this point. They are stone walling me and causing me some duress. I speak to these people and there is a certain amount of glee in their voice. They have the nerve to tell me I 've forfeited my right to any information about this property. That 's unconscionable. They repeatedly have me send the same information over and over again stating that I am missing some document when i know i have sent it. See attached letter. What they are doing is just plain wrong.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We at XXXX XXXX are assisting XXXX and XXXX XXXX, in mortgage modification due to financial situation that occurred in their lives. XXXX had a very-well established international business in XXXX. Business was dealing with commodities in XXXX Region. They started their business inXX/XX/XXXX, and up until the drastic changes in the political and economical situation in XXXX in XXXX, gave a very good profit, and they were able to establish very comfortable and luxury living. They applied for Mortgage, were approved and bought a house at XXXX XXXX XXXX, XXXX XXXX PA XXXX. Then their mortgage was sold to Nationstar, loan # XXXX. In XX/XX/XXXX, when the XXXX Government was changed after the so-called Revolution of Dignity, the trades were rapidly diminishing, and they lost everything what they were able to establish. This hardship is permanent for them, because due to the political situation and their age and health issues ( XXXX and XXXX years old ), they will not be able to re-establish their business and their income. Loan modification will be of great help for them to survive. They want to continue to live in their house and make reasonable mortgage payments. They applied for loan modification several times. Every time the offer was more and more ridiculous : 1. XX/XX/XXXX - offer {$3200.00} ( Original Mortgage payment was {$3100.00}. ) 2. XX/XX/XXXX - offer {$2900.00} 3. XX/XX/XXXX - offer {$2900.00} 4.XX/XX/XXXX - offer {$2800.00} XXXX and XXXX XXXX rejected all offers, because all of them were not affordable, and they all sounded more like a joke, or sabotage of professional duties by Nationstar. Nationstar assigned loan specialist, XXXX XXXX XXXX, who never picked up the phone, return our numerous phone callsor respond to our numerous inquiry letters. Her team members know nothing about this file, and act absolutely unprofessional and rude with the recommendation to sell the house and move out ( recording dated XX/XX/XXXX our conversation with XXXX ). Nationstar has a slogan, which is announced every time when you call them or receive correspondence from them : " At Nationstar Mortgage, we 're committed to helping homeowners find solutions that could help them stay in their home and continue enjoying all the benefits of homeownership. Even in times of Difficulties. '' These are the times of difficulties for XXXX and XXXX XXXX, who suffered tremendous financial loss due to political and financial situation at the location of their business. Nationstar completely twists the real purpose of the loan modification, which is clearly stated in their slogan. Nationstar Mortgage modification team acts prove that Nationstar Mortgage has no desire to assist the homeowners to keep their houses in times of hardship. That completely contradicts the idea and purpose of mortgage modification and their own policy. If you have any questions, you can contact XXXX XXXX at XXXX, or XXXXXXXXXXXX
Company Response:
State: PA
Zip: 18966
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have applied repeatedly for a loan modification over the last two or three years. Until 1 1/2 years ago we had made our mortgage payments regularly, never had a late payment, and never missed a payment. We had an excellent credit score! I retired one year ago. We also were both terminated from jobs 3 1/2 years ago losing $ XXXXyr in income. Our income is now 1/2 of what it was previously. Nationstar Mortgage keeps offering us a modification which is MORE than the payment we were making when we had to stop payments. The " modified '' payment is 72 % of our income. They have made no reasonable effort to offer us a modification.
Company Response:
State: CA
Zip: 92373
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX/XX/XX/XXXX, I fell behind on my mortgage due to a financial hardship. I tried everything I could to remedy the issue and finally in XX/XX/XXXX I sought relief through the Keep Your Home California, Mortgage Reinstatement Assistance Program, ( KYHC, MRAP ). I was granted relief in XX/XX/XXXX. XX/XX/XXXX I resumed payments. My account at that time was current with no outstanding late fees, penalties, or other associated fees. Since that time, I have not had a single late or missed payment. I have my account set up to automatically debit from my account as I have a variable rate. Sometime in XX/XX/XXXX, I noted new fees on my account. When I called to address this, I was told it was from prior to the relief from MRAP. The summary guidelines of the program specifically outline that this is not allowed. I disputed the charges, provided the documentation which stated ; " CalHFA MAC will require that the servicer waive all accrued and unpaid charges and NSF fees for all payments funded with MRAP benefits. " ( Page 4, Item # 15 ) of the program summary. The fees were promptly removed as required. In XX/XX/XXXX, I requested a payoff quote with a date of XX/XX/XXXX payoff. At that time, I noted 31 days of interest being required to be paid, totaling {$1200.00} ( even though payoff would be at the first of the month. There was also another set of fees, totaling {$1500.00}, cited as ; " Lender paid expenses. '' I saw that this encompassed legal fees, property inspections and maintenance fees. I presumed this again was from prior to relief with MRAP, as I was in the pre-foreclosure process at that time. I requested statements from Nationstar from XX/XX/XXXX through XX/XX/XXXX ( what was not available on the website ) so that I could see when the fees were accessed. I also requested to dispute the lender paid expense fees again, citing the same requirements of the program. I received some of the statements requested but not all, so I could not go back to accurately review the account. I contacted KYHC MRAP to confirm my understanding of the agreement. They confirmed that Nationstar is required to waive those fees as a condition of receiving the federal money and participation in the program. They also directed me to the language which to provide the lender with, ( cited above ). I provided the documentation to the person reviewing the account, XXXX XXXX. Each conversation with him he stated that he would ask the questions I had, and get back to me. In each of the three to four conversations I have had, I had to start over with explaining my issues. I realize these things run together, but if he is so overworked that he can not recall from day to day, I do n't expect that I am really getting an accurate answer or for him to really have researched the issue at hand. In regards to the interest, I was told that was a " requirement of their investors and a bank policy. '' I am currently in the process of selling and buying another home. The title company at the time of close would have to pay that amount regardless and it would be refunded to me regardless. I find it completely unacceptable that they can do this. This requires me to finance and additional {$1200.00} into the amount of my new loan. Not to mention that the charged interest for 31 days. Doing the math, that is {$640.00}, NOT {$1200.00}. They could not provide an explanation for this. This loan was my naive mistake when I was younger. It was a case of predatory lending but I have done all I can to make the best of it. I feel like Nationstar sees the structure of my loan, and believes that I can still be easily taken advantage of so they are arbitrarily accessing " fees '' or charging " interest ''. Because of this, they are adding an additional {$2700.00} on my new loan. Not to mention they are trying to get money that it not rightfully owed to them if I understand this correctly. I understand that this amount is a drop in the bucket for the lender but to the average person it simply is not. I can not imagine how many others this has been done to without recognition or question. I have attempted to resolve this with Nationstar directly but they are stating the exact opposite of what they did in XX/XX/XXXX when the removed the other fees they placed on the account and I do not believe it to be correct. I would appreciate any follow up into this matter.
Company Response:
State: CA
Zip: 952XX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I write to ask the CFPB to sanction Nationstar Mortgage which holds the mortgage for a single family house at XXXX XXXX XXXX ; XXXX, GA XXXX. I also seek reimbursement for the cost of a survey and any code violations that I may be required to pay for not having the survey of the property that Nationstar said it had emailed to me. The account number with Nationstar is XXXX. ( NB : this account is for XXXX XXXX XXXX. One of your forced choice answers on this CFPB form distorts this information. ) Please also sanction Nationstar for unfair, deceptive and abusive practices. I was lied to and Nationstar disconnected me and refused to allow me to speak to a supervisor when I asked to a dozen or more times. A little while ago, I telephoned Nationstar Mortgage 3 different times. The first time, I was lied to. The second time, it hung up the phone. The third time, Nationstar put me on hold while it refused to allow me to speak to a supervisor. The first time I spoke to Nationstar, I was told by its representative that she would email me a copy of the property survey it had. However, she lied and did not send it. Instead she sent a copy of an old appraisal with no survey included or attached. The second time I called Nationstar, I asked to speak to a supervisor. The person I spoke to refused to transfer me to a supervisor and talked incessantly without transferring me. Eventually, the call was disconnected by Nationstar. The third time I called Nationstar, I again asked to speak to a supervisor. The representative refused to transfer me to a supervisor and also talked incessantly while refusing to transfer me to a supervisor. I hung up the phone since I called from work and it was clear that Nationstar would not allow me to speak to a supervisor. Among other things, to stall for time, Nationstar kept asking me to repeat why I wanted to speak to a supervisor. Although I answered this question in each of the 2 phone calls in which I asked for a supervisor, they then wanted to chat some more, asked more questions and generally dissembled and refused to transfer me to a supervisor. I need the survey to make timely repairs to the house. It is required to get a building permit. Please make Nationstar email me a copy of the survey as it originally said that it had. Please also sanction it for lying, wasting time, dissembling, causing unnecessary expenses, and not allowing me to speak to a supervisor when I asked repeatedly for one in two different telephone calls to it.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A