Date Received: 2017-07-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our client filed chapter 11 in XXXX and our plan was confirmed in XXXX paying the principal back at .00 % interest, no escrow, no insurance. When the loan was transferred to Nationstar, the cram-down had not been acknowledged by the previous lender which showed the client 's principal balance at a higher rate and an escrow account was in place. I have been trying for over 8 months to get Nationstar to acknowledge and provide us with the correct principal balance and it always comes back as a higher amount with an escrow account in place.
Company Response:
State: CA
Zip: 94558
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: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fax a complete modification packet to Nationstar on XX/XX/XXXX. I called Nationstar yesterday for an update to make sure the under writer was not requesting for any additional documents. However ; Agent XXXX told me that my packet was denied. I told him that can not be possible because my documents were just faxed XX/XX/XXXX. He said that my file was denied on XX/XX/XXXX I told him than my documents were not even review because it was to quick to have a decision. I explain to him my new source of income which is rental. My loan should be eligible for the Flex Modification since my investor XXXX XXXX participates. I need an explanation why my loan was not approve for the Flex Modification. based on the guidelines I should be provided an affordable payment. I honestly feel that Nationstar is just prolonging my case making me fall further behind. My intentions are to keep my home, I am an elderly man and is hard for me to move around. Please help me and provide me the assistance I am requesting. Thank you.
Company Response:
State: IL
Zip: 60641
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: Please note that this is not an exhaustive description of a matter concerning an unauthorized forced escrow by Nationstar Mortgage ( Nationstar ) for the sum of approximately {$6000.00} and the failure of Nationstar to respond to multiple repeated attempts ( including a signed letter and phone calls ) seeking information and resolution : On or approximately XXXX 2017, I reviewed my mortgage statement and discovered that Nationstar had set up an unauthorized escrow account for approximately {$6000.00}. On XXXX XXXX , 2017, I faxed Nationstar a signed letter that included my loan number, a description of the issue, i.e., that Nationstar had set up an escrow account ( that I had not requested or authorized ) to pay my property tax ( which I had already paid and there was no delinquency ), and proof that I had indeed paid my property tax ( including cancelled check and proof from the tax collector 's office showing payment ). I also asked that they immediately handle the situation and included my contact information ( phone and address ). Upon not receiving any response from Nationstar, I made further efforts to contact Nationstar in order to resolve the situation : On XXXX XXXX , 2017, I called Nationstar to explain the situation, and their representative said they would research the issue. On XXXX XXXX , 2017, I reached out to Nationstar and their representative said they would send me documentation within 24 hours regarding the basis of why they set up an escrow account ( they claimed my loan documents apparently authorized an escrow account, which is not correct ) and would send a copy of the delinquent tax bill that purportedly allowed them to force an escrow account ( and that I would hear within 3 days ). I told them I expected a prompt refund of {$6000.00} ( which I had paid to close out the escrow account ) and that they would find that they had incorrectly forced escrow. On XXXX XXXX , 2017, upon not hearing from Nationstar within the timeframe as described on XXXX XXXX 2, 2017, I reached out to Nationstar, again explaining the situation and asked them to resolve the situation as soon as possible, including that they reach out with an explanation and repayment promptly. I further said that their nonresponsiveness was not reasonable and I also expressed my concern that Nationstar forces escrow on others ( including those who may not be in a position to bear that financial burden or to reach out and make a complaint ). The Nationstar customer representative said they would provide follow-up to me within 3 days. On XXXX XXXX , 2017, again upon not hearing from Nationstar within the promised time as described on the XXXX XXXX , 2017 call, I reached out again to Nationstar. This time, the representative indicated that a repayment check would be disbursed and someone would reach out to me. On XXXX XXXX , 2017, I followed up again with Nationstar who acknowledged that they may have been at fault and had set up an unauthorized escrow account. On XXXX XXXX , 2017, I received a call from Nationstar that they were attempting to audit my account and resolve the situation. They said they planned to disburse a check and they would make an accommodation for what had been done. In sum, my concern is that this is not an isolated incident ; Nationstar does not have a process to ensure that similar incidents do not occur or has flawed processes that permit such incidents to occur ; and Nationstar does not appear to have processes or procedures to respond in a timely fashion to inquiries and complaints, or is deliberately forcing escrow accounts or delaying returns of monies.
Company Response:
State: CA
Zip: 94110
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: We have an impounded mortgage account so our mortgage holder collects both our property taxes and our homeowner 's insurance and pays these. Our insurance agent contacted us onXX/XX/XXXX. She was unable to collect payment of {$1700.00} for our home owners insurance from our new mortgage company, despite contacting the company 7 times since XX/XX/XXXX. I contacted the company, Nationstar Mortgage, on XX/XX/XXXX to explore this issue and request payment since payment was due on XX/XX/XXXX. I spoke with an agent in the XXXX. She explained this often happens with new accounts and she would correct this. I contacted the company the next day, when I did not receive a confirmation phone call or the tracking number I requested. I learned there was no documentation in my account regarding the previous days call. I was informed my insurance company was not in their system and that was why they could not send payment. I spoke with both an agent and a supervisor and was assured the situation would be resolved and a check would go out on XX/XX/XXXX or XX/XX/XXXX. I was also promised a conference call with myself and my insurance agent the following day,XX/XX/XXXX, which did not happen. AS of today, XX/XX/XXXX, payment has still not been sent, despite both my insurance agent and I contacting the company again on XX/XX/XXXX and XX/XX/XXXX. However, I was told the check had been written and it would be mailed today. I am in jeopardy of loosing my homeowners insurance and seem unable to resolve this situation so I need help.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am requesting Nationstar Mortgage LLC to provide copies of documentation of Power of Attorney for XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX as Trustee. I would like documentation showing they have legal rights to recieve any payments or make any service to this loan
Company Response:
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My father, XXXX XXXX , passed away XX/XX/XXXX ; at the time he had a mortgage with Nationstar Mortgage Company, Loan # XXXX in XXXX , Idaho. I contacted Nationstar on XX/XX/XXXX to let them know that he had died and that we were looking through documents, looking for a will, etc. On XX/XX/XXXX I contacted Nationstar again via phone to tell them that the estate was insolvent and that I was sending a letter of insolvency along with a copy of the death certificate. They refused to talk to me about the account specifically because I was not on the account, I said that was fine, I just needed an address to send the letter to. I mailed those documents out on XX/XX/XXXX with the statement : This is to notify you that the account holder, XXXX XXXX XXXX , is deceased. Enclosed is a copy of the certificate of death. It has been determined by a lawyer that the estate in insolvent as the deceaseds assets are insufficient to pay the estate debts, taxes, and administrative expenses ; no probate action will be contemplated. Please exercise your rights as you see fit, however I kindly request that you stop contacting the estate regarding this account as required by the Fair Debt Collection Practice Act. ( please see attached document ) I had been receiving my bills for my father 's mortgage at my personal home address since mid- XXXX and continued to receive them even after my request to stop. I sent another letter mid- XXXX reminding them that the estate was insolvent, that I had already sent documentation and to please stop harassing me with bills at my personal residence. They persisted and bills/statements/etc. come to my home address several times a month ... since XXXX I have been returning these items to sender marked, " Return to Sender, Recipient Deceased, Estate Insolvent '', and have done so for nearly a year. On XX/XX/XXXX at XXXX on a Sunday evening I personally was served papers that Nationstar is suing ME for my dad 's mortgage. There was no money in my father 's " estate '' to even pay for funeral services, so I had to pay those out of my own pocket, and now Nationstar is forcing me to pay for an attorney out of my own pocket for a debt that is not even mine. I have notified Nationstar of my father 's estate insolvency as a courtesy, and have repeatedly asked Nationstar to stop contacting me personally for debt collection on this account and they have persistently harassed my home address for 18 months. No where on my father 's mortgage is my name listed ( I was a minor at the time of the home 's purchase ) and now my name is listed in the state 's repository as a civil defendant. Nationstar would n't even talk to me on the phone because I was not on the account, but they 're certainly willing to bombard my mailbox with bills, and SUE me for the debt. I would say that Nationstar has used abusive, unfair, and deceptive practices to try to collect a debt that is not my obligation to pay.
Company Response:
State: ID
Zip: 83646
Submitted Via: Web
Date Sent: 2017-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Around XXXX / XX/XX/XXXX my mortgage was sold from XXXX XXXX XXXX . to Nationstar Mortgage. The terms were to remain exactly the same. The XX/XX/XXXX ARM has an interest rate change date of XX/XX/XXXX , resulting in a payment change for XX/XX/XXXX . My monthly statements from Nationstar puts the new interest rate on XX/XX/XXXX . I spoke with a customer service rep ( XXXX ) on XX/XX/XXXX , another rep named XXXX on XX/XX/XXXX and a customer service rep named XXXX on XX/XX/XXXX . These representatives acknowledged that I was correct, that my interest rate change date is XX/XX/XXXX and my monthly statements continue to indicate it will be XX/XX/XXXX . I keep receiving refinance solicitations from Nationstar multiple times per week. I have no interest in doing any such thing with this company.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a XXXX XXXX for the buyer in a short sale transaction. This matter closed in XXXX , 2016 and the mortgage which was the subject of the short sale has not been discharged of record. I am unable to issue the title policy to the new owner, our insured, until this mortgage is discharged. I have attached the short sale approval letter along with proof that the wire was received to pay the loan in full as outlined in the short sale terms. Several attempts have been made to contact NationStar Mortgage, with no satisfaction. The subject mortgage is recorded in the Office of the Clerk of XXXX County New Jersey in Mortgage Book XXXX to XXXX and XXXX XXXX
Company Response:
State: NJ
Zip: 07860
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received an agreement for a principal reduction provided our payments were made on time. We have complied with the agreement and now they refuse to apply the principal reduction. I contacted the loan servicer ( Nationstar Mortgage ) and now they say the principal reduction was denied despite my agreement to the contrary. Nationstar Mortgage Acct. XXXX Balance : XXXX Interest:2 % ( unitl 2020 )
Company Response:
State: CA
Zip: 91354
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-07-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Lack of timely response to mortgage fees/late fees, refusal to respond In XXXX , I lost my job and was unable to make my mortgage payment for several months. During this time, I applied for a loan modification to assist with my situation, but was denied. Even though my condominium never went into foreclosure, I am being charged fees as if it did. Within 6 months of losing my job, I secured another job and fully repaid any unpaid mortgage, while applying for a 2nd loan modification, which was subsequently also denied. I currently have a charge on my loan for legal fees and property inspections totaling {$960.00}. In XX/XX/XXXX , I wrote to them and asked that since I restored my account, have been a long standing loyal customer, and have never been delinquent again, that you extend good faith consideration in waiving the legal fees attached to my account. In XX/XX/XXXX I received a letter with a very generic response stating that the lender paid expense was valid, and would not be waived. In response I sent a detailed letter to them in XX/XX/XXXX asked for further reconsideration. On XX/XX/XXXX , I received a letter acknowledging your receipt of my XX/XX/XXXX letter, stating I would receive a response in 30 days. Since I did not receive any response, I sent an email follow-up on XX/XX/XXXX , and heard nothing further. On XX/XX/XXXX , since I had still had not received a response to my XX/XX/XXXX letter, and it was well over 30 days, I called their customer service to follow-up. I spent over an hour on the phone with your representative, trying to figure out the status of my request and was told 1 ) that my account contact had been deactivated, so no one could send me anything in writing. And that I was sent a response to my letter via email in XXXX . In checking later, I did receive a secured email, which I could not access. In my call, I explained to the rep, that I have never told you not to contact me. I merely stated that all contact should be from a live person to my phone number, and that no text messages or recorded automatic messages should be left on my phone as it belongs to my employer. All correspondence needs to be sent via air mail to my home address. She could not tell me why there was a no contact note on my account, and she assured that she removed this order, and requested a thorough response to be sent to me in regards to my letter of XX/XX/XXXX . On XX/XX/XXXX , still having received no response from Nationstar, I contacted your customer service again. This time I spoke with XXXX , and expressed my frustration with the process and not receiving the appropriate service or response. She advised that she would only be able to let the appropriate department know that I was re-requesting a response, but could not tell me when I might get one. On XX/XX/XXXX , I received a letter from Nationstar advising we respect your request that we stop corresponding with you, but we have important news to share. The information went on to advise about your name change. WHAT IS GOING ON WITH YOUR COMPANY? WHAT IS THE PROBLEM? I have never told you to stop communicating with me, only asked that you communicate with me in a certain manner. PLEASE CORRECT THIS GRAVE MISTAKE IMMEDIATELY, AS IT IS CAUSING A MAJOR PROBLEM WITH THE CUSTOMER SERVICE FOR MY LOAN. IT IS NOW OVER A YEAR SINCE I SENT MY ORIGINAL GOOD FAITH REQUEST TO YOU FOR YOU TO WAIVE FEES ON THIS ACCOUNT, AND IT SEEMS YOU DO NOT HAVE THE ABILITY OR THE APPROPRIATE PROCESS TO RESPOND IN A TIMELY MANNER VIA AIR MAIL. IT IS INTERESTING TO ME THAT MULTIPLE REQUESTS FOR AN ANSWER HAVE BEEN IGNORED, YET YOU ARE ABLE TO SEND ME DOCUMENTATION WHEN YOU CHANGE YOUR NAME. ISNT THAT CONTACTING ME???? As well as this demand for you to fix this problem immediately, and provide a detailed, thorough response to my request immediately. I DO NOT WANT AN EMAIL RESPONSE TO THIS MATTER AND REQUEST A WRITTEN RESPONSE.
Company Response:
State: CA
Zip: 91355
Submitted Via: Web
Date Sent: 2017-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A