Date Received: 2017-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had my mortgage for approximately 13 years, and had never made a late payment. I have always had my mortgage on an auto-draft, where the mortgage servicer would automatically withdraw the appropriate funds when a payment was due. I never made a late payment, and as a matter of fact, had near perfect credit with a middle FICO score of XXXX. That is until Nationstar mortgage screwed up my payment and ruined my credit.
On XX/XX/XXXX I decided to change bank accounts from which my payment would be drawn. According to the Nationstar website, the auto-payment was successfully set up for withdrawal from the new account. In addition, I received a confirmation email from Nationstar stating that the auto payment was set up successfully. Nationstar gave me every indication that my long standing account was set up properly, and that auto payments would be made on time. Unfortunately, they did not give me the correct information. Over the next four months, I never received any letters from Nationstar indicating a payment was late, or was in arrears. However, I did receive approximately 20 letters from Nationstar solicitating me to refinance my loan. I was later told by four different representatives of Nationstar that if my loan was late, I should have received calls from their payment department. I never received any late letters, nor did I receive any calls. On XX/XX/XXXX I called Nationstar to inquire about refinancing to a 15 yr fixed. I spoke to XXXX, and was absolutely shocked to learn that my loan showed two late payments. XXXX stated that the XX/XX/XXXX payment was never recorded, but that XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX were made automatically and on time. My account had accrued late charges, and mortgage lates had been reported to the credit bureaus. XXXX said told me that it was Nationstar 's fault, that he would reverse the charges and request his supervisors retract the late payment reports from the credit bureaus. XXXX said I needed to make two payments online to bring my account current, and that it needed to be done before a refi could take place. I asked XXXX if autopay was set up, and he confirmed that it was, hence the auto-pay payments made XX/XX/XXXX through XX/XX/XXXX. I immediately made the payments on-line. This call was recorded by Nationstar. I also spoke with a Nationstar rep regarding the refinance. He offered a rate of 3.5 % plus approx {$2000.00} in rate discount fees for a HARP loan, with the only documentation required was one month 's bank statements, and the declaration page of my homeowner 's insurance. No other documents would be required. On XX/XX/XXXX I spoke with XXXX XXXX, VP Nationstar Consumer Affairs, who confirmed that I should have received letters and calls. He believed that that the mix up in the system was due to changing the ACH auto payment accounts. He told me he would forward the information to a supervisor. Neither XXXX or a supervisor followed up with me. I have this call recorded. On XX/XX/XXXX I spoke with a competing mortgage broker to compare rates. They offered 3.25 % and a {$750.00} ysp rate credit. They contacted me the next day to inform me that they could not offer me that rate, as Nationstar had reported two recent mortgage lates. Apparently, XXXX 's supervisor had not reversed the reporting. On XX/XX/XXXX I again called Nationstar, and spoke with supervisor XXXX XXXX. XXXX was thorough, and researched the issue. He confirmed that even though the system confirmed that my autopay was successfully set up in XX/XX/XXXX, it never charged my account for a XX/XX/XXXX payment ( even though it confirmed a successful setup ). He also told me that the system had cancelled my autopay on XX/XX/XXXX, and per the system this was per a customer request from XX/XX/XXXX ( six months later? ). I never requested that my autopay be cancelled, yet again, Nationstar charged me another late fee. Nationstar 's system cancelled the autopay, I did not. XXXX also told me that it appeared XXXX had attempted to make a credit to my account back in XX/XX/XXXX, but he could not find that it was made. XXXX also said that XXXX did not follow protocol to reverse the mortgage lates. XXXX said that notices of late payments were sent to my inbox that I could have accessed had I logged into my on-line account, which I did once in seven years. He also told me that their records indicate that I requested zero communication from them during my talk with XXXX. This is not true, I requested all advertising stop, not any notices regarding my account. I have a recording of this call. To the best of my knowledge, I am current on my mortgage and have reinstated autopay. However, Nationstar, by the fault of their system has caused me harm. I have made every good faith effort to pay them on time, yet they have charged me late fees and have reported me as late to the credit reporting companies. Their reporting me late has prohibited me from refinancing my home, a home that I had never made a late payment on before dealing with Nationstar. I request the following actions from Nationstar : 1. Reverse all late fees charged to me account. 2. Reverse all reports to the credit bureaus that any late payments were made. 3. Refinance my loan on a 15yr fixed at 3.25 %, r ate and term, with a ysp credit of {$750.00}, on a HARP loan. These are the terms that I could have received if Nationstar had not been in error. Again, I had perfect credit up until this issue. I never in my life had a late mortgage payment. I made every good faith effort to pay Nationstar on time, and in full for every payment. They failed to notify me that there was any issue per their own procedures.Company Response:
State: CO
Zip: 80112
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan servicing company forcing me to pay my property tax to them, while there is no documents exist with my signature that I am obligated to pay my taxes to the lender. I am paying my mortgage on time and paying my property tax on time through them when it is due, not on a monthly bases. They applying my mortgage payment towards escrow account, and then threaten me that I am in default.
Company Response:
State: CA
Zip: 91040
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Okay, so I am getting XXXX tired of dealing with this. I filed a complaint XXXX after NUMEROUS attempts to get it resolved directly with the mortgage company. After having the complaint forwarded to them from you, they finally figured out they were wrong the entire time. They admitted as much in the complaint and agreed to start reporting this m onth ( XXXX 2017 ). Here is the problem, you guys just closed the complaint without asking me if it was resolved, which its not. Here 's why- I should several years of on time payments reported with this account which would significantly improve my credit score by increasing the average length of credit accounts, and % of on time payments. So the issue is still not resolved, and i 'm trying to figure out why nobody consulted me before closing it.
Company Response:
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We applied for modification with our mortgage servicer Nationstar on XXXX XXXX , 2017 and it took them several months to ultimately deny our request. During all that time and numerous contacts ( close to 75 phone conversations and at least 20 written communications ) they never mentioned one single time that being late on our mortgage payments WILL 100 % negatively impact our ability to refinance if our modification is denied. They did n't say that there are guidelines which all the banks have to follow. I believe that our mortgage company intentionally chose not to share that information with us in order to get us exactly where they wanted us : - Now we can not qualify for refinancing with ANYONE until we bring our account current and are stuck with the 8.5 % interest for minimum of 12 months with Nationstar. We could have borrowed the money to make payments on time during the process and would have been able now to refinance without a problem with the kind of equity we have. Instead, we 'll have to pay an extra $ 12,000+ in interest until we can even apply for refinancing. I hope somebody who 's reading this will see through an unethical practice of this financial institution and penalize them heavily for hiding the facts in such a sleazy way!!!
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A QWR and NOE was faxed over XXXX XXXX XXXX and the lender has not responded. The sale is active while in review for a response to legal challenges. A loan modification packet will be submitted for review.
Company Response:
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a new home and as an XXXX XXXX XXXX XXXX XXXX XXXX XXXX I obtained a mortgage through XXXX. Up until XX/XX/XXXX my mortgage was serviced by XXXX XXXX XXXX XXXX but on XX/XX/XXXX XXXX changed over my mortgage to Nationstar. I was not asked whether I wanted this change nor was I informed of it. However, I had received a letter on XX/XX/XXXX from XXXX stating that Nationstar would be acting as XXXX agent on XX/XX/XXXX and that they would often use the name XXXX or XXXX XXXX XXXX XXXX while acting on behalf of XXXX. XXXX created an FAQ page specifically for this transfer of servicing to Nationstar : XXXX XXXX XXXX XXXXXXXX ( last visited XX/XX/XXXX ). One of the FAQs on this page is Will I be charged any additional fees with the transfer of servicing to Nationstar? The answer to that FAQ is : No. You will not be charged any additional fees because of the transfer of servicing to Nationstar. It was after the switch to Nationstar that I begin to have problems. I went to Nationstars website and made a payment using my old XXXX checking account into my escrow. I had never heard of nor did I authorize the use of non-party XXXX to make a payment on my mortgage. Also, I never signed any documents authorizing or providing my expressed or implied consent to charge my account {$19.00} every month. Yet, on XX/XX/XXXX I was charged the first unauthorized {$19.00}. The XX/XX/XXXX charge stated XXXX XXXX XXXX. This charge was authorized by Nationstar. The details of the Transaction Details dated XX/XX/XXXX showed that it was authorized and/or processed by someone named XXXX XXXX and was an ACH withdrawal. On XX/XX/XXXX, I searched online for XXXX XXXX and found his bio for Nationstar at XXXX XXXX XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX all three websites indicated that XXXX XXXX is a XXXX XXXX XXXX with Nationstar Mortgage XXXX XXXX. On XX/XX/XXXX I contested the XXXX charge during a three-way call with XXXX and/or Nationstar. XXXX and/or Nationstar gave me a Permanent Credit. During the three-way call, I asked the representative of XXXX and/or Nationstar about XXXX XXXX and was told that they didnt know who he was or if he even worked for XXXX and/or Nationstar. The next day I contacted XXXX and/or Nationstar again and during the three-way call I disputed the XXXX charge and was given a Permanent Credit by XXXX and/or Nationstar. On XX/XX/XXXX I was again charged {$19.00}, which was credited to XXXX and XXXX XXXX, this lead to my being charged an additional {$25.00} overdraft fee. I contested this charge also and on XX/XX/XXXX XXXX and/or Nationstar issued me a Permanent Credit refunding me both the unauthorized {$19.00} and the {$25.00} overdraft fee. Then on XX/XX/XXXX I received another unauthorized {$19.00} charge credited to XXXX and XXXX XXXX. Again, I disputed this unauthorized charge and asked XXXX to block all future charges made by XXXX. On XX/XX/XXXX, XXXX issued me a full credit, but on XX/XX/XXXX I was again charged {$19.00} by XXXX and XXXX XXXX. I again dispute the charges. On XX/XX/XXXX XXXX issued me a Provisional Credit and asked that I sign and return a prewritten form affidavit to dispute the charges. The prewritten form provided only five options to choose from on why I believed the charges were unauthorized none of which fit my situation. I could not in good conscience sign or return the affidavit. XX/XX/XXXX I received my XXXX unauthorized {$19.00} charge from XXXX and XXXX XXXX. I had contacted XXXX several times about the status of the account but was unable to get through to anyone and never received a response from XXXX at that time. It is my belief that I am not the only person being subjected to these repeated unauthorized charges. Since the first monthly charge hit, I removed all money from my old checking account and opened a new checking account. XXXX and/or Nationstar refused to permit me to close my old account. I believe that XXXX and/or Nationstar can continue to charge me {$19.00} monthly. Due to this situation, XXXX and/or Nationstar will only allow me to make minimum payments on my mortgage using my new checking account. This restriction stops me from paying off my mortgage early and/or faster because I can not pay into my escrow account. This situation with XXXX and Nationstar is stressful. I am fearful that I will not be able to pay my mortgage without incurring additional monthly fees that will greatly increase my mortgage. I am emotionally distressed, angry, nervous and freaking out.
Company Response: Company disputes the facts presented in the complaint
State: MO
Zip: 64138
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX XXXX XXXX XXXX XXXX to even begin on this complaint. This complaint is like many that we have filed against Nationstar over the past XXXX XXXX, filled with servicing and auction fraud fraud that the XXXX either seems unwilling or unable to control in this company. A purchase offer was received on this property in XXXX of XXXX XXXX As per Nationstars protocol, the property was run through its fake auction site. Nationstar had interior photos of the property but refused to show them on their wholly owned auction site XXXX. These photos would have illustrated the interior issues with the property and would have allowed for an informed bidding process by the general public ( which raises real ethical and legal concerns ). It should be no surprise that their auction winner cancelled their purchase after viewing the inside of the property and Nationstar refused to counter the original buyer ( a buyer who had seen the inside of the property prior to making their offer ). As usual, it was made very clear to us that Nationstar was more concerned about earning a 5 % buyers premium on the auction transaction than actually mitigating loss for their investor. After their first buyer ( through their fake auction ) cancelled we asked two questions -- - would you counter the original buyer they answered no and second, would you like pictures of the property to add for the follow on auction -- - once again, they refused to inform the public of known material issues with the property prior to the auction. It should shock no one that there was not a bidder the second time around. Its sad, but they couldnt even get the property address correct on the online bidding platform. Their only remark was to cancel the short sale still refusing to counter the original buyer as they knew that they could now not receive the 5 % buyers premium.
I realize that some XXXX XXXX from Nationstar will claim that none of what we are saying is true. But for the XXXX to honestly believe that the thousands of mortgage complaints that they have received from consumers about Nationstar are untrue is fantasy at best ( they are actually changing their name later this XXXX as their brand is so tarnished due to continued servicing and origination fraud in hopes of fooling the general public ).Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the life of our mortgage loan with NationStar Mortgage, they have went out of their way to misapply payments or apply them in such a way that they get the greater benefit. Most recently, I sent in XXXX for a principle payment and they put my money into " reserve funds '' instead of applying it. They sent a letter asking for an extra XXXX before they would take it out of this reserve. Yet I had sent in my regular payment with the exact and full amount days later - and they never fixed the earlier payment. Then I called them to fix it and they said they would need to have the " back office '' work on it and for me to call them back in 3 days - which is ridiculous to expect me to call back on their error that still has yet to be corrected! And I just recently sent in on XX/XX/XXXX another payment of XXXX which they proceeded to split up into a monthly payment and less principle - even though I had already paid the monthly payment days earlier. This is not the first time, and now I am sure I will have to struggle to get these corrections made while they benefit on the interest charges. I am seriously unhappy about their servicing practices. No wonder they want to change their name to " XXXX XXXX ''. I will be so glad to pay off my mortgage to not have to deal with their tricks.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2017-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-18
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: This law firm XXXX XXXX XXXX SB # XXXX XXXX XXXX XXXX XXXX XXXX XXXX , # XXXX XXXX XXXX , CA XXXX telephone XXXX They are working with a company XXXX XXXX XXXX to commit fraud on the XXXX FAMILY, this law firm and the above company is also working with a company named XXXX XXXX , and XXXX XXXX XXXX , whom XXXX had already wrote demand to validated the debt letters to, and letters disupting the debt. Even Though these letters were sent out the these entities XXXX XXXX XXXX , XXXX XXXX , and XXXX XXXX XXXX none every responded to XXXX which was their Article/Title 5 responsibility to do. Once the fraud was committed by XXXX XXXX , and XXXX XXXX XXXX , then XXXX XXXX XXXX was also sent the letters from XXXX and also did not respond. Currently, XXXX XXXX XXXX , is working with XXXX XXXX XXXX that is creating fake documents with XXXX XXXX XXXX to steal the XXXX home and property. XXXX sent out documents to rebut all presumptions of XXXX XXXX XXXX . XXXX were supposed to have a jury trial till a summary judgement for unlawful detainer was filed. Currently XXXX had a judgment not in their favor, even thought they showed a judge evidence that they have not debt to foreclose on. And own the Note and are in possession of the note that invalidates the deed of trust that they are trying to foreclose on. There are other evidence that show there is no debt like a report from the secretary of state on the UCC that shows there is no debt since XXXX and no current debt owed. I have filed over 15 reports about that same senario but different parties doing this to us over and over again. The Judge XXXX XXXX XXXX in this case was also trying to work for the Plaintiff and was rushing to judgment even though he did not look through the paperwork. Much of the paperwork prepared by XXXX XXXX XXXX was all manufactured fraudulent done by XXXX XXXX XXXX . XXXX found out that the judge also has a pension based in mortgage backed securities and also retired back in XXXX . He has been out of active practice of law for 10 years, and XXXX asked him about certain cases he had no idea, not even knowledgable of IRC 860G and REMIC trusts so he was not qualified to judge this case. XXXX feel he acted prejudicail to XXXX XXXX XXXX , since he was helping them craft arguments against XXXX . Each argument XXXX objection handled and diffused. Explaining that there was no mortgage to foreclose on, and that the Judgment listed in the count record was from court fees XXXX already paid through the court to the county comptroller. So there is no judgment or mortgage debt they could have purchased in a foreclosure auction. This is a new tactic since they did not respond to any of the other debt dispute letters/or demand for debt validation, any of the companies prepetrating this fraud were non-compliant to respond.
Company Response:
State: CA
Zip: 95391
Submitted Via: Web
Date Sent: 2017-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan company Nationstar says that they contacted me on XXXX XXXX ,2017 to discuss an issue related to my loan, but I did NOT speak with them and my wife did not either. I have been trying for months and months to get them to give us an answer and they continue to ignore our requests. They 're lying now and saying they spoke with me on XXXX XXXX 2017 and say that I told them we were not interested in doing the lit line adjustment. This is a lie!!! I do n't know who they talked to but if anybody they did NOT talk to me. I am worried they are talking to unauthorized people about my mortgage and account. The only person they should be talking to about this is our lawyer but they refuse to talk to him. They should not be talking about my loan with other people! And should not be lying and saying that I said things when I did not!
Company Response:
State: CA
Zip: 91356
Submitted Via: Web
Date Sent: 2017-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A