Date Received: 2017-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Nationstar recently from XXXX . Immediately Nationstar began mishandling my loan. I immediately asked for an amortization schedule on my loan so I can compare with previous ones from XXXX to validate that my loan transferred correctly and no further mishandling could occur. A supervisor at Nationstar then provided me with a falsified report. I then move up the ladder to the current supervisor who has promised me an amortization schedule for well over a month. My XXXX XXXX 17 payment is now due and will soon be late, yet I still do not have anything that can assure me that Nationstar has transferred my loan correctly. I have a significant amount of emails to support my position.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2017-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Nationstar has continually proffered incorrect and changing amounts as relates to interest due and interest rates and effective dates for interest rates associated with my former mortgage with SERVICER Nationstar. Even though I have requested that Nationstar address these issues, Nationstar has failed to adequately, reasonably and truthfully provide simplistic answers, in both written statements and mathematical statements. Nationstar has mistakenly or fraudulently sent billing statements to me showing totally incorrect interest amounts owed. These interest rate and interest amount errors have contributed to Nationstar providing me with an incorrect XXXX for the year of 2016, that Nationstar is unable to explain by the use of relevant mathematical equations.
Even though Nationstar was only the SERVICER for XXXX XXXX Trustee, Nationstar has refused to supply me with any written statement that Nationstar no longer has any financial interest in my former property, even though I have a XXXX $ $ mortgage balance with Nationstar. Nationstar has fraudulently refused to refund to me the {$1400.00} in my favor returned insurance premium refund, that Nationstar deposited to my XXXX $ $ balance escrow account with Nationstar and showed in their Nationstar report listing that the {$1400.00} was owed to me.Company Response:
State: SC
Zip: 29407
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I received a letter from XXXX Mortgage on XXXX XXXX , 2017 , stating that my mortgage loan was being transferred to NationStar Mortgage effective XXXX XXXX , 2017 . I then call ed NationStar to ask questions on how to set up an account to pay my mortgage to them. The woman that I spoke to gave me a new account number for my mortgage account ( XXXX ), I then proceeded to set up a payment account online.
On XXXX XXXX , 2017 , I received a letter from NationStar Mortgage, stating that I owed {$1400.00}, which was due XXXX XXXX , 2017 ; which was very upsetting to me. I then called NationStar immediately questioning this amount and asked them to explain to me where they was getting this figure. ( I have the 15 minute call documented on my phone ). I was told that the {$1400.00}, was for administrative fees ; I then asked her to explain and she could n't ; so I requested a copy of these fees to be sent to me ( that request was on XXXX XXXX , 2017 ) I HAVE NOT RECEIVED THEM UP TODAY!!! The lady then told me not to worry the administrative fees would be deducted from my mortgage payments until paid in full. I do not owe any administrative fees and I do n't know what they are or why I 'm being charged, I STILL HAVE N'T RECEIVED THE COPY OF THESE FEES THAT I REQUESTED ON XXXX XXXX .Company Response:
State: PA
Zip: 15206
Submitted Via: Web
Date Sent: 2017-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX / XXXX / 17 there was a balloon payment due on the mortgage. They never sent a statement telling what the balloon payment amount was. They refused the electronic payment from my bank on XXXX / XXXX / 2017 but kept sending m bills.They had XXXX dollars of my money as unapplied cash. I have called them multiple times and they keep saying they have made a mistake but they never fix anything, They finally told me to pay the difference from the statement balance minus the XXXX dollars in unapplied cash to payoff the loan. I sent a cashiers check for {$2300.00}. That completes the balance of {$5300.00}. When I checked my account on line they have posted that payment as unapplied cash. They are sending me letters about late charges and threats against my credit and property. No matter how many times I call nothing gets resolved. I do not know what else to do. I do not want them taking my home because of their errors. The company is NationStar Mortgage, XXXX XXXX XXXX , XXXX XXXX XXXX , CA, XXXX
Company Response:
State: OH
Zip: 456XX
Submitted Via: Web
Date Sent: 2017-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have tried with our best efforts to communicat e to Nation Star our current mortgage is to high ( 6.68 % ) in interest alone and this resulted in a higher payment. Nation Star has responded to this by explaining why its higher and that our income does not have any affect on the modification that was approved, however we rejected the modification and we are reques ting Nation Star consider a second offer of modification with new information submitted. We have consulted with two hou sing counselors ( XXXX and XXXX XXXX XXXX ) both stated we need to reject and resubmit the new information which included our obligation to pay past due s Home Owners Association dues which was not address when we were in bankruptcy. The BK XXXX has been completed and discharge. We are now obligated to pay {$4800.00} balance as well as replace an existing vehicle for my husband to continue to work his fu lltime job. Nations Star is now in the process of changing its name, we do not want to be stuck in a cycle and ignore while this company attempts to change its image.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2017-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The home is in foreclosure. The past 4 months Nationstar was made aware that the property was in the process of being purchased/ sold to a new party, which is why numerous reinstatements and pay offices were being order on a monthly basis. The file is now in escrow and ready to close. Nationstar was made aware that the file was in escrow and was sent over all pertinent documents pertaining to the transaction Nationstar will be paid the full amount owed via this transaction but they are REFUSING to let the transaction be completed. We are asking for the sale to be postponed so the loan can be funded and Nationstar can received their payoff in full. We are simply asking for an additional 2 weeks to 30 days at the most. There is no tangible reason why Nationstar should not postpone the sale date. At this point it is apparent Nationstar would rather foreclosure than assist in this process. The XXXX feel as if they are being discriminated against based on race, ethnicity, national origin. The events described above are just a sample of the practices that are taking place at Nationstar. Nationstar appears to be more interested in foreclosing on home and fire selling them at auction to make a profit. It appears that Nationstarss lack of participation to complete this transaction of Homeowners file indicates a preference to profit directly from their hardships.
Company Response:
State: CA
Zip: 92404
Submitted Via: Web
Date Sent: 2017-06-08
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: I applied to modify my loan on XXXX XXXX , 2017 . I submitt ed a full package of information including the Uniform Borrower As sistance Form and reasons for my need for modification including a severe medical hardship, to the bank. In a matter of a few days they claim to have fully reviewed my file and denied my application on XXXX XXXX , 2017 . They claimed they could not approve me for a modification due the fact they could not lower my payment sufficiently. The bank proposed a higher interest rate at 4 % compared to the 3.5 % interest rate I am paying now and said they could n't lower my interest payment. Additionally rather than extending the time within I could pay off my mortgage, they shortened the total number of mon ths from what the amortization date is. Based on this criteria of a higher mortgage interest rate and shorter time for full payoff of course my monthly payments would increase and this is contradicting to what Nationstar is advertising on their website under help for homeowners. The following was copy and pasted directly from their website " LOAN MODIFICATION If you 're facing long-term hardship, we can see about modifying your loan so it has more manageable terms.
While refinancing means replacing your existing loan with a new one, loan modification keeps your existing loan and changes its terms. If you qualify for loan modification, we 'll look for a way to reduce your monthly payment. Maybe we 'll be able to lower your interest rate. Or maybe we can extend the loan 's timeframe so we can lower each month 's payment ''Company Response:
State: CA
Zip: 91361
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX my ex-husband and I purchased a town-home, in XXXX we divorced and I was awarded the home in our divorce settlement. The original loan processor was Aurora which was bought out by Nationstar in XXXX. I acquired a loan modification in XXXX on the property which my ex husband did not sign and I was told that he would be removed from the loan MANY times by Aurora and Nationstar. He is no longer on the deed but he is still on title/note. I asked Nationstar if my loan was assumable ( trying to remove my ex-husbands name since they did not do what they said ) but they said no which is not true due to the Garn-St German Depository Institutions Act of 1982, this act allows non-assumable loans to become assumable in certain situations such as divorce. I can not afford to refinance and Nationstar is not working with me on my assumption request.
Company Response:
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2017-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NationStar as a mortgage servicing company for XXXX is not customer focused and are not being transparent about their processes for making decisions that affect American Consumers.
On XX/XX/XXXX, I inquired with XXXX/NationStar about the criteria to eliminate my escrow account. On XX/XX/XXXX, they shared with me that my loan to value ratio was 92 % and did not meet the 80 % criteria for elimination. That same day, XX/XX/XXXX, I sent a follow-up question about how they calculated my loan to value ratio. On XX/XX/XXXX, XXXX/NationStar shared with me that using my original loan appraisal amount of {$220000.00}, I did not meet the 80 % required loan to value ratio to eliminate the escrow and they referenced my mortgage agreement. Again, the same day, XX/XX/XXXX, I, in turn inquired about sending a new updated loan appraisal -- at my expense -- since my home value had changed significantly since the original purchase in 2012. Since their original responses were so quick, I was confused when I did not receive a response within a week to my second follow-up question. After no response, I inquired again on XX/XX/XXXX On XX/XX/XXXX, without explanation or any information grounded in published for the customer policy or without reference to my mortgage contract, they simply stated that this would not be possible. I found this response to be inadequate, not grounded in documented policy and intentionally flippant to a very serious question posed by a paying customer. I shared with them as much and let them know that I would be sending a formal complaint about their response. XXXX/NationStar 's practice of not being completely transparent with customers about what is driving such a critical decision is unacceptable for the American consumer. I have never been behind on my mortgage payment, and have opted to pay my property taxes and property insurance myself rather than out of my escrow account to show that I am more than capable of managing these expenses myself. Again, although I am aware of the requirement and the fact that I am voluntarily doing paying these expenses outside of my escrow account this alone does not exempt me from the escrow requirement. I will say that the process for determining my loan to value ratio must be transparent and fair and this is where XXXX and NationStar is failing. Please, any assistance you can provide would be most helpful. I just want a fair assessment of my homes current value as a basis for the decision concerning my escrow requirement.Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom this may concern. I have asked for your help in the past and you absolutely did but I continue to have a big problem with our mortgage servicer, Nationstar.
In XXXX we had a sale date of XXXX ; because of your intervention the sale date was postponed and ultimately cancelled. After continuous paperwork and submitting a financial package a modification was approved and my 1st payment was supposed to begin in XX/XX/XXXX . I made my 1st pa yment and 2 days before my 2nd w as due I received a letter stating that my modification paperwork had not been signed and dated on one of the pages. They were going to send me the page that they said was incorrect and told me to not make my 2nd p ayment until they had the documentation they needed to proceed. When I received the page, I signed and dated it and sent in back to them. The next time I heard from them, they informed me that the modification was no longer valid because the payments had not been paid and there was a glitch in the paperwork. They said I needed to begin the process again so I sent them a complete financial package again ( RMA Package ) and waited for them to process the paperwork through their Underwriting Dept. Soon after I received a Notice of Sale for the date of XX/XX/XXXX . When I called them up to inquire about the sale date I was told that there must be some mistake because my modification package was still in review. They were going to check into it and get back to me and assured me that it would get straightened out. 1024.41 ( b ) Receipt o f Loss Mitigation application - A servicer shall exercise reasonable diligence in obtaining documents and information to complete a loss mitigation application. About 10 days after that conversation I received another letter stating that the sale date had been moved to XX/XX/XXXX instead of XX/XX/XXXX . I immediately called them to find out what was going on and told them that I was in review for a modification. They told me that the Underwriting Dept. needed a minimum of 37 days to review a homeowner for a modification so there wasnt enough time to modify the loan. Are you kidding me??? There was plenty of time to review until they moved the sale date up 30 days!!! Violation of The Real Estate Settlement Procedures Act ( Regulation X ) 1024.41 Loss mitigation procedures. The Consumer Financial Protection Bureau established rules to protect mortgage borrowers from costly surprises and runarounds by their servicers. They now tell me there is nothing they can do to postpone the sale date or modify the loan. Nationstar continues to violate the Dodd-Frank Consumer Protection Act . They have dual-tracked my mortgage while avoiding an opportunity to work out something rather than foreclosure for us. 1024.41 ( g ) Dual Tracking is prohibited. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure. CFPBs mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure, borrowers shouldnt be surprised by the start of a foreclosure proceeding until they have had time to explore all available options. Please help us again with this egregious, unlawful attempt by Nationstar to take our home that we love. The sale date is XX/XX/XXXX , PLEASE HELP!!! XXXX XXXX & XXXX XXXXCompany Response:
State: NC
Zip: 286XX
Submitted Via: Web
Date Sent: 2017-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A