Date Received: 2017-05-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: try to modification my mortgage and told me not to make a payment on my home ..it took 10 months now they want {$8600.00} to keep my home,, need help Please
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Long story shor t. Nationstar prequalified me for a home purchase. After signing a sales contract on my existing home and a contract to purchase a new home, almost a month later, Nationstar denied my loan. I was told it was because of a software qlich that was n't " associating '' private mortgages for other properties I own. I understand pre-qualification letters are subject to further verification. However, Nationstar took almost a month between the time all necessary documents were emailed as requested, an appraisal on the new property completed, and no hint of problems throughout the entire process. Nationstar essentially left me with two options, neither of which are good. One, place our personal belongings in storage and sell our home of 17 years and live in a hotel or back out of my existing sales contract and risk legal ramifications. After many conversations with other lenders and brokers, my debt to income ratio is n't sufficient for a loan amount in areas my family wants to live. I can live with that and appreciated the other lenders telling me that upfront and honestly! Unfortunately, Nationstar led m e to believe the loan would proceed and my life plans were made acccodingly. Bottom line is the " mortgage professional '' did n't do her due diligence upfront and should have never given me a pre-qualification letter. She simply said " sorry '' and went on her way. My income is from many rental real estate properties I own and factoring income is n't as easy as it is with XXXX wage earners. I had a conversation upfront with her at the beginning of XXXX about my income. I was informed she was very knowledgeable in this matter and had worked with numerous other individuals in a similar situation.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2017-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-29
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: RE : NationS tar/ XXXX T his account was included in a US Ch. XXXX bankruptcy filing on XXXX XXXX , 2010, c ase # XXXX The notation in th e Public Records Section has been removed in the XXXX credit report HOWEVER The notation of the NationStar/ XXXX is st ill showing as an active/open account and derogatory. Please see attached court docs regarding this case. This account was included in the Ch XXXX filing of XXXX XXXX , 2010 and subsequently discharged per court order. The allowable time a Ch XXXX filing can remain on a credit report is 7 years from the date of filing - which was XXXX XXXX , 201 0 ( case XXXX ) This account should be removed.
XXXX informs the mis-information being provided to them is from Nationstar. NATIONSTAR MORTGAGE LLC XXXX XXXX XXXX XXXX XXXX , TX XXXX ( XXXX ) XXXXCompany Response:
State: FL
Zip: 33071
Submitted Via: Web
Date Sent: 2017-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Starting in XX/XX/XXXX , I attem pted on a few occasions to refinance my existing mortgage with Nationstar Mortgage, the servicer to my existing note, held by XXXX XXXX . I was having difficulty maintaining paying the mortgage on time, and although I was not in default or even behind in payments, I wanted to see if I qualified for the HAMP or HARP programs. I reached out first to a counselor at the Making Home Affordable website, hosted or run by XXXX XXXX / XXXX XXXX and engaged in a conference call with NationStar that same month. I was informed by Nationstar that due to my experiences to date, I was eligible for home modification under HAMP. I proceeded to apply for HAMP by the deadline of XX/XX/XXXX . I was subsequently deni ed by Nationstar st ating I did not meet eligibility requirements, directly contrary to prior conversations. In fact, the Making Home Affordable counselors at XXXX XXXX did not understand their response either. I was then asked to participate in HARP -- Nationstar st ated that I was eligible for HARP but needed to wait until XX/XX/XXXX as I had one la te payment on file and needed to be on time with payments for a year. I then reapplied in XX/XX/XXXX , had a loan counselor at Nationstar look at my note, my current obligations and stated I qualified and locked me into a rate. They performed an inspection of my property and then I got no communications from them since. I had to contact the company several times and received no further communication. About two wee ks after my attempts to contact them, I got a letter from Nationstar stating my property was unacceptable to refinance. When I inquired further, I found out that Nationstar stated my mortgage note was for a cooperative property and they do not refinance cooperatives. However, since my initial experience in late XX/XX/XXXX through this statement of theirs in XX/XX/XXXX -- they sta ted ( a ) I was eligible for HAMP and HARP. I went throug h two successive evaluations, credit report pulls, and evaluations only for them to state they do not refinance cooperatives. They are a mortgage lender, they are my servicer and they knew for this entire time my property did not qualify but never informed me of this. This is not only deceptive but is grossly negligent and harmed me as a consumer. This is not the first time I had difficulties with Nationstar and I have already filed a complaint with the Texas State Attorney General and will also be doing so for the State of Illinois. Nationstar should not be allowed to operate managing servicing of loans without penalt y due to this gross negligence. I will be contacting all federal agencies and credit reporting bureaus to report these misdeeds. Thank you in advance for your assistance.
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2017-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar continues to state they have made no mistake on their servicing, while they continue to state I am one month delinquent, while in reality I am two m onths ahead since signing the modification. I have made all the payments according to the modification, but Nationstar and XXXX XXXX XXXX have not serviced the loan correctly.
Company Response:
State: CA
Zip: 90240
Submitted Via: Web
Date Sent: 2017-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX , XXXX : Refinanced my mortgage with XXXX XXXX Bank. XXXX XXXX , XXXX : Received notice from XXXX that Nationstar would be my new mortgage servicer beginning XXXX XXXX , XXXX XXXX XXXX , XXXX : Reached out to both XXXX and Nationstar to determine my account number and other necessary information to remit payment on time. Neither provided account number ; told to wait for welcome letter. XXXX XXXX , XXXX : Spoke with XXXX at Nationstar to inquire about account number and not receiving a welcome letter to date. XXXX could not locate account in the Nationstar system. She said loan has not boarded yet. XXXX explained, Legally I had a XXXX window with no payment due. Told not be concerned ; just wait for welcome letter. XXXX XXXX , XXXX : Spoke with XXXX at Nationstar to inquire again about account number and welcome letter. XXXX reiterated what XXXX had said ; XXXX window and wait for welcome letter. XXXX XXXX , XXXX : Received welcome letter dated XXXX XXXX , XXXX stating payment due on XXXX XXXX , XXXX . XXXX with XXXX at Nationstar who confirmed there would be no late fees associated with account due to the XXXX window and XXXX monthly grace period. XXXX XXXX , XXXX : Nationstar received first payment for {$2300.00}. ( Please see attached bank report. ) XXXX XXXX , XXXX XXXX XXXX , XXXX : Nationstar has received monthly payments ( {$2300.00} ) all within the XXXX grace period. ( Please see attached bank report. ) XXXX XXXX : ( Uncertain of exact day, I believe it was XXXX XXXX and I am positive it was between the days of XXXX XXXX . ) Received certified letter dated XXXX XXXX , XXXX stating that my account was delinquent and that I owed a past due amount of {$3300.00} due in full by XXXX XXXX , XXXX , or else foreclosure. ( Please see attached letter. )
Company Response:
State: TN
Zip: 37087
Submitted Via: Web
Date Sent: 2017-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Fri, XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote: On XX/XX/XXXX I h ad a pipe burst in my home causing water damage. All of the work was complete by XX/XX/XXXX a nd the check from the claim was mailed to Nationstar to pay the contractors regarding this claim. I have been contacting Nationstar since then trying to get the funds released from outstanding claim with no avail. I n XX/XX/XXXX , I emailed over the contractor release of claim along with the invoice signed by both the contractor and I. When I called to follow up with Nationstar, I was told that the contractor had not signed it. I resent the information to that now the needed a XXXX form. I sent that. Then when I called to follow up again, the original information was not sufficient and additional documents were needed. The contractor and I originally sent over information to have the funds from the claim released several times. Everytime we called to follow up there was a different story as to why the funds could not be released. The contractor was told they had not received the documents. He's resent them. Then he was told that signatures were missing. We signed and signed again. And repeatedly sent documents and Nationstar would not release funds. We were given the run around. In XX/XX/XXXX , I filed a bankruptcy and my attorney called them to have the funds release towards the mortgage. My attorneys offices was told that Nationstar needed to complete an inspection of the property to make sure all the work was done and then they would release the money. They inspected the property in XX/XX/XXXX and verified that the work was complete, but still did not release the funds. In XX/XX/XXXX I contacted Nationstar and was told I had to sign one more document and then they would release the funds. I did as requested, but the funds were still no release. I contacted them from XX/XX/XXXX until XX/XX/XXXX at l east twice a week and was given the run around. The main contractor was still waiting for payment. When I would contact them, I was told to give them at least 5 days to release the funds and when they were not received I would call to follow up to be told something else. They would also have a new reason why the could not pay it. They need to complete a new inspection, they need additional documents from the contractor which had been sent in numerous times by myself and the contractor. I finally had to pay the contract out of my pocket. I was so frustrated with the process that I stopped pursuing it. My hope was Nationstar would just apply the funds to my mortgage account because there were no outstanding claims and they had verified that the work was complete. In XX/XX/XXXX , after going through a la y -off, I attempted to contact Nationstar again regarding this matter. I spoke with a supervisor and request that the funds be applied to my loan. I was told by a supervisor, that could be done without any additional documentation and with no problems. She stated she would send me a form to sign and Nationstar would apply the funds to my loan. On XX/XX/XXXX I returned the form to request the funds from my claim account to be applied to my past due mortgage which was an option of selection on the letter. I sent the form back to Nationstar certified mail to ensure receipt. Today XX/XX/XXXX . I received a voicemail from XXXX My phone never rang to let me know they were calling. In my experience dealing with Nationstar regarding this matter, this has been a was a common practice used to avoid having personally spoke with the customer. In the message a representative left a message stated they received my letter, but could not apply the fund to my account. If I had questions to call them back. I was expecting these fund to be applied to cover my mortgage payment fo r XX/XX/XXXX , XX/XX/XXXX , and XX/XX/XXXX . I have been impacted by a lay-off and could not make the payments. So here we go again. I immediately contacted Nationstar and was transferred to a call center in the XXXX with representative who have no clue about my account. I had to hold for 45 minute which is a common practice or I'm given a promise of a call back which never happens. After holding I final to spoke to a supervisor who has no idea about the account, who a gave another false promise of resolution this issue, but to give her 5 days. I am so frustrated and I don't know what to do. I would like for Nationstar insurance claims practices to be investigated and assistance in resolving my issue. I have sent them contractor receipts cancelled checks. The contractors release of lien and etc to no avail. Please help.
Company Response:
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY SITUATION IS COMPLEXED MY LENDER NATIONSTAR AND XXXX XXXX XXXX XXXX . FIRST NATIONSTAR APPROVED FOR HAMO IN XX/XX/XXXX AND SENT THE APPROVAL TO XXXX XXXX XXXX XXXX SEE ATTACHED APPROVAL WITH XXXX XXXX XXXX XXXX ADDRESS. I RECEIVED THIS APPROVAL FROM NATIONSTAR ON XX/XX/XXXX , THIS IS THE FIRST TIME I EVER HEARD OF THIS APPROVAL, XXXX XXXX XXXX XXXX DID NOT TELL ME IN FACT, THEY CONTINUED TAKING THEIR MONTHLY XXXX FEE, XX/XX/XXXX A ND HEREAFTER. IT WASNT TIL I STARTED INVESTIGATING ON MY OWN, I FOUND THAT I HAD ALREADY BEEN APPROVED FOR HAMP IN XX/XX/XXXX , I W OULD HAVE PAID THE TRIAL PAYMENTS IF THAT WERE NOW AND THEN IF I HAD KNEW.
NOW MY IM FACING FORECLOSURE BECAUSE NATIONSTAR IS REFUSING TO ALLOW ME TO ENTER INTO THE SAME HAMP OF XX/XX/XXXX WRON GFULLY AND XXXX STOLE HUNDREDS AND THOUSANDS FROM ME TO NOT EVEN NOTIFY ME ABOUT THE HAMP TOO OFFER FROM NATIONSTAR SO I COULD PAY, INSTEAD THEY COLLECTED, XX/XX/XXXX P AYMENT OF XXXX . PRESENTLY MY LENDER NATIONSTAR HAS A COMPLETE HAMP APPLICATION UNDER REVIEW ANDI SHOULD BE ACCEPTED INTO THE SAME PROGRAM BAC K IN XX/XX/XXXX . SEE ATTACHED! MY INCOME DOES SUPPORT THE AFFORDABILITY OF THE HAMP PROGAM PAYMENT AND I WILL MAKE THE PAYMENT ONCE APPROVED! IM ELIGIBLE DUE TO SUPPLEMENTAL DIRECTIVE 16-02 SEE ATTACHED I HAVE BEEN TRYING TO WORK WITH MY LENDER FOR A LOAN MODIFICATION/ATTORNEY GENERAL NATIONAL MORTGAGE RELIEF SETTLEMENT. MY LENDER HAS BEEN DELAYING CONSIDERATION OF THE MORTGAGE APPLICATION, " LOSING '' DOCUMENTS, CONSTANTLY REQUIRING ADDITIONAL ITEMS, MAKING ME SUBMIT NEW DOCUMENTS BECAUSE THE ONES ALREADY SUBMITTED ARE TOO OLD ( BECAUSE THE LENDER DRAGGED ITS FEET ), DUAL-TRACKING ( FILING A FORECLOSURE COMPLAINT WHEN A MODIFICATION With the new expansion to the making home affordable program specifi cally Supplemental Directive 12-02 EFFECTIVE S INC E XX/XX/XXXX !!!!!!!!!!. Based on the new HAMP guidelines from the Supplemental Di rective 12-02 d ate d XX/XX/XXXX , titled " Making Home Affordable Program- MHA Extensio n and Expansion '' by the Obama Administration which is effective now, here is a list of the some of the new changes : Expansion of eligibility : HAMP was designed to bring the debt ratio of mortgage borrowers down to 31 % of their income. Those whose mortgage payments were already below that level had been ineligible for a modification. They may qualify now. The new guidelines will allow for a more flexible approach that takes other debt into account when calculating debt-to-income ratios. Extension of eligibility to owners of rentals properties : The old HAMP rules applied solely to owner-occupied homes but now those who own rental properties may also qualify for a HAMP modification. Triple balance-reduction incentives : The new HAMP will pay between XXXX cents and XXXX cents for every dollar that lenders take off the mortgage principal, up from between XXXX cents and XXXX cents. Pay XXXX and XXXX the same incentives : Currently, XXXX XXXX and XXXX XXXX do not offer principal reduction plans as part of their HAMP modifications. To encourage this assistance, Treasury said it will pay the same principal reduction incentives to XXXX XXXX or XXXX XXXX if they allow servicers to forgive principal in conjunction with a HAMP modification. See attached 16-02 Supplemental directive 16-02 H AMP WAS ESTABLISHED IN XX/XX/XXXX BY OBA MA AND XXXX XXXX ACCEPTED TARP FUNDS TO ALLOW HOMEOWNERS FACING DEFAULT TO ENTER INTO AFFORDABLE HAMP PROGRAM. XXXX XXXX HAS BEEN DELAYING MY CONSIDERATION FOR THIS PROGRAM for years AND now! I N XX/XX/XXXX O BAMA INTRODUCED SUPPLEMENTAL DIRECTI VE 12-02 EXPANSION TO HAMP, AND XXXX XXXX AGAIN AVOIDED ALL HAMP PROGRAMS. IN XX/XX/XXXX , OBAMA EXTENDED THE HAMP PROGRAM THROUGH OUT XX/XX/XXXX onl y IF YOU SUBMITTED XXXX COMPONENT OF THE LOSS MIT APPLICATION TO XXXX XXXX IN XX/XX/XXXX , XXXX XXXX HAS TO MODIFY UNDER HAMP UNTI L XX/XX/XXXX , I submitted MULTIPLE COMPONENTS APPLICATIONS in XX/XX/XXXX . SEE AT TACHEDCompany Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a loan with XXXX XXXX XXXX XXXX XXXX XXXX XXXX . They have gone bankrupt and my loan has changed hands either because of their bankruptcy or us refinancing somewhere else. XXXX XXXX is no longer in business but the Lien is still on my property. I would like to remove this from my deed/title. Please help. XXXX XXXX was XXXX XXXX but have been divorced. If u need divorce papers or anything feel free to contact me. XXXX XXXX Missouri XXXX XXXX XXXX XXXX address was XXXX XXXX XXXX XXXX , CA XXXX
Company Response:
State: MO
Zip: 636XX
Submitted Via: Web
Date Sent: 2017-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar recently completed the PMI removal process from my loan but is refusing to refund my PMI over payments in the amount of {$540.00} for the months of XXXX XXXX XXXX 2016. XXXX XXXX, 2016 is the day of record for my PMI request for removal. XX/XX/XXXX is the day I was transferred to Nationstar. Nationstar claims they 're only responsible for refunding the PMI I made to them. This is a clear violation of the Homeowners Protection Act. I have spent hours and hours trying to resolve the issue of PMI removal with the company. This particular incidence is different than recent complaint # XXXX which Nationstar claimed the issue had been resolved. Nationstar claims they refunded my appraisal fee of {$450.00}. In my opinion, this is an attempt to further break the law. All I 'm asking for is my rights to be honored. Please cancel any {$450.00} appraisal fee " reimbursement '' ( wherever that money is floating ) and refund the over-payments in the amount of {$540.00}. That is the law and legal accounting is what I 'm asking for. Attached is the letter from XXXX XXXX where they 're attempting to address a different CFPB claim that they have no responsibility in refunding any PMI payments. This is a business issue between Nationstar and XXXX, as Nationstar initiated the purchase of my loan and it 's not my responsibility to deal with business related problems between these XXXX companies.
Company Response:
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A