Date Received: 2017-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan with XXXX was transferred to NationStar in XXXX of XXXX . My husband and I filed Chapter XXXX in XXXX of XXXX and from that point forward we were no longer able to make online payments and no longer received any communication or monthly statements even though the mortgage is not included in the XXXX XXXX . My husband and I are in the final steps of a REFI and were contacted by the Credit Bureau for a conference call with NationStar on Wednesday XXXX XXXX , XXXX . The call took place on Thursday, XXXX XXXX XXXX , where we were informed that we were a payment late for the last 3 years starting in XXXX of XXXX . I called NationStar the next day, Friday, XXXX XXXX , XXXX , and spoke to customer service regarding my Payment History and they told me that I didnt show any late payments, but there was a payment in suspense and I just needed to pay {$890.00} to get it out of suspense and my account would be up to date. My daughter was sick at school and I needed to get off the line so I just paid it so I could get my daughter, but I really didnt understand why there was a partial payment in suspense and why I had to pay almost {$900.00}. The next day, I pulled up my Payment History and I saw that the XXXX XXXX payment was not applied as a payment. This payment was put in suspense causing any payment thereafter to b e 1 p ayment behind to date. I called on Saturday, XXXX XXXX , XXXX , and customer service said I had to call back on Monday when the bankruptcy department was open. I called first thing Monday morning, XXXX XXXX , XXXX and spoke to XXXX XXXX and repeated what I had found. The XXXX XXXX payment was not applied as a payment and showed next payment due XX/XX/XXXX instead of XX/XX/XXXX . Once this is corrected, I will not only be current as I have always been, but a payment ahead because of the money that was held in suspense and the additional {$890.00} I paid to make up a full monthly mortgage payment. The customer service rep, XXXX , put in a request to the research department and I told her that this needs to be dealt with today. I am at the end of a REFI and this is the only thing holding it up. She said she can only place a request and state it as a priority. I have called every day since and my request has not been touched and I have even spoke with a supervisor named, XXXX and he said that they can not contact the Research Department via phone or any other way. I find this extremely odd for a huge company. NationStar is the one at fault for this error and needs to fix it in an expedited manner! I have been patient long enough and do not want to lose this REFI!!! This error should have been caught and fixed when the conference call took place with the Credit Bureau on XXXX XXXX , XXXX .
Company Response:
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2017-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar took over my mortgage from XXXX XXXX XXXX XXXX . I have copies of every check made out to Nationstar and cashed by Nationstar showing paid on time, but they are reporting m e 30, sometimes 60 days past due. I get harassing calls 3-5 times a week. I have repeatably spoken with supervisors ( all documented ) and they have not fixed the problem. They have caused me to pay higher interest rates and I can not qualify for a new home loan because of their fraudulent reporting to the credit bureaus.
Company Response:
State: CA
Zip: 93711
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: From XXXX to XXXX of XXXX , Borrower made timely payments on his mortgage loan of {$150000.00}. In XXXX , Borrower lost his normal monthly income when he was undergoing treatment for XXXX XXXX XXXX XXXX . When he realize d he could no longer make monthly payments, he submitted a comprehensive package of financial, medical, and tax documents, exactly as prescribed by Lender, requesting a temporary forbearance on monthly payments. The Lender failed to communicate effectively with the Borrower, despite numerous telephone calls attempting to speak to an employee with adequate training that would enable them to understand the facts of the situation. Several Lender clerical-level workers communicated with Borrower suggesting refinancing, a solution totally inconsistent with Borrowers medical circumstances, income outlook, and posture of being under a tax lien. Borrower wanted to discuss a deed-in-lieu of foreclosure as it relates to a federal tax lien. However, no one with sufficient knowledge of either DIL or liens would contact Borrower by telepho ne. In XXXX XXXX , afte r four payments were missed, Lender filed foreclosure papers in court. It is maddening that no one from Lender, with appropriate experience and authority, will contact Borrower as requested ; no one from Lender acknowledged the facts presented in the forbearance application in fashioning foreclosure alternatives ; and that Lender essentially behaved as if they were a computer program, spitting out notices to Borrower following a sequence of steps that were heedless of Borrowers circumstances.
Company Response:
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage got transferred to Nationstar Mortgage in XXXX 2015. This company is now accusing me of non-payment and arrears and have reported to the CRAs 15 times for none or late payments. My bank and I have proof of payments on my bank statements. No payments have ever been missed. This company has totally messed up my credit and caused me two years of stress and heartache. I automatically pay my bills every two weeks without fail. In addition I have contacted the company many times without fail and most of the people are rude and tell me Just pay it! If you get someone who tries to help you, you end up getting another letter threatening to take your home. I cant believe them anymore because they have lied so many times I thing they are scamming.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XXXX / XXXX / XXXX , I have been Disputing fees charged by Nationstar Mortgage. I was forced to Close escrow and pay disputed fees on XXXX XXXX , XXXX or be subject to Breach of Contract with the Buyer. The amounts in Dispute on my Closing Statement with XXXX XXXX XXXX , are Interest owed in amount of {$3900.00}. Amount of {$14000.00} for Escrow Advances. Legal fees in amount of {$420.00} and lender paid expenses in amount of {$440.00} ; assuming legal and lender paid expenses are a result of misapplying payments and charging for an Escrow account.
Company Response:
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On numerous dates as recent as XXXX / XXXX / 2017 and XXXX / XXXX / 2017 I 've submitted DISPUTE letters to Nationstar Mortgage, LLC regarding the amount they charged during my sale of the home at the closing through XXXX XXXX XXXX ; in the amount of {$10000.00} for Escrow Advances. I was forced to pay above amount on XXXX XXXX , 2017 or be in " Breach of Contract '' with the Buyer of our home .
Company Response:
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX I sent Dispute letters re : {$2200.00} to Nationstar Mortgage, LLC. The amount disputed, p er N. Star on my Payoff Quote, was for interest calculated from XX/XX/XXXX to XX/XX/XXXX . I provided them with " Proof of Payments '' from my bank for period of time Nationstar claims they did not receive Interest. On XX/XX/XXXX I was under contract to close the sale and was forced to pay {$2200.00} to Nationstar or I faced breach of contract, with my buyer by not closing on time. I requested in said letter, tha t Nationstar Refund the interest charged incorrectly or provide me with Proof and Payment History, that they were correct in charging the above amount.
Company Response:
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX , XXXX I was late paying and fell behind in my mortgag e ( XXXX ). The last payment had been made in XXXX , XXXX . My household income had been affected due to my sons, a contributor, underemployment. I had recently completed a 3 month trial perio d ( XXXX , XXXX , XXXX ) f or a modification. In XXXX , my finances stabilized when my son found full time employment. When I attempted to bring my account current in XXXX , I could not access my online account, which was how I usually made my payments. I calle d Nationstar and was told that I could not access my account and they would not accept my payments because they had started foreclosure procedures because I was ten months behind. Explaining that I was only two m onths behind ( missing XXXX and XXXX ), they informed me that after my three month modification trail, which I paid, the final paperwork were never signed. I then explained that I never received those papers, although I continued to make payments. In a previous phone conversation with Nationstar, I called to question why the balance on my statement was so high, even though I had been making my monthly payments. I was told because the final paperwork was never signed ; the payments were not reflected nor applied to my account. I actually had requested them, explaining I didnt receive them by mail. ( Attaching my email request ) I was told that they mailed them to me twice. I asked them to be email it to me. She told me they didnt email those kinds of documents, but she did ask if I wanted her to email the last two documents that were mailed and those I had received to me. I told her yes. During that last phone call, I asked what I needed to do to avoid foreclosure, and was told I had to re-apply for a modification. After submitting all of my paperwork, which was delayed because a contributors package was not included in the original application they emailed to me, my request for the modification was rejected. Not understanding why, I called them to get an explanation. They said due to the additional charges, they could not offer me a lower payment plan based on my household income. My household income is from my XXXX and my sons salary, combined. In the contributor paperwork package, he had to submit his paystubs. I had to submit my bank statements. If they deduced that my household income is not adequate because of what they see as my income to debt income, and lack of deposits, it is because he will pay some bills out of pocket as opposed to making a bank deposit. In recovering from our income loss, all finances would not be reflected on my bank account statements. Our combined income is enough to maintain monthly mortgage payments. My original payments were {$1300.00}. During the trial period, I paid {$1300.00} for three months ( ov erpayment ). In XXXX I paid {$1200.00}, the modified payment. ( 2 ) The bottom line is, I will never be able to pay the now over {$17000.00} to bring my balance up to date and not lose my home. That amount continues to increase. Had they accepted my payments in XXXX my account would have been up to date. If it was a matter of a signature, why couldnt they email the papers to me? They said they mailed them. I told them I did not receive them. If they were sent, why would I not sign and return them? I received the request for I can not lose my home. I have nowhere else to go. I am XXXX years old and on XXXX . After unsuccessfully trying to find employment, I am starting my own business to insure my future financial independence. I have been working with HOPE hotline and have applied for assistance from the Hardest Hit program and am waiting for the results. I am also reaching out to my councilman. Is there something you can do to help me? Sincerely, XXXX XXXX XXXX / Nationstar account # - XXXX XXXX XXXX XXXX ., XXXX , NJ XXXX XXXX / XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 1. XX/XX/XXXX XXXX XXXX transferred the loan to XXXX XXXX XXXX. XXXX began to alter checks by scratching out " XXXX & the loan number '' then hand writing their name and a different loan number on the check. 2. XX/XX/XXXX XXXX XXXX received a loan modification prepared by XXXX. The principal balance was raised without explanation from {$250000.00} to {$260000.00}. 3. Between XX/XX/XXXX and XX/XX/XXXX all the loan payments sent to XXXX were never credited to the account. ( XXXX XXXX has all the canceled checks to show the payments were timely sent and cashed by XXXX ). 4. XX/XX/XXXX, XXXX received a " Tax Bill '' from XXXX County Treasurer, stating that XXXX had not paid real estate taxes from the XX/XX/XXXX escrow. 5. Mortgage Interest statement for XX/XX/XXXX from Internal Revenue Service reflects XXXX amounts paid. 6. IRS Form XXXX for XX/XX/XXXX shows that XXXX XXXX XXXX did not report any of the money they received from XXXX ' loan payments made between XX/XX/XXXX - XX/XX/XXXX. 7. XXXX attempted to resolve the issues with the missing money, false negative credit reporting, and other issues with XXXX. She was given a run around by a customer service in XXXX. Then The loan was put into default status, and transferred to NationStar Loan services, for a Loan Modification under threat of foreclosure. The missing money totaling over XXXX XXXX dollars was never credited to the mortgage account. A Pro-Se lawsuit was filed XX/XX/XXXX in Federal Court against XXXX by XXXX
Company Response:
State: FL
Zip: 34691
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Monthly payment due ( Amt. {$1500.00} ) as of statement dated XX/XX/XXXX . XX/XX/XXXX Payment sent via personal banking bill pay for {$1500.00} XX/XX/XXXX XX/XX/XXXX payment was placed in a suspense account due to the {$190.00} XX/XX/XXXX Notice sent that annual escrow was reviewed and the payment would be going from {$1500.00} to {$1700.00} ( increase {$190.00} ) effective XX/XX/XXXX . XX/XX/XXXX In touch with customer service to inquiry why payment was not applied to the account and to explain the $ XXXX monthly payment increase when property insurance amount decreased. This process took several days to get addressed. My payments were applied for XX/XX/XXXX and XX/XX/XXXX . ( XX/XX/XXXX & XX/XX/XXXX ). XX/XX/XXXX Received notice from credit bureau that a 30 day late was applied to my credit report which should have not been applied. XX/XX/XXXX - Mortgage Loan Statement amount has increased from {$1700.00} to {$1800.00} ( {$100.00} ) with no explanation again. XX/XX/XXXX Called in a request to remove the PMI from my account since my loan has met the 20 % equity rule. XX/XX/XXXX NationStar sent a notice determining that since they have the late payment in XX/XX/XXXX , I can not request the PMI removal for a year.
Company Response:
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A