Date Received: 2017-05-12
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I have been having constant problems wit h Nation Star mortgage for the past year but most recently when their " dedicated loan specialist '', XXXX XXXX put me on a repayment plan beginning in XXXX of XXXX . This repayment plan was supposed to end in XXXX of XXXX . The payments were scheduled for {$1600.00} each month. The first month of XXXX XXXX , I made a payment for more than the asked amount for {$2200.00}, then I fulfilled XXXX through XXXX for the asked amounts of {$1600.00}. The payments were all made on time and the repayment plan was fulfilled. I was told by XXXX on XXXX XXXX , XXXX when I made the last payment that my credit report would show current for the month of XXXX and moving forward I would have scheduled payments of {$2100.00}. Now XXXX XXXX is stating the repayment plan was set up incorrectly which is no reflection of me. This is all Nation Stars fault and error. I find it hard to believe that after five months of payments that I fulfilled, they are no w finding an error! This should have been found on the very beginning. They are now stating I owe so much more money and they need to fix their error, whether the bank takes care of it or XXXX XXXX . The money should be payed through the bank because it is their major error. I want to be shown current a s Nation Star stated and I want their monetary error fixed through them.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the second complaint files with cfpb regarding the same problem Cfpb closed the other complaint ( # XXXX ) b efore any resolution was made. The original complaint was that my loan mortgagor failed to provide a {$5000.00} XXXX incentive on XXXX XXXX claiming that I had not filed Treasury forms. The forms were in fact filed, and Nationstar Mortgage has tracked them down due to my last complaint and said they were going to send them to the Treasury, and that barring any mistakes in their filing, I should receive the incentive by XXXX XXXX XXXX . I have called my customer service representative ( XXXX XXXX XXXX ) at Nationstar and have left two mess ages for her to call me regarding and update on her progress as the incentive has yet to be applied to my account. As of XXXX XXXX my mortgage will increase which is based on my principle balance. This balance should be {$5000.00} lest than the number they are using to calculate my new payment. It also should have been used in XXXX XXXX XXXX to calculate the increase which was imposed back then. In short, I filled in and sent the appropriate forms for th e HAMP incentiv e in a timely manner, and the incentive was to be " automatically '' deducted from my principle on XXXX XXXX . Nationstar failed to sen d in their Treasury forms regarding my incentive, and have calculat ed two ( 2 ) year s of mortgage incorrectly. And their customer service representative ( XXXX XXXX ) re fuses to return my phone calls. Supporting documents have been sent to cfpb when filing the previous account.
Company Response:
State: FL
Zip: 34668
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To Whom I t May Concern, for years I have been trying to modify my loan with Nationstar Mortgage, hereinafter referred to as Nationstar. After numerous failed attempts and much frustration, I consulted with an attorney to inquire whether the people I am dealing with even have authority to negotiate my loan. One of the main problems has been that I have not been able to obtain the correct information as to who actually has ownership of my alleged debt obligation. Nationstar has made claims to be both the servicer and the beneficiary. After responding to one of m y Qualified Written Requests, hereinafter referred to as QWR, in XXXX of XXXX , Nationstar stated that the ownership of my loan belong s to XXXX XXXX as Trustee of the XXXX XXXX XXXX XXXX XXXX Pass-Through Certificates, XXXX XXXX , hereinafter referred to as XXXX XXXX , however their claim was just executed on XXXX XXXX , XXXX . I am confused as to how Nationstar co uld inform me that XXXX XXXX is the beneficiary of my alleged deb t four y ears before they actually claimed an interest. I have just discovered the legal ramifications surrounding the Fair Debt Collection Practices Act, hereinafter referred to as FDCPA. Upon leaning about this, I came to the realization th at Nationstar, as my present loan servicer, is a debt collector as defined by the FDCPA. At the time Nationstar acquired the servicing of my alleged debt from my previous servicer, the alleged debt was already in default. The mere fact that I was in default when Nationstar ac quired the debt defines them as a debt collector under the FDCPA. Because XXXX XXXX allegedly acquired an interest in the alleged debt while it is in default, they too are de bt collectors and not a creditor. Nationstar a nd XXXX XXXX are attempting to collect on a debt that they do not have the authority to collect on and they have falsely represented the character, amount, and legal status of the debt. I am filing this complaint agains t Nationstar becaus e I believe their continuous efforts to collect a debt that I dispute is against the FDCPA. Not only are they continually falsely representing the debt, they are continually threatening to take action against my property that is not legal for them to take. I presently have a foreclosure action scheduled on XXXX XXXX , XXXX . It is my understanding that under the FDCPA a debt collector may not use unfair or unconscionable means to collect or attempt to collect a debt. More specifically they may not take or threaten to possess or disable property when the they have no enforceable right to the property or does not intend to do so, or if, under law, the property may no t be taken, repossessed, or XXXX , and furthermore, they may not take or threaten to take any nonjudicial action to effect dispossession or disablement of my property if there is no present right to possession of the property claimed as collateral through an enforceable security interest. Based on my information and belief, only creditors may enforce a foreclosure, not debt collectors. I am now fully aware that a debt collector must prove that I owe the debt and Nationstar has failed to do that. They can not supply me with copies of documents that are not admissible evidence and believe I am to take the information they give me without adequate support. Nationstar has f ailed to demonstrate t he money trail to this alleged beneficiary. Furthermore, as a debt collector, Nationstar has failed to prove their relationship to the lender. My Deed of Trust says that it is the lender who has the power to do whatever it is he has the power to do within the four corners of the contract. There is no documentation that evidences that Nationstar and/or XXXX XXXX is now acting on behalf of the lender. I am filing this complaint with the CFPB because Nationstar is blatantly disregarding the law. If I do nothing they will wrongfully and fraudulently take my property and continue to disregard the law.
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a first mortgage with Nationstar. We are in the process of applying for financing to purchase a new home ( with another lender ). Nationstar offe red me a loan modification in late XXXX . I paid the three trial payments, and was then permanently modified. When my new lender pulled my payment history, the three trial payments for the modification period showed as my loan being in forbearance. My loa n was never in forbearance. This is now holding up my financing process with the new home - which I am about to lose to another buyer. I have spoken with Nationstar numerous times, and I have also sent numerous emails to their research department ( as instructed ) with NO response. I just received my most recent statement as well - they have been collecting legal fees from me as well without my knowledge, and for no reason. I finished a successful Chapter XXXX in XXXX XXXX , and no legal fees should be due at ALL. I need help. No one is responding - talking to customer service is absolutely useless.
Company Response:
State: MA
Zip: 01876
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar Mortgage claims we owe 2 months payment. The problem is we have been in bankruptcy for the past 5 years. We were supposed to have been discharged in XXXX . Then Nationstar comes back and says we owe 2 months and yet we have satisfied all payments to the trustee of Ch. XXXX . I have continuously provided Nationstar with bank statements through my bankruptcy attorney and yet they do n't seem to find the payments. To begin with I have never missed a payment to XXXX XXXX XXXX who first held our mortgages, then now to Nationstar. The reason we got into bankruptcy because we fell behind in our mortgage payment. Now we have satisfied the requirements for discharge, then Nationstar comes along and says we owe two months of this year- XXXX and XXXX . I called them on XXXX -2017 and spoke to XXXX , he told me I was up to date in my payments and he did n't know was going on, and he was going to submit an inquiry into the matter. He went on say that it would take a week, but we never heard from him or them again. Since then XXXX XXXX from the bankruptcy attorney has been communicating with Nationstar attorney XXXX XXXX . Then on XXXX -2017, XXXX sends me text saying Nationstar received XXXX 's payment and that they will apply it to XXXX 's. I called on XXXX -2017 to XXXX and spoked to XXXX in the bankruptcy department, and claims that the default in payments goes back to when XXXX XXXX XXXX had the mortgage during the initial stages of our bankruptcy. That is not possible, as we had taken care of that problem about 2 to 3 years ago, and yet they are bringing up matters that have already been resolved. I am trying to get discharged s o that I can refinance my home and get my title to my truck and move on with our lives, but that does n't seem to be the case with Nationstar. I have prove from Nationstar sent us a letter that Pre-Petition Default P ayments have been paid in full to cure the default, contradicting XXXX 's assertion that we still owe. Please help us with this dilemma, I will provide with whatever documentation is required and also they keep on raising my escrow payment and yet we never see a dime of any money that is left over from after them paying the taxes on our house.
Company Response:
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2017-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: NATION STAR FILLED A SATISFACTION OF MORTGAGE. I NEED A LETTER FRO M NATIONSTAR WI TH THEIR LETTER HEAD STATING THAT I OWE NO MORTGAGE WITH MY NAME ON THE PROPERTY XXXX XXXX XXXX NATIONS STAR 'S COMPUTERS STILL SHOWS I HAVE A MORTGAGE i saw that NATION STAR MORTGAGE filed a satisfaction of mortgage with XXXX . this doc was available in XXXX . I downloaded the satisfaction of mortgage doc and sent it to them for verification, they 're still showing that i have a mortgage with them. it 's over 2 months now since i sent them the document and been calling them almost every day with no response as to why they have n't verified their own document. They sent it to a research team that ca n't be reached but only internally. I ca n't get no phone number or email for this research team. so I 'm just stuck with a satisfaction of mortgage saying the mortgage has been discharged, but nation star still has a mortgage with my name on it. I verified my credit reports and the mortgage has been removed. I need help, i ca n't wait for a year for them to verify in their dept a document their company filed
Company Response:
State: NY
Zip: 11354
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have already tried to get my money back from XXXX XXXX but have not gotten any as of yet. My real complaint is against Nationstar Mortgage. They are not really trying to work with me on my mortgage modification. They are using things I do not understand to turn me down and when they do send me a modification it is less than 50 dollars from what I am paying now. I have filled out several modifications and none have been successful.
Company Response:
State: IN
Zip: 47715
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I just received a letter from Nationstar Mortgage that I have discussed possible alternative to foreclosure and received an application from me for a foreclosure prevention alternative. This is a lie. I never discussed nor applied for a foreclosure prevention alternative with anyone at Nationstar. The most ri diculous thing about this is the assertion that it has been denied. Denied something I did not asked for. When I called my dedicated loan specialist XXXX XXXX on XX/XX/XXXX I asked specifically for the status of my HAMP Loan Modification I applied for in XX/XX/XXXX that is yet to be resolved. Nationstar unilate rally resolved the modification by denying me the modification and try to sweep it under the rug. XXXX XXXX also told me the modification is over because th e Modification Program en ded in XX/XX/XXXX . I am still in for the Program regardless of XX/XX/XXXX deadline. If I am out, then everyone who applied for it before XX/XX/XXXX are equally out. Know they in so I mi ne. Nationstar can not unilaterally deny me the modification because it has to be by a bilateral resolution. Is a commitme nt Nationstar has to fulf ill by modifying the loan because Nationstar sign ed HAMP Participating Agreement in the past committing itself to HAMP Loan Modific ation Program. Also, I just received 3 regist ered mails for a foreclosure sale scheduled for XX/XX/XXXX . They are similar to the ones I received on XX/XX/XXXX fro m XXXX XXXX , XXXX . The letter said please find enclosed advertisement for the foreclosure sale published in XXXX XXXX XXXX There is no advertisement for the foreclosure sale published in XXXX XXXX XXXX enclosed in the letter. That is not true
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi my name is XXXX XXXX . I found some new information regarding my home and foreclosure process. In the XXXX Count y Recorders Office I noticed a RESCISSION OF NOTICE OF DEFAULT AND ELECTION TO SELL UNDER DEED OF TRUST recorded on XXXX XXXX , XXXX Book XXXX Page XXXX . I dont know how Nationstar Mortgage , LLC and XXXX XXXX , a Law Corporation is trying to proceed with the sale or even posting a Trustees Sale when I have not yet received a Notice of Default. How is it that they recorded a Rescission of Notice of Default but put the property on sale without Notice of Default ? I have some concerns with servicer trying to foreclose on my home. I have sale scheduled for XXXX / XXXX / XXXX after checking some online auction sites they say my sale is active foreclosure. Im worried that Nationstar Mortgage, LLC my servicer will proceed with my foreclosure sale even though I have mailed out a complete loan modification packet to them. Called them and they said im under loan modification review. I know that if they do proceed with the sale they will be in violation of the California Homeowners Bill of Rights Act.
Company Response:
State: CA
Zip: 95827
Submitted Via: Web
Date Sent: 2017-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX ( XX/XX/XXXX - XX/XX/XXXX ) My ori ginal FHA mortgage lender from XX/XX/XXXX . A fter my divorce in XX/XX/XXXX , I attempted to sell and then short sell the property when the expenses became to high with a XXXX year-old and XXXX . I received only one cash offer, which XXXX XXXX denied. On XX/XX/XXXX , I began my attempt at a modification payment, even though they were higher than my original mortgage payments. After my first two of three trial payments ( XX/XX/XXXX and XX/XX/XXXX ), I received a letter that my loan had been transferred/sold and to direct all my contact and payments ( XX/XX/XXXX f orward ) directly to XXXX XXXX XXXX XXXX in XXXX XXXX , NJ. XXXX XXXX XXXX XXXX ( XX/XX/XXXX - XX/XX/XXXX ) O n XX/XX/XXXX , I made my final modification trial payment electronically via my bank account. On XX/XX/XXXX I made a payment for the same amount, as my Case Manager at XXXX was unable to tell me what my new payments would be now that the trial payments were complete. On XX/XX/XXXX I n oticed that the payment was debited back into my bank account with the note " XXXX XXXX Cor Pay Refund ''. Upon this discovery, I placed numerous emails to assigned Case Manager who suggested I submit another payment for XX/XX/XXXX along with XX/XX/XXXX payment. Towards the end of XX/XX/XXXX , I then received a check for returning all of my payments to XXXX . My Case Manager had no answer for me why any of this was occurring. Out of frustration, I stopped making payments and prepared for foreclosure. On XX/XX/XXXX , I discovered the option of a Deed-In-Lieu of Foreclosure and decided to pursue this avenue. I felt this was the responsible and correct thing to do, especially with XXXX young children. After numerous calls and requests to XXXX XXXX XXXX XXXX , I finally received a Deed-In-Lieu packet to complete one month later, late XX/XX/XXXX . On XX/XX/XXXX I submitted all the information they required. Shortly after, the property was completely vacated and broom swept. XXXX completed all of their assessments and appraisals, winterized. locks changed and posted the property as vacant. I asked my Case Manager if I needed to check on the property, and was informed that XXXX would check in on it periodically. I received my final settlement packet ... Except it had my ex-husband 's name on it, and his name was never on the mortgage or deed. For the next year, XXXX would insist he signed the paperwork, and I refused as I knew his name was not on the home, and did n't want him involved in all the paperwork. He had relinquished the home to me in our Final Settlement Agreement with our legal Divorce, which they had. I was finally informed that my ex-husband needed to complete a Quitclaim Deed. This Quitclaim Deed was comple ted on XX/XX/XXXX . On XX/XX/XXXX I submitted a complete packet! Please keep in mind, over these 6 years so far, all of my bank statements and tax forms, etc. expired after 3 or 6 months and needed to all be resubmitted. I ca n't count how many packets I have completed! Late XX/XX/XXXX I received a phone call from XXXX XXXX XXXX XXXX saying they couldnt complete the final inspection because there was a family of XXXX living in the property! I asked them how this could happen, as they were responsible for the property since they changed the locks and posted it. They just repeated the same line about We are invested in the property or something like that. I went to the Police and discovered a family of XXXX living in the unit sinc e XX/XX/XXXX - over three months. I then filed an eviction at which the judge allowed the family to reside in the property until XX/XX/XXXX . I inf ormed XXXX , who said until then, everything was on hold. On XX/XX/XXXX , t he family had moved out according to the neighbors, but now I was locked out of the unit. Shortly thereafter I received a letter that my mortgage was sold to Nationstar Mortgage o n XX/XX/XXXX - the day before the legal eviction! NATIONSTAR MORTGAGE ( XX/XX/XXXX -PRESENT ) On XX/XX/XXXX I contacted Nationstar Mortgage, and informed them that I had been attempting a Dee d-In-Lieu and wanted to continue doing so. I asked for any paperwork, and they said they had all my paperwork from the previous lender. I just needed to complete a Confidential Statement of Information. I completed this and emailed it ( as well as my last completed packet with XXXX ) back less than an hour later. I immediately received an automated confirmation email that my document and email was received and was being processed. B y XX/XX/XXXX I didnt hear back from Nationstar so I followed up and was told that there was another page that needed to be completed. I was sent the same document as before, but with one additional page. I completed these and emailed them back, along with the previous XXXX packet ( again ). Shortly thereafter I was assigned a Deed In Lieu Specialist who informed me she would order a BPO. I informed her that I did not have keys to the unit as XXXX changed them on me, and the squatters locked me out. She said she would do what is needed to have a lockbox put on the door and the BPO completed. O n XX/XX/XXXX I received a message from my Deed In Lieu specialist saying, Im emailing you to let you know I will have to cancel the deed in lieu for your file by tomorrow if I have not heard from you to get the bpo ordered for this file we need to get a realtor inside the property to take pictures your file is on hold. When I called her to remind her of the sqautter/key situation, she also claimed that Nationstar never received any paperwork. On XX/XX/XXXX I sent all the documents again. On XX/XX/XXXX , the Deed In Lieu Specialist confirmed she received the documents and would let me know if she needed anything else. On XX/XX/XXXX my Deed In Lieu Specialist informed me that she needed a fw9 completed, an d separate letters for each payoff amounts for each lean from the HOA. The HOA explained to me that it was a running balance and they couldnt really separate the amount into separate letters. On XX/XX/XXXX I sent my Deed In Lieu Specialist the fw9 and payoff letter from the paralegal for the attorney representing the HOA. The Deed In Lieu Specialist stated she needed a statement through XX/XX/XXXX . On XX/XX/XXXX the attorney replied We can not give you a definitive payoff amount through XX/XX/XXXX . The as sociation assessments are recurring monthly fees, plus late interest and legal fees and costs to collect this debt. I believe we provided XXXX XXXX with a payoff through XX/XX/XXXX and we can update the payoff in XX/XX/XXXX . On XX/XX/XXXX The DIL Specialist replied, Then you will be responsible for paying your HOA Bill every month until we close otherwise it will continue to come up on the title and we will not be able to close with any title lien issue showing up on the title once you have paid the HOA bill send me a copy showing it has been paid in full an the balance owned is at a XXXX balance. Here was my response which brought me to contacting you : I am not sure why making a settlement with the HOA is such an issue for you/Nationstar. XXXX XXXX ( t he prior mortgage company until mid XX/XX/XXXX ) had n o problem making a settlement agreement with the HOA quickly and directly. It seems that you are asking for something irregular. I am sure the HOA 's law firm has dealt with this issue plenty times before - and I am sure they want to be paid. I will be contacting the Consumer Financial Protection Bureau ( CFPB ) to see if this is regular and appropriate practice. I will not be paying any of these dues as I am a part time employee with XXXX children and {$120.00} total in the bank, and no assets. My expenses ( rent and electric ) exceed my monthly income and I have no savings. From day one ( approximately XX/XX/XXXX ) , all I have tried to do is work with the XXXX mortgage companies ( XXXX , XXXX XXXX , and Nationstar ) years to transfer the property ownership to the mortgage company, and take care of my responsibilities. I attempted to sell, short sell, modification and deed in lieu - all without success. It seems that it is in Nationstar 's best interests to drag this out so I have no choice but foreclosure, so you can assess even more fees until then. All this being said, has the BPO been completed yet? I know you keep asking me for keys which I keep telling you I do not have after the squatters finally left and locked me out. Prior to the squatters the unit was winterized and posted by XXXX XXXX and was posted. It is no surprise that they sold the loan to you the day before the legal eviction. Please contact me via email only from this point forward so I have all communication in writing. Shortly thereafter I received two emails from my DIL Specialist, The bpo has been completed and Per management ask the HOA Company for a payoff out until the end of XX/XX/XXXX . All in all, I dont think this all should have taken 6-7 years! Most people would just walk away and foreclose I almost did myself but I want to do the right thing.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2017-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A