Date Received: 2017-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An escrow analysis was done by my Mortgage company on XXXX in which there was an escrow shortage of $ XXXX (see attachment Escrow XX/XX/XXXX ). I discovered the change was due to my hazard insurance so I called XXXX , my insurance company to figure out why my premium had increased. They told me that because I lost the bundle discount (auto and home) that my premium increased. So I changed my Hazard insurance to a more manageable premium (see attachment XXXX insurance XX/XX/XXXX ) I received a check for the difference of the remaining policy and sent an escrow payment on XXXX to Nationstar in the amount of $ XXXX bringing my escrow balance to $ XXXX from a deficit of $ XXXX . Then I sent this message: --Original Message-- From: XXXX Date: XXXX XXXX XXXX To: XXXX Subject: Escrow (Tax/Insurance/Other) I am contacting you to request a new escrow analysis reflecting the changes made to my homeowners insurance (Hazard Insurance). Thank you. See attachment (Nationstar Response #1 Case ID XXXX ). My interpretation was that they were refusing to do a new escrow analysis. However, within their response I observed the following line: "However, your insurance provider is XXXX XXXX XXXX . If you still want to run new escrow analysis then please reply back to this message and we will be happy to assist you.." So I replied with this message: --Original Message-- From: XXXX Date: XX/XX/XXXX XXXX XXXX To: XXXX Subject: Escrow (Tax/Insurance/Other) I WOULD LIKE YOU TO RUN A NEW ESCROW ANALYSIS. See attachment (Nationstar response #2 Case XXXX XXXX ). Which again I wasn't feeling very confident that they were going to do a new escrow analysis and the new payment of $ XXXX is due on XX/XX/XXXX . At this point I began researching Real Estate Settlement Procedures Act (RESPA) and sent an email requesting again for an escrow analysis or some alternative solutions (see attachment Email to Nationstar XXXX ) And their response (Nationstar Response #3 Case XXXX XXXX ). I then contacted Nationstar on XX/XX/XXXX to provide a copy of the update d XXXX Hazard Insurance p olicy (attachment Allstate insurance XXXX ). Also, on XX/XX/XXXX I mailed a copy of attachment (Email to Nationstar XX/XX/XXXX ) to fulfill Qualified Written Request and sent a copy of the XX/XX/XXXX Property tax notice and updated hazard insurance (attachment XXXX insurance XX/XX/XXXX ). I then received a new escrow analysis on XXXX see attachment ( XX/XX/XXXX Escrow Analysis). Where Nationstar Mortgage is still using an anticipated disbursement for Hazard insurance of $ XXXX . Then on XX/XX/XXXX I received a resolution letter through secure email and is attached as ( XXXX ). As alluded to in the resolution letter they place the blame on XXXX for requesting an additional payment. When I contacted XXXX on XX/XX/XXXX they related that they sent them the new policy plan but did not request an additional payment as the new payment wasn't due until XX/XX/XXXX . So I responded with the following email on XX/XX/XXXX : The paperwork you received from XXXX was an update to the policy and they were not requesting a new premium be sent. The anticipated hazard insurance was the paperwork you received from XXXX that you (Nationstar Mortgage) sent payment without request an additional payment of $ XXXX before the disbursement due date. Please do an escrow analysis with the anticipated disbursement of XXXX rather than the incorrect anticipated hazard insurance premium of $ XXXX reflected in the XX/XX/XXXX escrow analysis. If you still maintain that XXXX requested an additional premium of $ XXXX please attach the paperwork for my review. --- Originally sent by XXXX on XXXX XXXX XXXX XXXX XXXX --- I have been working on a resolution to this escrow shortage since I discovered it on XXXX XXXX XXXX So I could make my mortgage payment on XX/XX/XXXX . Now its XX/XX/XXXX and I am still relatively where I started with a $ XXXX mortgage payment looming that is an increase of $ XXXX . Please help.
Company Response:
State: CO
Zip: 81001
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am in desperate need of assistance. I submitted a modification packet t o Nationstar howe ver they are refusing to review my modification packet. I have tried to work with them and have provided all documents needed to be evaluate for a new work out option. In the previous complaint I submit trough the CFPB agains t Nationstar wa s because they were not using 100 % of my income therefore I got denied because I was deficit. I am making {$5400.00} per month and my monthly expenses are {$3900.00}. These expenses include my current mortgage payment. I have even email my application to a supervisor and still no responds. I do not want to lose my house is all I have. Please help me I am in desperate need of assistance.
Company Response:
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Nationstar Mortgage is attempting to collect a debt without any legal authority. According to Nationstar Mortgage, I owe {$290000.00} and I 'm 77 months past due. I have not made any payments to Nationstar Mortgage since the alleged transfer of servicing of the loan in XXXX XXXX . Nationstar contends they are servicing the debt for the XXXX XXXX XXXX XXXX XXXX . The XXXX XXXX XXXX XXXX XXXX was the purchaser of the property in a foreclosure sale in XXXX XXXX and is the legal title holder of the property. XXXX XXXX XXXX , XXXX 's predecessor claims I owe XXXX XXXX XXXX XXXX XXXX rent as a result of the foreclosure sale. XXXX XXXX XXXX and Nationstar Mortgage is playing a cat and mouse game to harass and defraud me. It 's impossible to be responsible for rent and the debt that was foreclosed. XXXX XXXX XXXX and Nationstar Mortgage ca n't get their lies in sync. I 'm currently litigating with XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX in a pending lawsuit since XXXX XXXX for wrongful post-foreclosure eviction, cancel trustee 's deed, recover title to my property, and numerous fraud claims. I 've attached an excerpt from XXXX XXXX XXXX XXXX XXXX 's answer asking for rent in XXXX XXXX during the pendency of the lawsuit. I 'm attaching documents to substantiate my claims. I 've filed over XXXX CFPB complaints, review my history. The truth does n't change. XXXX XXXX XXXX and Nationstar in their capacities as XXXX XXXX XXXX XXXX XXXX 's servicers ca n't get their stories straight. Of course, it 's too much for the big law firms representing these large financial institutions to admit they 're wrong. They would rather conspire with each to commit fraud to right their wrong.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX sent a request for information and notice of error ( QWR ) to Nationstar on XX/XX/XXXX . Nationstar received this QWR on XX/XX/XXXX , as evidenced by a signed return-receipt. Per RESPA, Reg. X 1024.35-36, Nationstar should have responded to XXXX XXXX 's QWR by XXXX XXXX , XXXX ( XXXX business days from receipt ). It is now, XXXX XXXX , XXXX and XXXX XXXX has not received a response to his QWR. Time is of the essence in this case, as there is a law/sale date scheduled for XXXX XXXX , XXXX . XXXX XXXX requested the following documents from Nationstar : 1. A complete account history for the life of the loan showing how each payment was applied to interest, principal, escrow fees or charges, and the suspense/unapplied account ; 2. A copy of each escrow analysis conducted on my account since XXXX XXXX ; 3. An itemized statement showing all costs and fees that may have been assessed to the loan account for the life of the loan including but not limited to late fees, inspection fees, broker price opinions, foreclosure fees, bankruptcy fees, and attorney fees ; 4. Copies of any loan modification trial plans, permanent modifications, and/or forbearance plans ; 5. Documentation showing my approval for a loan modification, trial payment plan, forbearance, special forbearance, and/or any other loss mitigation program, spanning XXXX XXXX to the present ; and 6. Documentation showing my denial for a loan modification, trial payment plan, forbearance, special forbearance, and/or any other loss mitigation program, spanning XXXX XXXX to the present. XXXX XXXX also asked Nationstar to investigate why his payment suddenly increased from {$1800.00} to $ 2,500+, following a permanent modification in XXXX XXXX . XXXX XXXX complied with all of Nationstar 's request during the modification process, and the sudden increase is more than likely due to a Nationstar escrow miscalculation. Nationstar has failed to explain to XXXX XXXX why his payment increased by $ 700+ making his newly modified payment unaffordable.
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have applied for a loan modification and was denied due to " Insufficient Monthly Payment reduction '' at this time my interest rate is 6 % and I am working as a sales person and I also have rented a room out to try to make ends meet, I can start making payments but this is the answer I got, Nationstar is refusing to lower my interest rate and modify my loan so I can afford to keep my house.
Company Response:
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Dear CFPB, RE ; XXXX - XXXX , XXXX XXXX XXXX , XXXX , XXXX I am writing to you because I 'm in the process of purchasing a property thru XXXX a division Nationstar Mortgage who accepted my offer on the above property as of XX/XX/17 . Even though XXXX a division Nationstar Mortgage made me pay up front a fee of {$25000.00} just to make an offer on the property my offer was accepted as of XX/XX/17 . I received the purchase agreement from XXXX a division Nationstar Mortgage who requested for me to sign the documents via XXXX , at the same time I was assigned to XXXX XXXX who identify her self as the point of contact. As of XX/XX/2017 an email was sent to me requesting for me sign the purchase contract which XXXX a division Nationstar Mortgage had confirmed my offer was accepted. Now as of XX/XX/2017 XXXX XXXX email me stating that because of my background my offer was cancelled and they accepted another offer which it was higher from my offer. At that point I was shocked since XXXX XXXX pretty much told me that because of my background XXXX a division Nationstar Mortgage refuse to move forward with my offer even though the offer was already accepted at that point. I requested for XXXX XXXX manager and she hang up the call, now after calling XXXX a division Nationstar Mortgage phone # XXXX . XXXX a division Nationstar Mortgage keeps telling me that they are no longer going to speak to me because the property that I made an offer was already in the process of getting sold to someone else and no manager was available since they were all out of town. Please please all I 'm asking is for help to stop XXXX XXXX and XXXX a division Nationstar Mortgage from discriminating me and my family. All I 'm asking is to continue with the purchase of my dream home and I feel this is not fair for me and my family. XXXX XXXX Cell # XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I got behind due to an unfortunate unlawful incarceration which I 'm trying to recover from and i explained the situation to them and they were very willing at the time to work with me they stated they wanted XXXX payments right away I sent them XXXX cashiers checks on XXXX they sent a statement in XXXX and the payments were not reflected on the statement and when I called the stated they never received them so i sent them confirmation and never heard anything back from them then on XXXX I received the cashiers checks back and they were stamped with they deposit info so they held them a month stated they never got them then sent them back asking for XXXX they returned almost XXXX
Company Response:
State: AZ
Zip: 85331
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 1 ). I have sent to a 1 ). I have sent to a Cali fornia Beneficiary Information reque st Nationstar which claims to be the servicer of the mortgage of the loan for my home. This was done to notic e Nationstar that there is a error in the loan balance and to help modify the loan. Nationstar has refused to return the information as required by the California Civil Code Section 2943. See attachments. 2 ). I email the California Beneficiary Information Request through NACA to present to the Nationstar on XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX . To my knowle dge Nationstar has not returned to NACA the requested information. 3 ). Nationstar through a substituted trustee is currently dual tracking the mortgage on the home. I 'm in the process of review for a modification and Nationstar through Quality Loan Service have a trustee sale date s cheduled for XXXX XXXX , XXXX for the home. 4 ). The modification that is being offered by Nationstar is well above the threshold for HAMP and the modification offer is around 43 % of my gross income. Request Nationstar which claims to be the servicer of the mortgage of the loan for my home. This was done to notice Nationstar that there is a error in the loan balance and to help modify the loan. Nationstar has refused to return the information as required by the California Civil Code Section 2943. See attachments. 2 ). I email the California Beneficiary Information Request through NACA to present to the Nationstar on XXXX / XXXX / XXXX , XXXX / XXXX / XXXX , XXXX / XXXX / XXXX . To my knowl edge Nationstar has not returned to NACA the requested information. 3 ). Nationstar through a substituted trustee is currently dual tracking the mortgage on the home. I 'm in the process of review for a modification and Nationstar through Quality Loan Service have a trustee sale date scheduled for XXXX XXXX , XXXX for the home. 4 ). The modification that is being offered by Nationstar is well above the threshold for HAMP and the modification offer is around 43 % of my gros s income.
Company Response:
State: CA
Zip: 91766
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX , XXXX I contacted my mortgage lende r ( Nationstar ) to reques t information about my adjustable rate mortgage. It was scheduled to reset ( for the second time ) beginning with my XXXX XXXX payment. I have on file a statement from them indicating that my 3.5 % mortgage rate was good through XXXX XXXX XXXX . On XXXX , XXXX a new statement was sent to me indicating that, beginning XXXX XXXX , XXXX , my interest rate would increase to 4.0 % and my payment would increase by {$130.00}. I received NO correspondence, written or electronic, that this increase would occur. In fact, I was told by phone that my 3.5 % rate was good through XXXX XXXX , XXXX and my XXXX XXXX , XXXX statement indicates the same. I am about to cont act Nationstar to tell t hem about their error.
Company Response:
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-04-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage and escrow account with Nationstar Mortgage. This month they took an additional amount from my checking account. After the fact they sent me a letter saying my payment was changing due to changes in my Escrow impound account. I reviewed the escrow analysis and everything was incorrect. They had the amounts incorrect and they also had the dates payments were due as incorrect. I was able to fix the amounts but they still have incorrect dates as to when payments are due and this is causing a shortage in my account and they want additional money. I have called them numerous times and sent them documentation as to the correct dates my payments are due. I even had a conference call with them and the XXXX ( XXXX XXXX ) tax office to confirm amounts and dates due. My county taxes are due on XXXX but they have the payment date as XX/XX/XXXX My property taxes are due XXXX and they have the payment date as XX/XX/XXXX This really impacts my cash flow as they want the money in the account by XX/XX/XXXX / XX/XX/XXXX when the bills are not due until XX/XX/XXXX / XX/XX/XXXX . Last year they had the correct dates.
Company Response:
State: VA
Zip: 23139
Submitted Via: Web
Date Sent: 2017-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A