Date Received: 2017-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have received your response to our complaint that we issued against NationStar Mortgage 's ' handling of our mortgage account XXXX XXXX ) and request for mortgage assistance. Just to clear up any confusion, we are still in the same position ( we did not receive any help ), but was approved for a modification that would increase our payments. This is nothing but a distasteful joke as we can not afford current payments because of the present one income, nevertheless the payments are running behind and instead of easing the burden while our income is much lower, our payment have increased an HOA dues in the amount of {$5800.00} are due. I have contacted Nations Star and a represented tried to explain and then transferred the call and I was transferred again. As of XXXX XXXX , XXXX , I call requesting to speak with a supervisor, but was told none were available, but if I was " calling about the mortgage assistance, there is nothing a supervisor could do because your escrow is short ''. In essence ; our payment increased because we are running behind, Is this an answer to helping mortgage consumers? This is only doing what mortgage companies would need consumers to do, which is pay more to catch up, there is no need for modification when it turns out this way. What more do I need to do so that we could get help with our mortgage? Today, XXXX XXXX , XXXX I called and spoke with XXXX at XXXX XXXX XXXX XXXX , who answered the call in the Bk department. Our designated person to speak with has not return my recent phone calls. I express to XXXX , the modification was unacceptable and we could not accept the present terms, also someone keeps placing collections notes on our door to call the mortgage company although we are behi nd TWO payments, although this can add up, this collection method is demeaning and unnecessary. Lastly, the HOA dues needs to be address as quickly as possible. Our attempts to resolved these matters with Nations Star has fell on deaf hears. Nationstar 's ' violations and penalties is not without concern as we have seen this spill over and affect our ability to communicate and resolve any financial issues.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2017-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My Mortgage was recently transferred from XXXX XXXX to XXXX XXXX Mortgage. I was told that starting XXXX XXXX I was to set up an account to have my XXXX payments deducted. XXXX was no longer managing payments. I c alled Nation Star and they said a packet would be sent by XXXX . If I did not receive it by that time to call. I did not receive it by XXXX and I called in. The rep gave me my new loan #. I set up an account on XXXX my money was taken out. Then on XXXX another payment was taken out. On XXXX XXXX , I called to find out wh y two pay ments were taken out the representative ( XXXX XXXX ) w ho gave me her phone number XXXX XXXX XXXX XXXX , told me that XXXX may have taken it out as well. I confirmed that my account with XXXX was closed. The representative and I placed a conference call with XXXX XXXX XXXX XXXX ( Spo ke with XXXX , XXXX XXXX XXXX Representative ). He confi rmed all my payments were made until XXXX . They did not take out XXXX . I was issued a credit to my account. I went online to check the next day and there was a pending payment for XXXX still in my account. On XXXX XXXX , Nation Star too k out the amount again. I placed another call to Nation Star about this and was told after 45 minutes that a manager named was informed and I would have the money refunded within 48 hours. That has not happened. Also, every representative I spoke with at Nation Star gave me their phone numbers but stated they usually can n ot be reached on these numbers. I tried to reach XXXX and phone rang o ver ten times. I trie d her phone number many times throughout the week and the phone just rang. I do not understand why no one can direct me to a phone number where calls can be returned. I find this highly unprofessional. Also anytime I asked a representative why this was happening with the payments they could not tell me. They also were unaware of the transfer issues. It seems that no training has happened to assist your representatives on how to handle these situations, which I find very disheartening. I do not have the time to spend on the phone at work or to have double payments taken out.
Company Response:
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a complaint on file submission number XXXX against Nationstar Mortgage and XXXX XXXX XXXX XXXX . My property address is XXXX XXXX XXXX XXXX , TN XXXX . Nationstar Mortgage received a certified copy of my complaint on XXXX XXXX , XXXX and XXXX XXXX XXXX XXXX received a certified copy of my complaint on XXXX XXXX , XXXX . Neither provided any written response to my documented complaints. Today XXXX XXXX , XXXX I discovered that XXXX XXXX XXXX XXXX has filed trustee 's deed paperwork in the Tennessee register of d eeds office XXXX XXXX XXXX dated XXXX XXXX , XXXX suggesting that they have foreclosed on my property and that the property has been sold to XXXX XXXX -BACKED PASS -THROUGH CERTIFICATES XXXX XXXX XXXX XXXX XXXX XXXX XXXX AS TRUSTEE for {$72000.00} as the highest and best bid offered and deed of trust transferred to the same. They allege that said sale was postponed until XXXX XXXX , XXXX and I received no written notification or other correspondence from XXXX XXXX XXXX XXXX n or Nationstar that there would be a foreclosure sale on that date. They have committed fraud and conversion against me and used deceptive tactics in an attempt to rob me of my home. I further do not believe that there was a legal, public, foreclosure sale held in reference to XXXX XXXX XXXX XXXX , TN XXXX . I have not voluntarily granted the deed to my home to any entity and I have received no correspondence addressing my previous complaints, nor indicating that any deed transfer would take place on XXXX XXXX , XXXX . Their actions are malicious, deceptive, and violate the Fair Debt Collection Practices Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38118
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have just been issued an order to leave my property in two weeks to ten days. XXXX XXXX XXXX dropped my loan in XXXX XXXX XXXX without cause. I continued to pay my mortgage once they found the account in XXXX . In XXXX XXXX XXXX , they refused to account my payments to the mortgage through XXXX XXXX XXXX . By XXXX XXXX XXXX , XXXX XXXX XXXX r emoved for a new mortgage lender NationStar that refused my information ( personal and property ) for not being conducive to what XXXX XXXX XXXX h ad sent them in the sale. I have been under ID Fraud and Credit Fraud s ince XXXX XXXX XXXX ( documented and proven at XXXX XXXX major credit reporting agencies on background and credit and account fraud affects ... starting with my primary bank account at XXXX XXXX ). Nationstar was adding to this problem. I have an HOA that tried to move a Foreclosure in XXXX XXXX XXXX for l ess than XXXX owed. Nationstar tried to collect back debt for XXXX XXXX XXXX and XXXX XXXX XXXX d enied that they were. Nationstar moved a Foreclosure for XXXX XXXX XXXX , was removed and moved another one on their own against myself and the HOA. The County Commissioner finally held a sale and put my house under XXXX XXXX , no one has room for recovery under ID Fraud and Theft, including XXXX XXXX denied me Unemployment last year as a XXXX XXXX XXXX XXXX XXXX that worked mainly out of state in XXXX ( also remotely ) in XXXX .
Company Response:
State: SC
Zip: 29414
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband passed away and was the bread winner in our family. When he was ill XXXX modified our loan at 2 %. When my husband passed away I could not get any survivor benefits until I was XXXX yrs old. I was able to keep payments up for pretty muc h s year I then let XXXX know my situation and asked if there was anything we could to to help me make my payments until I turned XXXX which was about 12 mo away at that point. They had me do paperwork and was with the underwriters review when my XXXX XXXX loan was sold to Nationstar. I called immediately explained what was going on and was told they would do nothing to help me. They referred me t o HOPE. The hope counselor and I had three way call with NS and asked if t hey took the Keep Your Home Calif program all the time they told us. So I did the paperwork went through process and just as I turned XXXX was approved . NS then after allowing me to get behind all those payments because I called every two to make sure we were good NS would tell me no worries. Never harassed me for payments just let me go through process like it was the norm when they refused KYHC I could n't understand I had just started getting husband 's benefits and could easily have resumed my payment at 2 % interest and KYHC would have caught me up. NS said no worries we 'll modifiy you for these back payments they sent mail saying if you make your first three paymen ts of XXXX on time we will modify. I did and then was sent modification paperwork where their modification was really raising my interest from 2 % to 4and a quarter and m y payments were now XXXX when I said what was the XXXX I had paid for the first 3 months they told me oh that was for impound account which they never once mentioned. At the time interest rates were XXXX to XXXX and I was at XXXX and a quarter. They new I would n't be able to pay more. I have fought with everything I have since then because to lie say we take KYHC and let my payments go from 3 b ehind when I applied to then 13 months behind then raise interest rate make it unaffordable really speaks to the fact that I everything they did was for financial gain not in good faith to help me.i have continued my fight applied again for modification with NS that no matter how hard you try they never get all your paperwork. I finally cAlled XXXX XXXX to ask them to help me make them get my paperwork they spoke with them I was told that they just needed a be document so I kept a loan specialist on the phone until she told me that she received that document all my paperwork in and was denied because said all paperwork not in. I was assigned a loan specialist along time ago which no had many times I called he never answered and never returned my calls I do n't think he even exsidted. I now owe them XXXX back payments owed XXXX when this started and they want my house because I have XXXX to XXXX in equity it very obvious that is why they wo n't help me I have lived here 40 years my husband and I made our payments for XXXX of those years stayed in our home because we wanted the equity for our retirement I believe Nationstar has done all of this for their financial gain and I believe the thSt is fraud why should they keep putting me off let what I owe them grow and then take my house because they will make about XXXX to XXXX on top of what I owe them that is fraudulent I am tried of the lies. Had they taken KYHC th e junior lien would have fallen off in XXXX and I would have paid so much more if my principal down and reversed mortgaged my I have n't been able to move on with my life because I have had to fight so hard this is my home not NS 's and I thought lying to me for financial gain was fraud they also lied to you when I wrote to Obama and t he White House for warded my letter to you they said they did n't take KYHC because I was n't in modific ation and that was lie please help me keep my home
Company Response:
State: CA
Zip: 95409
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Your company failed to provide the required notice of additional required documents within five ( 5 ) business days in violation of Regulation X, 12 C.F.R. 1024.41 ( b ) ( 2 ) ( B ). Therefore, this client 's application is entitled to be treated as facially complete pursuant to Regulation X, 12 C.F.R. 1024.41 ( c ) ( iv ). The LMP was submitted to the lender on XXXX / XXXX / XXXX - the lender has been requesting additional docs since the submission of the LMP - a missing items letter has never been sent or received- on XXXX XXXX , XXXX we were advised the file showed all docs and it was being escalated for review - on XXXX XXXX , XXXX the lender informed us when XXXX called that their was something else that was needed for the review - the requested hardship affidavit was submitted the same day - the sale date is still set on this file for XXXX / XXXX / XXXX which should be placed on hold for this review
Company Response:
State: CA
Zip: 91945
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have had nothing but problems with Nationstar Mortgage. They have inappropriately initiated foreclosure on our property twice, are never reachable by telephone nor do they return calls, e-mails or messages sent via their website. Payments were refused and returned to my bank by Nationstar Mortgage despite the fact that our modification paperwork had been approved, then we are told that something was missing and it is denied without notification to us. It took me filing a complaint with the BBB to get a phone call ( just before the BBB deadline to reply ). The person I spoke with said our modification documents did not have the notary seal on th em ... Yes, they sure did. Said the y would have our documents pulled and review to see if the seal was on them and call me back. Took me several more phone calls and messages over several weeks to get a response and finally I received a voice mail that the documents were pulled and that they did indeed locate the notary seal and that they would see what they could do to " push '' the modification through. I received a call stating that 4100+ ( n ot the exact amount ) was required to bring us current through XXXX and they could then book the modification. I sent in XXXX and it appears the payments were all posted as separate monthly mortgage payments made on the same date in XXXX XXXX so it does lead me to believe that th ey may finally be getting our mortgage modification booked as they said they would. I do not believe we should be responsible for the interest that could have been saved had our payments posted and not been returned/refuse d by Nationstar when we made them in XXXX , XXXX and XXXX XXXX . They have also tacked on legal fees that should not be our responsibility. I am a nurse and am a pretty understanding person. I am not a sue happy person, however this company is really doing society wrong. If I could afford a lawyer, I am 99 % confident that I would own my home without any further mortgage payments ... in fact Nationstar would probably end up owing me ( along with many other customers they have ). Today when I logged on to Nationstar 's website, I noticed that a sample statement which is supposed to explain to customers how to read their statement has an actual property address listed. When I looked up the property address via google, it is currently for sale and given the list price, the payment amounts on Nationstar 's " sample '' statement could certainly be realistic. Given all of the errors Nationstar has made with our account and apparently many other customers based on BBB reviews and google searches, I truly have to believe that this " sample may really contain actual payment/late payment information about the actual property address listed below the amount due. XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: WI
Zip: 539XX
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: A qualified written request was submitted to the lender on XXXX / XXXX / XXXX with no response and no postponement of the sale date to allow time for there research to provide the requested loan information and history to assist the client in keeping there home
Company Response:
State: WA
Zip: 98284
Submitted Via: Web
Date Sent: 2017-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Account is on a reoccurring online payment plan, for repayment of a simple interest mortgage. Account is due on XXXX of each month. Servicer sh ows that the payment is made on time and credits account with the amount due. Servicer continues to collect interest in their favor until they receive the monies from my bank. Servicer does not honor the " mailbox rule '' as they do not have local offices. Servicer was sent a lette r requesting an audit and correction of the account. The sent response letter stating the matter would be investigated and concluded by XXXX but as of this date they have not responded to the request for correction.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX , 2017 I up dated my hazard insurance on my home located at XXXX XXXX XXXX XXXX , XXXX , MO by updating my XXXX XXXX XXXX policy to include an umbrella policy to cover sink hole and earthquake. My agent - XXXX XXXX and myself provided proof of insurance to Nationstar Mortgage. In XXXX , 2017 I w as notified that Nationstar Mortgage needed proof of insurance. Once again I provided proof of insurance. On XXXX XXXX , 2017 th e XXXX , 2017 p ayment in the amount of {$920.00} was mailed to Nationstar Mortgage using check # XXXX on the XXXX Bank account of XXXX XXXX XXXX and XXXX XXXX XXXX . On XXXX XXXX , 2017 I wa s notified by Nationstar Mortgage that my payment was not being processed until I paid {$570.00} for insurance they purchased despite having at least XXXX submitted proof of insurance. On XXXX XXXX , 2017 the agent again submitted proof of insurance. On the evening of XXXX XXXX , 2017 a t XXXX XXXX the entire XXXX pages of XXXX XXXX XXXX Policy XXXX XXXX XXXX was faxed to the insurance department of Nationstar Mortgage. On XXXX XXXX , 2017 I was informed by phone that Nationstar Mortgage had proof of insurance dating back to the original date of coverage of XXXX XXXX , 2017 and u pdated proof of insurance dated XXXX XXXX , 2017. Ho wever I was also told that until the {$570.00} is reimbursed either by myself or the insurance company that Nationstar Mortgage purchased insurance thru, the payment of {$920.00} would continue to be held and on XXXX XXXX , 2017 the mortgage would be in default. On XXXX XXXX , XXXX 017 I fil ed a complaint with the Missouri Departmen t of Finance ( Investigator XXXX XXXX ). On XXXX XXXX , XXXX I was notified by Nationstar that the account was in default and they would not process the payment that is in their possession. On XXXX XXXX , 2017 I spoke to my attorney - XXXX XXXX XXXX , XXXX XXXX XXXX XXXX XXXX , XXXX , MO, XXXX . XXXX XXXX advised me to complete a complaint with your agency and then notify Nationstar Mortgage of my expectation that the XXXX , 2017 i n the amount of {$920.00} be applied and no indication of default be noted on the account. Also on XXXX XXXX , 2017 I received two mailings from Nationstar Mortgage. One mailing was an indication dated XXXX XXXX , 2017 that N ationstar Mortgage was the provider of insurance, the second mailing also dated XXXX XXXX , 2017 was a n indication that Nationstar had received from me proof of insurance.
Company Response:
State: MO
Zip: 65810
Submitted Via: Web
Date Sent: 2017-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No