Date Received: 2017-04-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mortgage servicer ignored my application for assistance submitted to them on XX/XX/XXXX. They confirmed they received it on XX/XX/XXXX, however in a recent letter dated XX/XX/XXXX they state they would n't accept the application because there was another previous review still open from XX/XX/XXXX. My attorney asked them why they took until XX/XX/XXXX to finish the review from my XX/XX/XXXX application as RESPA requires them to make a decision in 30 days. They had no answer. As you can see from the attached denial letter they did n't finish my review from my XX/XX/XXXX application until XX/XX/XXXX. Nationstar should have either approved or denied me by XX/XX/XXXX. Leaving me plenty of time to reapply with my increased income and still be reviewed for HAMP before it expired on XX/XX/XXXX. Nationstar now tells my attorney that they they are refusing to review my application from XX/XX/XXXX. It 's not my fault that Nationstar took over the legally allowed timeline ( 30 days ) to finish my review from XX/XX/XXXX. So now my updated application from XX/XX/XXXX has been thrown away. HAMP expired on XX/XX/XXXX while Nationstar was evading/stalling. My attorney states since my application on XX/XX/XXXX was submitted before XX/XX/XXXX Nationstar still has to review me for HAMP again after they finish the one from XX/XX/XXXX. Nationstar today told my attorney that they will not review my application from XX/XX/XXXX and they do n't care if HAMP expired while they stalled and evaded. My attorney asked them for a reply to that application and Nationstar says they do n't have to reply to that application. My attorney told them they sent a letter confirming they got the application, so why ca n't they send a letter stating what the result of that application was or is. Nationstar tells my attorney that I have to just re-apply and now I do n't qualify for HAMP because it expired. My application was there before it expired and they should have just added the additional income given to them on the new application XX/XX/XXXX and used that to approve the loan at that time ( before HAMP expired ). Nationstar purposely evaded and stalled on my application from XX/XX/XXXX more than 30 days and past the deadline for HAMP ( XX/XX/XXXX ) in order to harm me and keep me from being approved for HAMP. They then blocked and refused to accept my application from XX/XX/XXXX which qualifies for HAMP therby allowing the HAMP program to expire while stalling and evading review of my previous application. Now Nationstar sent me a demand letter in which they state they are starting the foreclosure process. They tell me I have to re-apply but I ca n't reapply for HAMP now that it expired!!!!??? My updated application with additional income was submitted on XX/XX/XXXX. That application qualifies for HAMP as it has additional income. I do n't believe Nationstar can just refuse to review it. If they were going to refuse to review it, why did n't they tell my attorney or me that back in XX/XX/XXXX? I am told a servicer must accept a request for assistance that arrives more than 36 days prior to a foreclosure. Nationstar purposely stalled over three months ( XX/XX/XXXX to XX/XX/XXXX ) to make a decision on my previous application. Evading/stalling harmed my ability to qualify for HAMP program now because it expired on XX/XX/XXXX. In violation of RESPA Regulation X, Nationstar took more than 30 days to make a decision on my previous application ( from XX/XX/XXXX ) while stalling. They then ignored my updated application they confirmed they received on XX/XX/XXXX and now tell me I have to reapply but I ca n't reapply for HAMP because it expired ( while they were evading/stalling ). To top it all off Nationstar sends me a demand letter threatening foreclosure - Attached dated XX/XX/XXXX.
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Original Mortgage company is NATIONSTAR, ( XXXX, TX XXXX ). Mortgage rate of 30 year term beginning in XX/XX/2006 was 7.0 %. We applied for and received a home equity loan from XXXX at a significantly lower interest rate to pay off the original mortgage. The request for the payoff amount was made by us to NATIONSTAR by telephone conversation. This payoff amount was not detailed by telephone but mailed to us several days later. We closed on the loan on XX/XX/XXXX and a cashier 's check was mailed overnight by XXXX to the address that Nationstar provided. A mortgage statement arrived by mail on XX/XX/XXXX detailing a delinquent payment for XX/XX/XXXX, penalty charges and due XX/XX/XXXX payment. A phone conversation with Nationstar on XX/XX/XXXX ultimately revealed that they did receive a check but had not processed it because it was not in the appropriate amount of the payoff. When asked about any attempts to contact us in the interim, their reply was unintelligible to us. During this period we had noticed a definite stepped-up bombardment of invitations to refinance with them by email, US mail and special delivery. No successful contact was made until the mortgage statement. We paid the penalty and the XX/XX/XXXX mortgage payment while we tried to ascertain the disposition of the cashier 's check. Nationstar claims to have returned it to the XXXX. Alas, we 've been sent an image of the cashier 's check that WAS presented for payment by Nationstar. Nationstar processed our check for XXXX XXXX dollars on XX/XX/XXXX and our account has yet to be credited!
Company Response:
State: PA
Zip: 15216
Submitted Via: Web
Date Sent: 2017-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In 2012 this nightmare began, I had become ill and could n't get any assistance from Nationstar. Fast forward, now I am XXXX and still fighting with them for what is fair. They should have helped me in 2012 and none of this would have happened this way. Please see my timeline explanation for more details.
Company Response:
State: IL
Zip: 60459
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-04
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Nationstar Mortgage calls anywhere from 3 to 5 times a day and when I pick up the call to say hello they hang up. I have called them back with almost each and every call and told them to stop calling me and hanging up but they threaten to cut off all communications via email and mail. As they are my mortgage company I can not allow them to stop mailing me my statements or electronic correspondence. When I again tell them to stop calling me and hanging up they tell me its the automated dialer and not them personally who is doing this. When I tell them to take me off the dialer they again threaten to cease all communications. I have two months left on a repayment plan which was put in effect two months ago. Since then the calls have increased. I do not want to be harassed and I have told them this repeatedly. When I ask for a supervisor they either hang up when " transferring '' me or I get a supervisor who apologies but then continues with the threat of ceasing all communications. I am literally at my wits end hearing my phone ring and knowing they are intentionally trying to harass me over nothing. Please help.
Company Response:
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2017-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: about the year 2003 we did a modification of our mortgage with XXXX..My husband is XXXX yrs old, we just recently applied to get a Reverse Mortgage only to find out that XXXX XXXX had tacked a balloon note to our existing mortgage which is collecting huge amounts of yearly interest which disqualifies our application making it almost imposible to ever repay..I want help getting this balloon note tacked on forgiven.He is a XXXX and we want to die in our home, not on the road.
Company Response:
State: LA
Zip: 70301
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Due to financial crisis, we are behind in our mortgage payments. XXXX refused to take our mortgage payments. They jacked up our principal balance by adding up late penalties and legal charges. They agreed to modify our loan but added up the fore board charges which made the loan amount truly unaffordable, however, the property value appraised for {$600000.00}. The attached letter is self explanatory.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My home suffered a water leak from a burst pipe in my crawlspace. My homeowner 's insurance company ( XXXX XXXX ) advised me on the day the leak occurred to engage a water restoration company to remove the water immediately. We also had significant damage to our hardwoods floors from the leak. I had the water work done and received a check from XXXX XXXX. I sent the checks to NationStar ( my primary lender ). It has taken over 5 months of dealing with them to get to this point and still have no funds to repair my home. I have since been sued by the contractor because it has taken so long to release the funds. The nature of my complaint is that NationStar 's process to get funds released is not clearly defined and takes an inordinate amount of time to complete. I faxed their requested packet of paperwork twice. Twice, I was told they could not find it. I overnight mailed it to them. They claim they never received it even though I have delivery confirmation from XXXX. I inquired on several occasions about an email or some other electronic process for sending the documents and was told they did not have one. After about 3 months of contacting NationStar, I was finally told about XXXX. I uploaded the documents to this website ( the 4th time NationStar was provided with the documents ). They claimed documents were missing. I uploaded them, again. After 4 times uploading the documents, they rejected my claim because I did not have a " bid '' prior to the work beginning. I have had to explain to 4 different representatives on four occasions that it was an emergency and there was no bid process. XXXX XXXX told me to call the contractor they used and start the water removal process within the hour to mitigate damage to the hardwood floors so that is what I did. No one knew ahead of time how much it was going to cost because no one knew how long it was going to take to remove the water and dry the crawlspace. I have been forced to have the exact conversation with 4 different representatives and each time they tell me they will approve the paperwork but then the system shows it has been rejected so I have to call and have the same conversation. The representatives also give conflicting information and are unable to answer detailed questions about the content of the documents that are required yet, they keep rejecting the documents. This is the most frustrating customer service experience I have ever had. My home is still not repaired, I am being sued and I have had to spend a significant amount of time dealing with something that should be straightforward. At a minimum, NationStar should clearly state, in writing, the details they will require on the paperwork to release the claim. They should also assign customers to one customer representative so they do n't have to repeat the issues so many times. There is zero ownership of this process on NationStar 's part and they off-shore their customer service so English it not the primary language of the representatives, making communication difficult at times. There is also no way to speak with a supervisor. I asked on 3 occasions and was told one was not available. There is no one who can help resolve a problem. They read from a script and can not think outside the box if your situation is slightly different than a typical claim ( i.e., an emergency situation where you must engage a contractor within hours of discovering a problem ). As it stands now, I am tempted to walk away from this home because I have little faith that I am going to get all of my claim checks released and, since I am being sued, I am afraid to engage any more contractors to fix the damage on my home. This happened in XX/XX/XXXX. It is now XX/XX/XXXX and I have n't seen a dime of the money XXXX XXXX gave us for home repairs because of NationStar 's incompetence in clearly communicating with customers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27516
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: , I hope you read this because the details are so important to proving that nationstar intentionally delayed any mortgage assistance for over a year after we missed payments on our hamp modification. They did this we feel to allow a large ump sum to be past due that they could then add to our balance to increase amount they will gain when we desperately accepted their long awaited torture fear of losing our home, when they finally gave us what they claimed as help and they were able to change our payment that previous hamp mod gave them interest of 4 % on XXXX, with XXXX deferred till end of loan, TO A MUCH HIGHER AMOUNT, because they changed it to NOW we pay 4 % on the XXXX plus the XXXX that wasnt interest bearing with our hamp. I wish we knew better but we didnt and they do know every way to use tactics to increase their gain if they could take advantage of all hamp modified loans with lower payments to allow them to fall so far behind, so many months of late payments without foreclosing, but making the homeowners fears work to their advantage, with default notice, always telling us there is nothing else available, no other options, but add to the conversation that there isnt a foreclosure date, so we continue to hope for something to come available, since we were told there isnt, but there really was, and they didnt do their job which was to service the mortgage, not use tactics to give false information, mislead defaulted homeowners because we didnt know, but they told us lies so they could make more money, and the best way at the time now is to take advantage of our hamp default,, they must be doing this with other homeowners who fell behind because the hamp probably does n't benefit them long term since the loans are already out to 30 to 40 years after hamp modI, so they want the interest payment on the balance deferred on hamp mods and they know this is the way. And I know they can easily be undetected because courts wont look into this and wont be able to see it unless we all get together and show they did it to more of us. They are counting on the fact that they can say they helped and gave mod assistance, and we failed to pay.. so without actually being in our situation, no one who has the power to help would think this makes sense.. why would they believe the repeat default homeowner, who was given XXXX modifications? but what they dont know that its so sneaky and they know they have the upperhand, we cant prove it, and we wouldnt know this until its years later sadly after we lose our home and family,, and being able to use our negative payment history for the many months that they wouldnt allow a payment to be made, while we begged for a solution, program, they ALWAYS told us NOTHING IS AVAILABLE and one rep even said no you have a hamp mod and CAN NOT APPLY for any kind of modification because you were already modified yet they gave us the XXXX XXXX over a year later which was available and they knew it when I begged for help after only 2 months late on the hamp, so this tells me they knew what they were doing, they know and knew all about XXXX XXXX, who is the owner of the loan that they service. So after a year, payments built up, we had no choice but to sign a mod that changed to XXXX plus XXXX ( almost XXXX payment at same 4 % {$2900.00} which is over {$800.00} per month, mostly interest gain.They also said we need to sign it asap to avoid foreclosure and we could always work on getting it lowered later. ( not true ) because now the new Flex Mod came out and they said we do n't qualify because we had more than XXXX mods. When I send them messages on the mynationstar, they directed me assistance with program that has expired last year. So I went to the page only to feel more depressed and desperate. We want the benefit of the flex mod, not the XXXX that caused us to not qualify for the flex
Company Response:
State: CA
Zip: 92592
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has alleged since XX/XX/XXXX they are servicing on loan numbered XXXX. I have disputed this debt since their allegations. I HAVE NOT made a payment on this debt ever. According to Nationstar, this debt has a running arrears more than {$140000.00}. They are reporting this disputed debt to the credit bureaus as delinquent. Nationstar Mortgage reports the alleged debt as delinquent, but advises I ca n't make any payments. I 've attached the most recent activity Nationstar Mortgage has reported to the credit bureau on XX/XX/XXXX. I HAVE NEVER MADE A PAYMENT ON THE ALLEGED DEBT AND I WILL NEVER MAKE A PAYMENT ON THE ALLEGED DEBT THAT IS A FRAUD.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2017-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-04-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I would like to submit a formal complaint about Nationstar Mortgage LLC. I have been attempting to work with them for the past several months to bring my account current. They are unwilling to help or assist in anyway. I made a double payment on XX/XX/2017 only to have it refused and sent back. I contacted Nationstar and was told my house was set to foreclose and go up for auction XX/XX/2017 and I could no longer make payments unless it was in full. I was never notified of any foreclosure and certainly never notified of an auction date. I immediately engaged a non-profit, XXXX specializing in these matters and supplied them with all the info and documents required to work out a repayment. They never heard back from Nationstar and neither did I. In a state of panic I listed my home for sale and received a contract within a few days. The contract and sellers agreement was given to Nationstar and also to XXXX. I got confirmation that they did in fact receive it twice by both parties. Still Nationstar did nothing to postpone the auction or provide me with any formal communication of postponement. My closing was scheduled for XX/XX/XXXX and Nationstar still would not communicate with me nor the non-profit helping me, only to say " you have to wire payment in full to stop the XX/XX/XXXX auction. '' Title search was completed by closing attorneys and they could not find any evidence that the house was in foreclosure and set for auction. To this day I still have not received and formal notification from Nationstar telling me my house is in foreclosure and set for auction. I only found out verbally in XX/XX/2017 because I called them about the returned payment. I am in shock that they could act this way and just take my home without any notice and a refusal to work with me or the non-profit I engaged for help. I have googled my address and some sites indicate that my house is set for Auction on XX/XX/XXXX even though I have a binding sale in process. Nationstar has ruined my credit, tried and still are trying to take my home but will not put anything formal in writing. They are horrible!!!. In light of their what I believe to be illegal actions, my realtor, buyer, and closing Attorney managed to pull off a miracle and closed my home on XX/XX/2017. Insult to injury, Nationstar would not provide a pay-off for my home to the closing attorney nor would the attorneys representing Nationstar. I fortunately had requested a pay off statement on my own and that is what we used to close with. Included in the closing statement are a bunch of erroneous charges that the closing attorney questioned, one was for {$45000.00} just listed as Lender Paid Expenses. What is this? I can never get any answers or explanations or even the same person on the phone when I call Nationstar. Please help! I am afraid that even though my house has been sold and I have confirmation that they received the wire of all funds paying off the loan, That they will still put it up for Auction on XX/XX/XXXX. I ca n't let that happen to the new homeowners. I am begging for help here ... I have never received any notice of sale or order setting sale.
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2017-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No