Date Received: 2017-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I got a call this morning from a Nationstar representative calling in regards to a letter I sent two weeks ago requesting : 1 ) payments to be applied, 2 ) my dedicated loan specialist to contact me, and 3 ) info I have been requesting but have not received. The representative told me my account was proceeding with foreclosure. I asked her : 1 ) why my dedicated representative has not contacted me, 2 ) or sent me info, and 3 ) refused to provide me with an email. She said it was their preference not to provide it. I have not been able to reach her by telephone and my voicemail requests have not been answered. I should be able to request info by email and they can send it to me securely. I let the representative know that on multiple occasions funds I had submitted were misapplied or not applied since last XXXX and to current. I have proven that multiple times. This is another example of Nationstar calling me with no account detail and history. My account discrepancies should have easily been resolved. It should not be in foreclosure status.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am filing this complaint on behalf of my mother who is the mortgagor/debtor with Nationstar Mortgage. Simply put, mortgagor is disputing a {$43000.00} charge against her account. Nationstar has unilaterally charged the account by taking 18 % of insurance proceeds, which totaled {$240000.00}. ( {$43000.00} = 18 % x XXXX ). Insurance proceeds were the result of a fatal fire that totally destroyed the home. Nationstar has explained that the charge is routine and that it paid a vendor to service the account and/or maintain the property. However, Nationstar has failed to produce documents, such as canceled check and invoice, to substantiate the charge ; nor did mortgagor ever receive proper notice of this charge. The {$43000.00} only came to light after mortgagor requested an accounting of the mortgage. As reflected in attached documents, mortgagor believes she is owed at least {$70000.00}, as opposed to {$26000.00} as asserted by Nationstar. Please help me in determining the validity of the charge and/or crediting the disputed amount back to mortgagor.
Company Response:
State: GA
Zip: 30344
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar mortgage has incorrectly calculated my correct payment for the coming year I received an escrow analysis dated XXXX/XXXX/16 that incorrectly estimated my payment On that analysis it shows the following : & gt ; After the loan was transferred to Nationstar, the starting escrow balance was {$2900.00} & gt ; In XXXX two payments for Borrower Paid MI were made One for {$170.00} and another for {$1900.00} & gt ; There was an estimated Borrower MI Payment shown projected to be made in XXXX and included in the analysis of {$2100.00}. & gt ; It was incorrect and should not have been included in the estimate and that Payment was never made. Further evidence of the error is that the Escrow Analysis from XXXX showed that the anticipated balance in the account would be a NEGATIVE ( {$1200.00} ) & gt ; The fact is that the account is Positive {$2000.00} or so ... shows that the second borrower MI payment was n't made. & gt ; Point in fact, there is no need for that payment to be made twice in one year .... As a result my payment has increased {$170.00} due to Nationstar mismanaging my account. I have lived in the home now for 10 plus years, the loan has changed hands a few times with no changes or problems like this. My home insurance has gone down XXXX and the property taxes have remained the same. After initiating this concern to Nationstar Mortgage back in XXXX, there has been no resolution to date despite many calls to customer service. There contact Information for complaints is as follows : XXXXXXXXXXXX thank you for your time in this matter. you can reach me via email at this address or cell phone at XXXX
Company Response:
State: AZ
Zip: 85143
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XX/XX/2016, I submitted a loan modification application to Nationstar. After I submitted my application, I submitted every document Nationstar requested after that submission. This week, I learned that I was denied a modification. The letter denying me a modification only reviewed me for Nationstar 's own Standard Modification. But I should have been reviewed for a HAMP product. While I had a HAMP Tier 1 before, I should have been reviewed for a HAMP Tier 2. The denial makes no mention of my eligibility for HAMP Tier 2 and presumably Nationstar did not review me for a HAMP Tier 2.
Company Response:
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My house is newly built and only 6 months old. I requested my mortgage company to take off PMI as I paid off 80 % of my loan amount in XX/XX/XXXX. They requested for an appraisal. My house was bought as new construction in XX/XX/XXXX and since then I had no major/minor repairs/issues with my house. I also added a beautiful deck this XX/XX/XXXX. Now in XX/XX/XXXX the appraiser did the appraisal and got all wrong facts about the house in their report and provided a low estimation. My community is newly constructed and there are same type of houses that are being sold at higher price than mine and total home values are appreciating as community is building swimming pool, play ground, garden, etc..but I am not understanding how my house value goes down. I called Nationstar Mortgage to get details and they are blindly going by the incorrect appraisal report without even verifying the facts about my house. This is creating lot of trouble and they are asking ME to pay dawn another XXXX to take off PMI. I think this process is incorrect and there is something doubtful about how Nationstar is handling the PMI cancellation requests. The appraiser they are using or partnered with is not keen and is doing appraisals in favor of Nationstar and not as an independent appraiser.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I initially contacted the servicer of my primary home, Nationstar, in XX/XX/XXXX for a loan modification. I went through the entire process, was verbally told by the loss mitigation department to not include my husband 's income since he was " not on the loan ''. I had no idea this was incorrect information so I did as instructed. Months went on with lots of back and forth with requested documents, etc. Ultimately Nationstar denied this modification due to lower than necessary debt to income ratio. Basically, because I had not included my husband 's income information even though the bank statements I provided showed income of nearly $ 23K per month, I was denied. THEN, Nationstar sent the denial letter to the wrong address and by the time I found out what had happened, I had lost any right to an appeal. I called Nationstar only to be given wrong information AGAIN! I was told to send in a contributor form which they emailed to me ... ..only this form. THAT was incorrect! Apparently I had to resubmit an entire new workout packet including this contributor form ... .so I keep getting bad information which only further delays the process for month after month after month. On top of that, the interest rates have gone up since then so I was denied by virtue of Nationstar 's error the right to appeal their decision in time AND lost out on the lower interest rate. Per the MHA today, I met the eligibility requirements back in XX/XX/XXXX and should have been approved under the HAMP Tier 2 program. Since that time I have had to resubmit paperwork 3 times, been denied a 2nd time just recently because they claim my home is a " 2nd home/Vacation Rental '' which IT IS NOT! Our home is a duplex, one side is rented out during the ski season to skiers and vacationers, I 've explained this with a letter of explanation, provided luxury bills, explained our tax returns, all at their request and they STILL maintain I do not live here full time. I do n't know what else I can do as I feel like all I do is get the run-around, delays that end up costing ME, the homeowner, for no reason other than clerical errors. I know Nationstar had the correct address back in XX/XX/XXXX because I received statements and correspondence from them to my address between XX/XX/XXXX and XX/XX/XXXX. When the denial letter was sent out XX/XX/XXXX, it was sent somewhere back in Utah.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Since Nationstar did not comply to my previous request, I would like to add to my previous complaint ( XXXX ). Please, se the attached letters. CFPB is welcome to publish them. Thank you.
Company Response:
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2017-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mother died on XX/XX/XXXX, and she had a reverse mortgage on her home that is serviced by Champion Mortgage. I am the appointed executrix of her estate. I notified them of her death on XX/XX/XXXX, and faxed them a copy of her will, her death certificate and my short certificate certifying my appointment as executrix. I was told that my first decision regarding the property must be made by XX/XX/XXXX, and that was whether we were going to sell the home ourselves and pay the loan or request a deed-in-lieu of foreclosure. Champion Mortgage had an appraisal done on the property on XX/XX/XXXX. We decided to pursue the deed-in-lieu option and notified Champion Mortgage of this on XX/XX/XXXX, and provided them with the additional requested documentation ( along with additional copies of the documents already submitted as described above ). I received a call on XX/XX/XXXX from XXXX at Champion Mortgage informing me she would be our deed-in-lieu representative. At this time I informed her that the property was vacant and broom-swept and ready for transfer. We then received a letter from Champion Mortgage dated XX/XX/XXXX, that they had received our request, and then received another letter dated XX/XX/XXXX, stating that the property had been accepted into the deed-in-lieu program. I received a copy of the property appraisal on XX/XX/XXXX, and called XXXX XXXX, who was unavailable, and then called Champion Mortgage customer service to discuss the account and was told I could cancel the homeowners insurance on the property at that time. On XXXX XXXX, XXXX, I received a call from XXXX informing me that their property inspectors visited the property on XX/XX/XXXX, and " found the property occupied by a tenant '' and that they had reported this to her on XX/XX/XXXX. She refused to order another inspection until we personally visited the home. So, on XX/XX/XXXX, we drove the hour and a half from our home to request XXXX ( PA ) Police Department assistance to enter the home on the chance that it had been occupied by squatters. We discovered the property was exactly as we had left it on XX/XX/XXXX - vacant, unoccupied and still clean. Either the inspectors went to the wrong property or XXXX was looking at the wrong file. I left multiple messages for XXXX after we verified the property was vacant, requesting she call me back and have the property reinspected. However, we then received a letter from Champion Mortgage on XX/XX/XXXX ( dated XX/XX/XXXX ) stating that the house was in fact vacant. Given this, I was confused as to why XXXX had to order a second inspection on the property and was awaiting results. The final event that drives me to file this complaint was the receipt today ( XX/XX/XXXX ) of a letter dated XX/XX/XXXX, stating that " at this time we have not received the proper documentation ... .As a result, your loan was referred for foreclosure processing. '' I 'm incredibly confused at this point - is the property in the deed-in-lieu program or is it being foreclosed? Per Champion Mortgage records, I have called them over fifteen times in the last two months regarding this process and one of their representatives estimates I have had at least 30 conversations with them. I have attached copies of the letters referenced in this narrative for your review and to underscore my confusion and frustration with this entire process.
Company Response:
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have attempted to contact Nationstar 50-75 time both in writing and by telephone and they have not been able to clearly provide me explanations on payment inconsistencies and manual adjustments they have made. This complaint is in regards to a door tag that was left on my front door yesterday that said please contact your mortgage provider. They have never been prepared or willing to discuss my account with proper detail or provide info to me I have requested. They should have all info readily available at all times after my requests.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My name is XXXX XXXX, DOB XXXX. I received the letter from NationStar saying that they are accepting their errors about the missing payments and foreclosing the home ( see attach letter ). Even though, NationStar admitting their fault about foreclosing the property ; however, the foreclosure process is still active -- it has not been cancelled out the foreclosure proceedings -- the property is STILL in FORECLOSURE but put on hold. This is very frustrating for me since I am making all my payments ( from XX/XX/XXXX thru XXXX ) and foreclosure proceeding has not been cancelled. This is totally illegal and violating state and federal laws.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2017-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No