Date Received: 2017-03-20
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Nationstar Mortgage sends very misleading, confusing, and manipulative emails and letters. Here 's one example with the subject line : " Fed likely to raise interest rates, CNN Reports. '' This type of email can scare people into making poor financial decisions. Here is the text of the mail : CNN Money XX/XX/2017 " Get ready for higher interest rates. '' " XXXX stressed that the U.S. economy is doing pretty well and has 'continued to make progress. ' She called the U.S. job market strong and said prices are moving up at a faster pace. '' " 'At our upcoming meetings, the committee will evaluate whether employment and inflation are continuing to evolve in line with these expectations, in which case a further adjustment of the federal funds rate would likely be appropriate, ' XXXX said. '' XXXX READ THE FULL ARTICLE AT : XXXX Considering a home purchase or refinance? CALL NOW RATHER THAN LATER We 're ready to answer your questions and help you move forward when you are ready. XXXX Mon-Thurs XXXX CT Fri XXXX CT Sat XXXX CT
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: A recent job loss cause me to fall behind on my mortgage, and my mortgage company offer me a loan modification to help but the payment from the modification was the same or if not more than what I was paying before my hardship. so I made the down payment but fell behind again. I contact the mortgage company and they sent me a package to modify again so I did it promptly and when I called to follow up they told me that my house is in foreclosure status already and the person who sent me a package via email and thru the mail sent the info by mistake. I thinking that I had hope to find out I was given out false information. Please vacate the premises in 30 days. I had the house since 2004.
Company Response:
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: PLEASE KEEP ALL MY SEPARATE COMPLAINTS SEPARATE. BREACH OF CONTRACT ( RESPONSE ) Sunday, XXXX XXXX, XXXX XXXX XXXX 1 I am really disgusted with the lack of customer service at Nationstar. It still seems to be the same run around. I do n't need information out of your book on dead line dates and what needs to be done after that. I need to know why after 3 different times of me sending in the application for the loan mod, hardship affidavit, dodd frank and the XXXX. How you can tell me that it was expired.? 2 Why would the letter received as your response say, '' However, the application never got to the approval status as a complete package was never received. No documents were received after XXXX XXXX XXXX? SEE EXHIBIT XXXX 3 Was there a request for something? 4 Solar energy profit and loss? That was never requested. SEE EXHIBIT XXXX 5 The letter states that it was closed due to an incomplete package. " Unfortunately, a denial letter was not generated due to a processing error, at the time the denial occurred for the following reason. '' 6 The truth be told, the reasoning for the closing of my home loan mod request was in fact due to the emotional and mental beat down that Nationstars SPOC stomped me in the mud I filed BK due to the fact that : XXXX XXXX informed me on XXXX XXXX XXXX that he did n't have enough time to get into underwriting. 7 WHY? Would XXXX email me on the XXXX XXXX XXXX and tell me that he has escalated it to underwriting? XXXX XXXX XXXX tell me that he did n't have enough time to do so? XXXX XXXX XXXX was the AUCTION DATE FOR MY HOME TO BE SOLD OUT FROM UNDERNEATH ME! 8 I am not sure what it is called. But I know there is some kind of time line of all documented movement on my file. I am requesting to see it. I want to see all documented HELP that was give to me. 9 For the second review? Nationstar claims that it was opened in error. " Initiated on XXXX XXXX XXXX. This review was closed on XXXX XXXX XXXX, with the close reason of the review being opened in error due to the loan being paid in full on XXXX XXXX XXXX, no denial letters are sent for reviews that are closed due to being opened in error. ****DUE THE MATH ON THE HIIGHLIGHTED AREA*** *********NEED I SAY MORE?????????? /********** 10 # XXXX Is a COMPLETE LIE XXXX The letters " SPOC '' I never received XXXX of the letters.
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: been trying for over 3 years with nationstar for a load mod., in that time i have worked with over 100 of thier workers never the same person which is not good when you trying for something so important, i have mailed or faxed what they keep asking for only them to syy they never recieved it or needed more, i was always willing to send because this house is important to myself and my XXXX wife i have read where nationstar does this all the time i need your help that
Company Response:
State: NJ
Zip: 08021
Submitted Via: Web
Date Sent: 2017-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XX/XX/XXXX Nationstar Mortgage LLC wote to me advising that I was approved to enter into a Trial Period Plan for a Streamline Modification. I completed the trial payment plan which consisted of trial payments of {$1200.00} due on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I signed the loan modification agreement before a notary public and mailed it. On or about XX/XX/XXXX I went to the Nationstar Mortgage website to make a payment consistent with the loan modification agreement but was unable to do so. I contacted NationStar Mortgage and was advised that the loan modification agreement was still being processed which was why I could n't make a payment. On or about XX/XX/XXXX, I logged on to the Nationstar Mortgage website to attempt to make a payment consistent with the modification agreement. The website stated that my loan modification was denied. I spoke to XXXX XXXX. She informed me the modification was denied because the Notary Public crossed out the co-borrower 's name. On XX/XX/XXXX I received a letter from Nationstar Mortgage stating it sent me a letter providing me with the decision on my modification review but omitted that the decision was based on the eligibility requirements of XXXX Investors. I never received any letter informing me of the modification denial. On XX/XX/XXXX, I appealed the modification denial as outlined in the XX/XX/XXXX Nationstar Mortgage correspondence.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Had a storm loss on our home, received a check from Insurance carrier to us and bank. Bank is stating we have to endorse and send to them, hire a contractor, get proof of his insurance and have him sign a w-9 ( for each contractor ) than have bank send out inspectors before they will release $ .I want to do allot of the repair work myself, as I am skilled in construction. They said I can not!!???? I asked to speak with a manager, they would not let me, I had a XXXX send them a letter, they have ignored so far with no response to the XXXX.
Company Response:
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This has honestly been an horrible experience for me. We got behind in our payments because of death and job loss over the last year. However, when we applied for our home modification last year they increased our payments by {$1100.00}. We asked why our payments went up the response was " if was how we filed the paperwork ''. I do n't understand ; did n't Nationstar Mortgage give us the application? Yes. So how did we mess it up? They refused to talk to me when I call and have some of the most irritating people that answer the phones. Fast forward we are now facing foreclosure. I called and asked for a reinstatement about and they could n't tell me. Then I asked for a proper home modification application and they refuse to give me the papers. They also have people coming to my door constantly asking dumb questions. For example, the last man came and asked how lived here. So I said please leave my property because this is illegal and you know it. Moreover, the rep. Told me that we have other options but he ca n't tell me what they are. WHAT!! I fell like I 'm talking to a brick wall with these people. Also I got so frustrated that a VA rep. contacted us and volunteered to call Nationstar Mortgage with us to get some answer. She got so mad at them I honestly think that she was mind blown on how they refused to answer to her. All I can say is that I am tired of the stalling tactics and illegal works. I honestly can say that they do n't care about you and your family. All they want is money and even when you do that they are still not happy. Oh and let 's not mention the fact that they never honored our XXXX VA XXXX XXXX Escrow exemption that 's given by the county clerks office. Straight crocks. I wonder if the CEO knows what his company is doing to our veterans and their families? I think that I will write home a letter!
Company Response:
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The current servicer of my mortgage loan Nationstar has failed to comply with Nevada state rules regarding mediation and has failed to provide me an accounting or explanation of all the late fees, legal fees and junk fees that they have added to my loan. They have failed to open up a review of my current financial situation and instead have scheduled a foreclosure sale date. I have tried my best to follow their guidelines and provide them with everything that they need but they continue to be difficult to work with. I spent over one year trying to go through their process and they switched points of contacts on me it seemed every month. They requested the same documents over and over and I would send them -- then Nationstar would say they lost them or that they never received them. I started tracking these documents and on many occasions when Nationstar said they never received the documents, I had PROOF that the documents were received. It was like they were intentionally dragging their feet. I have owned my home for 21 years. My ex wife and I bought this property 21 years ago. We refinanced through XXXX in XX/XX/2004 and I was making a solid living in XXXX. Problems began after the recession and crash hit our area -- my income took a huge decline. We also had an issue with a second mortgage/line of credit that was somehow pushed through by XXXX even though we did not request this loan or complete paperwork for it. This caused a lot of XXXX in our household and combined with my XXXX it was too much and we ended up getting divorced. In the divorce settlement my wife was granted the property and was responsible for making the mortgage payment so I moved out. I found out several months later that my wife had not been making the payment and she eventually vacated the property. I was able to get the appropriate paperwork that allowed me to have the home back in my name but when I tried to retake possession of the house I found XXXX there and had to get the police involved to evict them. There was a lot of damage done and I spent many months working to get the place back into a livable condition and then began trying to work out the delinquency on the loan that had been caused by my ex-wife. During this process my loan was transferred to several different companies. In fact, this loan has been held by I believe XXXX different mortgage companies. After spending so much time I was FINALLY offered a modification by Nationstar about 6 months ago. However, the figures seemed way off. I asked for some clarification and an accounting of payments received, payments missed, late fees, etc. so I could understand the HUGE discrepancy. Nationstar would not provide any of this information and I told them that I did not believe the payment and balance etc. was correct and that if they could not provide documentation I could not accept this modification. After this happened Nationstar immediately started the foreclosure process and set a sale date for XX/XX/XXXX. I have now sent a Qualified Written Request to Nationstar in hopes that they will give some transparency and document the history and the accounting of this loan. I want to save my house but do n't feel it is so unreasonable to try and get some basic information on my loan from Nationstar. I want to resume making payments, but if I am going to sign the paperwork for a restructured loan I would like some explanation for ALL of these thousands and thousands of dollars that have been added to the balance that seem far in excess of what the late payments alone would be. I was hopeful this could have been worked out in mediation, but Nationstar skipped that step and never even gave me that option even though it is required by Nevada law.
Company Response:
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2017-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are demanding a cease and desist to Nationstar, and its trustees. Nationstar has our home scheduled to be soled on the XXXX of this month without cause. Nationstar is violating guidelines and regulations regarding this action. Nationstar has unlawfully filed a notice of foreclosure in XXXX of 2016. We were granted a modification on XXXX 2016, with a payment of {$1600.00} for months 6,7 and 8. After that a permanent mod was given with a payment of {$1600.00}. Final docs were signed on XXXX 2016 with a new permanent mod payment of {$1600.00}. After that when we sent in our payments, to a contract we signed, and the bank agreed to, the bank refused the payments and stated our mortgage payment would be higher even yet. This was completely unlawful and in opposition to the contract signed. We refused to pay a " bate and switch '' new payment that was higher than the one agreed to by contract. The bank continued to refuse payment, creating the past due on purpose, then filing a notice of default, when we were not in default, rather they were in violation to the agreed upon contract, causing great harm and distress to our family. I faxed them a request and explanation for the correction, which never happened. Later, in XXXX/16 I received a annual escrow account disclosure statement telling me our payment was now going to be LOWERED to {$1600.00}. yet the payment continued to be refused stating the payment was not enough. The next day I got a statement to pay the {$1600.00}, which, as previously stated was refused by the bank. On XXXX/16, one day later I got a letter from the bank stating we were 30 days behind and they sent us letters to that effect, which is a lie, no other letters were sent other than the ones described above simply stating continually changing payments that were all incorrect XXXX not according to our contract. The VIOLATIONS OF GUIDELINES AND REGULATIONS CONTINUED, as they put us into foreclosure for no reason, the wrong doing is COMPLETELY THEIRS, NOT OURS. The very next day, XXXX/16 we get yet another letter now telling us we owe {$49000.00} and {$1500.00}. We have faxed over demands to explain these actions, and violations and to restore this modified loan to its correct, original amount that was lowered to XXXX. This request, then demand was forwarded to Nationstar XXXX different times, with no response at any time. I found our we were in foreclosure by a friend telling us, an no notices were sent to us, and no posting on the door at any time, which is required by law. Please make sure this sale is stopped and the bank held accountable for this intentional action to harm my family with this illegal foreclosure. Please contact my third party representative, my administrative assistant ( non legal ), who will make sure we get the information and we will get back to you. This information is as follows : XXXX is her name, her address is XXXX, Ca. XXXX, and her phone number is XXXX, as was the request given to the bank also, by fax, with no response at any time. WE DEMAND THIS SALE BE STOPED UNTIL THIS ISSUE IS RESOLVED.
Company Response:
State: CA
Zip: 91942
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I refinanced through Nationstar in XXXX of XXXX. When I refinanced part of the contract was that they wanted to " retire '' the title. Months later I called weekly to confirm that would retire it and they never did. I put my house on the market for sale in XXXX of XXXX. When the contract got to the closing attorney it was found that they had lost the title to my manufactured home.
Company Response:
State: GA
Zip: 30680
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No