Date Received: 2017-02-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I own a home in Fl. Nationstar Mtg billed my account erroneously {$340.00} for an inspection which I never ordered. They said it was for a late payment which never happened. There was an adjustment in interest rate which They held a payment and never credited my account until I brought it to there attention.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: NATIONSTAR MORTGAGE LLC DID NOT FULLY GOVERN THE MAKING HOMES AFFORDABLE APPLICATION PROVIDED BY THEIR COMPANY AND AS A RESOURCE FOR HOMEOWNERS EXPERIENCING FINANCIAL HARDSHIPS FOR FORECLOSURE PREVENTION. In XX/XX/2017, I spoke with a Loan Specialist at Nationstar Mortgage LLC and discussed the options of a modification for my rental property due to a hardship. The Specialist forwarded documents to me to complete per my request. Once I reviewed the documents I gathered all the data required per the application ( personal information, financial statements, hardship letter & etc. ) I submitted the details to the mortgage company immediately. A short time afterwards, the mortgage company replied notifying me that my modification had been rejected. Upon calling in my concerns, I was informed that my application was denied because the mortgage company was not honoring modification programs for rental properties because President Obama was no longer in office. In requesting the documentation for the Making Homes Affordable Program, the Loan Specialist never informed me of this important detail. MOST IMPORTANTLY the application that I received did not indicate a deadline for the program or if the program was obsolete because Obama 's term was over. During a conversation with another Nationstar Loan Specialist I tried to seek out other options for mortgage assistance but was assured that my choices had run out. Nationstar was careless in accommodating my mortgage needs which lead me closer to foreclosure on my property. Despite my hard efforts to keep my property, Nationstar did not properly handle my mortgage assistance request. Ultimately, I was given an ultimatum to pay the accumulated debt or lose my home and therefore was forced to seek immediate, individual personal help for the sake of my loan. Their lack of details and misguided communications has provided concerns for other areas of operations in the company. I feel that my personal information sent for a modification review is at jeopardy of being mishandled or improperly discarded as well. Nevertheless, a letter I received dated XX/XX/2017 in lieu of my modification request has indicated that Nationstar Mortgage LLC had failed to disclose the owner/guarantor/trustee of my mortgage loan while reviewing my modification request. This letter suggested that Because we ( Nationstar Mortgage ) did not include the owner/guarantor/trustee of my mortgage loan, we are expending your right to appeal non-approval for a modification and your opportunity to discuss loss mitigation options that may be available to you ( me ) to allow an additional 30 calendar days from the date of this notice. It appears that Nationstar has a poor habit for disclosing important details and properly communicating with their customers. Their ill-considered actions have caused me more stress than expected during this under addressed mortgage assistance process.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage Servicer is Nationstar mortgage. They have Notified me that they are Raising the rate on my mortgage and Increasing my payment almost {$200.00} per month. When I advised Nationstar that they had no authority to do this they claimed that they were the final decision makers on the terms and conditions of my mortgage. I asked Nationstar to give me the name of the person or company that Holds the Deed and Title to my property and to provide documentation from the Deed - Title Holder that Nationastar has an agreement to collect money and change the terms of the loan. Nationstar Mortgage Refused. I have no idea why Nationstar Mortgage is Refusing to provide information to the Homeowner despite multiple requests
Company Response:
State: AZ
Zip: 85249
Submitted Via: Web
Date Sent: 2017-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am trying to settle the estate but the mortgage company will only communicate with the attorney. I have not received a statement in two years. I have called and written many letters.
Company Response:
State: GA
Zip: 30224
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage payment increased XX/XX/2016. Called Nation star to ask why and they never explained. Stopped payment until they returned my call. They told me my XXXX XXXX home insurance increased so I changed to XXXX home insurance that same day and the new insurance was less expensive than I originally was paying. Nation Star still did not adjust my payment. In the end I had to pay all missed payments and {$3000.00} in penalties because they started foreclosure procedures and it is on my credit report so I can not refinance to get away from Nation Star. I cant even use my VA loan because this issue. I need help. Thank you
Company Response:
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our new mortgage service, NationStar Mortgage, ever since they became our servicer, we are constantly harassed that our mortgage payment is either late or not received complete. When not only do we pay our mortgage on time, but above of what is actually due, so extra funds can go to principal. This is an occurrence we now have to deal with in a monthly bases, as every month we are getting harassed by NationStart collections, every time we make a payment. And every time they apologize with telling us it was their mistake ... But every month we hear from them again ... We will like to enjoy our home as we are suppose to in piece ... not constantly being harassed, put under stressed and deteriorate our health ... .due to stress ...
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Inability to resolve online account access issue. I have an online account with nationstar. My login ( username and password works ) but the system provides an error message -- -- HMM ... Keyp Your account ca n't be accessed through the Nationstar website at this time. Please give us a call at XXXX to discuss your account status. We 'll be glad to help. Importantly this message is different than the bad password error message. Representatives have worked to reset my password a number of times even so ( they only have a certain script I 've learned from calling in repeatedly ). Even after a password reset the system does n't work. Ironically, when I provide the reps my password they too can not login ( login is OK, it does n't give username or password incorrect message, but gets a bit further and provides the the above error message after logging in ). I 've worked this issue more aggressively since XXXX without success ( at least XXXX calls now ). I 've asked that my account be deleted so I can re-create it - so far without success. Despite the inability of nationstar to provide online access, in telephone and written messaging I 'm constantly encouraged to use the online system.
Company Response:
State: CA
Zip: 94501
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I fell behind in my mortgage payments and was contacted last XXXX by a credit associate with my mortgage company. She assisted me in beginning the modification program. Once I began the process, my associate was changed. I have now submitted the modification paperwork no less than 6 ( six ) times since XXXX, and each time there is a reason why the modification can not be completed. The most recent time I submitted the documents, I double and triple checked the paperwork to be sure that it was accurate, complete, and signed in black. It was. Once I contacted the mortgage company ( my rep does not follow-up on her accounts ) this morning, I was informed that the paperwork was missing the Compliance Agreement page. I vehemently disagreed and asked to speak to the manager. The manager was also unable to verbalize a resolution that was acceptable, and said that he would contact me Monday, as the Modification department did not work weekends. Once I was able to review the copies that I had made of the documents that I sent to the mortgage company, I realized that either someone in the scanning department deliberately left a page out, or whoever received the document discarded or 'lost ' the Compliance Agreement ' page. This process has been going on for seven months. I think the mortgage company wants me to not complete modification and to leave my home.
Company Response:
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My VA home loan is through XXXX and my subservicer switched from XXXX to Nationstar Mortgage LLC around XX/XX/XXXX. They mailed me an escrow check to pay taxes XX/XX/XXXX for {$1100.00}. I called XX/XX/XXXX and was told to fax a copy of the taxes due to them and they would fix it by disbursing the total due to me. I did so on XX/XX/XXXX. I called XX/XX/XXXX and they asked as if they had not received my fax. I directed them to check the city website because anyone can put in an address and find out how much taxes are due I asked them what they wanted me to do with the partial payment and I was told to hold onto it. I was also told they would call me back and fix the issue. They never called me back. I called them XX/XX/XXXX and told them they need to make an electronic payment on the city 's website because my escrow disbursement agreement was to pay my taxes in full. I told them all payments were due by XX/XX/XXXX and this will adversely affect my XXXX taxes. Again I was told I would receive a call back. I did not. I called again on XX/XX/XXXX. They finally admitted they should have disbursed more to me to pay taxes. I told them I expect them to make an electronic payment so it posts on time and I want an updated XXXX to reflect the total taxes paid for XXXX. I was told they would call me back later that day. I received a call and was told they could not make an electronic payment. I directed them to the city 's website where it clearly shows how to make an electronic payment. They said they could n't do a wire payment and that is the only means for them to make payments other than checks. They told me I had to get the partial check they disbursed to me to the city despite at this point I had to physically provide it because it was too close to the due date to mail it. I had to leave work early to ensure the check was sent on time. They said they would overnight a check to the city. I told him then I still need an updated XXXX. He said they likely would n't reissue a XXXX but might send a letter to help with my income tax concern. I called XX/XX/XXXX to tell them I checked the city website and it shows the payment posted as timely and I still need my XXXX reissued. They told me they could n't do that because technically the disbursement was sent in XXXX so it must go toward XXXX 's statement. I told him that I have been in contact and expecting responses from them since XX/XX/XXXX and they have been completely incompetent and unwilling to quickly remedy the situation. I told them I would seek redress and contact government and legal challenges since the fault lies with them to manage escrow disbursements in a timely fashion. They mailed a letter XX/XX/XXXX stating they conducted an investigation and did not find any error in the amounts reported on my XXXX XXXX. They reviewed my payment history and verified the amounts reported, including the payments disbursed from my escrow account, are correct. They said their records indicate that the only tax disbursement completed in XXXX was paid out XX/XX/XXXX in the amount of {$1100.00}. They said the disbursement completed in XXXX will not be included on the XXXX XXXX. They claim to have had XXXX year 's tax information of {$4700.00} and somehow thought it made sense that I only had taxes of {$1100.00} due for XXXX. Their actions and their unwillingness to update my XXXX will adversely affect my XXXX taxes. Additionally they mailed me a escrow surplus check of {$4200.00} on XX/XX/XXXX. They clearly do not have the escrow account information calculated correctly.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WI
Zip: 53704
Submitted Via: Web
Date Sent: 2017-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We took out a construction loan to remodel our home back in XXXX of 2016. And through that process we paid off our loan with Nationstar Mortgage. It has been over a year and we have yet to receive the release documents for that loan, which by law are to be issued within 90 days of the lender having received the funds. We are now trying to obtain permanent financing and running into a delay due to the release documents not being issued and recorded.
Company Response:
State: MT
Zip: 59715
Submitted Via: Web
Date Sent: 2017-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No