Date Received: 2017-02-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX I made an electronic mortgage payment of {$13000.00} which included my monthly payment of {$580.00}. I stipulated the excess funds be applied to my principal balance. The payment was applied without an issue. On XX/XX/XXXX Nationstar withdrew the regularly scheduled monthly mortgage payment from my account, {$620.00} ( {$580.00} regular payment & {$30.00} applied to principal ). Later that day I made an electronic mortgage payment of {$12000.00} to Nastionstar Mortgage specifying the entire amount be applied to the principal balance. I received confirmation from Nationstar the payment was received on XX/XX/XXXX ( Confirmation # XXXX ). The payment would have left a balance of approximately {$800.00}. To date the {$12000.00} has not been applied to my principal balance despite 3 phone calls ; XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and one email ; XX/XX/XXXX. I have not received a response to my email. With each phone call I was assured the issue would be resolved in XXXX to XXXX hours. I requested an email response at the end of the XX/XX/XXXX phone call with Nationstar representative, XXXX, Badge # XXXX. He assured me I would receive an email response from his supervisor, I have not. Today, XX/XX/XXXX I spoke to supervisor XXXX XXXX, XXXX ext. XXXX. She explained the funds were not applied to my balance because the remaining balance was such that Nationstar typically contacts customers to ask them to submit the entire payoff amount. I have n't been able to get any sort of response from Nationstar much less a cold call asking for more money to payoff the loan. As an aside I must say each representative I spoke with was courteous and tried to be helpful.
Company Response:
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2017-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This complaint is against Nationstar Mortgage LLC DBA Champion Mortgage. On XXXX XXXX, XXXX, my husband and I paid off our Champion Reverse Mortgage loan by refinancing the loan with a forward mortgage from a XXXX XXXX. We ( my husband and I ) took out the reverse mortgage in XXXX because we were not able to get a forward mortgage from any bank. We received a lump sum payment from the original lender ( XXXX Mortgage ) and made payments every month to XXXX Mortgage and then subsequently to Champion Mortgage to keep our total loan balance from growing exponentially. Even though payments are not required on a reverse mortgage, we opted to make payments. Our payments consisted of interest, and mortgage insurance premiums, with a letter attached explaining how we wanted our payments applied. In XXXX we had to file a complaint with the CFPB regarding our XXXX form for XXXX, we filed a complaint again in XXXX regarding our XXXX form for XXXX, and now again in XXXX we are filing a complaint regarding our XXXX form for XXXX. I sent a letter to Champion Mortgage on XXXX XXXX, XXXX ( 4 months after payoff ) asking for answers to several questions ( copy enclosed ). I received an incomplete response around XXXX XXXX, XXXX. On XXXX XXXX, XXXX I received the XXXX form for XXXX, and it is wrong again! On XXXX XXXX, XXXX I emailed the Customer Relations person at Nationstar Mortgage ( copy of letter emailed enclosed ) requesting a new corrected XXXX form. Since Champion Mortgage has all the documentation they need to produce a proper and correct XXXX form for me, there is no excuse for their delays and untimely responses. Maybe when they receive this complaint from the CFPB they will respond appropriately.
Company Response:
State: OR
Zip: 97068
Submitted Via: Web
Date Sent: 2017-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX I mailed a letter my mortgage lender, Nationstar Mortgage, requesting removal of PMI ( mortgage insurance ) cancellation as my home has reached below 80 % loan to value ratio. On XX/XX/XXXX, I received a letter from Nationstar XXXX that my correspondence was received and would be responded to in " less than ten days '' ... " no later than XX/XX/XXXX ''. On XXXX XXXX, I received a letter postmarked XXXX XXXX but dated XX/XX/XXXX stating on XXXX XXXX, XXXX they " submitted a request to our Private Mortgage Insurance ( PMI ) Department for MI removal ... dedicision which can take up to seven ( 7 ) to ten ( 10 ) business days. '' As of today, XXXX XXXX, XXXX, I have not received this letter. I have left several voicemail messages for Nationstar at the numbers they provide on the letters and have received no call back.
Company Response:
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX, I contacted Nationstar Mortgage and submitted a Request for Cancellation of PMI. We made numerous upgrades to the home and property since we purchased it in XXXX. I was told that in order to have the PMI cancelled, my home had to appraise for at least {$630000.00}. I was told a full appraisal would cost $ XXXX- {$700.00} and I authorized to have one done. Nationstar would pay for the appraisal and it would be on my account as a charge that I would need to pay. An appraisal was done on XXXX/XXXX/XXXX and I was told it should be provided back to the company within 15 days. I called Nationstar on XXXX/XXXX/XXXX and they still did not receive a copy of the report. On XXXX/XXXX/XXXX I called Nationstar and they finally had a copy of the appraisal report which I requested be emailed to me. After reading the report and the value given, I wanted to dispute the report due to the many errors it contained and felt the value was more than what was given due to the many upgrades we did to the home and property. I emailed my dispute to XXXX XXXX, the manager in the PMI department, on XXXX/XXXX/XXXX. I compared the descriptions, square footage, and details of my home to the appraisal report that was done in XXXX XXXX when we bought the home. I found additional errors in the report and sent a second email on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I spoke to XXXX in the PMI department. He confirmed for me that XXXX XXXX received my two emails. He explained the dispute process could take up to 30 days to review. XXXX to XXXX people in the PMI department handle the review. They would either accept the dispute or another appraisal would be done with no fee to me. I was to wait to be contacted regarding the review results which would be via phone for the first attempt and then vial email. On XXXX/XXXX/XXXX, I called and spoke to XXXX in the PMI department. He explained that XXXX was not in the office and when I asked to speak to a supervisor, he transferred me to XXXX. XXXX told me there were no notes on file and he would send an email to XXXX to call me the next day. I never received a phone call or email from XXXX. So I called on XXXX/XXXX/XXXX and spoke to XXXX and requested to speak to XXXX 's manager because I had not been given a call or email by her regarding the results of my dispute of the appraisal. I was given a name of XXXX XXXX who was an Assistant Vice President in Customer Service. XXXX told me she would leave a message for XXXX to call me. On XXXX/XXXX/XXXX at XXXX PST, I had not yet gotten a call back from XXXX XXXX I called Nationstar and requested to speak to her. I explained the situation to her and she told me she would get an update from XXXX and call me back by Friday. I received an email from XXXX letting me know she contacted XXXX and the appraisal was corrected with no increase in value. My XXXX bedroom, XXXX bath, XXXX sq. ft. ( total XXXX sq. ft. ) home in XXXX, HI was valued at {$580000.00}. It was in the best interest of Nationstar for the value of my home to not be the amount that was needed to remove the PMI payment of {$430.00}. I am submitting the emails I sent to XXXX XXXX and XXXX XXXX, along with copies of the XXXX original and revised appraisal reports, a list of upgrades we made which was provided to the appraiser and a XXXX appraisal report with this complaint. My dispute of the appraisal report was handled improperly and if not for my continued follow-up, I would never have known the results. In addition, I am being charged {$800.00} for the appraisal. If I want to dispute their results, then I must pay out-of-pocket for another appraisal to be ordered by the same company they contracted with the first time. I requested my realtor do comps on my home and on XXXX/XXXX/XXXX she provided an amount of $ XXXX- {$690000.00} if I wanted to list my home for sale. This amount would not have been given without consideration to the current market.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: From : XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXXXXXXXXXX To : Consumer Financial Protection Bureau Wednesday, XXXX XXXX, XX/XX/XXXX RE : NationStar Mortgage XXXX XXXX XXXX XXXX TX XXXX Lender / payment To Whom It May Concern : Mortgage Account Number : XXXX I wish to raise an official complaint in respect of NationStar 's treatment of my mortgage account on the basis that I do not believe that I have been treated fairly. My understanding of the basis of this mortgage was that the rate would only ever vary when the base rate changed and when there is a need explaining always on phone it is about escrow and if I need to complaint go to my california representatives. In XX/XX/XXXX NationStar buys or takeover my mortgage from XXXX and a month later they increased my monthly payment from XXXX to XXXX. This problem referred from the long silence they have when I try to communicate with them. They now seem to be telling me that they are able to adjust the tracker rate margin to XX/XX/XXXX. Had I known about this I would have chosen another mortgage product/lender since XXXX promised me something. I have been misled by both XXXX and NationStarXXXX and every customer service representative I have contact with and do not believe they have held over me some Financial Conduct Authority principles of needing to be clear, fair and not misleading. I have also been advised of case law which supports the requirement for important conditions to be made clear and obvious in contracts. That was definitely not the case in the NationStar mortgage documentation which they have sent me none. How many times I requested to a document to explain it to me? The replay always has been they DO NOT ANY RECORD. I have no copies to these changes except those computer printouts and then notices that they have been escalating my complaint to you. I understand that I am one of many thousands of affected customers and I will do all that I can to encourage as many as possible to fight NationStar on this issue should they continue to be unreasonable. I await your response. Your faithfully XXXX
Company Response:
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Tried paying my entire loan off XXXX times. They reversed the transfer payment XXXX times and charged me late fees even though I had proof that it was they that reversed the transfer. In addition they cost me an extra {$20.00} in wiring fees which they did not refund. You will wait on hold for upwards of XXXX minutes only to be hung up on BEFORE you talk to a representative. When you do manage to get a representative they will transfer you around for another XXXX minutes. They have managed to squeeze an extra XXXX months of interest and fees out of me all the while threatening to ruin my XXXX credit score if i do n't pay, which I have twice.
Company Response:
State: NC
Zip: 28443
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello, I have filed complaints against Nationstar Mortgage through CFPB in the past. The complaint that I am filing today is much the same as the former complaints, since Nationstar has still, to this date, offered no resolutions. Nationstar associates have stated that the situation has been resolved, however, they have offered no proof which can refute my complaints and the wrongdoing which has taken place regarding my mortgage. On XXXX XXXX, XXXX, XXXX XXXX, of Nationstar, responded to my complaint, through CFPB. Because his response did not resolve any of my concerns, or provide proof or documentation that I had requested, I sent a dispute on XXXX XXXX, XXXX. I never received a response to that dispute through CFPB. On XXXX XXXX, XXXX, I received a check which was a settlement from a lawsuit, XXXX XXXX Nationstar Mortgage , LLC. I have not cashed this check, but it does, however, confirm that Nationstar continues to have issues regarding their mortgage handling practices. My mortgage originated with XXXX XXXX XXXX, in XXXX. With it being my first mortgage, I was not aware that it was originally set up incorrectly. Because there is more than XXXX acres with my home, I 'm now told that the mortgage should have been set up as an agricultural, rather than residential. When interest rates dropped in XXXX, my wife and I attempted to refinance. We were told by several banks that our mortgage could not be restructured since it had been set up incorrectly. In XXXX, we attempted a loan modification. XXXX XXXX XXXX informed me that they were only working with customers who were at least 90 days delinquent on their mortgages. Because we desperately needed a lower interest rate, we went delinquent so we may complete a loan modification. XXXX associates misplaced our paperwork during the first two attempts. Finally after the third attempt, and seven months into the delinquency, when all documents were viewed, XXXX informed me that the Certificate Holders of my mortgage did not participate in loan modifications. I had not been aware that XXXX was no longer the owner of my mortgage. Upon inquiry, I was told that the mortgage had been transferred to XXXX XXXX Bank, XXXX XXXX XXXX, XXXX XXXX, XXXX. XXXX XXXX, XXXX XXXX, CA XXXX. This is also the address listed at the local Courthouse. However, if one does a XXXX search, this address is the parking lot of a XXXX XXXX XXXX building. I requested a phone number for this bank, and was given XXXX by a XXXX associate. The phone number is busy 24 hours a day. XXXX separate bank presidents of our XXXX XXXX Banks have done extensive research and found that XXXX XXXX has no connection to my mortgage. This may have contributed to the reason that XXXX could not complete a loan modification. I then attempted to complete a Short Negotiated Pay off with XXXX. My offer was under review when my mortgage was conveniently transferred to XXXX XXXX XXXX. The process then began with XXXX XXXX XXXX. It was basically the same story as XXXX. Faxing documents to complete a loan modification. If XXXX needed one line of one document, it was required that the entire file be re-faxed. Finally, XXXX also denied my loan modification attempt. I then attempted a short negotiated pay off. While my offer was under consideration at their underwriting department, my mortgage was again transferred, this time to Nationstar. The experience with Nationstar has been even worse than the XXXX previous. XXXX XXXX stated, " Additionally, we are unable to attest to the actions of XXXX XXXX XXXX and XXXX XXXX XXXX ( XXXX ) in regard to the modification process ''. However, when Nationstar purchased my mortgage, they purchased every aspect of the loan. This would include the improper securitization, as well as the fact that it was a toxic loan. Thanks
Company Response:
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Greetings All, Hopefully everyone is having a great week ... sorry to be a bother. I had been using XXXX since XX/XX/XXXX and had direct withdrawal configured for my account. At some point XXXX sold the mortgage to NationStar Mortgage, but neither bank provided notification of the mortgage transfer until XX/XX/XXXX - when I received a collection notice from Nationstar mortgage. I immediately called both banks and arranged payments for the amount due and configured automatic payment as the money was just sitting in an account waiting. The complaint - when talking to nationstar, I asked if this would affect my credit rating and they told me no, as there was a grace period. However, when I went to apply for a loan for Solar panels for our house, I was declined and when I checked my credit, I found it had dropped over a XXXX points due to NationStar marking it as over 60 days past due. So without providing 15 days written notice from the seller ( and never from the purchaser ), they transferred ownership of the mortgage and then negatively affected my credit rating ( which means I will not be able to refinance the variable rate mortgage they now own ). Nationstar had my address as they could send me a collection notice immediately when they thought I was past the 60 day grace period. However as my due date should be XX/XX/XXXX, I actually was within the grace period. My original mortgage was due on the XXXX of every month. When Nationstar took over the mortgage, they changed the due date to the XXXX of each month - which I told them was not legal as it changed the terms of the mortgage. They did n't appear to understand. I also asked for the transfer of mortgage ownership information ( 3 times so far ) and have yet to received it. And they keep getting my name backwards - not that big a deal, but a little irritating when you have to be transferred to different department each time so they can " correct it '' again. I contacted Nationstar and asked why I had been lied to and why credit was negatively affected. They sent me a pdf in email stating they had never put a negative credit mark on my record - however all the credit agencies say otherwise. So I responded back with screenshots from XXXX and have been waiting since XX/XX/XXXX for a response. I also filed a complaint against XXXX - who responded saying they attempted to send a notice, but got the change of address I had filed with the post office showing my new address .... so they had the new address, they just did n't use it. They provided a document for XXXX that was reprinted and had no date in it, just a stamp done after the fact on the top stating XX/XX/XXXX - which would not have been sufficient even if mailed to provide 15 days written notice prior to a transfer if the mortgage due date was XX/XX/XXXX. It would have been fine for a transfer on the due date ( XX/XX/XXXX ). XXXX provided no record of sending the document. SInce XXXX is not the entity that negatively impacted my credit, I 'm ok leaving it there. I want to know why my credit was negatively impacted when the mortgage company said it would not be and also why they did not contact me to tell me of the ownership change if they had my address - which they used to send me a collection notice as soon as it was in their best interest. thanks, XXXX
Company Response:
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was involved in a very XXXX accident in XXXX 2015. This began a downward spiral for me -- I was unable to work after 25 years as a XXXX XXXX. I had to wait nearly 10 months for my workmen compensation to be approved and had no income during this time. And this led to me defaulting on the mortgage loan for my manufactured home that I have owned for over 20 years. I have tried in vain to get Nationstar Mortgage to help me get back on track with this loan but it seems to me that the agents at Nationstar are vague and dishonest. I can not get a hold of anyone who knows anything about my mortgage. I have no assigned dedicated contact, and get transferred from department to department when I try to work to resolve my mortgage delinquency. The people at Nationstar say they will help, but it is just lip service and nothing actually happens. Now I have a foreclosure sale date set for XXXX XXXX. I ran into problems when I was involved in a XXXX accident in XXXX and ended up with a XXXX XXXX and XXXX as well as XXXX problems. To make matters worse, when I got back to XXXX I discovered that my mobile home had been broken into and my belongings had been stolen and the place was trashed. Due to the injury I was unable to work. I had been a XXXX XXXX for 25 years, but it took nearly 10 months to get approved for workmen 's compensation so I literally had no income during that time. I used what savings I had to keep up on the payment but eventually fell behind. I am now receiving SSI and have enough income to afford a fair mortgage payment. The problem is that I ca n't even get Nationstar to give me the time of day to look at my situation and review me for available programs. I have tried to resume making payments but am told I have to reinstate all missed payments at once -- I am not able to do this. However, I do have the means to afford a fair and reasonable payment if Nationstar were to conduct a review of my current financial circumstances. Why am I not being considered for a modification, or a forbearance agreement or a consideration for putting the late payments back into the balance of the loan? Why has Nationstar not assigned a point of contact and turned their back on me,? I also believe that Nationstar is violating the law for XXXX Homeowner 's. I have been told that they are required to conduct a review of the current financial situation of the homeowner before they foreclose ; this has not happened in my case, and I am filing a complaint against Nationstar to stop them.
Company Response:
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has marked flagged my account as missing or delinquent payments. The incident started with Nationstar increasing my monthly payment from {$1900.00} for XX/XX/XXXX to {$2000.00} to cover an escrow shortage of {$100.00}. At no time was I made aware of this increase in any written, email, or telephonic communications. Therefore, I continued to faithfully and on time make my usual payment of {$1900.00} for XX/XX/XXXX and XX/XX/XXXX which Nationstar accepted as payment from XX/XX/XXXX to XX/XX/XXXX. At no time was my payment rejected for insufficient funds. I was finally made aware of this shortage only through a Nationstar loan officer as I was attempting to refinance through Nationstar XX/XX/XXXX as it went through loan processing. I immediately made a payment of {$210.00} on XX/XX/XXXX to cover the shortage for XX/XX/XXXX and XX/XX/XXXX to make up the shortage. At no time was I made aware of a new payment and was under the impression this was just an end of the year shortage. Also on XX/XX/XXXX I made usual payment of {$1900.00} the same day, once again under the impression I was up to date and current on my loan. In my entire history with Nationstar I have never missed or been delinquent on a payment. I was made aware of Nationstar flagging my account as late on XX/XX/XXXX through a credit monitoring service. I immediately contacted Nationstar and was finally made aware of a new payment of {$2000.00} and payed {$100.00}, which posted on XX/XX/XXXX to once again cover the shortage for XX/XX/XXXX. XX/XX/XXXX payment of {$2000.00} has been made and is up to date. After several phone calls with Nationstar I have been unable to resolve this issue of a simple escrow shortage and extremely poor communication from Nationstar. At no time was I delinquent on any payment, as Nationstar accepted my normal payment of {$1900.00} for the months of XX/XX/XXXX to XX/XX/XXXX. For a simple escrow shortage Nationstar has flagged my account and has negatively affected my credit score. I simply want my account restored to non late status and my credit score to be fixed.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No