Date Received: 2016-12-30
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: XX/XX/2016 I decided to switch my homeowners insurance to XXXX XXXX. but after a couple of days literally I decided to stay with my old one because I found out that XXXX was higher. I notified nation star mortgage I told them I would mail the Insurance check back to them, which I did. My complaint is that I mailed the check back to them with a letter followed by XXXX phone calls stating to please put it back in my escrow account. When I called they told me it was in my account. When I called in XX/XX/XXXX my mortage payment had increased from XXXX to XXXX. I was very angry. They told me that they paid for XX/XX/XXXX and XX/XX/XXXX mortgage, I asked them Why? I had already paid it! look on your records '' They had taken the escrow check and used it for XXXX payments when they did not have too. When I asked them Why was n't I notified the gentleman told me he did have to it is called Hierarchy '' I told him that 's crazy and I am not stupid! I had to call up to the corporate office 3 months later to get my money put into my escrow. then it went down to XXXX and I called and asked why is it still high? they told me that I had to request a market analysis done..which is still high XXXX. My complaint is that I did have a decent credit score until this happen now my mortgage has a series of late payments which is due to their neglect and their ability to not put my money in my escrow account, along with the fact that they lied over and over telling me it was put in their and then not notifying me about the increase. when it was not and then telling me about the nonsense of " hierarchy ''
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2016-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My 15+ year mortgage was sold by XXXX to Nationstar earlier this year ( 2016 ). When I contacted Nationstar on XX/XX/XXXX to find out why my escrow disbursement had not yet been sent to myself or the city of XXXX and to find out when and how it would be sent ... Nationstar refused to clearly tell me how the escrow disbursement process worked and I was told that an expedited payment would be sent directly to the city and that I would be contacted as to when the payment was issued. When I expressed my concern and need for my tax bill to be paid in full before the end of 2016 and inquired as to how/when I would know the payment had occurred, I was told I would need to check with the city to determine if/when the payment was received. Nationstar NEVER contacted me about my expedited payment ... I only received SEVERAL marketing calls/emails from them ... .therefore, I contacted them. I was initially told that my expedited payment was issued on XX/XX/XXXX and I have been checking with the city of XXXX every day since then. No payment received. The week of XX/XX/XXXX, I again contacted Nationstar to confirm the expedited payment date and was then told that it was XX/XX/XXXX and not XX/XX/XXXX. I continued checking for the receipt of the payment with the city ... .no payment received. It is now XX/XX/XXXX, still no payment received. I contacted Nationstar this morning to again inquire about the expedited payment and was told that the payment was issued XX/XX/XXXX and pretty much that they 'd done their job ... too bad for me. This is the WORST mortgage service I have EVER received. Nationstar is clearly more interested in marketing to me then actually servicing my loan. I honestly feel like my loan was bought solely for marketing purposes and I am now suffering poor mortgage service as a result.
Company Response:
State: WI
Zip: 53704
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company, XXXX serviced by Nationstar Mortgage LLC continues to misapply my monthly payments. I have always paid my mortgage payment twice a month. This service provider recently purchased my servicing rights and sends me a past due notice every month stating that they have n't received my payment. After I call, they then find my XXXX payments and apply these to the mortgage. Every month I 'm told it has been corrected and wo n't happen again. I 'm tired of this run around. I believe this is a violation of the Prompt Payment section of the Dodd Frank act. This monthly call is a nuisance. My fear is that I 'm going to forget to call XXXX month and Nationstar will report negatively to the credit reporting agencies. Also, I 'm unsure that my payments are actually being processed correctly since I have not received a statement showing payments applied since Nationstar took over servicing rights.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23225
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: 1. In XXXX, we were placed in foreclosure in violation of the CA Homeowners XXXX. The illegal foreclosure continues and Nationstar Mortgage, Bank XXXX and XXXX XXXX Loans have again placed our home for sale at auction on XXXX/XXXX/XXXX. 2. The property was purchased in XXXX and the loan represented a property that was habitable with potable water. A domestic well serves as the only source of water for the property and we were told at the time of the sale that the water was potable and safe. We have since learned the lender did not obtain the lender-required XXXX XXXX XXXX prior to approval of the loan ( the property is within XXXX miles of a XXXX XXXX XXXX Site and lies adjacent to agricultural land ). 3. After we drank, cooked, showered and used the water for all personal hygiene for several years, we learned that there are hazardous, and significant levels of contaminations in the aquifers that feed into our well. We are unable to use the water for any personal use ( i.e., drinking, cooking, showering, hygiene, etc. ). 4. Disclosure of these contaminations define the property as " Hazardous, Toxic, Contaminated, Uninhabitable, Polluted, Blighted and a Nuisance '' as defined by CA and Federal agencies. The contaminations remain " steady state '' and we have learned the aquifer contaminations existed long before our property purchase. 5. We would not have purchased the property with knowledge of the contaminations. We have learned no lender in our area will approve a loan for a contaminated property ; if the lender required XXXX discloses contamination, all contaminated property sales are cash-only. 6. The contaminations are so high that there is no Cost-to-Cure : there is no domestic filtration system that can decrease the levels of contaminations down to the legal limits that are allowed for safe potable water. 7. Because the original mortgage loan was disguised as a property that is not contaminated, habitable with potable water, we have requested a principal loan reduction commensurate to the appraised value of the property with disclosure of the contaminations, as disclosure of the contaminations significantly decreased the property value. 8. XXXX XXXX XXXX XXXX filed XXXX federal complaints with the CFPB in XXXX. At that time, Nationstar reported to us that they have no authority to negotiate a principal reduction commensurate to the appraised value with disclosure of the contaminations, only the investor ( Bank XXXX XXXX has that authority. When I then contacted Bank XXXX, I was told Bank XXXX has no authority to negotiate a principal reduction commensurate to the appraised value with disclosure of the contaminations, only Nationstar has that authority. We are unable to obtain any clarification from neither Nationstar, nor the investor/Bank XXXX nor XXXX XXXX. 9. Recently, Nationstar advised us to send a letter to the private investor of the property living in XXXX as he/she has the sole authority to reduce the loan principal commensurate to the appraised value with disclosure of the contaminations. Our attorney sent that letter XXXX/XXXX/XXXX. 10. In the meantime, no-one at Nationstar will return my calls or email outreach. Moreover, our attorney has sent a plethora of correspondence to Nationstar, Bank XXXX and XXXX XXXX since XXXX with no response. 11. It is our understanding that our correspondence to XXXX XXXX ( XXXX - XXXX XXXX XXXX about this contamination situation ( including independent property appraisal with disclosure of the contaminations dated XXXX/XXXX/XXXX, correspondence to/from their managers, VP and legal team, laboratory reports documenting the contamination, etc. ) appear to be missing from the Nationstar files. We need a champion ; can you please help us?
Company Response:
State: CA
Zip: 95616
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Settlement process and costs
Subissue:
Consumer Complaint: In XXXX of 2016 I started a XXXX loan modification process with Nationstar Mortgage. When the final papers were drawn up they were inaccurate. They stated I was involved in active bankruptcy proceedings, which I am not, and that the beginning balance of my loan was XXXX, which it was n't. When XXXX XXXX transferred my loan to Nationstar my balance was XXXX with XXXX in escrow for taxes and insurance. I highlighted and corrected the errors and faxed the documents to Nationstar on XXXX XXXX, 2016 and they said they would look into it. Since that time I received a letter stating that my beginning balance was actually XXXX and was sent " amended '' paperwork to sign to finalize my modification and they were the same, and had not been corrected. I called and was reassured they would take care of it, which they have not done and they continue to robocall me morning and night and when I talk to the representative they are not aware that I am the XXXX waiting for them to correct their mistake. In the meantime I have made all my trial and modified mortgage payments on time. My XXXX counselor suggested I file this complaint.
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Attached is a letter from Nationstar stating that I requested for assistance. I do not know which assistance Nationstar is referring to because I never requested for any assistance nor did I discussed it with anyone at Nationstar. On XXXX XXXX, XXXX, at about XXXX, I spoke with my XXXX, XXXX XXXX about the status of my XXXX Loan Modification which they took over from XXXX Bank in XXXX as that XXXX Program is still in progress and yet to be resolved. She told me I have to re-apply for the program again and according to her the water shed is XXXX XXXX, XXXX : I think she meant to say deadline. I told her the deadline is for New applicants to the Modification Program to give them the opportunity to apply for the program to help modify their mortgage loan to a more affordable monthly mortgage payment. She disagreed with me and said both old and new applicants are to re-apply again. I also told her once you are in the program, you are in and there is no deadline for old applicants and that includes me. However, she decided she will mail me a packet and will be over knighted to me. Again, attached is the packet via XXXX. Also attached is my phone conversation with her on XXXX XXXX, XXXX at about XXXX regarding the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Lightening had struck my house and started a fire in the walls. The fire department was called, the fire was put out, and NationStar mortgage and insurance company called and informed of the event. The insurance company sent out their inspectors, who made assessments and quickly issued a check for an amount of {$77000.00}. When our XXXX company actually started to open the walls for all the fire and water damage, they found that the fire and water damage was far more extensive ( another XXXX XXXX dollars worth ) than what the first assessment was. The insurance cut the additional check. The problem is that the checks have to come to us, then to the mortgage company. The mortgage company will not release the money to the contractors. They always have some sort of issue with the payments schedule, materials, and anything to hold on to the funds. We have been out of the house for XXXX months, and it is still not fixed, because the mortgage company keeps holding the funds. The house only took XXXX months to get built. Right now we only have XXXX weeks to be out of this temporary apartment. After that we will be homeless.
Company Response:
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2016-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I normally pay my monthly mortgage to Nationstar online through an email link. This month the link did not work. I XXXX the web address. The website required that I submit my zip code and full social security number. I did not submit the full social security number because I was concerned about identity theft, and called the company to question as to whether they had been hacked. They had not. It is their policy because they have a new website to verify the full social security. I have seen companies verify only the last XXXX not the full social security and explained that to them. They have a total disregard for their customer security, asking for a full social security number online. I will not provide that and so now I am unable to use their online payment system.
Company Response:
State: IL
Zip: 60510
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am an XXXX member of the XXXX. I purchased my home in XXXX, paid the mortgage every month as agreed till now. Unsure how Nationstar Mortgage damaged this consistent payment, but they stated i did not pay my Mortgage for XXXX, XXXX and XXXX of XXXX then reported me 120 day past due in my credit report. My bank XXXX faxed documents ( Bank Statements ) proving all payments were sent electronically directly to them on time. Multiple calls were made, 3 internal Nationstar investigations/research completed, with no conclusion other than letters from Nationstar threatening FORECLOSURE!!! Nationstar has not only cause Pain to me and my family mentally and emotionally they have disrupted my financial standing by double dipping in to my checking account causing overdrafts and NSF. After informing them that i have the Credit Trace and File trace number for all the transaction made, they informed me over the phone it will be adjusted. I requested all findings be forwarded to my email for proof to my employers ( XXXX ). How is it that this company gets to XXXX up with no consequences? the damage has been done to my family and way of living, the mental and financial scares are deep. What is even sadder is i literally have fought and continue to fight and placed my life on the line to protect the freedom they enjoy today. Months without my children and wife, yes i understand i chose this, but does that make it ok for them to treat me like an XXXX or second rate citizen? I plan on taking legal action, i need help please. XXXX in need.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been working with Nationstar for over a year to try to modify my mortgage loan which was interest free for 10 years. However, the principal will need to be paid starting in XX/XX/2017. The principal payments reflect payments for a 20 year loan. I can afford payments on a 30 year loan. The current loan has been sold to a private lender who does not participate in the making homes affordable program. An additional issue is that there is ~45 % equity in the house. My husband was diagnosed with XXXX at age XXXX. This caused financial ruin for my family. I need help finding a way to refinance this loan so that I can keep my home for myself and my children.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94070
Submitted Via: Web
Date Sent: 2016-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No