Date Received: 2016-12-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am thankful to Nationstar for giving me a Permanent Loan Modification under HAMP. But I notice the following deficiencies in the attached Offer : 1. ) The HAMP prescribes a start rate of 2 % for the first 5 Years, whereas Nationstar started with 3 %. If I am eligible for the Modification at 3 %, why am I not eligible at a lower rate of 2 %? 2. ) Under HAMP there is an incentive of {$5000.00} ( and some of my friends got a XXXX incentive of {$5000.00} again, after 5 years ). However this has not been offered to me. 3. ) The Property Value is only {$510000.00}. Please see the attached print out from the XXXX Dept. of Finance. So using the XXXX Standard Water Fall Step of HAMP, I should have been given a Principal Forbearance of about $ XXXX, whereas Nationstar increased my Principal Balance to {$720000.00} and charging me interest on the whole amount.
Company Response:
State: NY
Zip: 11433
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage company has not payed my property taxes or my homeowners insurance for last quarter and there is plenty of money in escrow I have now got legal paper sent to me from state for unpaid taxes fined and late fee
Company Response:
State: IL
Zip: 61265
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-10
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I have never owe any money to XXXX. XXXX never holds any senior secured lien on my property. XXXX never provided any proof of claim on my property. I have never entered into a contract or any security agreement or voluntary lien with XXXX, I have requested numerous time R.E.S.P.A. QUALIFIED WRITTEN REQUEST. Such as any alleged Loan History, all RECORD HISTORY. Do you have servicer right,
Company Response:
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2016-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have had a very difficult time with Nationstar. It originally started with XXXX, then XXXX XXXX XXXX. I am now with Nationstar. I have never been offered help to save my home. I am 9 years late with an 8 % mortgage. We are over our hardship and would like to apply for a modification. We have never received a modification. Nationstar is saying XXXX XXXX is our investor and they do not do modifications. They refuse to offer help to save my home. I know for a fact that is not true, XXXX XXXX does loan modifications. For the the past 9 years the lenders would not help me with modification to avoid a foreclosure. Because of there dysfunction by mortgage is huge from interest and fees.
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Mortgagor is currently under contract for the sale of his property but servicer has a foreclosure date set for XX/XX/2016. Sadly mortgagor just realized he was scheduled for foreclosure the XXXX two days ago. I reached out to the mortgagee ( Nationstar Mortgage ) and requested a postponement of the foreclosure and let them know the current offer pays them in full but they said they wo n't guarantee me they will postpone. I am hoping they will but fear if they drag their feet I wo n't have time to stop the action. I am requesting the CFPB stop this foreclosure because the damage to my client will far outweigh any potential damage to the mortgagee and or investor on the loan. I know this is last minute but this case has compelling circumstances that warrant flexibility of the mortgagee.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: On XXXX XXXX, 2016, the borrower 's loan servicer, Nationstar, approved him for a trial modification. That trial modification commenced with a XXXX XXXX, 2016 payment. The borrower made all payments under the trial modification, and on XXXX XXXX, 2016, Nationstar approved the borrower for a permanent modification. The borrower executed the permanent modification agreement and mailed it to Nationstar on XXXX XXXX, 2016. On XXXX XXXX, 2016, that permanent modification agreement was delivered to Nationstar. On XXXX XXXX, 2016, the borrower mailed a qualified written request ( " QWR '' ) to Nationstar, which was delivered to Nationstar on XXXX XXXX, 2016. In that QWR, the borrower requested the fully executed copy of the permanent modification agreement ( i.e., the copy executed by both the borrower and Nationstar ). Under XXXX Nationstar is required to provide the borrower the requested documents and information within 30 days of receiving the request. However, to date, the borrower has not received the fully executed copy of the permanent modification agreement.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To Whom It May Concern, On XXXX XXXX, 2016 I made the payment for my XXXX mortgage payment. Shortly after making that payment I received a letter dated XXXX/XXXX/16, stating that my account had been suspended due to insufficient funds. It stated that I must pay another {$180.00} to bring my account current. ( See document # XXXX ). Around the end of the month I received a letter notifying me of the upcoming ARM adjustment ( see document # XXXX ) in XXXX, which is normal. However, the letter showed my current rate being 5.875 % and my current monthly payment being {$1000.00}. At first I thought these numbers were just dummy numbers to you see used to explain things. Not my actual numbers because I knew that was n't what my mortgage payment had been all year. A couple of weeks later in XXXX, I received a packet from Nationstar ( dated XXXX/XXXX/16 ) stating that since my payment was more than 30 days late, I could fill out the enclosed application for loss mitigation to see what the possible options were to avoid foreclosure. I filled out this application and submitted it on XXXX/XXXX/16. About a week later I received a call from a company called Balance stating they were trying to help me since I submitted the application for assistance. I scheduled a date to go over all my finances with XXXX at Balance. In this phone call he brought to my attention that it looked like my ARM had adjusted in XXXX making my mortgage payment {$1000.00} now. I was confused because I knew my ARM did n't adjust until XXXX each year. Then I remembered the letter that notified me of my upcoming ARM adjustment in XXXX but that had those " XXXX '' numbers. Then I realized those were actual numbers they were charging me. Sure enough! The rate on my XXXX statement ( see document # XXXX ) was 3.125 % ( monthly payment of {$910.00} ) but on the XXXX statement ( See document # XXXX ) it was showing 5.875 % ( monthly payment of {$1000.00} ). Not only was my ARM adjusting too early it was adjusting more than 2 %. Per my ARM rate limits : My rate can not increase more than 2.0 % or decrease more than 2.0 % AND is only allowed to adjust once a year ( IN XXXX ) - This is also stated on document # XXXX the notice of my ARM adjusting. See Rate Limits On XXXX/XXXX/16 I called Nationstar XXXX XXXX ) Customer Rep XXXX helped me but then transferred me to XXXX. After explaining to XXXX, he kept trying to tell me that this is how my ARM adjusts every year but said he was putting in a request to research this and this would take about XXXXXXXX business days. On XXXX/XXXX/16 I called Nationstar again and spoke with XXXX. She said this research takes XXXXXXXX business days. Again I called on XXXX/XXXX/16 and spoke with XXXX ( XXXX ) at first she could n't see where they were researching it but then all the sudden she saw were a research request was put in on XXXX/XXXX/16, XXXX/XXXX/16, and XXXX/XXXX/16. She was going to talk to the manager and would follow up with me by the end of the day. I never heard back from her but received a letter dated XXXX/XXXX/16 ( see document # XXXX ) stating that Nationstar was in receipt of my request dated XXXX/XXXX/16 regarding the loan serviced by nationstar. A response would be provided within 30 days but generally were answered in less than 10 days. I called again on XXXX/XXXX/16 ( XXXX ) and spoke with XXXX ( x XXXX ) who conferred with her manager XXXX XXXX XXXX XXXX. Per XXXX, XXXX XXXX made this adjustment NOT Nationstar due to an error in the past. I have not received anything from XXXX XXXX stating or explaining this anomaly regarding my rate and payment. This whole issue has completely messed up my finances and I 'm making every effort to get this corrected and get my account back into good standings.
Company Response:
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Client is wanting to save her home and has the means to do so - the loss mitt package was submitted to the lender XX/XX/2016 - 7 days prior to the sale date of XX/XX/2016 - the lender is not postponing sale to allow the review, they are now in violation of XXXX
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2016, XXXX of XXXX, NJ sold my mortgage to XXXX.. XX/XX/XXXX, I paid my mortgage payment to XXXX as instructed. XX/XX/XXXX, XXXX reported that our mortgage was 30 days delinquent for the XX/XX/XXXX payment which was paid to XXXX and posted on XX/XX/2016. Because of this, mine and my wifes ' FICO scores have dropped dramatically. We have never been delinquent. XXXX has not agreed to correct this despite our written complaints to them ( attached ).
Company Response:
State: TX
Zip: 79705
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/2016 I refinanced my home with Nationstar Mortgage company, and established an escrow account out of which taxes would be paid. In XX/XX/XXXX I received a bill from my county - XXXX , County Va - for my property taxes. I called Nationstar to make sure they would be paying taxes out of escrow and they assured me they would. In XX/XX/XXXX I received the first of many late notices from the County. I began calling customer service to find out why the payment of my taxes was n't paid, escalating to supervisors but not getting answers. Then, in XX/XX/XXXX, I received notices threatening seizure and sale of my property. During this time period - from XX/XX/XXXX to XX/XX/XXXX - I made over 15 calls to Nationstar only to receive promises that they would research my claim to find out why my taxes had not been paid. Each time I called was told they would need to do research and get back to me in 3 days, which they failed to do. I then called another service number which was supposed to be an escalation phone number. My escrow account had the funds to pay out the taxes but again I was told that there was research needed and they would get back to me but even they refused to follow up and the taxes did not get paid. Finally in XX/XX/XXXX, after receiving notices from the county that my income tax refund was being held until my property taxes were paid, I found the number of a VP of Customer relations and called to tell him my problem. Again I received promises of resolution but did not get returned calls. After recieving a summons from the County to appear in court, I emailed a copy to the VP requesting confirmation of receipt. I did not hear back from him nor anyone else at Nationstar. I found another number on the internet and I escalated to another VP. As of today, after over 20 calls to various parts of Nationstar over several months, I have another promise that the money has been sent to the county. The county has n't recognized the payment and I have 2 days to make sure the property taxes are paid or I have to show up in court. My income tax refund of over {$1000.00} is being held by the county, I have a summons to appear in court, and my previously pristine credit rating is likely destroyed
Company Response:
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No