Date Received: 2016-11-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: After multiple attempts to get help to save my property from foreclosure I was offered a mortgage modification that is worth 3 times what the property worth a bigger debt in return for an affordable payment. How is this supposed t to help me?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: NationStar had completed all the refinancing paperwork, then abruptly cancelled my loan application because of a supposed tax lien that goes back to 2006. There is NO current tax liens. I told the NationStar representative, XXXX, to call the supposed beneficiary. NationStar refinanced my house in XX/XX/2011- well after these tax loans had been paid off. There were NO Title problems then and there are none now. I am contending that NationStar chose to cancel my loan because interest rates had risen. NationStar is just as greedy as every other company in your business.
Company Response:
State: TX
Zip: 76092
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/2016, my home was flooded in XXXX XXXX, LA. Initially, I received an advance from my insurance company. It took 5 weeks for Nationstar to release the advance after I had to upload receipts in regards to the money I had already spent eventhough my insurance adjuster had written a detailed letter stating that the money was for cleanup and demolition. I complied with Nationstar. On to my final payment from my insurance company, I received confirmation after nearly 90 days that my payment was in route. I immediately uploaded all receipts and invoices then contacted Nationstar. At that point they requested proof my adjuster was authorized to do the claim from my insurance company, they have refused to send me a hold harmless and intent to self-contract ( which is ok by LA law ), they have not accepted documents for no valid reason that I have had to re-upload. I have requested an inspection on XXXX/XXXX/2016 for 50 % completion, which I have paid for all repairs up to this point, just to get my house completed. I received a call today and the inspector is unable to get here until XXXX/XXXX/2016 at XXXX. This is unacceptable. I just want to finish my re-build. I 'm not asking for all of the money, however, I would love to have it all. I 'm just asking for a portion of it so that I can finish the rebuild of my home.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX My mortgage was transferred to Nationstar Mortage LLC from XXXX XXXX Co. I mailed my monthly payment to them as instructed with new loan number written on check. I also sent this payment certified mail. This payment was never applied to current loan account. Instead, payment was applied to an old loan account I had with company from XXXX. This old account has been closed. My XXXX payment is sitting in unapplied funds for old account, as I can view this when I login to my account. I have been calling trying to get this resolved. I made my XXXX payment, also certified mail, which was then applied for XXXX because they ca n't seem to move the funds from XXXX loan account to another for XXXX. I made another payment today ( XXXX/XXXX/XXXX ) on line to make account current and to avoid late fees and negative credit reporting. I have detailed notes from XXXX until now with the names of various " representatives '' I have spoken to. Every time I speak to one they respond with " I will submit a request and it takes XXXX to XXXX hours. '' I then call back for follow up and get the same response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97501
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I fell behind in my mortgage due to some financial hardship. Nationstar Mortgage is my current lender and they raised my mortgage payment by {$300.00} dollars, without notifying me of the increase because of an escrow shortage. I called Nationstar to make arrangements or determine what my options were. They had began the foreclosure process. At that time, I began to go through the modification process with Nationstar. I submitted paperwork after paperwork, only to be told several times that they did not have the documents. I submitted the same document over 5 times, as they repeatedly told me they did not have it. At that point, I began to get nervous because I read that this is a standard practice of Nationstar to stall its consumers. I had been assigned to a loan specialist, XXXX XXXX, who I understand is the lead loan manager at Nationstar. I would call Nationstar to follow up with him, but it always went to his voicemail, and I would have speak with other agents, who appeared to be incompetent and unhelpful. After weeks of trying to get all the documents to underwriting, it finally made it with a daunting foreclosure sale date XX/XX/XXXX. Nationstar informed me that the modification would postpone the sale date. I was advised that it would take 20 to 30 days for the process. My documents were in to underwriting on XX/XX/XXXX. I called to inquire when I would receive disclosures forms, because I have no idea what type of modification I was applying for or the terms. The rep on the phone stated 3 to 5 days. I did not receive any disclosure forms but I received a copy of my credit report along with the coborrower. I called Nationstar, to request the status of the modification and when I should expect to receive my disclosure forms. The Nationstar rep informed me that I have been denied for all the modification available because I did not occupy the home. What??? I have lived in my home for over 8 years. Mind you, I have called Nationstar over a 100 times during this process and this is one of their verification questions. My answer has been the same each time. Yes, the home is owner occupied with me! The Nationstar rep informed me that I would have to wait to get my denial letter to appeal. I could not understand this and I refused to get off the phone until the matter was escalated. After an hour on the phone, my dedicated loan specialist, XXXX XXXX joined the call and apologized for the mix up and stated that he would work with underwriting to resubmit. He stated that he would walk it over personally. I am nervous because I feel like I am getting the run around and Nationstar is going to take my house from me by giving me the runaround. The horror stories and reviews are awful from consumers going through this process with Nationstar. As a consumer, this type of treatment and lack of competency on Nationstar staff is unacceptable. I am just trying to save my home and get back on track. I do not have faith in this process with Nationstar and I need help.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2016-11-18
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a shortage in my escrow account so an analysis was done in XXXX and my payment was going to increase effective XXXX 2016. I did end up paying a portion of the shortage in XXXX 2016. On XXXX/XXXX/16, I requested that another escrow analysis be run since making that escrow deposit. The analysis was run and my payment was going to be lower than projected but around XXXX higher than my current payments. I am fine with the increased payment, however, Nationstar said that the increased payment was due immediately. They gave me no notice.
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Contacted by my my mortgage company, Nationstar Mortgage that I was eligible for a recast of mortgage due to paying HARP refi on time for 6 years back in XX/XX/XXXX. Since that time, I have been told repeatedly that all was in order. Then when I pay the new amount, they keep saying I am denied and owe more money. This has happened 3 times! What can I do?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I FILEED FOR MORTAGE MODIFICATION WITH XXXX IN XX/XX/XXXX. XXXX CONTINOUSLY DENIED MODIFICATION BASED ON MY NAME. AT FIRST THEY SAID I WITHDRAW APPLICATION WHICH WAS NOT TRUE. AFTER ALMOST A YEAR THE MODIFICATION WAS APPROVED IN XX/XX/XXXX. XXXX SOLD THE MORTAGE TO ANOTHER COMPANY CALLED NATIONSTAR WHO IS NOW SAYING THE MORTAGE IS BEHINED XXXX AS PER INFORMATION FROM XXXX. XXXX IS SAYING BECAUSE THEY DECIDED TO APPROVE MODIFICATION FROM INTIAL DATE. NATIONSTAR IS NOW SAYING THAT THEY WO N'T ACCEPT MY MORTAGE PAYMENTS BECAUSE OF THE XXXX ACCOUNT IS NOT CURRENT. I REALLY NEED HELP I JUST AM GETTTING BACK TO WORK AFTER HAVING XXXX AND THIS IS STRESSING ME OUT BECAUSE NOBODY CAN SEEM TO HELP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2016-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: There is a legal correspondence dated XXXX XXXX, XXXX to the Executive offices of Nationstar. Nationstar has yet to provide the information requested to XXXX XXXX 's prior letter dated XXXX XXXX, XXXX. In the abundance of caution, XXXX XXXX has sent a letter of Complaint from the Law offices of XXXX XXXX along with a settlement proposal dated XXXX XXXX, XXXX, as a follow-up to his unanswered XXXX XXXX, XXXX Letter. Nationstar ' response dated XXXX XXXX, XXXX states, " Furthermore, in regards to the internal correspondence provided in a resolution package : please understand the conversation was regarding your request for an appeal of the loss mitigation decision with the prior servicer, for which we have provided a Decision Letter .... '' Nationstar ' prior letter dated XXXX XXXX, XXXX states " Furthermore, please be advised Nationstar can not attest to the prior servicer 's actions, including their obligation, underwriting, or lending processes. '' Nationstar continues these evasive and convoluted responses which go to the heart of the issue that Nationstar 's investigation is solely limited to " provid ( ing ) a Decision Letter '' which we have maintained is erroneous and uses incorrect information and inputs. Nationstar provided an email communication between XXXX XXXX and XXXX XXXX of NSTR, with no underlying documents other than the letter itself. ( Attached ) XXXX XXXX XXXX request " figures used to calculate the NPV '', and XXXX XXXX response states " this is what I found from our XXXX denial ''. No figures are provided. We allege that the denial was underwritten for the XXXX and not the XXXX program and XXXX has not provided confirmation that this was a DOJ decision instead of XXXX that disallows loans with balances greater than XXXX. XXXX ' continuing references to prior letters have not addressed this specific complaint and are non-responsive. We are requesting validation under DOJ of XXXX performed by XXXX as claimed in the INTEROFFICE EMAILS : Additionally, NSTR 'response letter of XXXX/XXXX/XXXX to XXXX. of CA XXXX. XXXX wherein XXXX claimed my file was evaluated under the DOJ Program & resulted in a negative NPV is materially false.. NSTR confirmed that " NSTR only facilitated documentation creation for DOJ program and an actual calculation of data was run by prior servicer, the previously enclosed DOJ letter of declination, XXXX/XXXX/XXXX, provides the inputs used in the review. " This further confirms XXXX ' absent investigation into facts, and apparent negligent reliance on a XXXX review in XXXX XXXX, performed by prior servicer, and only facilitated by XXXX. No comprehensive or analytical research was conducted as required under the XXXX Model XXXX, Supplemental Directive and DOJ guidelines as required under Successor Servicer obligations under Stipulated Judgment when a homeowner provides an Appeal on issues of XXXX and erroneous inputs. This is clearly a XXXX underwriting chart that includes only XXXX correction which was the Appraised Value of {$680000.00}, however the chart makes no offsetting provisions for current outstanding loan balance as {$860000.00} ( field # XXXX ) thereby rendering this particular run as ineligible since it exceeds the XXXX program limit of {$720000.00}. XXXX is using disqualifying inputs without understanding their results or the methodology for proper NPV evaluations or the difference between DOJ and XXXX XXXX modeling. The input fields pertaining to XXXX and principle reduction are shown on the chart and labeled as " null '' which are inconsistent with a DOJ XXXX XXXX run. XXXX created a fail for an altogether different program and uses this as justification for the decline. Therefore, we now request a meeting with an executive level Manager to address these issues. I am also including XXXX QWR for material information used in the alleged decline dated XXXX
Company Response:
State: CA
Zip: 91364
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: my elderly mother is in the middle of a reverse motgage forclosure i have been trying to contact the lender on numerous times as well as there attorneys with no repplies being returned i have noticed going through various paperwork of hers that this loan that elprted out with XXXX then became XXXX then to champion and now on the legal documents is now nationstar dba i and my mother are totally confused all i am asking the lender for is a payoff amount on the loan and time to sell the home and help my mother preserve a few years of life she might still have left i have no idea why this loan has been transfered to different banks any why this is even legal my mother was talked into this loan by her brother some years back i do not know who else to ask for help as there is so little helpful information on these loans to be found as i said above all i want to do is help my mother sell her home before we can not these loans are a disgrace and should be made illegal thank you and i hope you can help us
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No