Date Received: 2016-11-14
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I sent a certified mailing to Nationstar Mortgage company and they received it on XXXX XXXX 2016. A XXXX XXXX signed for it per the returned certified mail documentation. This mailing pertained to a document they were supposed to sign for my refinance process. I have not yet received any return document in the mail from them. I have been in telephone conversations with various agents of Nationstar and no one can tell me about this particular document that I need to finish the refinance process in about 2 months, when it normally takes about one month to complete! My main agent is XXXX XXXX at XXXX. He has tried his best to remedy this problem with the head office and he says has had no luck. The main issue for me is that no one has contacted me with any information ( except for XXXX ) to let me know if there is a problem with the document or anything else!! I 'm just not sure what else to do at this point!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-12
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We took a mortgage from NationStar Mortgage LLC three years ago. We have maintained a perfect record of payments ever since. We received a check for {$250.00} last month for " Refund of items overcharged at closing. ". How can a mortgage company force us to give them a three year loan without paying any interest?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94404
Submitted Via: Web
Date Sent: 2016-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Last month the fly-by-night outfit ( Nationstar ) that bought my mortgage tried to charge me late payments dating back a over a year to XX/XX/XXXX, which of course would be illegal. However, since Nationstar acquired my mortgage my payment has gone up and down considerably without notice, so I looked at my statements. I 've owned my house since XX/XX/XXXX, and the purchase price at that time was {$23000.00} plus closing costs and my current mortgage statement with Nationstar states that I still owe more than {$20000.00} on my house -even though there were times ( since XX/XX/XXXX ) that I made double mortgage payments on the principal loan. I would like the CFPB to investigate the entire life of my mortgage loan, looking for irregularities of which I believe there are several. My Nationstar Mortgage reflects nothing from my previous loan/mortgage with XXXX XXXX XXXX so it appears as though my mortgage began in XX/XX/XXXX instead of XX/XX/XXXX when I bought my house. Nationstar wants to charge me {$15.00} because they updated their website ; they also have {$5.00} and {$10.00} 'fees ' added to my account indiscriminately from XX/XX/XXXX onward so it appears that I never paid my mortgage on time. They also want to charge me {$25.00} to see a payoff amount or the entire terms of my mortgage. This was never the case when XXXX XXXX XXXX held my mortgage, I could see my entire loan at any time. I 've asked Nationstar about all of this but they refused to send me any information, is there anything you can do to help me? Thank you, XXXX XXXX
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2016-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Had hail damage in XXXX and insurance did there part now nationstar mortgage has had my funds since XXXX and it is now XXXX. I 've sent over every document they have asked for and in XXXX they sent one check and asked for the same paperwork that was submitted with the contractor amount so I sent that so they would release the remaining amount and they approved the paperwork and when they sent the check they put somebody else 's name on it so I called and returned it and was told that they were going to burn it and resend another one but three weeks later they want the same paperwork I 've already sent and then the representative tells me that he sees in the notes that everything is there and that he is getting it approved and then I get notified by email that the check was released and then when I receive it, it is a very small portion and has the same wrong name on it. These guys are terrible at there job. Need help cause I 'm tired of dealing with XXXX who tell you one thing and then something different happens
Company Response:
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2016-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/XXXX, my home was unfairly foreclosed by NationStar Mortgage , LLC. When I originally purchased my home in XX/XX/XXXX, XXXX XXXX serviced serviced my loan and in my original loan I had no escrow. I paid taxes and insurance separately. XXXX serviced my mortgage loan after XXXX and XXXX honored my original loan and did not collect additional escrow. In XX/XX/XXXX, Nationstar Mortgage , LLC began to service my loan and they fraudulently added escrow to my original loan note. Nationstar Mortgage unlawfully collected escrow from my regular monthly mortgage payments and in XX/XX/XXXX they began to return my monthly mortgage payments back to my bank. I called Nationstar Mortgage , LLC to inquire on why they returned my payment. They claimed it was because I did n't have insurance on my home and they needed to collect the entire escrow amount for taxes/insurance instead of my regular monthly payment of {$560.00}. I explained that I 've never escrowed and I 've always paid my taxes and insurance separately. They asked me to fax proof of insurance and I did just that. The next month they did exactly the same thing and refunded my payment again. I called them again and they claimed they never received my fax. I sent in proof of insurance again and sent my mortgage payments once more. This time they acknowledged receipt and claimed they would correct the escrow error in their system. That did not happen as they continued refunding my mortgage payment for the next 5 months. Nationstar Mortgage negligently foreclosed on my home despite the proof of insurance they asked me for. I went as far as conference calling them with my insurance agent on the phone where she explained to Nationstar 's customer service XXXX that I did indeed have coverage and had not lapsed since I had been their customer, from XX/XX/XXXX-XX/XX/XXXX. Nationstar Mortgage , LLC sent me a letter acknowledging that I had insurance coverage and stated they were going to credit me for overpaying and they were going to correct that information in their system. That obviously never happened. They never corrected it and every time I would call them to inquire on why they were still reimbursing me my mortgage payments, no one knew what I was talking about since there were no prior notes made from their reps informing them about the escrow issue being resolved. At XXXX point I phoned Nationstar Mortgage and I was told that I had over {$4700.00} in escrow balance with them and that from there they were going to pay my taxes and insurance. They never paid my property taxes nor did they credit me back for the insurance amount they negligently placed on my mortgage note. I stopped sending payments to them in XX/XX/XXXX because they continued sending my payments back and they refused to work with me to resolve this matter. Please see my attached documents that verify proof of insurance, proof of property taxes that I 've paid from XX/XX/XXXX-XX/XX/XXXX. I had a previous mortgage loan with Nationstar Mortgage , LLC for a home I briefly owned in XXXX, XXXX. That property was foreclosed on back in XX/XX/XXXX or XX/XX/XXXX. I bought the home for {$320000.00} in XX/XX/XXXX and when Nationstar foreclosed on it the property was valued at about {$240000.00}, which is what they sold it for. NationStar began to send me collection invoices for the difference of about {$77000.00}. Then the last statement I received from them was for about {$150000.00}. Next thing I know they are servicing my home loan for my home in XXXX and insisted that my home loan had escrow. Some of the statements I began to receive from them had my name and the XXXX, XXXX address and loan number with my XXXX home loan amount. I strongly believe they confused the loans and wrongfully foreclosed on my XXXX homestead property and forced me and my XXXX sons out of our home!!
Company Response:
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I find it interesting and not a coincidence that Nationstar did an escrow analysis on my account AFTER I filed a complaint on XXXX. complaint # XXXX. When I checked their website before I filed the complaint on XX/XX/XXXX, it said my next escrow analysis would be XX/XX/XXXX. Before XX/XX/XXXX, it showed the next escrow analysis would be XX/XX/XXXX. So why was one completed AFTER the complaint was filed? Why did the website show the next one would be completed next year XX/XX/XXXX? I am sorry but I XXXX! AFTER I submitted the complaint and right after they responded, on XXXX, on XXXX they did an escrow analysis. So I do n't believe this is a coincidence but rather a result of filing a complaint against them. so now my payment is going up again by almost {$100.00} which again defeats the purpose of the modification, my payment is now higher then before it was modified. If I dont make the full payment then I get kicked out of the modification program and my house goes back into the Foreclosure process. How is this helping homeowners stay in their homes???? They cant admit they are wrong EVER and still refuse to prove that a lower interest rate was given over the phone multiple times. They have the proof in their phone recordings but refuse to provide that proof because they know they are wrong. Yes the modification paperwork was signed but again phone records should prove that this was still in question but due to the shortest timeframe ever, there was too much of a risk of losing the modification while the interest rate was still being disputed. which I was reminded of multiple times over the phone.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-11
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: To Whom This May Concern, I am a resident of California and a XXXX American Veteran. I am requesting your urgent assistance with a problem I am experiencing with the U.S Department of Housing and Urban Development ( HUD ). I currently have an FHA loan on my home. Due to personal hardship following a job loss, I requested a payment modification with my mortgage company ( Nationstar ). I was granted the modification. I soon decided the only long term option I had was to sell my home. I put my house on the market and soon entered into Escrow with a buyer. During the title search I learned that there was a {$25000.00} lien or second mortgage put on my home by HUD which was part of the payment modification that I knew nothing about. Nationstar doesnt have a record of any of this either. Now I am waiting on the state ( HUD ) to provide some type of information so that I may proceed with the sale of my home. HUD has provided zero proof or information regarding this lien and am just getting the runaround when contacting them. I have been waiting for 2 months now, and time is not on my side. This is going to cost me my home if the state does n't provide something so I can sell the house with a clean title, payoff my mortgage company and attempt to rebuild my life. I 'm not asking for a handout or for any waiving of money that I actually owe, I 'm asking for your help in getting this cleared up or at least some explanation from HUD. Thank you for your time and assistance in this matter. Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX
Company Response:
State: CA
Zip: 91752
Submitted Via: Web
Date Sent: 2016-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Due to hospitalizations and loss of income due to time off our mortgage payments fell behind. We never received a demand letter. I called on XX/XX/XXXX to find out about our options since they would not take a partial payment. I was told I would need to pay {$3100.00} in full and no partial payment would be accepted. I was advised to apply for the Mortgage modification assistance and Nationstar representative would email me the forms. I was also informed that if I applied for this it would put the foreclosure on hold until a decision was made. I did not receive the forms, my husband XXXX called back in later on XX/XX/2016 and requested them again. We did not receive them so I called back in on XX/XX/2016 again was told they would email them to me and I never received them. I went out to the website and found the forms and sent them on XX/XX/2016, however, it was not all of the forms needed since I was just guessing since the representatives never sent them. I called Nationstar again on XX/XX/2016 because I received a letter from an attorney about the foreclosure. I was assured that nothing had been done with it yet since we did n't have a foreclosure date yet. I also verified the forms needed and the minimum payment they would accept as {$3100.00}. I resent all forms and documentation again on XX/XX/2016. XXXX called to try and make the payment of {$3100.00} on XX/XX/2016 as well and was told that now the minimum would be close to {$5500.00} due to additional payment and fees including {$850.00} of legal fees. XXXX called the attorney and they said they have not billed Nationstar for any charges yet since they have not done anything with the paperwork yet. I called Nationstar back and explained that in all XXXX of my phone calls I very clearly asked repeatedly to verify the minimum payment of {$3100.00} and to verify that once these forms were submitted for the modification the foreclosure processes would be put on hold. The supervisor I spoke to said there was nothing they could do and it will take XXXX days to listen to the phone calls, but it does n't change the fact that the new minimum payment as of XX/XX/2016 is {$5500.00}. I am frustrated that we have made several attempts to make payment and they refused and did not inform us that the amount was almost {$2200.00} more than what we were told on several occasions. They will not accept my payment and more legal fees could be added daily. The representative I spoke to on XX/XX/XXXX also refused to give me any information on filing a complaint due to unfair banking practices. I am hoping this is the correct agency.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68005
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I suffered a water damage loss on XX/XX/2015. I wiped out my laundry room, the master bath closet and foyer closed which all adjoined the laundry room. I submitted a claim and was given a {$5900.00} award to repair our home. To this day they have not sent the check from Nationstar Mortgage Co . They claim that it is because I am behind in my mortgage payments. I can not do anything about that as I am XXXX and can not work until I can have my XXXX. In the meantime, they keep telling me that they need more and more documentation from contractors etc. I told them to make out the check directly to the XXXX so they would not have to fear that I am going to leave my home and run off with their money. I have lived her since XXXX and I am trying the best I can to recover from : the stock market crash, the housing bubble bursting, XXXX and otherwise. I am XXXX and they are making my life XXXX. Without the use of a laundry room or closet in our master bedroom one can only imagine our life with clothes needing to be taken to the laundromat weekly, no place to hang them and the house being in disarray. It is depressing and totally unnecessary Would someone please help us? We are at our wits end here.
Company Response:
State: NV
Zip: 89120
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: on XX/XX/XXXX i was on difficult with my payment and was trying get a modification for get a comfortable payment but on XX/XX/XXXX my home was sold on foreclosure but one lawyer review my case and accept help me for bring back my property because he saw a lot of irregularity in the sale then the XXXX XXXX XXXX offers to us a modification and XXXX for dismiss the case ans we accept for recommendation of my lawyer the modification was XX/XX/XXXX and my first payment will be on XX/XX/XXXX but the bank dont send to my the bill for send my pay then i call to the XXXX XXXX XXXX and they said my loan was sold to nationstar mortgage then i call them for request my statement under my name for send my pay they answer they do n't can talk to me because i have a lawyer then i return with my lawyer and explain the situation and he said wait don ; t worry nobody know your door ok then i wait for two month and i ask for my name on the title and he said i ; m working on ok but he was charge to me XXXX for the modification and the litigation then i suspend the total payment until he finish the job the he let me know came back for sing the settlement agreement and release on XX/XX/XXXX after singed he promise my property title will come under my name then I trust on my lawyer and paid in total XXXX dollar for the job but pass the time and the property do n't see my name the property continue under XXXX, then I when at the assessor information and they do n't can give me information because XXXX XXXX XXXX on XXXX ca XXXX is under XXXX not at XXXX XXXX then i when with the lawyer on XXXX county and they said no body can help me for bring to me at the title then SOMEBODY help me for contact to you after talk to the consumer protection the XXXX XXXX XXXX call me and they send to me a REQUEST FOR DISMISSAL on XX/XX/XXXX and I SINGNED BECAUSE Iwas looking for my title on my home after thats the XXXX XXXX XXXX made a request for tranfer ( notice of proposrd escape assessment with date XX/XX/XXXX i have the evidence for all i said for myself and and on XX/XX/XXXX i filed a case no XXXX AND I HAVE THE MINUTE AFTER of judge court i hpe you have idea and also I TRY STOP the sale foreclosure that is for XX/XX/XXXX i hope you can help me for my case
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93033
Submitted Via: Web
Date Sent: 2016-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No