Date Received: 2016-11-10
Issue: Settlement process and costs
Subissue:
Consumer Complaint: The following is an addendum to the complaint I rendered on XX/XX/2016 pertaining to my loan modification with Nationstar : I neglected to mention that this loan was written under the auspices of the MAKING HOME AFFORDABLE PROGRAM via the U.S. government, which was designed to make mortgage payments more affordable for struggling homeowners. Nationstar arbitrarily increased our modified payment -- under the guise of re-paying an " escrow shortage '' ( that we knew nothing about ) pursuant to an " escrow analysis '' that Nationstar suspiciously conducted -- without our knowledge -- AFTER we signed the loan agreement for the moderately " more affordable '' modified payment. HOW IS NATIONSTAR COMPLYING WITHIN THE GUIDELINES -- AND ADHERING TO THE PURPOSE OF THE MAKING HOME AFFORDABLE PROGRAM WHEN THEY ARE INCREASING SET MODIFIED PAYMENTS- ( BEFORE THE PAYMENT IS DUE, AT THAT ) THEREBY PERPETUATING THEIR PRACTICE OF GAUGING AND BLEEDING THE CONSUMER OF FUNDS THAT THEY DO N'T HAVE? Nationstar 's actions pertaining to the underhanded increase of the modified contractual payment reek of XXXX -- and are against the law.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I requested to cancel my escrow account and Nationstar refuses because they say my LTV ratio is above 80 %. It is 89 % according to their calculation. This is not possible as I put down 20 % of the purchase price when I bought the home in XXXX of 2009. I am located in a very desirable neighborhood in XXXX, CO. This home has only gone up in value. I have paid my hazard insurance in full for the year, I have never missed a payment or even been late with a payment. This is a simple request that is well within my rights a responsible home owner and I have wasted way too much time trying to get this request fulfilled.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Nationstar is my mortgage lender. I applied for a XXXX cash out refi to make repairs on my home. The purpose of the loan is to purchase or refinance. I need the equity out of the loan to make the repairs. that is the purpose of the loan. I have an FHA loan insured by HUD. I meet standard credit guidelines. I am gainfully employed. I have live in the home 17 years. I need a new roof and a new garage and painting upgrades to the bathrooms and kitchen also repair bathroom leaks that have caused damage. the roof is dilapidated and in serious need of repairs. the garage door is in serious need of repairs as well. I need to do upgrades in the bathroom and kitchen and repairs bathroom leaks that have caused damage. the Appraiser lied on the appraisal. she took picture of the garage and said they was the attic. She did not look at the attic. that was not true I was standing there in the garage when she took the picture. She did not make comparable comparisons to my home. Nationstar wants me to make the repairs then the will do the loan. But that is illogical. once I make the repairs I wo n't need the loan. I do not have enough money to make such substantial repairs at once and the need to be done immediately. They are not following FHA guidelines. The FHA is backing a loan on a substandard home and will not give proper resolution on the property. this is the statement I was sent from nationstar about the loan. " After receiving your appraisal and sending it to the Underwriter for review, we ca n't move forward with your refinance until the following items are repaired : '' 1. ) Have a properly functioning garage door 2. ) All peeling/chipping paint sealed 3. ) Pass a roof inspection 4. ) Pass an inspection for damage to the areas where water had leaked to lower, level ceiling and cost to cure the ceiling by a licensed contractor 5. ) A barrier constructed to prevent any safety issues for the storm drainage ditch This exactly the reason for the loan. To make the repairs.
Company Response:
State: TN
Zip: 374XX
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar was sending excessive amounts of marketing materials, sometimes 2 a day, to my home address. On XXXX/XXXX/2016 I called requesting to opt out of all marketing materials, but asked to still receive account servicing updates Agent XXXX assured me she updated my status. To my surprise, I received a letter dated XXXX/XXXX/2016 stating that my account had been put into a 'Cease & Desist ' status and I would no longer receive ANY updates regarding the status of my loan. On XXXX/XXXX/16 I called Nationstar to bring this error to their attention and requested the issue be corrected. Agent XXXX advised he was unable to update the status of my account and directed me to write a letter asking for the Cease & Desist to be lifted. I asked for the call to be escalated to a supervisor, which it was I advised of my intent to file a CFPB compliant on their practice and requested my account be corrected. Agent XXXX reassured me she would personally update the status of my account without the need for a letter, and would contact me within 24-48 hours to advise on the status of the account. The duration of this XXXX/XXXX/2016 phone call was 27min29sec.
Company Response:
State: NM
Zip: 87111
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have my mortgage with Nationstar after XXXX transferred or sold my note to them. On XXXX XXXX I called and wanted to know why I am always being charged fees here and there. Always saying Legal Fees. The person on the phone could n't answer me but said he would put in a request. Still waiting. So since then I went into my account to make a payment and I see that I am being charges FEES of over {$1200.00} and my escrow account increased from last month to this month. My analysis was done in XXXX. I have been paying towards a shortage, if anything it should be less! So I called to get an explanation of all the changes and charges to my account and No One could answer me. After being transferred 3 times I finally ended up at the Escrow department where a lady named XXXX understood my concern and said she would send a request to look into it! I am truly annoyed with this company and everytime I call, I am speaking with someone out of the country who can not answer my questions! Why are they gouging me with all these fees thinking that I am too stupid to notice!?
Company Response:
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I recently signed a loan modification agreement with Nationstar. In the agreement, our new payment effective XX/XX/2016 is to be {$2200.00}. I accessed Nationstar online this morning to make my first payment -- and was shocked and extremely disconcerted to learn that the payment was changed to {$2300.00}. We contacted Nationstar to ascertain the reason for the increase. We were summarily informed the an escrow analysis had been conducted -- SUSPICIOUSLY AFTER we signed the loan agreement -- and due to said -- our payment increased. We asked why had this information not been disclosed to us -- as this " escrow analysis/increase had been done unbeknownst to us. We stated that had we known that the new payment was not going to be what we agreed to ( and are in possesion of the signed documents to this effect ) then we would never have signed the loan. We were condescendingly informed that the stipulations for payment increases are reflected tin the documents that we signed -- and we should have " looked closer ''. Nationstar is guilty of false representation. They presented us with a new payment on our loan effective XX/XX/2016 -- and changed the payment, based ostensibly on wording that is buried, and written in a stealthy manner in the loan agreement. In addtion, an arbitrary " escrow analysis '' was done to increase our payment -- even before the first payment was due -- which was not disclosed to us, nor did we sign for. The games that Nationstar is playing with our mortgage is against banking laws..and the fact that they apparently will not honor the payment that they presented in the loan agreement -- and we agreed to, and are in possesion of the documentaion to this effect -- is analagous to a breech of contract. Nationstar continues to earn its " XXXX '' rating with the XXXX.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2016-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX XXXX, I requested and received loan modification forms to apply for the Federal Government 's Making Home Affordable Program. In the package was a list of documents requested to accompany the form. I sent these all in when completed. I did not hear back from the lender until a letter dated XXXX XXXX, XXXX that my loan modification request was denied due to " Request Incomplete '', that I did not provided mentioned documents that were being mentioned for the first time and not with the packet they sent. I wrote a letter stating that they did not request these said documents. They said I could re-apply and send in the documents listed. I did this. Then sometime in mid-XX/XX/XXXX XXXX, my loan process contact from NationStar called me to say my application was again denied because my income was not sufficient to cover any mortgage they approve for me. I worked to address that and after consultation with a credit councilor through the Making Home Affordable.gov website, I contacted NationStar and asked to reapply for the XXXX program. They again sent out a package with a list of requested documents. When I completed these, I sent them to NationStar Mortgage via their provided email. On my follow up call, loan specialist called XXXX told me, that Nationstar had all the documents they needed. I called later for an update and Loan Specialist XXXX XXXX in the call, said that they now needed a Personal Financial Statement from me. She sent me a blank form which I filled out and emailed back. Again, following on the advice of the credit councilor, I called NationStar a few days later to confirm that they got the document and all will proceed. At that time, XXXX XXXX said that they did not need the Personal Financial Statement I sent in but now needed some of my expired documents to be updated and resubmitted. I did this and sent them in via their provided email address. Now into XXXX XXXX. I waited a few days and the called in. This time XXXX told me that the loan modification department only received some, not all of the documents. I mentioned that all documents were sent as attachments on the same email and wondered how they would receive the email and only a partial on the attachments which I copied myself and the credit councilor on. Anyway, I asked NationStar to spell out for me each document they say they had not received so that I can resend these. I sent these within 48 hours. In talking with the loan modification contact, I explained that I was concerned with the way NationStar was handling my XXXX modification request. A few days later, I called and they now said they need my XXXX Taxes because my Federal Tax Filing Request for Extension did not go through. I sent this in to them by the Monday following our Friday call. When I called to follow up, XXXX XXXX told me that I was pre-approved for a loan modification of {$2500.00} and I did not need to send in my XXXX taxes for that approval. She did not mention that it was an in-house loan modification versus the XXXX federal modification program I requested. I was informed that the offer was for a limited time and if I do n't take it within their allotted time, I will lose the opportunity to get out of their foreclosure proceedings against me. I told her that I did not see the logic in presenting with a monthly payment greater that the current XXXX posing payment problems in the first place. Nonetheless, a few days later I received a XXXX envelope with the NationStar proposed {$2500.00} payments. Now it is XXXX XXXX, XXXX and I am being told that I need to send in a schedule C for my business real estate. I mentioned that it is not a business but I file it under scheduled C as self managed residence for deductions. I told XXXX, the loan specialist, that a Schedule C should not be send t
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-08
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am apply for a refinance, from XXXX but nationstar is not giving them the right infromations nationstar shows that I have two modifications and I only had one modification XX/XX/XXXX to XX/XX/XXXX this is the second time nationstar has cause problems when I have apply for a refinance
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband and our home outright with no mortgage company attached to the title. In XXXX we came across hard times and my husband took out a {$30000.00} loan with a note of approximately {$520.00} a month for 15 years. We always paid our mortgage on time until we came across even harder times in XXXX when our XXXX year old son was XXXX. Our payment on this loan was no more than 2 months behind when I received a phone call from a friend letting us know that our home was in the paper for sale and up for foreclosure. {$520.00} a month paying for 10 years totals {$62000.00} that was paid towards the small {$30000.00} we borrowed against our home which was worth much more than this. Not only did XXXX take our home from us when we were 60 days or so late but they never informed us of any of this and they also sued us for {$26000.00} in XXXX of XXXX plus so called interest, fees and advances. It 's hard to comprehend how after paying {$62000.00} towards a loan of only {$30000.00} that our balance could still be {$26000.00}. That means that of the {$62000.00} paid, less than {$3000.00} went to the principal balance of our mortgage. All of this being said the judgment was filed prior to the house ever going up for sheriff sale which finally took place in XXXX of XXXX and should 've satisfied the unfair judgment rendered against my husband and I. Our mortgage just so happen to be a part of the investigations brought about by the Department of Justice against XXXX XXXX Loans and we were actually written a check because we were part of this law suit. This judgment showing up in public records has prevented me from being able to purchase a home and has cost me {$1000.00} 's in appraisal fees etc. My scores are qualifying but because I am attached to this " unsatisfied '' judgment because I was on the deed of the property, no title company will approve me. I have tried and tried to contact this company but every number on line gives me a busy signal. Nation Star and XXXX have no records of the loan which is who XXXX sold to. The lawyer that XXXX stated earlier this month that the file was closed in her office, HOWEVER, was not satisfied and because XXXX had not contacted her after the sheriff sale to release the judgment that she could not release it until she heard from them. I asked if the attorney could possibly contact them and she stated she had no way of contacting them because they had gone out of business. I asked what the balance was in order to satisfy the judgment and she could n't give me that either because XXXX had not contacted her. I do n't understand how a judgment is filed prior to sheriff sale, then a sheriff sale takes place, and suddenly the lender disappears and no one has any answers for me about something that is detramental to my life and ever being able to purchase a home again. They have cost me money, time, and their entire loan process was fraudulent from the beginning and still I am the one that suffers and I am left in the dark on what to do next or how to get this taken care of. I 've even had an attorney look into this which cost me another {$500.00} but he too was at a loss because it was impossible to find any contact information for XXXX to get answers. Finally on XXXX XXXX, XXXX I found a number that allowed me to leave a voicemail which I did leave with a lady named XXXX. Not too much later that afternoon someone from XXXX contacted me back. She stated that the judgment should be satisfied and she did n't understand why it was not reflecting that way with the court house. Unfortunately I was at work so I did n't have good service and we ended up getting disconnected before I had a chance to request the release of judgment from her. I thought maybe they would send this to the attorney representing them but as of today they have not and I 've left several more messages and they 've yet to respond again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70809
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am seeking to have the PMI on my home removed, and after consulting a local real estate professional about the value of my home, I paid NationStar Mortgage {$450.00} fee to have my home appraised. The company took the fee and ordered an appraiser that lives XXXX miles away to perform the appraisal on my property. His opinion of value was $ XXXX $ XXXX less than the range given to me by one of the most successful real estate professionals in my city. I believe that the appraiser lacked sufficient geographic competence to perform the appraisal, and submitted a dispute to NationStar outlining this. I submitted that dispute on XXXX XXXX. I have received no resolution. None. I have spoken to multiple call center reps, including XXXX XXXX and XXXX XXXX. I have asked for their manager, XXXX XXXX, to contact me on numerous occasions, and have never received a call. I have contacted them at least 6-7 times and they are either incapable or unwilling to provide me with any answers. I have a perfect payment history with NationStar and all of the companies that owned this mortgage before them. I believe this behavior is unacceptable. I think they ordered an appraiser that was more likely to produce a report favorable to the mortgage company than to the homeowner. I believe this to be deceptive and unfair. I have contacted them on numerous occasions and given them every opportunity to respond in ANY fashion to my dispute and the follow up inquiries. They have not done so. I believe that they have an obligation to respond to formal written disputes that they have not held up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01915
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No