Date Received: 2016-11-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I filed chapter XXXX bankruptcy on XXXX XXXX, XXXX. The bankruptcy was discharged in XXXX XXXX. Twenty- six payments of {$810.00} was taken from my pay ( payroll deducted ) for four years. XXXX XXXX, my vehicle that was financed with XXXX XXXX was paid in full via the bankruptcy. All funds were distributed to my mortgage in which I was only one month behind on one, and 4 months on the other. I filed bankruptcy because Nationstar was charging me escrow on both mortgages, the 1st and the 2nd mortgage for one property. I continued to try and get them to straighten it out to no avail. Because of the increase of almost {$100.00} from XXXX to XXXX per month. When talking to the mortgage company about the ridiculous increase, they stated that it was because of the escrow increase on that account. I told them that I was already paying escrow on the 1st mortgage and they were illegally collecting escrow on the 2nd mortgage for the same property. When I was asked to send a copy of my promissory note, I noticed that the address on my original not was not correct. It was a fictitious address on the Truth In Lending Disclosure statement. I asked the agent to state the address to the second mortgage, ( I wanted to be sure it was my present address. ) It was not. It was a combination of an old address and my present address. I googled the address just to see if that address even existed here in my city and it did not. I called them back and told them that they were illegally collecting escrow on a property that did not exist and I would no longer make the payment until they straightened it out. I sent them a copy of my tax deed, they continued to send me monthly statements in the same amount. I filed bankruptcy and informed my attorney of the discrepancy of the original promissory note. He assured me that they would have to straighten it out with the courts. Nationstar 's response to my complaint XXXX that I filed with the Consumer Finance Protection Bureau has been totally evaded. They have neither resolved or addressed the issue of a refund that is due me, nor explained their reason for taking my advance payments without authorization and placing them into escrow. Their escrow department intercepted my advance payments to my monthly mortgage. They took the amount of {$5800.00} on XXXX XXXX, XXXX and again on XXXX XXXX, the amount of XXXX, XXXX. This information was provided me from a call I placed to them on XXXX XXXX, XXXX asking why I was receiving delinquent statements.. I was transferred to an escrow supervisor who claimed that they applied to future escrow payments, ( 2 yrs. ) which totaled {$8200.00} per their calculations and stated that I had a surplus of {$3100.00} which was not surplus if I was delinquent on my account. I was delinquent because they took my advanced payments not mentioning where the other {$6800.00} went. Their actions caused me to become delinquent on my account, they would not place funds back to original intent and have not refunded the actual {$9900.00} they owe nor the {$3100.00} they claimed was in surplus because my account was delinquent. The response I received in writing was in regards to a modification request I had submitted to keep from losing my home while I waited for them to do the right thing ... refund my money or place it back to the advance payment state. I did not file a complaint regarding the modification, however their response was about a modification. When it was denied, I did not care. I pulled my retirement to catch up the back payments since they would not refund my money. Even after I made the payment of XXXX, I did not receive a refund or any type. In addition I am being charged escrow for a 1st and 2nd mortgage on one property and my Truth In Lending statement has a fictitious address that I have been charged to pay for the last 10 years. Issue not addressed!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73120
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I took a loan with XXXX, XXXX, 2004. The loan was later purchased by Nationstar Mortgage, Loan # XXXX. I am in the process of selling the residence and have a VA loan offer awaiting appraisal. I went on-line to check my Nationstar loan account but, discovered they have changed their format, I must re-register my account, and in order to create a new account I must check a box that says I acknowledge there 's a {$25.00} service fee for pay-off. When I took the original loan I specifically asked and was told there were no fees associated with pay-off of the loan. I consider Nationastar 's action an abuse of process and a deceptive practice. I have directed my XXXX XXXX, XXXX XXXX to deny any extraordinary fees for closing this loan and to notify me in writing if that delays the action.
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To give you some back ground : I, along with many others, have had my home partially destroyed by Hurricane XXXX. We are in the middle of a disaster. I am making all of my mortgage payments on time while not even living at my house. FEMA flood insurance provides no coverage for living expenses so being out of my house while still having my regular bills is draining my bank account. I would like to have my house fixed as soon as possible. Nationstar Mortgage is making the process of getting my house fixed very cumbersome and they are causing everything take longer. The first issue : FEMA issued me an advance check to be able to start repairs for {$15000.00} prior to an estimate of total damages. Nationstar is also listed as a payee. I sent the check to them a week ago, paying money I ca n't afford to have 2 day delivery because I desperately need the funds to start repairs. Nationstar is requesting an estimate to endorse the check when there is no estimate yet. Now they are indicating it will be 3 to 5 days more to review all while my family and I are sleeping on couches and repairs are being further held up. Contractors have plenty of work due to the disaster and they will not work without being paid. I still have an equity loan I need to endorse the check as well. The second issue : Once the claim goes over 20,000, Nationstar says that they get to hold all of the funds. I do not get to have the money I need to fix my house. This is money that I am receiving from a flood policy that I paid the premium for, not Nationstar. It is not Nationstar 's money. Nationstar says that every estimate, every check, every contractor, it all has to go through them, and they will decide whether to release the funds. This will make the process even longer. At this rate, I will not be back in my house until XXXX. Banks should not treat people like this. They are costing my 1000s of dollars by delaying my repairs. We are in the middle of a disaster, and they are showing no flexibility. This business practice by Nationstar seems very shady and is having a huge affect on those in need. I appreciate any assistance that you can provide. Please feel free to contact me. Thank you, XXXX XXXX XXXX
Company Response:
State: FL
Zip: 32250
Submitted Via: Web
Date Sent: 2016-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage sent me a payoff statement while I am in Chapter XXXX bankruptcy. The payoff statement is claiming to pay off the house would be {$130000.00}. I looked at their previous tax statements sent to me and they are stating that we owed a little over {$120000.00}. When looking at the tax statements from XXXX and XXXX I have noticed that my interest payment has gone up over {$2000.00} last year even though I am on a fixed rate mortgage and have paid down the principal. Something is not right. If you look at XXXX statement the interest is {$5100.00} and then all of a sudden XXXX interest is {$7500.00}. How does interest go up when you pay down the principal and have a fixed rate mortgage? We feel like they are trying to sneak charges that were dismissed through bankruptcy court onto my interest. Also, on the payoff statement, they have unexplained charges under lender paid expenses in the amount of {$2900.00}. We have proof of claim being dismissed and proof of payments. What Nationstar can not explain is these charges and why my escrow got increased by with no reasoning behind it or no notice to me or the bankruptcy courts. We have tried calling them to find out, sending a certified letter, and asking their own attorneys but no one can give me a straight answer about why my escrow is more than the insurance and property taxes combined and divided by 12 months. By our calculation escrow should be about {$300.00} but they have escrow at {$420.00} after XXXX XXXX.
Company Response:
State: GA
Zip: 30047
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I just received today XXXX XXXX, 2016 a notification that my house is put on foreclosure on XXXX XXXX, 2016. My house is still under HAMP modification program with Nationstar Mortgage. Nationstar some time requested some documents from me to continue the processing of my HAMP loan modification which I sent promptly to them. I sent all the appropriate documents to them. Since then I never heard from them even my calls every week to my dedicated loan specialist XXXX XXXX to check on the status of my HAMP modification were ignored. When she called me instead of addressing the purpose for which I called her she will simply leave a message for me saying " I am returning your call. '' One day she picked up my call and I asked her about the status of HAMP loan modification she asked me to write down the documents why on phone. I told her to send them to me in writing as they could be denied. Her reply was she does not write. I told her I will be expecting the documents and since then I never heard from her again. All my phone calls to her were ignored. The foreclosure letter id said that the foreclosure AD was enclosed in the letter and I could not find the enclosed AD. I know of XXXX and not know of XXXX.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: my mortgage was sold from XXXX XXXX to nationstar as of XXXX/XXXX/16. I was also informed by XXXX XXXX that I would receive a letter from nationstar by XXXX/XXXX/16. up until XXXX/XXXX/16, nationstar would call my cell phone and place of employment constantly and hang up. My co workers were obviously getting annoyed with these calls and called the number back to tell them to stop the calls. the recording said they were a debt collector and all information would be used to collect debt. they were then prompted to enter last XXXX of a ss # which of course they did not do. there was no way to get through to a live person. I tried calling number back on several occasions and followed the prompts and when I tried to get to a representative I was immediately disconnected. finally, on XXXX/XXXX/16 I got to an agent. I asked them to stop calling and hanging up on my cell phone and at my place of employment. I also informed them that I had not yet received a letter from them or any contact from anyone. she said the letter was mailed on XXXX/XXXX/16. I told them I should have received it already. the calls did not stop. we received more at my work and on cell phone. when I did not receive anything by XXXX I called them again. it once again took a few times to get someone on phone. I talked to XXXX and she told me a letter went out on XXXX/XXXX/16. I told her when i called on XXXX/XXXX/16 i was told it was mailed on XXXX/XXXX/16 I told her I do not have it yet. it should have been here by now. I do n't have a statement for XXXX/XXXX/16 payment and it is due tomorrow. I still have not received a loan number so my XXXX payment has not been made yet. I asked her to speak to her supervisor since it seems they do n't want me to be able to make payments. I worked too hard to buy this house and I will not allow you to XXXX it up for me. she put me on hold and came back a few minutes later and said her supervisor was on another call but I should n't worry about XXXX payment since they cant charge fees or report late payments for 60 days. I informed her that is not the point. you should have given me written notice of my new loan number and where to send payments, also, I should have a statement for XXXX by now. you have done none of the things you are required to do! I asked her for her supervisors name. she gave me a name of XXXX. she said she would request a letter be sent out. I once again told her I should have had that on XXXX/XXXX/16.
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2016-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX, I received a letter from my mortgage company, XXXX, that my loans will be transferred to Nationstar Mortgage ( My loans have been transferred twice since my refinance in about 2-3 years ) and that I need to send my XX/XX/XXXX payment directly to Nationstar. My monthly payment of my primary resident is {$1400.00} including principal and interest ( fixed at 3.5 % ). I sent a payment of {$3500.00} to Nationstar Mortgage, specifically indicating on a payment voucher that {$2000.00} should be applied to principal in addition to principal portion of {$1400.00}. Nationstar Mortgage assumed without looking at the payment voucher that {$3500.00} was a 2 months payment. They deducted 2 interest payments of {$680.00}. I called Nationstar on and spoke with XXXX. She could not answer what I was questioning. XXXX put me on hold for several minutes and came back on the line and told me that she spoke with her supervisor and supervisor advised her to tell me that it was an computer error and reassured me it will be corrected. I received a statement from Nationstar for XX/XX/XXXX payment. DOES NOT show any adjustments!! I called Nationstar again and spoke with XXXX. Again, XXXX could not give me an explanation. I demanded to speak with a supervisor. After being on hold for few minutes, a man named, XXXX, got on the phone who claimed he was a supervisor. When I inquired about the situation, XXXX said he already has been adjusted back on XX/XX/XXXX that he was looking right at it on his computer. Okay. I then asked him after looking at my XX/XX/XXXX statement, the difference in amount where XXXX claim it was adjusted. He could not answer me. I asked him to email my account history, which XXXX was looking at. He said he would. I sent via email and regular letter to Nationstar demanding that they send me a complete account history within 5 days. I HAVE NOT received it.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2016-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage was transferred from XXXX to Nationstar Mortgage effective XX/XX/2016. Prior to it being transferred we paid our XX/XX/XXXX bill like usual with XXXX. While setting up our online account with Nationstar we noticed our bank account information transferred over automatically and in turn our auto debit settings transferred over as well. The only issue appeared to be that it was going to skip the XX/XX/XXXX payment, take effect XX/XX/XXXX, and that we would have to manually pay the XX/XX/XXXX bill online. So I went ahead and did just that on XX/XX/XXXX, with 6 days left in the grace period. It was debited from our account on XX/XX/XXXX We then woke up on XX/XX/XXXX and noticed that Nationstar attempted to withdraw an additional full {$1100.00} mortgage payment from our account which resulted in a {$40.00} NSF fee from our bank, XXXX. We were confused as to why, but saw that the bill was payed so we ignored it. A week goes by and they again attempted to withdraw another {$1100.00} from us resulting in another {$40.00} NSF fee from our bank. I then called their customer service and spoke to someone that was the equivalent to speaking to a brick wall. She could not follow what I was saying and kept repeating the same thing like she was just reading off a script and did not have a mind of her own. After XXXX minutes of not getting anywhere with her I asked for a supervisor and was transferred to someone that, after having to repeat my issue a few more times, finally somewhat understood what I was saying. She conducted a few minutes of research and then finally assured me that I was all set and that it appeared to be a computer issue on their end. I contacted XXXX and they more than happily refunded the XXXX NSF fees. We then all went on our merry way thinking everything was rectified. Fast forward to today, XX/XX/XXXX I get a call from a rep at Nationstar saying we STILL OWED OUR XX/XX/XXXX MORTGAGE PAYMENT. I explained what had happened XXXX weeks ago and somehow they magically found that it was in fact payed and that the issue was XXXX had n't sent over the payment from XX/XX/XXXX. I do not understand at all how these issue keep occurring. I do not understand how their computer system can make this many mistakes. I do not know if someone is doing something maliciously or criminally, or if they are just incompetent. What I do know is that we will be searching for a new mortgage company and if there is XXXX more issue we will be moving.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02910
Submitted Via: Web
Date Sent: 2016-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-31
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I have applied for a loan modification with Nationstar Mortgage several weeks ago and have since received on XXXX/XXXX/16 a letter dated XXXX/XXXX/16 letting me know what they are waiting on. I have enclosed the letter stating what they need, nothing from me but info from other parties. Since I have applied Nationstar has recorded a " NOTCE of DEFAULT '' and a SALE DATE of XX/XX/2016, this is " DUAL TRACKING ''., which is a violation of the recently-enacted HOME OWNERS BILL of RIGHTS, civil code 2923.6 ( c ), which prohibits a lender from recording a " NOTICE of DEFAULT '' or " NOTICE of SALE '' or conducting a Trustee Sale while a Loan Modification is under consideration. I am being indindated with phone calls, letters and home visit by parties wanting to buy my home due to the NOTICE of DEFAULT being recorded at the county, this has to stop. Until I receive a letter of approval or denial on my loan modification I should not have to be stressed out from the illegal dealings of Nationstar Mortgage. CFPB get on your job because I know you are aware of this " DUAL TRACKING '' especially by NATIONSTAR Mortgage who has been under severe scrutiny by the Mortgage industry. I am so tired of what these crooked mortgage companies can get away with eith just a slap on the wrist. I will fight Nationstar from stealing my home even if it takes me to my grave!
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX XXXX originated this loan in 2004, then sold the Loan to XXXX XXXX that is now being serviced by Nationstar Mortgage. I periodically call to check my account status because I do n't trust these folks and now find out independently through XXXX and confirmed by a realtor who pulled a title report that my property was foreclosed on years ago, but yet my monthly mortgage payments are accepted, annual mortgage interest statements continue to be generated and they tell me my account is current. I have made several calls, escalated the calls past the newby customer services people, assured that it will be researched and still no results.
Company Response:
State: NM
Zip: 87124
Submitted Via: Web
Date Sent: 2016-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No