Date Received: 2016-10-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had lost my job and I tried to file a modification on my mortgage and Nationstar Financial denied me. I had met the criteria but they continue to deny me. I have started a new job as well as my wife. I ask for a forebearence to pay what I am behind. They bought the loan from XXXX XXXX XXXX and I had issues with them as well. I want to save my home or I will be homeless. I am a XXXX veteran and tried to go through every assistance program possible and yet no one can or is not willing to help.
Company Response:
State: ID
Zip: 83854
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XX/XX/2016, our home was flooded after a pipe froze. We filed a claim with our insurance company. They in turn released checks in my name and in the mortgage company 's name, NationStar. I contracted with XXXX separate contractors to conduct the repairs. NationStar deposited the check and, after sitting on the money for XXXX months to presumably earn interest on it, released a portion of the money to XXXX # XXXX. XXXX # XXXX conducted their work and submitted a bill on XX/XX/2016 for {$18000.00}. The mortgage company is refusing to pay XXXX # XXXX because XXXX # XXXX has not completed their work. Late fees and interest will begin accruing on XX/XX/2016, and yet the mortgage company is still refusing to release any money to XXXX # XXXX, whom has finished his work. I have spent dozens of hours on the phone with NationStar speaking to several representatives as well as a " XXXX '' without success.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am requesting your agency 's assistance concerning the actions of my mortgage loan servicer, Nationstar Mortgage ( " Nationstar '' ). On XX/XX/2016 I logged into my Nationstar online account to pay my mortgage, as I have done so since the company began servicing my loan. I noticed the company 's website had changed since I made my last payment in XX/XX/XXXX. When I brought up the Payment Overview screen, I noticed a charge of {$520.00} in fees. I checked several of my past monthly online statements and noticed the company charged a late fee in the amount of {$57.00} each and every month. Prior to XX/XX/XXXX the Payment Overview screen showed the following categories : Payment Amount, Transaction fee ( {$9.00} ), Additional Escrow and Additional Principal. While I ca n't access the old payment screen, I did locate a payment confirmation email that includes the aforementioned categories. At the company 's encouragement I switched to paperless statements shortly after Nationstar modified my loan and I paid my mortgage within 30 days of the due date. When I made my prior monthly payments, I assumed that all charges were included on the Payment Overview screen and therefore did not access the online statements every month. I have attached copies of the Payment Overview screen, online statements for the last three months, the Payment Activity screen, a payment confirmation email from XX/XX/2016 and a payment confirmation email for XX/XX/2016 for reference. After making my payment I called Nationstar and spoke with XXXX. I told her that it is not fair to charge a customer fees or any other charges due ( including those accumulated in prior periods ) without showing them in the current Payment Overview screen. XXXX said it is the customer 's responsibility to review all documents " made available and include them in the payment. '' I asked XXXX why the company was able to list transaction fees, but did not list any other fees on that same screen until it discontinued the transaction fee this month. XXXX said she would not waive any of the late fees. I then spoke with XXXX 's supervisor, XXXX XXXX. XXXX XXXX said the company informed me of the late fees in the " note. '' I have attached a copy of the loan modification documents from XXXX XXXX XXXX ( the prior servicer of the loan ) and Nationstar. Nowhere does it reference late fees nor a dollar value for said fees. XXXX XXXX became curt with me and said " I 'm not going to argue with you. ''
Company Response:
State: ME
Zip: 043XX
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-25
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: It started with a login issue and my inability to reset my password on the Nationstar Mortgage website since I did n't know the answer to a security question I did not setup. After a few long phone calls, I finally got access to my account after getting my password reset. When I logged in I was seeing someone else 's information. When I called Nationstar Mortgage back, they did n't seem alarmed at all. I had them reset my password again to prevent anyone else from getting into it. The concern I have is after they updated their systems if I can see someone else 's information, and right now I can still see it, how many other instances of this is occurring. Using the information after I logged in I obtained the email address of the person who 's mortgage I was able to see. I emailed him to let him know Nationstar had mixed up our accounts and I was able to see his account. I even sent him his account number as proof. It turns out we have the same name and very similar login IDs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32935
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-24
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am an XXXX of 11 years. I had a mortgage account through Nationstar. I applied more than 12 times to their Uniformed Borrower Assistance Program in an effort to keep my home. My home was listed for rent and rented out, however those individuals who moved in did not make any attempt to pay their debts and resulted in an eviction through the county of XXXX XXXX. During this time I applied through Nationstars program several times with multiple failed attempts. Their process was not thorough, direct or even remotely close to customer service as it should have been. I had to make dozens of attempts for communication, I did n't know where to look for the status of the application, many times I was told I was missing information when I had already submitted it to the representative either via email or through their website. The end result was a Died in Lieu of which closed in XX/XX/XXXX. Recently an inquiry on my credit report indicated Nationstar had reported a 120 late payment notification as of XX/XX/XXXX. This negative inquiry in my credit report resulted in a referral ineligible when applying for a new home loan. This is an inaccurate report and very inconvenient to me and my family.
Company Response:
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: mortgage holder changed hands. New provider escalated interest rate in excess
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30236
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: For the past 2 years beginning XX/XX/XXXX, XX/XX/XXXX our mortgage company, Nation Star Mortgage, has contacted us that we are overdue on our payments and charging us a penalty. We use there auto-deduct system and for some reason it works every other month. I contacted our bank and they say we have had the money in the account so that have n't denied a request for auto-deduct payment. Then we start getting calls from a automated message stating we are behind in our payments. My wife and I have called the number they left and it takes about 30 minutes of saying no to questions by another computer generated recording until we get a real person. Then the person ca n't really help us and wo n't bump us up to someone in management. I am concerned there may be some kind of scam going on. I pay my bills and have n't had any other problems wit h any other creditors. Is there some way I can get this situation looked into?
Company Response:
State: OK
Zip: 73162
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage continues to generate incorrect monthly statements on my mortgage account since XX/XX/XXXX. Nationstar mortgage refuses to correct this issue and advises me to disregard the incorrect mortgage statements. My monthly mortgage statements do not reflect information on Nationstar 's detailed transaction history, which makes it difficult to properly track my mortgage account history. I filed a prior complaint with the CFPB, complaint # XXXX, which states that Nationstar has been charging me more than a 4 % late charge fee. Nationstar completed an investigation and found no errors and to be within legal compliance. Nationstar refers me to their " internal system of records '' as evidence to support their claim of " no wrong doing ''. My monthly mortgage statements from XX/XX/XXXX-XX/XX/XXXX clearly show late charge fees over the 4 % allowed by law. On XX/XX/XXXX Nationstar waived a late fee of {$100.00} this appears on my XX/XX/XXXX mortgage statement as XXXX separate fees being waived of {$50.00}. This is clear evidence of Nationstar 's illegal billing practices, when it comes to compounding/pyramiding fees. Nationstar is billing XXXX late fees, disguised as XXXX total late fee. Additionally if my account has been current since XX/XX/XXXX, Nationstar removed {$100.00} from my account on XX/XX/XXXX and XX/XX/XXXX. Where did the funds come from to cover these fees, if my statements do not reflect an additional unapplied funds balance? How can Nationstar conduct a proper accurate investigation on my mortgage account, if they are providing false and incorrect mortgage statements? These statements clearly do not match Nationstar 's " Detailed Transaction History '' that they are using as evidence to dispute any errors disclosed to Nationstar!
Company Response:
State: CA
Zip: 94585
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I reside in a XXXX family house that we have owned since XX/XX/XXXX. In XX/XX/XXXX, our former bank, XXXX XXXX XXXX, sold our house without our consent or acknowledgement to our current bank. During that time, our mortgage had tripled which left us unable to keep up with the payments. Our current mortgage was willing to work with us by advising us to apply for a modification. We did and had gotten approved. From XXXX XXXX to XXXX XXXX we have religiously paid our new mortgage payment on time. Never once late. As of XXXX XXXX, XXXX, our mortgage will raise from {$2600.00} to {$4800.00}. With our rental income of {$2900.00} and our Social Security of {$23000.00}, we can not afford to pay the new mortgage. Both my husband and I are XXXX. We would have a reaming balance of {$480.00}. Our water bill alone is {$500.00}. We are held legally responsible to provide water, public lighting, and maintenances to our tenants. We need help. I want to get out of the ARMS once and for all and have a fixed mortgage rate. I thank you for all your help. I truly appreciate it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07003
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I just contacted my Second Mortgage Servicer ( XX/XX/2016 ), Nationstar Mortgage LLC, asking for a XXXX after my First Mortgage Home Affordable Modification With Select portfolio XXXX. was approved this XX/XX/2016 Spoke With XXXX Nationstar XXXX Department and she explained me that '' if the government did not sent the information to them we do not qualify for the XXXX under HAMP '' I thought if the First Mortgage qualify under XXXX the second is eligible for XXXX. Is Nationstar Representative correct?
Company Response:
State: NJ
Zip: 07644
Submitted Via: Web
Date Sent: 2016-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No