Date Received: 2016-10-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage continues to send me incorrect and inaccurate monthly mortgage statements. This has been going on for a substantial amount of time. Nationstar mortgage still has me under a forbearance plan payment and is incorrectly and inappropriately posting my funds to my account. Nationstar has failed to properly document and reflect my unnapplied funds balance to my account and mortgage statements. Additionally Nationstar has recently, as of XX/XX/2016, started to generate my monthly statements approximately 10-15 days earlier. Prior monthly statements complied with the " Periodic Statement Rule '' 12 CFR Part 1026.41. Nationstar refuses to provide me an explanation or reasoning behind inability to correcting these issues.
Company Response:
State: CA
Zip: 94585
Submitted Via: Web
Date Sent: 2016-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage loan was sold to NationStar XXXX 2016. XXXX XXXX I mailed my payment to address given indicating my new loan #. Around XXXX XXXX, I received a statement/remittance from them. The check I mailed on XXXX XXXX was not posted to my account until XXXX/XXXX/16. Then XXXX XXXX, I mailed my XXXX payment. On XXXX XXXX, I received their statement/remittance. On XXXX XXXX, I received a call from NationStar letting me know they had not received by my payment, I informed them that I had mailed my payment on XXXX XXXX. They said I should allow 14 days!!! Crazy! The representative suggested making a payment over the phone with him for a fee or signing up for AutoPay. On XXXX XXXX, I received a late notice dated XXXX. The check cleared my account on XXXX. I live in XXXX and send payment to XXXX. It seems ridiculous to expect payment to take 13 days to be posted to your account. I was previously sending my payment XXXX and it never took more than about 5 business day!! I have never received their statement which provides the remittance slip before the XXXX of the month. I save the remittance slip form the previous month to mail so that I can be on time.
Company Response:
State: MT
Zip: 59102
Submitted Via: Web
Date Sent: 2016-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-22
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Due to the Economical Real estate crash on years XX/XX/XXXX, my hard financial ship due to income reduction, XXXX problems due to a car accident on XX/XX/XXXX, family catastrophic death, which I am including a detailed ( LOE ). I did start a mortgage modification during year XX/XX/XXXX directly with Fannie Mae, local office which, I did not know better to properly prepare my file to avoid being denied for the modification. later on I paid to an Attorney office few XXXX dollars for professional advise and to prepare my documents properly to submit them to XXXX. at that time during the meddle of the process, XX/XX/XXXX XXXX sold or transfer my mortgage to Nationstar Mortgage. Therefore and among my frustation and desperation, I was force to pay to another Lending office for more professional advise and to properly prepare and submit the file again to Nationstar Mortgage for a modification by XX/XX/XXXX-XX/XX/XXXX. at this time I was already getting on dip financial trouble without my saving striving to keep upside down property values so I used all my retired savings to pay debts. as well as, desperate being back and forth submitting documents multiple times to lender for more than 3 years. Please review complaint XXXX. XXXX. it was to be disputed by the XXXX office i did pay for it. I have not understand yet their " Unfair Lending Practice '', eagerness, negligence, unprofessional, luck of proper communications, manipulation of the process as to create a second Escrow account to their benefit. instead, for them to provide an straight, proper customer or consumer solution without giving us night mares, frustrations, time consuming and jeopardizing Customers Excellent Credit History. such as, in my case reporting to credit agencies I was up to 5 months late on payments. Which, I was never more than 2 months late on end of year XX/XX/XXXX. I am submitting herewith my Bank Account 24 month history payments and their history where you clearly notice that payments where not properly handle by them and with the XXXX Escrow accounted They created. Finally they offered me what they call a modification to extend the loan to 40 years without reducing my current really high interest rate of 5.875 %. Reason for which I am submitting again a complaint. I am submitting herewith : current Mortgage loan statement, The attorney letter firm XXXX, My Hardship letter of explanation, XXXX research, my bank account showing 24 months history payment, Nationstar Mortgage partial history payment, Loan Modification package of documents I received, annual Escrow Account Disclosure statement, and their biyearly Escrow Account Disclosure Statement for your review. Please just let me know which other documents do you need in order to properly proceed. I do Really thank you in advance for your kindly, proper and prompt attention given for a solution to this file or complaint.
Company Response:
State: FL
Zip: 33172
Submitted Via: Web
Date Sent: 2016-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage got sold from XXXX to Nationstar. I did not receive a notice from Nationstar regarding the change, though I did receive a notice from XXXX. I have yet to receive my Nationstar loan number. I am actually in the process of selling my property, and need payoff information. I have tried repeatedly over the past week to get payoff information from Nationstar, and they have been unable to get this to me - saying that it is impossible to do so until the transfer is complete. This seems illegal - to prevent me from paying off my mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80129
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was recently transferred to Nationstar Mortgage. I received an email stating a welcome packet with my loan details would arrive soon. After my mortgage due date came and went I had to call them for a welcome packet. It arrived 10 days after my due date. Around that time I received multiple calls each day from them. I returned the call and they explained it was an attempt to collect the first payment with them. Two days later after more phone calls I attempt to make my payment with check by phone. The first attempt was met with our offices are closed and being disconnected. The second attempt was better but was told it would cost me money to make my payment. I agreed and while entering my account information I heard the same message about them being closed with a disconnect. I do not want to do an auto draft on my account and prefer paper checks or check by phone. If the system wont accept payment even after I agree to pay a fee then it makes a simple process difficult.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60641
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Identity theft and foreclosure for a trustee that nation star mortgage said they were the owners. As per the trustee XXXX stated they were never the owner ever of XXXX XXXX XXXX XXXX tn XXXX so how can you assign the loan to yourself without the actual owner saying they were n't the owner ever?
Company Response:
State: TN
Zip: 37814
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We paid off our mortgage loan with Nationstar Mortgage on XX/XX/2016 and overpaid by {$190.00} in interest. As of XX/XX/2016, still no word and no refund check from Nationstar. Now imagine being late on your mortgage payment.
Company Response:
State: GA
Zip: 30046
Submitted Via: Web
Date Sent: 2016-10-24
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The mortgage was sold to Nationstar in approximately XXXX XXXX. The account was current at the time of the transfer and remained current. In XXXX XXXX, homeowners made the payment on XXXX XXXX ( due XXXX XXXX ). Upon receiving XXXX XXXX statement, the account was reportedly one month behind. Upon inquiry, homeowners were told XXXX payment was held in suspense as " insufficient ''. Homeowners were informed their payment amount had risen by {$97.00} due to an escrow shortage. Homeowners paid the {$97.00} and were told the account was current. XXXX XXXX payment was made and processed by Nationstar XXXX XXXX, XXXX ( due XXXX XXXX ). No other notices were received by homeowners until XXXX XXXX when a refund of overpayment to escrow was received. In the month of XXXX, XXXX, homeowners received a notice of intent to foreclose from Nationstar, informing them they owed approximately XXXX and were more than 30 days behind. Upon contacting Nationstar, the homeowners were told that due to an escrow shortage, the account was behind -- even though an escrow refund had been received. Homeowners requested a review of when the account became delinquent. On or about XXXX XXXX, XXXX, the Homeowners contacted Nationstar to get an update on the dispute. They were told to send bank account information, which they did, along with a letter and timeline disputing the missed payment. On XXXX/XXXX/XXXX, homeowners called again and were told the dispute had been referred to the investigations division. On XXXX/XXXX/XXXX, homeowners called again, were told the information sent on XXXX had not been received. Homeowners resent the letter, account info and timeline on XXXX and again on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, homeowners called again, spoke to customer representative XXXX ( XXXX ), who admitted there was a mistake with processing by Nationstar. He transferred homeowners to his supervisor XXXX ( ext. XXXX ext. XXXX XXXX ), who informed homeowners the situation would be quickly resolved. Homeowners received several follow up emails about the dispute. In XXXX XXXX, homeowners received a second refund check from Nationstar which they returned to Nationstar, pending the outcome of the dispute. XXXX and XXXX XXXX, homeowners began a refinancing through another lender. The refinance was rejected as Nationstar was reporting their account was more than 30 days past due. Homeowners have received numerous, daily and nightly collections calls from Nationstar throughout XXXX XXXX. On XXXX/XXXX/XXXX, homeowners hired an attorney to contact Nationstar to mediate the situation. On that date, the attorney was informed the account would be referred to investigations division. Upon inquiry as to the outcome of the previous investigation, the representative was unable to see any investigation or resolution report. He informed the attorney the account was past due as a XXXX XXXX payment was never credited to the account. Upon being questioned as to where the payment was posted ( homeowners have sent bank account records, complete with reference numbers for payment to Nationstar for XXXX, payments were direct debit ), he reported he had no authority to state where payment was posted, why homeowners have received XXXX refunds if their account was delinquent, and why the original XXXX XXXX payment was held in suspension for the {$97.00} deficiency ( increase in escrow payment ) when the homeowners were not notified of the increase in their payment before XXXX XXXX and original loan documents do not prohibit " partial payments '' or give authority for " suspension accounts ''. Homeowners have now had negative credit reporting, numerous late fees, continuous harassment in debt collection, and lost time and money for failed refinance, as well as attorney 's fees to dispute the account deficiency.
Company Response:
State: AL
Zip: 354XX
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have submitted a package as requested prior to the seven day cutoff to review my loan for modification to Nationstar. They have confirmed receipt of the package and can only tell me that my loan is in review with the underwriter but have not placed a hold on the sale date of XXXX. I asked when I should expect the file be reviewed and they stated " within 30 days '' per XXXX ID # : XXXX. This is after my sale date that is scheduled. How am I supposed to plan for my future and living arrangements if I can not get a review done in a reasonable time frame?
Company Response:
State: KY
Zip: 40004
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I obtained a modification in XXXX of this year. In XXXX, Nationstar Mortgage said my exhusband should have signed the papers because he was on the original mortgage. I was fine with this until they also added him to the note. He was never on the note. I did not need a cosigner for the loan or the modification. They refuse to remove him from the note and insist that he signs it. They told me that a Promissory Note is not a note for payment. They told me that a Note means different things in different states. I am now faced with applying for a new modification and they have told me that it will be refused if he does n't sign.
Company Response:
State: OH
Zip: 44133
Submitted Via: Web
Date Sent: 2016-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No