Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my property in XXXX 2016 with Nationstar Mortgage. In XXXX 2016, I learned that Nationstar was delinquent in paying my property taxes even though they had escrowed funds at closing and collecting escrow payments monthly. I contacted Nationstar and the issue was not resolved. I paid my taxes so as to avoid further penalties. After examining my closing statements I discovered that Nationstar collected {$2900.00} in pre-paids and closing costs towards my property taxes. In addition, a balance of {$2100.00} was in my escrow account before I refinanced. I have confirmed with a Nationstar agent that this balance should have been transferred to my new escrow account. My new escrow account started with a balance of {$1100.00}, resulting in a discrepancy of {$3900.00}. I have contacted Nationstar repeatedly to ask for an analysis of the escrow account, for them to account for the discrepancy, and for them to close my escrow account, based on their mismanagement and to refund the balance to me. My last conversation with a Nationstar manager today indicated that they have an e-mail ( which I never received ) explaining why my request was denied. I have asked them to send me that e-mail again and also to post it in the US Mail. In any case, after 3 months several hours on the phone, and a dozen e-mails I still do not have satisfaction.
Company Response:
State: CO
Zip: 80304
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: NationStar Mortgage increased our monthly mortgage payment without notifying us. When I called, I was told that the payment increased in XXXX, 2016. We have been making the same payment each month and now have a past due amount showing on our statement. Their customer service representative could not explain anything she had no idea what she was talking about, just kept saying " payment increased in XX/XX/XXXX ''. I asked to speak to a manager and was put on hold for 45 minutes at which time I hung up.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Ever since NationStar Mortgage acquired my loan amongst a bundle of mortgages that XXXX XXXX XXXX divested themselves of, they have done everything they could to cheat me by trying to wrestle my loan terms from me. They 've alleged that I did n't have home insurance when they knew I had. They have had a company they do business with break into my home ( XXXX XXXX XXXX ) under the excuse they did n't realize I was living there. What business does this when all along I 've been paying my mortgage by the allowed grace period each month since I bought the home in 2002! I 've had to send my payments by certified mail because along time as tried to change my terms they no longer allowed me to pay my mortgage through their pay by phone system. They 've never to this day replaced my door or restored the glass that they broke by breaking in when I was n't home. I came home one day last year to discover my front door 's lock was changed. Items were missing from my home. They 've accepted payment of taxes by the town without crediting me as they 've always been paid by me! NationStar Mortgage has been doing a disservice to me and been unjust as they attempt to discredit me by trying to elicit all kinds of fees from me through their corrupt operation!! Please help me by restoring my loan to its original terms & cleaning up whatever damage they 've done to discredit my good credit. Much appreciation for your help, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, Ma XXXX Loan # XXXX
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have been with Nationstar Mortgage for over 2 years. Our original loan was a principal/interest loan, when it was sold ( previously to XXXX ) it changed to include an escrow account. 2 mortgage companies later, we are at Nationstar Mortgage. Last XXXX, we were hit with an unusually high electric bill as well as having an accident in our RV. I fell behind 2 months on our payments. We tried to modify. On our 3rd trial payment, I realized that our 2nd trial payment was returned. So, I tried to reapply at their suggestion. These 3 trial payments were put to the back end of our loan, not the past due months, therefore by this time, it looked like e ere 4 months behind. In the meantime, they decided that we " make too much money '' and could therefore afford our original payments and denied the 2nd application. By the time we got things figured out, they required me to make 9 of said-12 late payments, draining our entire savings. I think this should have caught us up but it did n't. Anyway, I kept us at 2 months behind by continuing to make a payment each month since I could not afford to pay extra to catch up, hoping to catch up with my husband 's XXXX bonus. I missed a payment deadline by 1 day and now they will no longer accept my payments unless I can come up with 3 payments. They will not work with us in any other way. Because of all of this, our credit is shot and because of that, can not modify or refinance with anyone. At least when we were still with XXXX, they were willing to work with us when they added on the escrow acct, Nationstar is beyond not helpful. Oh, and my " account specialist '' is never at her phone, at least 3 times has told me that she had n't received emails because she left early, and seems to know less about my account than the other customer service reps in the call center. Another thing is that when I sign on to my account, I get a big msg " due to XXXX, our interest rates have gone down. Ask how we can lower your payment '', they told me we make enough money and do n't need our interest rate lowered!
Company Response:
State: CA
Zip: 90604
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: You closed a complaint without getting MY response! The complaint is compounding itself and there is no way any real human can contact you by phone without losing their sanity ( then again, being a government entity, that is not unreasonable as nothing government does is meant to " help '' the common man - sorry for the editorial ). The original complaint number is XXXX. Nationstar mortagage of XXXX was insisting I pay an additional $ XXXX to " facilitate the release of funds '' from a " frozen account ''. The frozen account being frozen by them and the funds being held were ones designated originally for my mortgage. Paying additional money to free my payment sounds to me more like " extortion '' ( now we have a term government officials may be more accustomed to ). Furthermore, I made my payment due XXXX XXXX on XXXX XXXX and have been told that they received that payment but applied it for XXXX. I have NEVER missed a payment! I have NEVER been LATE with a payment. So, how could my payment meant for XXXX be missing? Somehow, with all the XXXX of setting my funds in privately held " escrow accounts '' without crediting my original account, a payment has gone missing on the part of Nationstar Mort. I have all the cancelled checks and should be " up to date '' as of the XXXX payment. My next payment is due XXXX XXXX, 2016. Please pursue this course, the complaint is NOT CLOSED! XXXX XXXX PS I prefer not to use the computer as much as it may be easier than reading my handwriting. I pride myself on not having " physician handwriting '' and would appreciate having a proper phone contact ( as much as you may prefer to not hear from me ) -not a machine bent on improbable circles of input. I will follow up with Senator XXXX office, as they had been the origin of this complaint.
Company Response:
State: MI
Zip: 49601
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage assessed late fees and penalties for two months to the mortgage loan although they are authorized to debit the funds from my banking account. They are currently charging me late fees for XX/XX/XXXX when the payment is not due until XXXX/XXXX/16.
Company Response:
State: MO
Zip: 63121
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am the victim of an unscrupulous employer XXXX, that got shut down by the FTC for it 's unethical business practices. As a result I was stripped of commissions that were earned and lost my job. The end effect of this was that I was not able to make my mortgage payment to Nationstar and fell behind. I had been making regular payments on a modification I received in XX/XX/XXXX from my original lender, XXXX XXXX XXXX, but due to these circumstances with my employer I could not make the payments and defaulted. I have been trying for several months to work things out with Nationstar and get back into my modification, but they have not been able to offer anything that is reasonable or affordable. I have owned my home for 13 years. When the recession hit I was struggling financially and reached out to my lender XXXX XXXX XXXX. I was very grateful that they put me into the HAMP program with a good affordable mortgage payment and interest rate. I paid this as agreed for several years. I started working for the XXXX XXXX, it seemed like a great program where we could help XXXX get loans for school and I could make a good living with my commissions. But then some of the XXXX began defaulting on their loans. The way the company was set up, I had to pay for these loan payments out of my commission. This was not only surprising to me but it turns out it was ILLEGAL and then the Attorney General and FTC got involved and the company ended up shutting down. The company assured us they were changing their tactics and re-opened under a new name and I followed them but then after we worked for a few months they laid off XXXX % of the staff and stiffed me on 3 months of commissions owed. As a result around XX/XX/XXXX I was not able to make my mortgage payment. At the same time I began training to become an insurance agent so I would be able to have a financial future. I eventually completed the training and now work as a life insurance agent as well as part time at XXXX XXXX. I contacted Nationstar about 9 months ago to try and work out my situation since I had fallen behind on the mortgage with hopes that I could get some type of repayment plan or have the late payments put back in the balance and keep the same terms of the original modification. I was told that I would have to start over and go through the process again in order to evaluate my current financial situation. After presenting my paperwork and the financial information to Nationstar, I was approved for a new modification. Of course I am grateful that Nationstar was willing to work with me, but I was given a new payment that was over {$500.00} a month MORE than what I had been paying before ( payment went from {$1000.00} to {$1500.00} ). I ca n't afford this and I do n't know how your Nationstar came up with this figure. As I understand it, the purpose of the modification is to help distressed homeowners survive an economic crisis. I do n't know how RAISING MY PAYMENT {$500.00} a month helps me. I believe that an error has been made, this payment is not affordable for me at this time. I appreciate the plan I received from XXXX XXXX XXXX in XX/XX/XXXX and I would still be in that plan if XXXX XXXX XXXX had not gotten shut down and ripped off its employees. I did the right thing and worked and invested to build a new career and can afford a reasonable payment
Company Response:
State: VA
Zip: 23059
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our FHA loan has a an amount due that is unclear. We are prepared to pay the balance on this account. However, attempts to bring our mortgage up to date have been unsuccessful. The final amount is unclear and varies. This letter is in reference to the confusing and inconsistent communication with Nationstar. Speaking with separate individuals requires the " retelling '' of the details as staff can not ascertain from files what has transpired to date. XX/XX/XXXX -XX/XX/XXXX we have spoken with XXXX individuals and have been advised regarding different amounts to be paid as well as different reasons for the charges. The website indicates that are balance is {$7900.00}. P & I XXXX, Escrow XXXX, " Fees '' XXXX. Individual # XXXX indicated that we were in " foreclosure. '' In an attempt to understand and resolve any/all issues, full review of this account was requested. LEGAL # XXXX indicated that legal fees were for work done on this foreclosure. Since this property IS NOT in foreclosure what they could have done for {$1100.00}? We had not received a letter from an attorney and requested tracking information. # 1 stated that letter had been sent First Class US Mail. A letter was not received by us, thus we did not have the opportunity to resolve an issue and Nationstar escalated this to an attorney? # XXXX stated the letter was sent by the attorney & provided the following tracking number : XXXX for USPS. ( Not a tracking # ) An itemized statement was requested for legal fees and has not been provided. INSPECTION FEES : # XXXX stated property is inspected with a drive by and photos to determine if property was abandoned. Requested an itemized statement and not provided. LATE FEES : # XXXX indicated that they acquired the loan in XX/XX/XXXX and the payment was already late and therefore every payment is late. Thus charging us {$39.00} EVERY month since XX/XX/XXXX. TOTAL {$110.00}. We asked to speak with her supervisor and after a lengthy hold we were connected to Individual # XXXX. LATE FEES # XXXX stated he personally called us each and every month that we have had this loan. # XXXX stated that since we are in foreclosure that he would refuse any payment that we would send. He repeated this THREE times. Also stated without HIS final number we would NOT be reinstated. LEGAL # XXXX stated that the legal fees are " anticipatory. '' Stating that {$1100.00} is the amount the attorney will charge to process this foreclosure. We requested his supervisor. Third individual # XXXX stated he is V P of loss mitigation. # XXXX indicated that he would waive late fees, inspection fees for a total as follows and would bring account current : Mortgage payments ( x5 ) $ XXXX.+ Legal {$1100.00}. TOTAL $ XXXX.We reiterated our concern that we are being charged for legal fees that are not clear. THIRD request for an itemized statement for attorney fees. We have agreed to pay the full amount as discussed with # XXXX. Awaiting his call to provided requested invoice for legal fees. # XXXX agreed to call us back on Friday, XX/XX/XXXX and did not. I have stated to each individual that we are prepared to settle this account. However, Nationstar has not substantiated the charges to this account. We are awaiting their promised return call, to provide the itemized statements and corrected balance due, and allow us to make a payment.
Company Response:
State: FL
Zip: 33707
Submitted Via: Web
Date Sent: 2016-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I HAVE CONFIRMATION FROM XXXX XXXX FROM NATION STAR MORTGAGE THAT MY CASE NEVER MADE IT TO REVIEW. HE MADE THIS DECISION AFTER COMPLETING A INVESTIGATION. PLEASE REVIEW AND EXPLAIN.
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2016-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear Examiner, Homeowners just received this alarming letter from Counsel from XXXX for and on behalf of Nationstar dated XXXX XXXX, XXXX. ( Ex A ) Within said correspondence XXXX state : " for a status update ... as to whether the property is scheduled for sale '', this is unacceptable given the following and Homeowners XXXX demand to know if XXXX for and on behalf of Nationstar intend to schedule a sale based upon the Notice of Default ( NOD ) issued on XXXX XXXX, XXXX : Further several erroneous assertions are made within the accompanying documentation XXXX for and on behalf of Nationstar have provided. The Nationstar letter to XXXX dated : XXXX XXXX, XXXX. Pertaining to : No. 1 " ... The Notice of Default ... is a valid document ... '' However the XXXX opinion ( Ex B ) asserts this is clearly incorrect, wherein : " ... The Notice of Default issued by Respondent on XXXX XXXX, XXXX involving the residential real estate located at XXXX XXXX XXXX XXXX XXXX WA XXXX does not appear to satisfy the strict content requirements of RCW 61.24.031 ( 2 ) and RCW 61.24.030 ( 8 ) ( f ) ... '' Further, " ... Based on these omissions from the Notice of Default, Respondent is in apparent violation of RCW 31.04.027 ( 13 ) for violating any applicable state or federal law relating to the activities under the act. Because Respondent issued a Notice of Default that did not include all content required under Washington 's Deed of Trust Act, Respondent is in apparent violation of the Deed of Trust Act ... '' No. 2 " ... for pool # XXXX ... '' This appears to be intentionally false and misleading as the XXXX Milestones ( Ex : C ) provided by Nationstar in correspondence at an earlier date to Homeowners XXXX provides : Pool Number XXXX, So which is it? Is Nationstar attempting to deceive the Homeowners and subsequently XXXX? Do Nationstar enjoy violating the Good Faith Doctrine when communicating with government entities such as the XXXX? Providing incorrect information to Homeowners XXXX who like to do their due diligence, purposely misleading them is by far no where in the ball park of a good faith effort by any means. And must be held accountable and sanctioned for such. No. 3 : Point 1 - Incorrect. ( See Ex B ) ; Point 2 - In light of Point 1 - Incorrect. ( See Ex B ) ; Point 3 - The Notice of Pre Foreclosure Options ( NOPFO ) Dated XXXX XXXX, XXXX, is a pitiful attempt to deflect from the fact that Nationstar failed to provide Homeowners XXXX with a mandatory NOPFO prior to the NOD of XXXX XXXX, XXXX. Beside the fact the NOPFO is approximately FOUR years old, it was rendered obsolete when the NOD around that time was rendered at fault and the surrounding foreclosure actions were canceled. Further the main and unmitigated reason the XXXX XXXX, XXXX NOPFO has no standing prior to the XXXX XXXX, XXXX NOD is that Homeowners XXXX entered into a Loan Modification subsequent to the XXXX XXXX, XXXX NOPFO, XXXX County record Auditor File # XXXX of XXXX/XXXX/XXXX, therefore rendering the XXXX XXXX, XXXX NOPFO of no effect, therein denying Homeowners XXXX mandatory rights afforded to them by way of the NOPFO as set forth by way of the WA legislature and in violation of the WA XXXX and XXXX and XXXX regarding the current attempted foreclosure. XXXX were and are deprived of their rights under the protections afforded under the NOPFO, therefore Nationstar and their allies such as XXXX are in violation of the XXXX, XXXX and subsequently the XXXX et seq. As Nationstar nor XXXX can show any bona fide evidence of a recent NOPFO immediately prior ( 30 days prior to, there or about ) to the NOD of XXXX XXXX, XXXX sent out to Homeowners, XXXX, therefore denying XXXX the protections afforded under the 30 day provisions of the XXXX. Point XXXX - XXXX see answers to points XXXX - XXXX above, Nationstar 's responses are invalid given the answers to points XXXX - XXXX above. XXXX
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2016-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No