Date Received: 2016-10-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a letter from Seneca mortgage in XXXX 2016 that my mortgage was sold to XXXX to be effective XXXX 2016. Later that month I received a letter that it would be effective XXXX 2016. I set up automatic bill pay with XXXX. My mortgage payment of {$2000.00} was deducted from my account by XXXX on XXXX XXXX. Seneca, who no longer owns my loan, also deducted {$2000.00} from my amount. I attempted to contact Seneca customer service. The automatic system said they no longer own my loan and then transferred my call to XXXX.
Company Response:
State: PA
Zip: 18914
Submitted Via: Web
Date Sent: 2016-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar refuses to apply payment correctly. To make it simple - Nationstar HAS received our payment for XXXX 2016. They have misapplied it. They have CASHED all our checks. Why is this company allowed to continue with their HORRIBLE business practices???? They have hurt my credit BADLY by saying we are behind on our payments!!!! The worst thing is this is the SECOND time they have done this to us. I expect an APOLOGY, I expect my CREDIT score to be corrected, and I expect the two checks that they RECEIVED for XXXX 2016 in the amounts of XXXX and XXXX which total the CORRECT amount due for XXXX to be applied correctly.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX transferred my mortgage to Nationstar and I received notice of this change just 11 days prior to the transfer going into effect on XX/XX/XXXX. The XXXX letter instructed me to make all payments after XX/XX/XXXX to Nationstar and to use the new account number. A new account number was not provided in the XXXX letter. When I called Nationstar the following day I was assured that the paperwork from Nationstar would arrive before XX/XX/XXXX and the new account number would be included in the letter. By XX/XX/XXXX nothing had arrived and I called Nationstar again and this time they said the previous representative was mistaken and the account number and letter will be sent after XX/XX/XXXX. I asked how could I make the payment without the account number? I spoke with XXXX people, a guy named XXXX who transferred me to a supervisor named XXXX XXXX.I was told to call on Saturday XX/XX/XXXX and they would have an account number ready and be able to process an electronic mortgage payment then. Ms.Brant assured me that Nationstar would waive the fee for the electronic payment. XXXX XXXX also said payments with my old account number on it would be processed. XXXX XXXX and I discussed the terms of my loan and she said these would be unchanged. On Saturday after several tries the Naitonstar rep said that the account number was not available and an electronic payment could not be processed and that I should call back on Monday. On Monday XX/XX/XXXX, I spoke with supervisor XXXX XXXX # XXXX who said she could not process electronic payments because the new account number was not available. XXXX stated that Nationstar will start taking electronic payments beginning on XX/XX/XXXX and that the welcome letter from Nationstar with the new account number will not go out until after XX/XX/XXXX and should arrive 7 days after that by XX/XX/XXXX. Below is a summary of recent complaint with XXXX. With only 11 days prior to my next mortgage payment due date on XX/XX/XXXX, I receive a letter from XXXX, stating that my mortgage will no longer be serviced by " XXXX '' but will now be serviced by Nationstar Mortgage LLC. Concerns listed below : 1 ) The letter warns that the mortgage loan number will change but it does not provide the new mortgage number. 2 ) The letter also instructs me to make a payment via mail to Nationstar Mortgage LLC by XX/XX/XXXX. 3 ) The letter states that I should update my bill payment payee but my bank requires an account number and no account number is provided. 4 ) Since a loan number is not provided how will the moneys be credited to my mortgage if I do mail in a payment to Nationstar Mortgage? 5 ) The letter states that XXXX will not accept payments and if any are received they will be forwarded to Nationstar through XX/XX/2016. How and where will I see that the moneys have been credited in a timely fashion? 7 ) Recently I received an escrow analyses from XXXX asking me for additional moneys to cover a shortage in my escrow account. This particular letter lists an option for paying the difference in one lump sum or by having it spread over the 12 months of payments which is my preferred option. Why does my current statement bill me for an extra {$540.00} and refers to this amount of {$3000.00} as the " regular monthly payment ''? ACCORDING TO THE ESCROW ANALYSES THE REGULAR MONTHLY PAYMENT IS {$2500.00}. Given the poor ratings Nationstar receives on all consumer websites I am very concerned about this change. The number one complaint is that payments are not accepted because Nationstar does not recognize the account numbers. I requested from XXXX to revise the regular monthly payment to reflect what was shown on the escrow analyses I received in XX/XX/XXXX in the amount of {$2500.00} rather than the {$3000.00} shown on the XX/XX/XXXX statement which is incorrect.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX was in a financial hardship. His wife passed away last year 2015. He fell behind due to funeral expenses, grief, loss of her income. He tried to get back on track but at that point it was too late. Nationstar stopped accepting his payments. Instead of spending his mortgage payment, XXXX XXXX has saved his " mortgage payment '' in his bank account. He applied for a loan modification and on XX/XX/2016 Nationstar verbally informed XXXX ( authriozied 3rd party ) that XXXX XXXX was denied assistance on XX/XX/2016 due to an " insufficient monthly payment. '' They also stated that " excessive obligations and DTI '' as the reason for the denial. The only " debt '' XXXX XXXX has is the home. There are no car payments or credit cards. XXXX XXXX appealed the denial based on incorrect financial information. Nationstar stated that in writing the reason for the denial of the appeal and modification. ( see the denial letter attached with financials used for that review which were INCORRECT EXPENSES ) On XX/XX/2016 XXXX XXXX submitted a COMPLETE modification package with accurate financial information / expenses. Not a single piece of info was missing. ( please see proof of documents sent to Nationstar via email ) Nationstar REFSUED to review the file. Nationstar stated that they did not review the forms as there was no change in financials. That is absolutely INCORRECT. XXXX XXXX financials showed he had a surplus of income which is the complete opposite of the last review. XXXX does n't know where they got the last set of financial information, but it is INCORRECT. Now they are refusing to look at the financial information provided. ( please see modification package with correct financials ) XXXX called back and spoke to supervisor XXXX on XX/XX/2016 and she also refused to assist or get the file properly reviewed. We mentioned the new financial info and that did n't matter to her either. There is no tangible reason why NATIONSTAR refused to review the information. They clearly stated the DTI, and excessive obligations ( pull call from XX/XX/2016 ) and when the homeowner clearly shows a surplus, they fail to assist in him with a meaningful modification review. To top it off, XXXX XXXX clearly shows the mortgage payments saved in his account. He does n't have the full amount, but he has a substantial amount. Why was n't a forbearance plan offered? Although there are numerous reasons why Nationstar 's behavior is unacceptable, the issues that Homeowner would like to bring to your attention are the following : Nationstar denied XXXX XXXX 's workout request based on inaccurate information and refused to take remedial steps to provide a qualified homeowner with a solution to save the home. It is very clear there is an issue. If the financials they sent XXXX in writing on XXXX do NOT match what was sent to them on XX/XX/2016 and the appeal the client sent in stated the same thing, then they need to look into the problem. There is NO excuse for them to state they are just " not going to review the file '' Nationstar simply refuses to state a reason for denying the homeowners review. By refusing to disclose details about the modification process, Nationstar is able to deny request at will without ANY accountability. This should not be tolerated. The events described above are just a sample of the practices that are taking place at Nationstar. Nationstar appears to be more interested in foreclosing on homes and fire selling them at auction to make a profit. It appears that Nationstars 's lack of participation in a meaningful modification review of XXXX XXXX 's file indicates a preference to profit directly from his hardships. XXXX is demanding that Nationstar provide XXXX XXXX with a work out solution and postpone his sale date set for XX/XX/2016. He will assert his legal right and name Nationstar as a defendant in
Company Response:
State: WA
Zip: 98026
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My complaint regards the servicing of a second mortgage held by Nationstar Mortgage. The XXXX Modification of my XXXX Mortgage was amended by the original servicer, XXXX Mortgage, which reduced my 'interest rate cap ' from 5.25 % to 4.75 %. When the XXXX Mortgage was sold to XXXX they used the old rate cap of 5.25 %. I was able to have this matter rectified with your help on XXXX/XXXX/XXXX, Case # XXXX ( Page # XXXX Final Resolution Letter ). My current problem is that the Second Mortgage serviced by Nationstar is using the old rate cap of 5.25 % and not the amended rate of 4.75 %. I have been corresponding with Nationstar since XXXX XXXX and have only received copies of the XXXX modification. In the XXXX modification, it clearly states that the rate cap of the XXXX modification must reflect the rate in the XXXX modification. I have documentation for all of the statements that I have made. Any assistance in this matter would be greatly appreciated.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our loan was transferred to Nationstar from XXXX XXXX XXXX, Nationstar denied our loan modification because of XXXX reasons as my representative told me. 1. Negative NPV 2. due to our history when trying to obtain the previous modification ( with XXXX XXXX XXXX ) 3. we skipped a payment towards the end of our previous modification that was up late last year. 1A-Our NPV is negative and not passing mainly because Nationstar is not willing to extend the term of the loan, not willing to defer or forgive anyting. We owe over XXXX and the value of the property is XXXX. The only term they are entertaining is 234 months 2A-when we tried to get the previous modification, we were in review for a long time, IT IS NOT because we did n't want to make an affordable payment, it is because we were in a lonnnnnnnnnng review where documents went missing and got out dated and relationship managers kept getting changed. Additionally, while in review with XXXX XXXX XXXX, the loan got transferred. XXXX XXXX XXXX gave us the run around for years and would n't work with us. Nationstar gave us only one option, it was a 2 year Interest only loan which adjusted this year to Prinicpal and interest to 4.0 % principal and interest. We went from having a XXXX loan to around {$800000.00} loan, now ineligible for any government programs since our loan amount is over the XXXX threshold. Our payment has more than doubled, we are upside down, and nobody is willing to defer or forgive anything to help us. we know they do n't have to, but i ca n't help but feel whatever the lender is doing, or has been doing, is to collect fees, interest, until we hit the end. Why could n't they give us a step rate modification? or meet us in the middle somewhere? Instead we were given a modification that would XXXX, it now adjusts every month and we are over XXXX upside down. 3A- we did n't skip the payment, we did n't know what the payment was because we got several different mortgage statements with different payment amounts and it was not until the modification was over. There are phone records of these conversations when i called the bank regarding the statements and why they are all indicating different breakdowns, interest rates, and payment amount
Company Response:
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2016-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: As I stated in XXXX previous complaints, Nationstar Mortgage has been running a scam to get my house. I received a letter today requesting that I turn over my house to them or sell it. I resubmitted a request for a loan modification ( which they told you I could do after a date that I could even meet the deadline. ) I was not notified of cancellation of my modification, they extended my modification by one month and denied doing so. When I called them, they told me to resubmit my modification request. I did, they then told you I could be reapproved by XXXX XXXX, 2016 ( 3 weeks before I even knew the modification was cancelled. ) I am enclosing the letter I received today. These people have been lying to me on the phone, scamming me, lying to you, ( which these documents and my previous documents prove. ) If I had not borrowed money to bring this account into good standing they would have taken my house and evicted me. I had to pay over {$3000.00} to get my house back from these monsters. I had to sell my wedding rings to get enough money to do this. I am chronically ill, on XXXX and I 'm sure they were counting on me not being able to put together enough money to do this. I have friends with money.
Company Response:
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar has already confirmed loan origination fraud, embezzlement, loan service fraud, illegal collection of pre-payments, illegal fees, illegal foreclosure using deception, misrepresentation on the phone, failure to mail monthly statements, mailing false monthly statements, and lying about not owning this loan while providing a false owner and false account number ... .Nationstar stated on the phone Fridaythat they do not consider breaking the law a problem in any form ... and they went on to saythese acts ... although violations of state and federal law ... are not even thought of aserrors or wrongdoing. I HAVE SOME LOAN QUESTIONSFOR THEIR CEO~ XXXX XXXX ... WHO INHERITED THIS PROBLEM ... # 1 ) WHEN DID LOAN FRAUD BECOME LEGAL? # 2 ) WHEN DID IT BECOME LEGAL TO MISREPRESENT ACTUAL ESCROW CHARGES IN ORDER TO DECEIVE XXXX INTO SIGNING A REFINANCE ON THEIR HOME? # 3 ) WHEN DID IT BECOME LEGAL TO ADD YEARS ONTO THEIR MORTGAGE AND HUNDREDS OF DOLLARS TO THEIR MONTHLY PAYMENT ... AGAIN USING FRAUD AND MIREPRESENTATION OF FACTS TO HIDE IT? # 4 ) WHEN DID EMBEZZLEMENT BECOME LEGAL? # 5 ) WHEN DID IT BECOME LEGAL TO TAKE MONEY OUT OF AN ESCROW ACCOUNT WITHOUT AUTHORIZATION AND WITHOUT NOTIFICATION? # 6 ) WHEN DID IT BECOME LEGAL TO STOP MAILING MONTHLY STATEMENTS AS REQUIRED BY LAW? # 7 ) WHEN DID IT BECOME LEGAL TO MAIL FALSE MONTHLY STATEMENTS AND REQUESTS FOR 5 MONTHS OF PAYMENTS FOR 60 DAYS OF OCCUPANCY? # 8 ) WHEN DID IT BECOME LEGAL TO DOUBLE A PERSON 'S HOUSEPAYMENT USING EMBEZZALEMENT, FALSE CHARGES, AND OTHER TYPES OF LOAN FRAUD? {$9.00} ) WHEN DID IT BECOME LEGAL TO ADD 2000 % ( 2000 % ) APR ON MONTHLY PAYMENTS? # 10 ) WHEN DID IT BECOME LEGAL TO SAY TO A CUSTOMER " PAY THIS AMOUNT AND YOUR LOAN IS CURRENT '' WHILE NOT BRINGING THE ACCOUNT CURRENT, LYING TO CUSTOMER, COLLECTING PRINCIPAL WITHOUT CREDIT, AND ADDING LATE FEES INTEREST AND INSPECTION AND ATTORNEY FEES ON AN ACCOUNT THAT IS CURRENT? NATIONSTAR AND ITS EMPLOYEES ARE INTENTIONALLY DEFRAUDING THE GOVERNMENT SOME OTHER FACTS NATIONSTAR HAS LIED ABOUT AND HIDDEN XXXX XXXX is the co-founder, principal, and co-chairman of the board of the directors of XXXX XXXX XXXX, which is the majority shareholder of Nationstar. According to the most recent SEC filings, XXXX currently owns nearly XXXX % of Nationstar. AS THE FBI AND CFPB INVESTIGATION EXPANDS ... XXXX XXXX SHOULD BE LOOKED AT FOR REIMBURSEMENT OF THE FHA FRAUD. THE CRIMES I DOCUMENTED WERE APPROVED AND ENDORSED FROM THE TOP DOWN OVER AND OVER AGAIN ... FOLLOWED BY ADDITIONAL CRIMES. ATTACHED ARE XXXX LOANS WITH THE SAME EXACT ISSUE ... DUE FOR XX/XX/XXXX AND XX/XX/XXXX. XXXX IS AN HONEST BANK, THEY COMPLY WITH THE LAW, THEY DO N'T ADD FEES JUST TO PAD THE BOTTOM LINE, AND THEY DO N'T LIE, CHEAT STEAL AS PART OF AN ORGANIZED CRIMINAL RACKETEERING SCAM. I WOULD RATE THEM AS 100 % ETHICAL AND 100 % COMPLIANT. NATIONSTAR CONTINUES TO LIE, CHEAT, AND STEAL WHILE BEING A VOID WHEN IT COMES TO ETHICS AND COMPLIANCE. I WOULD RATE THEM NEAR XXXX ON BOTH. THIS ACCOUNT WAS BROUGHT CURRENT AND COMPLETELY UP TO DATE XX/XX/XXXX WHEN THEY TOOK A SUBSTANTIAL PAYMENT OF SEVERAL THOUSAND DOLLARS. THEY LIED ON THE PHONE WHEN THEY TOOK THE PAYMENT AND THEY LEFT A BALANCE ... THEY USED THIS ILLEGAL ACT TO CONTINUE TO THREATEN FORECLOSURE AND THEY CONTINUE TO ADD LATE FEES AND ATTORNEY FEES AND INSPECTION FEES TO A LOAN THAT IS CURRENT. NATIONSTAR INTENTIONALLY USE SCARE TACTICS TO STEAL HOMES ILLEGALLY. NATIONSTAR PREYS ON THE LESS EDUCATED AND THE ELDERLY. COPIES OF " SCARE LETTERS '' WITH NO BASIS IN MATH AND NO EXPLANATION TO THE CONSUMER WERE PREVIOUSLY UPLOADED TO CFPB PREVIOUSLY COMPLAINT WITH A PDF TITLED " FBI FILE '' FURTHERMORE ... NATIONSTAR CLAIIMED TO BE THE FEDERAL GOVERNMENT. THEY FRAUDULENTLY SAY THE US GOV OWNS THESE LOANS. THEY NEVER DISCLOSE FORTRESS/EDENS. ALL OF THIS HIGHLY ILLEGAL AND PUNISHABLE BY LAW.
Company Response:
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2016-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX XXXX XXXX BANK purchased our mortgage loans from XXXX XXXX XXXX. Since XXXX 's purchase has been battle between lender and borrowers. Finally, after a long battle, on XXXX XXXX, XXXX under the Home Affordable Modification Program ( HAMP ) we were qualified to reduce our monthly payment for a fixed rate until Nationalstar Mortgage ( in this year ) got our loan from XXXX. Right away our monthly payment made a drastic jump from {$1000.00} plus to {$1200.00}. On numerous occasions I have tried to discuss the situation with the office manager, but he or she is unwilling to cooperate. Finally, I spoke to a loan specialist explaining me it because " California had tax higher collection '' and we need to maintain some amount in XXXX to " pay city '' tax. I was off balance because where they gave such of increasing. They have not sent us a statement or affordable application XXXX. I want to know : If there was an agreement left from XXXX Why they refuse to give us an enclosed ( purchase agreement between XXXX and Nationstar? Why they are offensive Why the monthly payment has increased besides escrow. In short, I can not solve the problem myself, and I want to avoid hiring a lawyer unless it becomes absolutely necessary.
Company Response:
State: CA
Zip: 93535
Submitted Via: Web
Date Sent: 2016-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Foreclosure-Illegal Process and Guidelines. My home is scheduled for Foreclosure Sale XX/XX/XXXX - TOMORROW. I have been told I am in a Trial Modification without my receiving any documents for me to sign. I only received information in a Monthly statement ( via mail ) that my monthly Trial Modifications were to start XXXX and payment needed to be received ON or Before XX/XX/XXXX. How can I have until XX/XX/XXXX BY LAW to make my monthly payment but have a SALE OF MY PROPERTY XXXX XXXX? This to me is against the LAW! Please assist with correcting this to protect me as a consumer. This does not seem to align with what 's law. NationStar now says I have to have my payment in by XX/XX/XXXX to stop foreclosure proceedings for XX/XX/XXXX. This is not right. They refuse to disclose any terms of a permanent modification ; and their papers say this is Trial Modification Offer not Trial Modification.
Company Response:
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No