Date Received: 2016-09-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This complaint is against Nationstar Mortgage, XXXX XXXX XXXX XXXX, XXXX, Tx XXXX. On XX/XX/XXXX, I received a letter from them indicating that my escrow account had more money than needed, They enclosed a refund check and lowered my monthly payment from {$1800.00} to {$1400.00} starting XX/XX/XXXX. I paid the lower amount monthly until XX/XX/XXXX. On XX/XX/XXXX I received a notice dated XX/XX/XXXX from the City of XXXX, NY that the mortgage company had not paid my property taxes of {$2800.00} plus a late charge of {$84.00}. I notified Nationstar and was told that I did not have an escrow account, however, after checking they sent me a letter dated XX/XX/XXXX that confirmed that my account should be escrowed. On my XX/XX/XXXX statement they kept the payment of {$1400.00} the same and indicated that if I made additional escrow payments that they would not raise the payment amount so I sent them a payment of {$2900.00} which included an additional {$1500.00} in escrow. In XX/XX/XXXX I sent them {$1500.00} which included {$100.00} in additional escrow. On XX/XX/XXXX I received a notice that they had not received my XX/XX/XXXX payment so I recovered my cancalled check from my bank which indicated that the bank paid the XX/XX/XXXX mortgage payment on XX/XX/XXXX. I notified Nationstar and they said that they mistakenly posted the entire amount to my escrow account and charged me a {$24.00} late charge which they have not recinded. On my XX/XX/XXXX statement they raised my monthly payment to {$2000.00}, a {$620.00} increase in an attempt to correct their inability to service my escrow account properly. I paid the {$2000.00} leaving me with XXXX dollars left for a three week period. I have now received my XX/XX/XXXX statement where they again want a {$2000.00} payment. I am retired and on a fixed income so I do not have the ability to make any further payments in that amount. They have caused me an extreme financial hardship and have refused to lower the payments. Just as a matter of information my property taxes are {$2800.00} and school taxes are {$1300.00} for a total of {$4100.00}. The additional escrow of {$620.00} plus the {$200.00} escrow already built into the $ XXXXpayment amounts to {$820.00} monthly for a yearly total of {$9800.00} which is more than double the required escrow needed. Therefore, I am making no further mortgage payments until such time as Nationstar reduces the monthly payment amount. I am also considering legal action against Nationstar for damages incurred by their inability to properly service my account, also, they have sold my mortgage to XXXX XXXX who I have been in contact with. They advised me to contact you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 12603
Submitted Via: Web
Date Sent: 2016-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My dad passed away in a XXXX. He was the only one on the loan but had his wife and his daughter listed on the Deed. I 'm working on removing his name from the title so I can refinance the loan and take over with the help of my younger brothers but the lender is not talking to us and it looks like they are not taking our payments. I know that we do n't have to go to probate because there were more people on the Deed but according to the lender we need to go to probate to get an executive to represent my dad 's state. My dad was having financial difficulties because of his age and limited for employment. We are devastated for his loss and the loss of my brother within a year and on top of that struggling to keep his home for his wife and younger children. I already contacted a lawyer and I know we have to pay a lot of money to go to probate. According to CFPB rule we should n't be struggling with this situation but I just do n't know how to go from here. Please help!
Company Response:
State: CA
Zip: 95632
Submitted Via: Web
Date Sent: 2016-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I originally filed a CFPB complaint on XXXX XXXX, XXXX ( Complaint id No. XXXX ) with the following narrative : " In XXXX XXXX I bought a foreclosed property owned by XXXX. We closed on the house on XXXX XXXX, XXXX. Upon Inspection of the Settlement Statement ( HUD-1 ), it was discovered that there was an error in how the prorated property tax was figured and I was shorted by about { {$260.00} }. I have been in touch with the settlement agent ( XXXX XXXX XXXX ) on several occasions. They acknowledge the error and they have said that they have referred the matter to the seller ( XXXX ) for payment of the amount they shorted me. However, After more than 5 months, I have not received the payment due me. I am attaching a copy of the Settlement Statement and copies of all emails between me and the settlement agent documenting all our interactions regarding this matter. '' Please note : Attached HUD-1 is labeled XXXX # XXXX, the attached emails between me and XXXX XXXX are labeled XXXX # XXXX. In response to my CFPB complaint, at the end of XXXX, XXXX I received a letter from XXXX saying that they could not find any record of the transaction ( copy of letter is attached and is labeled Doc # XXXX ) I contacted XXXX by phone and spoke to a service representative by the name of XXXX. He asked me to give him a couple of weeks to research the matter and he would get back to me. After several months I had not heard from XXXX and so I called him again. He had no record of our previous conversation but he did find the CFPB Complaint and all attachments to it. He said he would have to escalate the matter to his supervisor and would call me back tomorrow. When he called back he basically said that XXXX served strictly as the trustee in this matter and that I needed to get in touch with the loan servicer, Nationstar. He forwarded to me an email from his legal department stating what he had told me ( Copy of the email is attached and is labeled XXXX # XXXX ). After several attempts over a week to contact Nationstar, I finally spoke with a man by the name of XXXX at Nationstar XXXX dept. He told me that I needed to talk to the law firm that actually did the closing paperwork on the property. He said that the law firm had all the documents related to the closing, they could verify that there was an error in the HUD and that money was owed to me. He said the law firm involved was XXXX XXXX, XXXX and asked me to get in touch with them. I called the law firm and spoke to a paralegal by the name of XXXX XXXX, who told me she would have to discuss the matter with XXXX of their attorneys and would get back with me. After several weeks I called XXXX XXXX again. She said that XXXX of their lawyers reviewed the matter and said that they just handled the foreclosure, they had nothing to do with the actual closing, and that I needed to contact the title company that closed the property ( XXXX XXXX ) and gave me the name and phone number of someone by the name of XXXX XXXX ( Her email to me is attached and is labeled XXXX # XXXX XXXX. After several weeks of trying to reach XXXX XXXX I was finally able to talk to him. He was extremely rude and told me that there was nothing he could do to help me. He said he had just prepared the documents related to the closing but was not involved in the closing in any way. He also made the statement that " they '' gave me his name to " blow '' me off. I think that it XXXX clear from the above that I am being jerked around by these financial institutions and their lawyers. I am relying on the Consumer Financial Protection Bureau to " protect '' me from this type of abusive behavior and to see that I am reimbursed what I am owed. I appreciate any assistance you can give me.
Company Response:
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2016-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: As per complain XXXX, Nationstar Mortgage alleges that I paid full mortgage payments during my trial period. As soon as I received my trial period, I began making payments of {$600.00} for the first month, {$600.00} for the second month, {$600.00} for the third month and {$570.00} for the fourth month when it was brought to my attention that I needed to make the exact amount and that I had full filled the trial period by their representation. Their representative, XXXX, who is a manager, told me they had added an additional month to the trial period. I have resubmitted the forms to them for a new loan modification and they have laughed at me and told me I have been denied. " Once you fail a trial period - you NEVER get another. '' said XXXX on XX/XX/2016. Nationstar failed to apply the funds properly as shown in the original mortgage statements I sent to you in the above referenced complaint. Notice the unapplied funds in that statement. They were putting the payments in unapplied funds and then applying them as full payments. I never made a payment for {$470.00} which shows as being applied at one point - this occurred because they had n't been applying the funds correctly. They were taking the trial payments and applying them as full payments creating the failed environment themselves-which is what I have been telling them all along. They do n't know what they are doing. It is fraudulent and and obvious effort to take my house. I have had to humiliate myself by begging and borrowing money from family and friends to save my house and prevent myself from becoming homeless. No one is looking at the proper place on the statement. UNAPPLIED FUNDS which is where they put my proper payment!!!!!!!!!
Company Response:
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XX/XX/2016 I filed a complaint about fraudulent loan modification practices by Nationstar Mortgage LLC ( Nationstar ). I was told on by XXXX a manager to rerequest a Loan Modification on XX/XX/2016. I spoke to XXXX on XX/XX/XXXX. XXXX emailed me the paperwork, I faxed them to Nationstar on XX/XX/2016. I emailed bankstatments on XXXX/XXXX/2016. I was told to call and check on the process within 48 hours. A weekend elapsed so I called on XX/XX/XXXX. I reached XXXX who laughed at me and told me I could reapply all I wanted, I would never be given another Loan Modification because I failed the first trial. The first loan Modification they added an extra payment on without notifying me and cancelled without notifying me. Additionally, they sent paperwork that I did n't sign informing me that not making exact payments could ( not would which is a legal term ) result in the possible cancellation of the modification. Additionally, XXXX laughed and said I could n't get a loan modification because my XXXX loan is a Home Equity loan. It was the same type of loan when I was granted a loan modification in the first place. He emailed me a copy of the loan - laughing at me. I know that if a mortgage company does not have the original loan they can not repossess a house. This company planned to repossess this house. Had I not made a trip to XXXX XX/XX/XXXX and borrowed money from family and friends they would have been well on their way to evicting me. This is the slimiest example of fraud and attempt to repossess a home I have ever seen. They knew I did not have the resources to pay back the money on my own. If I did n't have rich family and friends I would be out of the streets with a surprise eviction notice. I am disgusted.
Company Response:
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold to nationstar mortgage, I ve been having trouble with them from the start .I have contacted an attorney to get things straighten out. And the person that he talk to there had agreed XXXX some terms to straighten out the matter but like always nationstar will not work to get this loan straighten out Now they wont give my attorney the rein-statements Values paper work that is needed?
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Seneca Mortgage Lending Services said they paid my XXXX County Property Taxes on XX/XX/2016. XXXX County has no record of payment. Seneca told me they would send me proof of payment, but never did. Now my loan was sold to XXXX XXXX and they ca n't seem to help me.
Company Response:
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Complaint : Nationstar Loan Modification Application Process Loan Number : XXXX Ref : Response to my CFPB complaint # XXXX, Nationstar reply from XX/XX/2016, XXXX XXXX, Customer Relations Specialist, Nationstar Mortgage , LLC, XXXX, Texas In your reply from XX/XX/2016, you are stating : 1. Lack of Response What do I need to know? We looked into the concern you expressed and after an investigation, we are sharing with you what we found. Under 1. Lack of Response you replied : In your inquiry you stated you sent emails to the assigned Single Point of Contact ( SPOC ) XXXX XXXX but received no reply. You also stated you received phone calls but they did mention any subject, topic or other information. At this time we have reviewed the attached emails provided in your inquiry. Please understand that your SPOC are not able to communicate via email, as she is only allowed to communicate by phone or written correspondence. I am assuming that my confusion lays within this and the next paragraph from Nationstar 's letter/response. 1. In my conversation with XXXX XXXX ( correct spelling is XXXX not XXXX is in Nationstar 's letter ) and follow up E-mail from XX/XX/2016 ( see attached ) XXXX did mention that I should contact her via E-mail, that communications via E-mail would speed up the application process. 2. Also, I did follow up on XX/XX/XXXX, after my call, and sent XXXX an E-mail. 3. XXXX XXXX replied to my E-mail and sent the forms for the loan modification application. 4. Same for submitting the loan modification application and all documents on XX/XX/2016. 5. Please see all E-mail communications sent from me to XXXX XXXX and XXXX XXXX 's replies attached. My confusion again is why you are stating that the SPOC, XXXX XXXX, is " only allowed to communicate by phone or written correspondence '' when she clearly is communicating with me via E-mail. As you are stating in your reply to my complaint submitted on XX/XX/XXXX, you were hoping that your reply will alleviate my concern. I guess my questions are that if you are hoping for that and you have investigated this, and your goal is to provide exceptional customer service, why do I still have questions about your reply? If the SPOC, XXXX XXXX is indeed not allowed to communicate via E-mail, why did I receive E-mails from her? Why are Nationstar 's tactics so deceptive and not clear? I have tried to communicate with Nationstar to the very best of my knowledge and in timely manners throughout this process. Nationstar has clearly and continuously not.
Company Response:
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I wired a payment of {$58000.00} to Nationstar Mortgage on XXXX XXXX, 2016 at XXXX this payment was not applied. My first attempt to correct this error was a phone call to XXXX Nationstar Mortgage customer service line on XXXX/XXXX/16 @ XXXX this phone call was received by a customer service agent, XXXX at ext. XXXX which lasted 16 min., 28 sec. XXXX acknowledged the mistake of the payment not being applied to the correct account and that this would be corrected and taken care of within 3 business days. There was a Collection call from Nationstar Mortgage to the borrower on XXXX XXXX, 2016 which prompted the borrower to call and alert me that the error had not been corrected. I immediately called Nationstar to check on the status and spoke to a customer service agent XXXX at ext. XXXX which lasted 37 min., 41 sec. Per XXXX, XXXX did nothing to rectify the error but she would send to the appropriate division and the error would be taken care of in 3 business days. I called Nationstar Mortgage 3 days later on XXXX XXXX @ XXXX and spoke to XXXX at ext. XXXX she told me that the error was not corrected which prompted me to speak to a manager. I was transferred to XXXX XXXX at ext. XXXX. Per XXXX, he sees the error and will correct within 5 business days. I called and left a message on XXXX voice mail XXXX XXXX @ XXXX no return call so I called to leave another message on XXXX voice mail XXXX XXXX @ XXXX but I was disconnected during the transfer. I called back and left a 2nd voice mail for XXXX on XXXX XXXX @ XXXX No return call so I called and left a 3rd message for XXXX on XXXX XXXX @ XXXX I received a return call from XXXX on XXXX XXXX @ XXXX this phone call lasted 12 min., 4 sec. Per XXXX, the error is being corrected but some of the funds are " missing. '' I told him that I have a wire confirmation of the amount received by Nationstar and if funds were " missing '' then it was Nationstar 's responsibility to find the funds but in the meantime the payoff should be applied to the borrowers account so it shows paid in full. I also told XXXX that I would file a complaint with the CFPB if this was n't rectified immediately. XXXX XXXX, 2016 the borrower came in to my office with a final notice to obtain insurance and a mortgage statement showing the error still has not been corrected and that Nationstar is going to force place hazard insurance on this mortgage loan. The statement shows that there is still a balance of {$2600.00}.
Company Response:
State: IL
Zip: 62002
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Complaint : Nationstar Mortgage Loan # XXXX Complaint Date Filed : XXXX XXXX, 2016, XXXX XXXX On Wednesday, XXXX XXXX, 2016, I received a letter from Nationstar Mortgage. The letter ( see attached ), dated XXXX XXXX, 2016, informed me of an updated Dedicated Loan Specialist to assist me. The name of the updated Dedicated Loan Specialist, XXXX XXXX. I have been working with XXXX XXXX since XXXX XXXX, 2016. Call and E-mail communication from XXXX XXXX, 2016, sent to XXXXXXXXXXXX : Follow up to my call and message I left on Friday, XXXX XXXX, 2016, XXXX Hello XXXX XXXX As per XXXX, Customer Relations Specialist, letter dated XXXX XXXX, 2016, CFPB Case Number XXXX, you are my Single Point of Contact. Please E-mail me detailed instructions for all needed paperwork for loan modification assistance, all documentation needed XXXX. Thank you! What does this letter mean? Why am I being informed of an " updated '' Dedicated Loan Specialist, when I have been working with such " specialist '' since XXXX? What is happening to my previously submitted documentation?
Company Response:
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2016-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes