Date Received: 2016-09-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XX/XX/XXXX I became behind on my mortgage because my husband XXXX. XXXX was the original lender. I found out XX/XX/XXXX that Nationstar was now who make payments to. I contacted them about a loan mod and proceeded with the paperwork. I dealt with atleast XXXX different people as my point of contact, and not one of them got the documents submitted to underwriting in 8 months. From XX/XX/XXXX until XX/XX/XXXX when I finally received an email from XXXX XXXX XXXX telling me that he needed XXXX documents and and he would get it escalated into underwriting. He did this after 20 phone calls to find out status, the foreclosure sale date was XX/XX/XXXX. I sent multiple e mails as well. I submitted at least XXXX of the same documents multiple time. On XX/XX/XXXX I continued to call until I could speak to someone about the status, I wanted to make sure it was submitted. When I finally got in touch with someone it was XXXX again and he informed me about XXXX pm he did n't have enough time to get it submitted. I rushed to an attorney and filed BK. I recently found out that Nationstar MTG filed a NOD XX/XX/XXXX. And then a Notice of Trustee Sale was filed XX/XX/XXXX. All of this time I thought they were trying to help me when they were n't. XX/XX/XXXX I filed CH XXXX. I started making my house payment again XXXX XXXX XXXX and continued until XXXX XXXX. Every payment I made they told me it was going towards the payment that I first missed in XX/XX/XXXX. I argued with them about this and got no where. The BK XXXX I was making payments on as well and to my understanding I thought the arrears were in the plan. They offered through my attorney to help with a load mod and I tried it again and they did the same thing to me. I converted to a CH XXXX XX/XX/XXXX and they went back to court to have the automatic stay lifted. I really did n't understand what happened at the time as I have learned harshly over the past few years. Nationstars Attorney went to court and told them that I did n't make a payment for 15 months and that was a lie. I tried to get a payment history report from them and I finally got it after that court date. I could n't prove at the time all of the payments I did make. I was under duress and just could n't understand what was really happening. I now learn about dual tracking..At the time I really thought they were trying to help. The last document that XXXX XXXX sent to me and he said he needed it filled out and sent back that day to get it escalated, was in XXXX. But because I had already filled XXXX out XXXX different times I had a copy still in my email. I have black and white documentation emails and such to prove my complaint. They fraudulently foreclosed on my home. There was not one person that I dealt with that had any thought on helping. I trusted everyone of them the first 7 months, Thats along time to be tricked to find out they were trying to foreclose the whole time. I had XXXX in equity at the time. I did n't want to sell my home, I was going to divorce my husband so he would have no rights to it since he was n't helping me anymore, But I was forced to sale my home because all the time i believed I was being helped was only time that the needed to pass to let me get so far behind that I could n't pull myself out. My home sold in one week because I did n't want them to take it from me. I was made to get a power of attorney from my husband because they decided that it was illegal for them to talk to me about the loan mod. This was after I had him fill out the 3rd party authorization that was requested from them as well. The told me it was expired when there was no expiration date on it.
Company Response:
State: CA
Zip: 92683
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar Mortgage has violated my rightsthroughout the whole trying to save my home. I now have an auction date on my house. They never warned me that auction was a possibility and only gave me 60 days from posting date to actual sale. I have complained before about nationstar not trying to help and making mockery of XXXX foreclosure avoidance program. Some complaints not even answered and some had missed truths in them. I need to stop auction so I can save my home.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I contacted Nation 's Star Mortgage Company and requested a Mortgage Loan Modification or XXXX. I completed the required application and returned it along with the required documentation. Nationstar never responded to me in writing ever throughout the entire process rather, after a considerable amount of time had passed, I was advised verbally that I was on a Loan Modification/XXXX XXXX trail payment of a reduced amount, and upon successful completetion of the trail payments the Loan ModificationXXXX would be final. The third and final payment of the trail was returned by Nation 's Star to my Bank - XXXX XXXX XXXX ( XXXX ) without explanation. Upon contacting Nation 's Star regarding the returned payment, it took approxi-mately XXXX6 months for them to conclude their investigation into the reason for the returned payment. No conclusion was ever reached by Nation 's Star relative to the matter. Rather, Nation 's Star advised me that I would have to start the entire Loan Modification/XXXX trail payments process over from the beginning. The new Loan ModificationXXXX Trail Payments had increased this time by about {$20.00} although still less than the original mortgage payment amount.that I again began making the Loan Modification/HARP XXXX trial payments as advised. This time I had Nation 's Star withdraw the payments directly from my bank account. When the third and final XXXX Trial payment was due, Nation 's Star failed to withdraw the payment. I contacted Nation 's Star on or about the XXXX day of the month after finding that they failed to take the final trial payment. I was never provided an accurate account for why the payment was not taken. However, I was advised that since I had not successfully completed the Loan Modifica-tion trail payments process either time, that the Loan ModificationXXXX would be denied. I was further advised that Federal Regulations prohibited the Loan ModificationXXXX Trial Payments process beyond XXXX attempts/opportunities. I then requested that the matter be escalated to upper management for reconsideration since the reason for the unsuccess-ful completion of the XXXX XXXX XXXX payments process resulted from issues/errors within Nation 's Star rather than failure on my part. I was then advised that I would receive written communi-cation from Nation 's Star in response to my request for reconsideration. To date, I have not received any communication from Nation 's Star. Further, Nation 's Star Mortgage Company continuously Force Placed Homeownwer 's Insurance Policies on the property despite receiving Insurance XXXX Documentation from XXXX XXXX XXXX. Every attempt made by me to contact Nation 's Star regarding the status of the Mortgage on my property results in my being transferred into the voicemail of various individuals of whom I am told is the Mortgage Specialist handling the case, none of whom have been responsive to my request. Presently, I frequently receive calls and written communication from various individuals interested in purchasing my home, all of whom have stated that my home is in foreclosure. If this is the case, I am totally unaware and have never been advised or received any written communication to that effect.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I filed a complaint w/CFPB XX/XX/XXXX, ( which has not been resolved ) regarding how our lender ; Nations Star handle payments our trustee had been sending for the past five years. In what seems like intentionally backlash or retaliation our payment has gone up even higher than the initial complaint, causing us to believe this lender is trying to force us into unfair foreclosure. Our last complaint stated our payments were {$1000.00} then increase to {$1800.00}, we were told as of XX/XX/XXXX ( which ironically is the month we are no longer in bankruptcy ) our payments will be {$2100.00}. I 'd like to take this further, as I stated this seems as if we are being forced out of our home.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2016-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Seneca mortgage took over my loan in XXXX XXXX. I called to let them know that I had switched from semi-annual real estate tax payments to annual with XXXX XXXX, but with the refinance, I was back under the semi-annual tax payment plan. I was told that could n't be resolved until the account was set up. Once the account was set up, I made several attempts before XXXX/XXXX/XXXX to switch to the annual tax payment plan and pay the shortage in escrow. Before the annual tax payment switch could be fixed, Seneca claimed that I had an incredibly high escrow shortage, but no one could explain why. Upon many phone calls, I was told that Seneca did n't know I had paid all of my XXXX taxes, so I was being charged for XXXX and XXXX taxes. That is a huge mistake. Finally, that was fixed and the second payment had been made to pay the taxes in full for XXXX year. I was n't switched to the annual pay plan because the escrow analysis and whoever was supposed to switch the payment did not do it correctly, therefore the escrow monthly payments were wrong and I would again have a shortage in XXXX XXXX for XXXX taxes. Since I made countless phone calls with no resolution by XXXX XXXX, I decided to wait and try to switch to the annual plan again in XXXX XXXX. I made a request to change from the semi-annual tax payment plan to annual in XXXX XXXX, but a partial payment was already made. I made numerous phone calls to find out if Seneca would pay the remaining amount on my behalf or if I should pay the county directly. I could not get a straight answer from anyone and was finally told by a representative that I was the reason there were so many problems with my account and that I should stop trying to dictate the payments made to the county. The same individual also asked me how much money would I even save anyway and that switching is pointless. He also told me that in XXXX XXXX, another representative called the XXXX County Real Estate Tax Dept and was told that I was not allowed to switch ; he claimed that changing from a semi-annual tax payment to an annual tax payment has nothing to do with how your mortgage is set up, but is based on what the county decides to charge you and can not be changed or altered by Seneca. I told him I did n't believe this was true, that I had switched while financed with XXXX XXXX, I had been told I could switch by other Seneca representatives and that I would call the county directly. When I called the county, I was told the representative must have lied about the phone call because the county would never advise a mortgage company that they were not allowed to change from semi-annual to annual and it is illegal for the mortgage company to refuse my request. I called back, made a complaint with Seneca and requested the change again. This time with the information from XXXX County, there were no arguments and I was placed on the annual tax payment plan. However, Seneca overpaid the tax amount and calculated the escrow based on the wrong tax payment, in addition to not including my new homeowner 's policy change. I advised Seneca, with advance notice, of both changes. The changes took effect the same day as the escrow analysis, however that change was not included in the calculation of my shortage or projected escrow payment. I have called numerous times since XXXX/XXXX/XXXX and have been told many different shortage amounts, different tax amounts, and I was even told an analysis would not be done if the changes were less than {$600.00}. No one could tell me what numbers were used for the analysis or get a new analysis. The loan was transferred on XXXX/XXXX/XXXX to another company with a {$1200.00} escrow shortage and over $ XXXX/mo increase. I paid the tax shortage, but the change in homeowner 's should be less than {$400.00}, not more than {$1200.00}. Seneca is responsible for overcharging me and giving the new company wrong information.
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Nationstar did a mortgage modification with me 4yrs ago. Now I am trying to remortgage with another bank and they said there is a remortgage on my credit report. I did n't remortgage I did a loan modification. My issue is I have been asking Nationstar since XXXX XXXX, XXXX for a copy of this modification and they have yet to give me a copy of it for the new bank. I have been given numerous excuses as to the reason why they ca n't give it to us. They stated that whom ever did the original modification did n't scan it into the system and that 's why no one could find it. And now it 's going to take 60 days for them to try and locate it. In the meantime I now lose the loan I was trying to get along with the {$500.00} I had to lay out of my pocket for it. I told them I find it simply amazing how they can find the " mortgage loan '' that we original did with them in XXXX but yet they could n't find the documents of the " modification '' we did with them ( as they stated " on paper only '' ) only 4 yrs ago!
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2016-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid my XXXX mortgage payment on XXXX XXXX and confirmed the payment was received and processed by Seneca on XXXX XXXX. My mortgage is now being reported as late to my Credit Report which is false and XXXX is harassing me my phone to demand payment. I still have not received any documentation from Seneca about redirecting my monthly payments. I received an odd e-mail from XXXX Mortgage on XX/XX/XXXX claiming that my mortgage had been transferred. This is the first notice that I have received about this issue. I refinanced with XXXX two years ago and my loan is now with Seneca Mortgage, they have proved to be a disorganized mess. I have not received any information from Seneca about the transfer and I have not received the package that XXXX claims to have mailed to me. I responded to the e-mail the same day stating that I would not change my monthly payments until notified by Seneca. XXXX has not responded. I had a similar issue the first year of my mortgage ( XX/XX/XXXX ) with XXXX different lenders claiming to own my mortgage. I had not received anything from XXXX XXXX XXXX. Unlike Seneca, they answer their customer calls very quickly and they verified by phone and e-mail that the information was a fraud attempt to get customers to redirect their payments. I have been on the phone trying to reach Seneca 's joke of a customer service since receiving the e-mail and hung up several times after being on hold for 20+ minutes without anyone picking up the call. I have already processed the payment for the XXXX payment to Seneca. My mortgage is up to date and should not now being reported as past due.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: ( A more detailed account of the events is attached to this complaint. ) This is an additional complaint and response to Nationstar Mortgage 's response to CFPB Case Number XXXX ( dated XXXX XXXX, XXXX ). Within two days of my husband XXXX, I contacted Nationstar via phone calls and then XXXX separate fax documents in XXXX of XXXX permitting/requesting me to be the point of contact for our home mortgage loan as was suggested by a representative of Nationstar. Although Nationstar has said they did not receive a request for forbearance, I contend that I did, in fact, apply for a forbearance in XXXX of XXXX ( via XXXX XXXX XXXX XXXX XXXX ) and that Nationstar left that detail out of their response. Additionally, in my letter of hardship and, submitted to Nationstar, I specifically state a request for forbearance. The email correspondence from XXXX XXXX XXXX to Nationstar also clarifies this fact. Along with a detailed and historical account of the actions I have taken, the following documentation is attached to substantiate these claims : 1. Fax to Nationstar ( dated XXXX/XXXX/XXXX ) Letter of Authorization ( Attached XXXX ) 2. Fax to Nationstar ( dated XXXX/XXXX/XXXX ) XXXX Letter of Authorization ( Attached # XXXX ) 3. Response from Nationstar to Original CFPB Case # XXXX ( Attach # XXXX ) 4. Forbearance Request to Nationstar ( dated XXXX/XXXX/XXXX ) with letter of hardship ( Attached # XXXX & # XXXX cont. ) 5. Email clarification from XXXX XXXX to Nationstar regarding request for forbearance NOT Loan Modification Request ( Attached # XXXX ) 6. Nationstar Letter XXXX XXXX/XXXX/XXXX XXXX Dedicated Loan Specialist ( Attach # XXXX ) 7. NPV Letter from Nationstar ( dated XXXX/XXXX/XXXX XXXX sent via XXXX Mail XXXX XXXX # XXXX XXXX XXXX. XXXX to XXXX XXXX of Nationstar XXXX dated XXXX/XXXX/XXXX ) as a response to above NPV letter ( Attached # XXXX XXXX 9. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via email and not received by me until response from Nationstar on CFPB Case # XXXX XXXX Attached # XXXX XXXX 10. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via email and not received by me until response from Nationstar on CFPB Case # XXXX XXXX Attached # XXXX ) 11. Letter from Nationstar ( dated XXXX/XXXX/XXXX ) sent via XXXX mail XXXX XXXX # XXXX XXXX XXXX. Peforeclosure notice and additional historical documentation ( Attached # XXXX ) Throughout this entire process, I responded to all XXXX Mail delivered letters from Nationstar but as it turns out some crucial documents ( Attached # XXXX & # XXXX ) had been sent via email and I was unaware of these letters as they were sent to the email address of my husband who had XXXX and was unable to communicate. No one from Nationstar EVER called me suggesting these letters had not been responded to or inquiring why we had not responded to these letters. Or telling me that email correspondence was taking place. I had responded to all communications we received in the XXXX mail and called Nationstar on several occasions throughout this process. I was NEVER informed that my husband was receiving email correspondence from Nationstar and that crucial requests for further documentation was being sent in this manner. Had someone explained those circumstances I would most definitely have responded and rectified the situation. I wanted to keep my home and I believed that I was going through all the recommended and legal processes necessary to do so. I suggest that Nationstar further investigate their records to decipher which communications were sent via email and which were sent via XXXX Mail. It will be become apparent that I did everything in my power possible to communicate with Nationstar. I have put forth an enormous amount of effort and work, provided an incredible amount of details and documentation to clarify this situation. It has taken valuable time and energy away from caring for my family and in so doing this has created a financial burden to our family.
Company Response:
State: MN
Zip: 558XX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was in a Chapter XXXX Bankruptcy, in XXXX of 2016, I agreed to an consent order to repay arrears owed to Nationstar. That ( 1 ) to cure the arrearage, Debtor ( s ) will remit {$2000.00} Instanter, no later than XXXX XXXX, 2016 ( 2 ) the remaining balance of {$700.00} will be cured over nine ( 9 ) months in the amount of {$78.00} per month, due on the XXXX day of each month beginning with the payment due for XXXX XXXX, 2016. My bankruptcy was discharged as of XXXX/XXXX/16. I received correspondence as as of XXXX XXXX, 2016 that no payments were applied to my account an now they want to proceed with foreclosure proceedings as of XXXX. I have copies of all payments that were cashed by Nationstar.
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2016-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Credit reporting companies XXXX, XXXX and XXXX are reporting credit limits that existed before a HAMP loan modification in XX/XX/XXXX. The loan taken out in XX/XX/XXXX with Aurora was for {$600000.00} and was a negative amortization loan. As a result of the recession, I could only pay the minimum payment. By XX/XX/XXXX, the loan balance had climbed to {$700000.00}, and I qualified for the HAMP. Nationstar took over as the loan servicer in XX/XX/XXXX. My balance now shows {$640000.00} with a credit limit of {$600000.00} and a Debt/Credit ratio of XXXX %. I have not missed a payment in 4 years and believe that the Credit Limit should show as {$680000.00} not {$600000.00} since the $ XXXX was the balance at the time of the loan modification. This ratio is very negatively affecting my Fico score by inflating the total Debt to Credit ratio which would be XXXX % and not XXXX %. The mortgage D/C ratio would be XXXX % vs XXXX %. This is an undue burden on anyone diligently paying off HAMP or HARP loans and does not reflect excellent payment history.
Company Response:
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2016-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No