Date Received: 2016-08-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had the mortgage with XXXX XXXX XXXX, I had an agreement to pay extra money each month for the late balance, they sold my mortgage to Nationstar mortgage XXXX XXXX XXXX dint pass on the agreement and Nationstar want the all late balance at once.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-02
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Complaint Description : Nationstar is basically making it impossible to finalize my HAMP loan modification after doing everything they said. I received a pay cut of about XXXX % back in XXXX 2015 and my wife ( at the time ) lost her job in XX/XX/XXXX. At that time, I applied for a loan modification. Made all trial payments on time, and since XX/XX/XXXX, there is always a reason they can not finalize it. Now, we had agreed if I made a payment by XXXX XXXX, and another by XXXX XXXX, they could finalize it. On or around XXXX XXXX, I scheduled my payment my payment to be taken from my account on XX/XX/XXXX. I was then told they needed a code and could not process the payment and would call me back. After not receiving a call, I called them and told me I needed to speak with my loan specialist. The problem is, Ive never been able to get a hold of her, even after numerous messages. When you call Nationstar, it goes to her voicemail everytime and you have to press 0 to speak to a representative who knows nothing about my case. I kept calling saying I need to make a payment and once again, someone would call me. So I logged online to try and pay and for they first time every they blocked me from making a payment online. The thing is, I got a new job and could easily make the payments, but it seems like they just want to foreclose and I 'm not sure why. What they are doing is wrong-I 'm trying so hard, but they are literally making it impossible. If I was n't paying a divorce attorney, I would get one because there is no way they are following legal procedure.
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Recently l was reimbursed fees that were charged by an Equity Accelerator Program. This refund prompted me to look into other accounts to see if there was discrepancies with the fees that I have been charged. I discovered a ton of fees that have been charged to me by my mortgage company Nationstar. In the month of XXXX XXXX I was changed XXXX fees of varying amounts. In XXXX XXXX I was charged XXXX fees of varying amounts and in XXXX XXXX I was charged XXXX fees of varying amounts. There are other months in which I was charged just XXXX fee, but the amounts always vary. When I contacted Nationstar I was originally told that the fees XX/XX/XXXX stemmed from a missed payment in XXXX XXXX. I was told that only a principal payment had been received. When I pointed out the fact that the history shows a regular payment and a principal payment on XXXX XXXX, XXXX the story changed. The next explanation that I was given was related to the bankruptcy that I filed in XX/XX/XXXX. I was told that I missed payments in XX/XX/XXXX and XX/XX/XXXX and that the fees that I am being charged in XX/XX/XXXX and XX/XX/XXXX are related to those missed payments. When I pointed out the fact that my mortgage has only been with Nationstar for 39 months but that I am charged XXXX fees I was told that I was misunderstanding the charges. Well I do n't understand the charges. As I stated my mortgage is paid through an Equity Accelerator Program. I ca n't remember when I started the current program because I had had it set up through XXXX XXXX prior to my mortgage being sold. I attempted to speak to Equity Accelerator and they advised that due to a system upgrade I am not currently able to review my transaction history. Any questions can be answered by a representative. When I spoke to the representative she referred me to Nationstar. I am getting the run around here and I need to get to the bottom of this.
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2016-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar is not acknowledging my appeal request even though it was faxed it prior to the due date and have decided to proceed with the auction of my home and not allowing me any options besides reinstating {$80000.00} which I currently do not have or short selling my home. They have denied me for all government programs due to my house being upside down in equity. It is not my fault the housing market it not what it used to be and I feel this is an unfair reason to deny me of options to save and keep my home. I was denied because they said they were unable to create an affordable payment. I can afford the payment not that my expenses have reduced so why ca n't they just allow me to make my payments?
Company Response:
State: CA
Zip: 95603
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This is a complaint against Nationstar Mortgage. I am a bankruptcy attorney and often represent clients in Chapter XXXX bankruptcies. Nationstar is constantly sending notices like the attached directly to my office even though they are given directions and provided authority to send these notices directly to the client. Despite these authorizations, Nationstar consistently tells their customers that they " ca n't talk to them '' about their own mortgage simply because they have an attorney representing them in their bankruptcy case ... despite the fact we have given them specific permission to deal directly with the client on these matters. However, what 's worse is that typically the notices they send have our office 's name on them and GIVE NO INFORMATION CONCERNING THE CUSTOMER THEY ARE ADDRESSING THIS TO. Note on the attached Notice that they address it to myself, the attorney, but nowhere indicate who the client is or even what the account number is. The notice is worthless as I ca n't even forward it since I have NO IDEA what customer this pertains to. Then, they send this worthless Notice by UPS, signature required. When I speak to their office, I get representatives who do n't know what their talking about, ca n't answer questions and then often tell my office that they ca n't deal with me, they can only DEAL DIRECTLY with the customer ( after they 've already told the customer that they CA N'T TALK TO THEM ). This company needs to go out of business.
Company Response:
State: CO
Zip: 80014
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I became suddenly ill in 2013 and had to go on long term XXXX. My salary was cut in half but I managed to pay my mortgage on time every month until the long term XXXX just stopped paying me. I had to appeal the XXXX while also waiting for an answer from Social Security. At this point I became two months behind. I was honest enough to call Nationstar right away and tell them what was happening to me. I was eventually turned over to a FORECLOSURE PREVENTION SPECIALIST. How ironic is that title. I won my long term XXXX appeal and have also been approved for social security so I have been able to make XXXX payments, but I am still XXXX behind. I filled out a application to modify my loan on the basis of medical hardship. It was denied pretty quickly. Explanation was I did not qualify ... ..that 's all the " specialist '' could tell me. She did say I could fold in the XXXX late payments to my already {$940.00} a month payment and add extra to it. So I qualify to make extra payments on half of my salary but I do n't qualify to lower my payment. These are crooked people, they do not take your hardship and decrease in salary into account. The problem for me is I am under water, I can not sell my home for what I owe on it, and the payment is too high for my decrease in salary. I need help. But when it comes down to being XXXX, I do not qualify. I have owned my home for nine yrs. They are unwilling to budge because frankly they are making a killing off my payments. I want to add that I asked my " specialist '' if they would consider waiving the penalties and interest and remove the credit ding that this has caused, and that was a also a big NOPE. If I had deliberately caused these things to happen, I would understand. I think this is discrimination.
Company Response:
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I just received a letter from XXXX XXXX XXXX, XXXX that Nationstar Mortgage has asked them to foreclose on my house, XXXX XXXX, XXXX, VA XXXX. The date of foreclosure was not provided. Mean while I will respond to their letter and dispute their claim as Nationstar have not lived up to their expectation to modify my loan as required by HAMP Loan Modification Program. Attached is their letter received today, XXXX XXXX, 2016.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2016-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-01
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XXXX/XXXX/XXXX Complaint Sent to the Consumer Financial Protection Bureau I am complaining about apending illegal eviction. My son has a valid, notarized lease on my mother 's house, executed on XXXX XXXX, XXXX. On XXXX XXXX, the house was foreclosed on, but my son continued to live there and pay rent. He has been paying on that lease in exchange for his right to live in the house. My mother has moved out of the house because she had sustained several XXXX and was unable to take care of herself. She is using the money to supplement her social security income to pay for her care in a local XXXX home. On XXXX XXXX, XXXX, we received a Notice of Eviction. They sent a form for a renter to fill out describing the details of the rental arrangement, entitled, " Change in Occupant Questionnaire ''. My son sent the form back, along with the lease. The document was sent certified mail to the law firm as well as to the holder of the mortgage, XXXX XXXX. Also sent were payment receipts, initialed by my mother. We know they received it, because they signed for the certification. This indicates that Nationstar and law firm were aware of the lease, and that they were aware of Maryland state law. On XXXX XXXX, my son received a sheriff 's notice ordering him to vacate the the premises and a writ of repossession. AT NO POINT HAS MY SON BEEN CONTACTED ABOUT THE VALIDITY OF THE LEASE. REMEDY : we want the loan servicer and the law firm to honor the lease and rescind the sheriff 's order before XXXX XXXX, XXXX. XXXX XXXX
Company Response:
State: MD
Zip: 217XX
Submitted Via: Web
Date Sent: 2016-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-31
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Please see the below letter submitted to the Fl XXXX. Dear XXXX XXXX, In XXXX I filed a complaint with the CFPB ( complaint # XXXX ) detailing the above XXXX events. I received a letter from Nationstar indicating that they take these complains seriously and would research. In XXXX, I received another letter that they were still researching and needed more time, but would respond back in early XXXX. Late XXXX, when I received no additional correspondence on this matter I called the CFPB for an update was told they have received any updates either. So I decided to file another complaint but this time with the XXXX. Shortly after I sent the complaint to XXXX, I received a letter from Nationstar advising my payment was set to adjust in the XXXX of 2016 and would effectively triple from what I am currently paying. They also offered some refinance options so I called again. This time the sales rep said it is their policy that they need a credit report in order to quote pricing. I asked why and he advised so they could see all my debts. I inquired further as I was applying for a HARP loan where debts are not factored into ratios and he quickly backtracked. I told him to assume my credit score was XXXX and the LTV was 125 % or less.. He still refused to provide a rate quote so I reluctantly gave permission to pull my credit and he accessed my current loan file for the application. Rates were still much higher than my original quote ( 5 % ) so I asked him to have a supervisor call me. He said he would, but to this date, I have not received disclosures or a call back from his supervisor. XXXX XXXX I received a call from XXXX XXXX from Nationstar 's Customer Relations team in reference to my XXXX complaint. He asked a few questions and stated that the CFPB complaint was resolved. I advised that to my knowledge that it was n't as both letters received said it was still being researched. He read the letters while we were on the phone. He said I was correct and that the complaint was closed out in error by an employee who was no longer with the company. I explained what occurred to XXXX and he said he would make this right and would have a loan officer call me to take a fresh app and do what he could to honor the rate. Within an hour XXXX XXXX, a Loan Officer, called me and left a message. After a few days of playing phone-tag we connected. XXXX said he needed to take an application and view my credit. He said he could use the same report from my last call back in early XXXX. He took the app and quoted me a rate of 5 %. So I rehashed the entire story again and he said we would speak with XXXX and call me back the next day. A week went by and nothing from XXXX so I left him a message. 2 days later still nothing so I tried calling him again and this time decided to call his manager, XXXX XXXX, whose name and number were on his voicemail. I left XXXX XXXX messages a day apart and finally she called me back and left a message advising she was in training the day prior and is here to help. Since then I have left her XXXX additional messages over a XXXX week period with no return calls. On the afternoon of XXXX XXXX I decided to call XXXX back and surprisingly he answered. I let him know that XXXX and XXXX went dark and this still has not been resolved. He apologized as he said he thought it was handled. He said he would call me back the next day with a status. A few days later I still did not receive an update so I left a message for XXXX. To this date, nothing I feel like Nationstar is doing everything in their power to prevent me from refinancing using the governments HARP program. I have been very persistent with this as I understand the regulations but I am very concerned that this is also occurring to numerous other consumers dealing with Nationstar who are not as savvy with the law as I am
Company Response:
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2016-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage owes me surplus escrow from XX/XX/XXXX.They are charging me escrow in XX/XX/XXXX. I have paid my insurance for the year directly with the carrier. Attached are coverage for the years they dispute that I had insurance and copy of insurance paid.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2016-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No