Date Received: 2016-07-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has told me 3 times over the phone that they would reverse a late fee charged to my account back in XXXX. Last XXXX, I was hit with a {$64.00} late fee because my electronic payment from my bank was delayed XXXX day due to a holiday weekend. Nationstar applied the additional principal I pay on my mortgage each month to the late fee until it was paid in full. I told Nationstar it was not fair to charge me a late fee because the bank was closed on a holiday. They told me in XXXX it would be reversed ( This was my first late payment since the account was opened in XXXX of 2013. My payments were all auto payments from my bank from the beginning. ) and as of today they have done nothing to reverse the charge. They keep stringing me along whenever I call or e-mail about the fee reversal I was told would be done telling me that they are reviewing the issue and will give me an answer the next month and they do n't.
Company Response:
State: CA
Zip: 92612
Submitted Via: Web
Date Sent: 2016-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has kept my excess escrow from 2015. They still are charging my account an escrow fee even though I 've paid the taxes and insurance directly.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2016-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear CFPB cfpb - Case number : XXXX is to combined with THIS case as you required extra information, being that there is NO place online to add the extra information required, I find it prudent to resubmit in full. I spoke with customer service who advised me to go online and add what is required, as this is NOT possible, I will fix the problem by resubmitting. Thank you for your understanding in this matter. NOTICE OF NON-COMPLIANCE / VIOLATIONS OF THE WASHINGTON DEED OF TRUST ACT FORECLOSURE FAIRNESS ACT AND THE CONSUMER PROTECTION ACT. COMES NOW, XXXX XXXX XXXX and XXXX XXXX XXXX, ( Hereinafter referred to as " Homeowners '' ), to file this NOTICE OF NON-COMPLIANCE I VIOLATIONS OF THE WASHINGTON DEED OF TRUST ACT ( DTA ) THE FORECLOSURE FAIRNESS ACT ( FFA ) AND THE CONSUMER PROTECTION ACT ( CPA ) including but not limited to, in order to set aside Homeowners ' Deed Of Trust ( DOT ) for fatal defect, and subsequent erroneous filings by pretender Lenders and the Loan Modification in this matter as follows :
Company Response:
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2016-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar LN XXXX XXXX XXXX CA XXXX This is a HAFA short started XXXX/XXXX/16 with Nationstar. Nationstar set it up in their auction system and the auction was completed on XXXX/XXXX/16. On XXXX we were finally told that the current offer we have in place ( that was submitted at the beginning of XXXX ) had 'won ' the auction. We got the required addendum and HUD in to the negotiator the NEXT DAY - XXXX/XXXX/16. It is 2 weeks later and we have been waiting on an approval letter since then. On XXXX/XXXX/16 the negotiator said they had to fix some internal valuation document. Now, today, he is refusing to work on the file or even review it to see if they have finally have everything they need to issue the approval letter that should have been started on XXXX/XXXX/16. Nationstar at this point is outside of Treasury HAFA guidelines by more than 60 days. Today we get a snarky email from the negotiator stating basically he has other work to do and he will get to it when he gets to it and we can shut up. This is unacceptable. Treasury Guidelines state there must be a decision within 30 days. Nationstar continues to make up excuses to further defraud their investor - likely they are mad they are n't getting the 5 % Buyers Premium from their fake and fraudulent " auction '' program thru XXXX - which they have recently changed names to XXXX.
Company Response:
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2016-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-13
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My name is XXXX XXXX I have been in arrears with my mortgage for 22 months. I have also been applying for a modification for 2 years. Nationstar Mortgage gave me such a run around after one year and a half they finally approved it. I was sent paperwork to sign and return. Problem is they added an additional {$76000.00} to my loan this they refer to as " New Money '' according to them this is charges, taxes, interest and fees problem is that I have been calling them for approximately 2 weeks requesting a complete break down of this " new money '' and I have not received it. Can someone please help me, please. I have to sign soon or I will loose modification and loose my home.
Company Response:
State: NJ
Zip: 08861
Submitted Via: Web
Date Sent: 2016-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: NationStar Mortgage Company has continued to inaccurately process payments to my mortgage account over a period of time. I have exhausted myself calling and reviewing the account with several different agents and to no resolve. On XXXX XXXX, XXXX I spoke with a supervisor regarding the matter because I was promised a refund check due to an escrow overage. He stated the first agent did not process the request accurately, and he was mailing it today and assured me by giving me a tracking number of an arrival date : XXXX XXXX, XXXX. Today is XXXX XXXX, XXXX and I have an agent from Nationstar on the phone-line via USA ( UNITED STATES OF AMERICA ), whom stated it never happened! At no time did I request Nationstar Mortgage to wright and void a check in my name, virtually returning the funds back into the escrow account. This matter goes further back to XXXX of XXXX, a payment in the amount of XXXX was received by Nationstar, on my behalf. I requested them to apply to mortgage six months out, so I would have no mortgage payments until XXXX XXXX. Upon agreeing to these terms and conditions, they removed my six month options and demanded payment on XXXX XXXX, XXXX. Furthermore, after back and forth with their representatives to correct the problem I paid the mortgages late for XXXX XXXX and XXXX XXXX. This is a shame!
Company Response:
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2016-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been trying to secure a loan modification with Nationstar Mortgage for several years now. I was the trustee to my mothers estate when we began working with Nationstar after my mother 's passing Nationstar has refused to speak with me as they do not acknowledge that I am the sole person in charge of her Estate I have forwarded all documents to prove who I am, this has caused major problems and I am now in danger of foreclosure. I am including a letter I sent to Nationstar. XXXX XXXX, 2016 To : Nationstar Mortgage LLC XXXX XXXX Director, CEO XXXX XXXX XXXX President, CEO XXXX XXXX XXXX , CRS XXXX XXXX XXXX , SPOC XXXX XXXX , SPOC XXXX XXXX XXXX XXXX XXXX XXXX , Supervisor Loan Modification Department XXXX . XXXX XXXX, XXXX, Tx. XXXX Re : Loan # XXXX -XXXX XXXX XXXX - Your reply to my XXXX Complaint and your abusive non performance. " In the Estate of XXXX '' XXXX XXXX XXXX XXXX Dear XXXX XXXX XXXX : We received a reply to the XXXX appeal that we filed from XXXX XXXX XXXX at Nationstar Mortgage XXXX XXXX, XXXX, TX - phone number XXXX dated XXXX XXXX, 2016. XXXX XXXX stated that we could contact him with questions regarding proceeding with our loan modification request and suspension of the scheduled illegal foreclosure of my home. The decline letter dated XXXX XXXX, 2016 has a number of decline reasons that are incorrect. It seems that our file information may have been mixed up with another file at Nationstar. We HAVE BEEN SAYING THIS FOR GOING ON THREE MONTHS NOW AND NO ONE WILL TALK TO US. I called XXXX XXXX today and got the message that HE IS NO LONGER WITH NATIONSTAR AND TO CALL XXXX. I called that number and it answered " XXXX HOSPITAL ''! I am not being treated with " good faith '', " professionalism '' at this time and I protest! Please IMMEDIATELY STOP BLOCKING my communication with your staff so that I may have a problem solving conversation to approve my loan modification with a Vice President who understands your policy and will not be fired. Respectfully, XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94523
Submitted Via: Web
Date Sent: 2016-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-11
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Keeps calling my personal cell phone, but when I answer they hang up on me. I called back and it 's Nationstar attempting to collect a debt or loan, however, I have no account with them nor do I have anything negative going on financially. She asked me for my social security number and I refused. She then asked for the last XXXX digits and zip code so I gave her that. She said my account was invalid and to provide the proper info. I told her I have no account which is why I am calling and asked her to remove my number from the call list. She said she ca n't do that until she pulls up my account. I asked to speak to a supervisor numerous times and that I do not have an account and she just kept saying the information I gave her was invalid then she hung up on me.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2016-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After my mortgage was sold to Nationstar, I have had nothing but trouble dealing with them. Payments are sent automatically from my bank every two weeks which exceed the minimum due. Nationstar is not applying the payments to my account and is now charging late fees despite having received full payments. Nationstar responded to a previous complaint through this department, admitting they are receiving regular, timely payments. Nationstar refuses to comply with the law concerning changing the repayment terms when they purchased my account. On top of this, Nationstar calls my cell phone with a robodialer multiple times per day. They have previously settled a class action lawsuit over this practice, but continue it with new customers.
Company Response:
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2016-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX 2015 I started a loan modification process with Nationstar. Over the next few months I was never able to upload docs through their online portal. I started sending documents via e-mail. Over time they would ask for updated documents. They started asking for the same documents I already sent. This went on for a while and it started to look like they were not receiving the documents I was sending over and over. After a while I gave up sending documents via email and started faxing them but they were still telling me nothing was received. About 3 months into this process I was XXXX and spent 4 days in the hospital. This accident aggravated an already XXXX and I am having XXXX separate XXXX in the next 6 months. At one point one of the representatives told me " it looks like your updated documents were being thrown away thinking they were duplicates. Additionally they continued using a PO Box address that was closed 3 years ago. They said they sent me a letter of denial due to unreceived documents. They in fact had all documents requested. I never received a letter of denial and never got any notifications in the notification area on the internet portal. I had conversations over the phone and they never mentioned a letter of denial. They never notified me for lifting the foreclosure postponement I found out about the foreclosure postponement being lifted 30 minutes before the sale. I never got the chance to finish a loan modification because of nationstar 's ineptness. I have over 140 emails demonstrating this fact. By doing this they have denied my children an education and denied me any security in my older age.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2016-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No