Date Received: 2016-07-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar has been making mistakes in managing my escrow for almost two years. It appears that Nationstar has manipulated my escrow account- by reducing payments one year and increasing another year- in order to justify the increase in escrow payments and creating an escrow shortage. Such escrow increases are illegal in California because my expenses have not changed. For years my payments have been as follows : real estate taxes {$10000.00}, hazard insurance {$760.00}, and flood insurance {$1900.00}. I provided the latest policies to the VP of customer services. XX/XX/XXXX, Nationstar paid only {$370.00} for my hazard insurance, below the required amount. XX/XX/XXXX, Nationstar paid {$920.00}, above the required amount. Immediately after this exaggerated payment, Nationstar followed up with an increase in escrow. Nationstar 's mishandling of my escrow account has caused me significant hardship. Nationstar knew that I was struggling after the rate increase XX/XX/XXXX, when I submitted a request for loan modification, which was rejected. Nationstar knew I was struggling, and yet they manipulated my escrow account in order to force upon me another increase, in total XXXX % increase in one year, in an attempt to force me into foreclosure. This appears to be a pattern for Nationstar : for customers in trouble, after a rate hike follow up with another increase in escrow. I found many such instances on XXXX. Regarding my escrow account, I want to take over and manage my own expenses : it will be simpler and more efficient for Nationstar. Prior to Nationstar, I have been making payments to XXXX XXXX for 6 years, always on time, never missed a payment.
Company Response:
State: CA
Zip: 90803
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In May 2016 I changed insurance companies from XXXX to XXXX XXXX. My XXXX annual rate was {$4700.00} and my escrow payment for insurance was {$390.00} per month. When my renewal I had paid {$390.00} for 12 months prior and had enough money to cover payment for my annual renewal. I did not have a escrow shortage at that time. I found insurance cheaper with XXXX XXXX and my annual premium decreased to {$1300.00}. I am aware my escrow payment should be for insurance now {$110.00} per month. That is a saving for me {$280.00}. My mortgage payment should have decreased and the amount of escrow payment should have decreased too. I contacted my mortgage loan servicing company and faxed them proof of my new insurance and amount. I also paid XXXX XXXX in full entire premium {$1300.00} for one year. My mortgage company did and escrow analysis and told me I had a shortage in my escrow in the amount less the {$1300.00}. I contacted my mortgage company customer service department insurance dept and was informed that the escrow department was not notified that my premium had change. And was told that they were not going to inform escrow. Well if they do n't inform escrow then that was why I was getting a statement that I had a shortage. The Nationstar Mortgage is overcharging me and I do not have a escrow shortage. I am aware that the amount the lender is required to hold in escrow is only 2 months in reserves not 12 months in reserves. Nationstar will not adjust my escrow and mortgage payment and is in violation of the Respa servicing escrow regulations. Please assist
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear CFPB, I previously contacts you concerning my loan modification with Nationstar Loan # XXXX. I have provided all the information they have asked for in a timely manner without fail. Even though I have been previously pre approved by HUD representatives and loan officers, Nationstar continue to deny my modification for the same reasons regardless of the increase of my income. XXXX/XXXX/2016 I spoke to XXXX XXXX who told me that I was denied on the XXXX due to negative disposable income. ( I had call for an update on the XXXX of XXXX XXXX spoke to XXXX and he said that my modification was still with the underwriter for review and that I should call back the following week ). I am actually was very disappointed that the XXXX XXXX did not inform me with the accurate information about my loan modification status on the XXXX/XXXX/2016. XXXX XXXX explained to me that the guidelines they use only uses 75 % of my rental and 80 % of my income to disqualify me. ( My rental income pays the mortgages, tax and insurance expenses with {$1000.00} available after all expenses paid, but their guide lines only uses 75 % and then deduct the mortgage and tax and insurance expenses, which leaves a negative income. They also use only 80 % of my gross income instead of my full income. Later the same day, I call again and spoke to miss XXXX to confirm their calculations, she did but at the end said that I have no option with getting a modification and the only option would be a deed in lieu. I realized that she was trying to intimidate me and scared me as previously done by nationstar employees. Then she tried to justify her statements. I hope it was recorded. XXXX/XXXX/2016 XXXX XXXX called and also told me that my option is to do a deed in lieu. Previously, two plus years ago, XXXX and XXXX had given us a modification for our XXXX rentals which are bigger properties with a much larger loan balance. We were only making 25 % OF WHAT WE ARE MAKING NOW but taking all into consideration they have given us a loan modification and we have never been default or late with our payment since. Now this is our principle property and we are making 200 % more than previously stated but Nationstar is using a ridiculous guideline to calculate and disqualify my loan modification. I strongly feel that their company should be investigated thoroughly. I am wondering if it is because of my Name, interracial marriage or just racism. Again, XXXX/XXXX/2016 XXXX XXXX called and harassed me about signing the property over and that I am not qualified for a loan modification. Every day since they have told me that I was denied, when I call or they called, they say that my only option is to sign the property over to them to avoid foreclosure. XXXX XXXX and XXXX were very rude and abusive, tried very hard to break me down. Please help me resolve this matter for there are many other homeowners facing the same problems. Thank you Sincerely, XXXX
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX XXXX, 2016 a Qualified Written Request was sent to NationStar. No response to this request was ever received. This violates XXXX XXXX XXXX XXXX XXXX XXXX ) ( XXXX XXXX where a written request is required to be responded to not later than 30 days ( excluding legal public holidays, Saturdays, and Sundays ) after the receipt from any borrower of any qualified written request. A confirmation fax concurred that NationStar received the fax to XXXX. There currently is a foreclosure sale on the property for XXXX XXXX, 2016 when they have not proceeded properly with providing the factual information on the loan.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2016-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a mortgage loan with XXXX and it was sold to Nationstar. I have been making my payments late due to a cut in income monthly but I have also tried to pay my payments in the month that they are due. I have already contacted Nationstar once last year about the {$73.00} late fee every month that was added to my accounts and after months of sending emails they finally got it corrected and stated that they would have to abide by my contract with XXXX that they had purchased with the late fees stated which I believe are around XXXX to XXXX dollars. I have since emailed Nationstar again several times ( 4 ) and requested that they fix the amount that is showing past due in late fees of {$580.00} and they wrote me back and stated that the late fees would not be waived and I was due for this amount. Maybe whoever looked at the case does not realize that my contract was purchased and can not be changed but they should cause it was told in the numerous emails. I am wondering how many other customer 's are they charging this outrageous late fee to their accounts when in fact they can not be charging it. Can you please help me get this situation corrected where I do not have to deal with the numerous emails every month and to make sure this amount is not reflecting as a past due status on my credit report. Thanks in advance
Company Response:
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: After I filed my last CFPB complaint my servicer, Nationstar, finally informed me of the reason they were not accepting my XXXX previous submittals of profit and loss documents which was delaying my loan modification review. I sent in the new documments for review on XX/XX/XXXX but Nationstar will not verify they have received my documents. While this review process was taking place over the past year Nationstar and their Law Firm of XXXX, XXXX, XXXX XXXX have set XXXX sell dates on my property on two separate occasions. This has caused me to hire a lawyer to get the sale narrowly avoided on both occasions while my review is taking place. Furthermore my property was for sale at the time and all interested buyers pulled out once they saw the property may go to auction. It is my understanding properties under review are not supposed to have to fight foreclosure at the same time but this has happened twice now. Now Nationstar states I must wait for a call from the law firm XXXX to be informed of any more delays and or if they have even received my updated documents sent in on XX/XX/XXXX. I have been told this before but never received a call from this law firm just foreclosure actions. Bottom line is I am doing everything I can to file proper and timely documents for a loan modification review and in reality my documents keep expiring with Nationstar 's lack of communication and Nationstar keeps filing for foreclsure on my property with the XXXX County court system which is in direct violation of their own stated policy of not foreclosing on properties under review.
Company Response:
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2016-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After filing Chapter XXXX in XXXX XXXX my mortgage lender shut off internet access to my account online. They also stopped sending monthly statements. I want to know why they say they do not have to provide me with monthly statements while in chapter XXXX. My understanding is a law was passed in XX/XX/XXXX prohibiting banks/mortgage lenders from doing this when there are issues with the account. Please note I pay my mortgage directly to the lender ... it does not go through my chapter XXXX trustee.
Company Response:
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: ON XX/XX/XXXX, my mortgage payment increased from {$4200.00} to {$8800.00}. I can not afford the increased payment amount. I applied for a loan modification the first week of XXXX 2016 ' and was informed that I was declined due to, '' negative disposable income. '' I have made my mortgage payments in the time agreed since I have been assigned to Nation Star. It is clear they are once again attempting to take my home. They sent me two different payment amounts for months ( see attached. ) Years ago when the loan was first modified they knew I would be unable to make a payment that would double. IT WAS A CLEAR SET-UP FOR FORECLOSE. I made the agreed upon monthly payments until this month. Additionally, on XX/XX/2016, I was informed that my loan had been in underwriting since XX/XX/2016. However, I did n't apply for a modification until XX/XX/2016 '. Also, they randomly took over my home insurance as if they already knew I would be declined. My current FICO score is XXXX. This episode is scheduled to surely destabilize me and possibly leave me homeless. PLEASE HELP.
Company Response:
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XX/XX/XXXX and again XX/XX/XXXX I received a Notice of Default on a property that I own in Washington State. No action was taken by Nation Star ( the lien holder ) at that time, just the notices. XX/XX/XXXX I called Nation Star to see if they would consider a deed in lieu and began working with one of their employees named XXXX XXXX. By XX/XX/XXXX it was decided by Nation Star that they would not move forward with the deed in lieu because of site issues with the property. I then started working with the short sale department with Nation Star. I had a buyer and a back up buyer on board at that time. Nation Stars policy regarding short sales, I was told then and just again today ( XXXX/XXXX/XXXX ) is to hold an auction. There were XXXX auctions from XX/XX/XXXX through XXXX XXXX without a bid on the house. I was told by Nation Star that they would put the house up one more time before XX/XX/XXXX and if no buyer was found then they would proceed with the foreclosure. So my real estate agent and the buyer walked away from the deal. In XXXX of XXXX I was contacted by Nation Star to see if I would consider another short sale agreement and I said that I did n't think that my real estate agent would agree nor the buyer if another auction would be a part of the short sale process again. They told me that since the Notice of Trustee Sale was to be held in XX/XX/XXXX they probably would n't move forward with an auction, so I called my real estate agent and she called the buyer and we began again the short sale process. As of today, XXXX XXXX, XXXX, Nation Star wants to proceed with another auction on the property. I had requested in writing that they bypass the auction and either proceed with the short sale or go to foreclosure. I was told that they would consider what they wanted to do and would contact us through their equator program. Have n't heard a word from the equator XXXX XXXX with Nation Star. That request to bypass the auction process was delivered over a week ago.
Company Response:
State: CA
Zip: 95204
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar needs to correct my credit report from late payments to short sale that was completed on XXXX XXXX, 2015. This is for XXXX loans what had with them.
Company Response:
State: VA
Zip: 22182
Submitted Via: Web
Date Sent: 2016-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes