Date Received: 2016-06-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I sent all my information to them. Then started trying to get a hold of XXXX XXXX Specialist. Like any normal person I would like to deal with one person who knows my case and knows what is going on. I left 7 messages and it took 3 weeks for her to leave me call me back to leave me a message to say call back and press XXXX to talk to the next representative that will help you. What kind of customer service is this. The assign a specialist to help me she never answers her phone and the pushes me off on others. So I call back to get another machine leave another message and thank her for her help let her know XXXX press call back and press XXXX but I am not happy. I call them back to find out they need me to refill out a form for my roommate, but the customer service tells me they will not except a letter from her saying that she lives with me or receipts saying she helps me with the house payment so I ca n't use her. She then ends with are you happy with this call. I tell her know so she puts someone else on the phone. I explain I have a roommate and she pays me XXXX that goes directly to the loan when she has it. He says oh it is not a problem we have a form she can fill out and she just has to send in her last years taxes and 2 weeks worth of check stubs this was a 45 min phone call to get this information. Then he emailed me nothing this was a Friday and Monday was a XXXX so I had to wait to contact them again. I told them to mail them to me this way I know I would get it. They do n't just email to your email you have to sign into some kind of email of theirs and then look for the documents they send and hope they do it correctly. I just want the paperwork not the hassle. How come I have to argue for so long with one person telling me no we ca n't do that to find out they can. I had the one person who knew what was going on at all times and could help me this would of all been do in XXXX before my house even went into foreclosure and I still have not received paperwork that my house is in foreclosure. No paper work on for-closer. Only an answering machine for XXXX XXXX out of the 10 to 12 messages I left some lady returned one call she said she was XXXX but was she? Or is that just a scam for you to call a number so you can dial XXXX for an customer service rep that deals with foreclosure? You try XXXX XXXX They told me I would get my paper work in 2 days its going on 4 days. They said all document are received in two days that it will not take any long. I made sure to ask so I got them before the weekend so the girl that lives with me could get all her stuff out on sat. that will not happen now because they lied again. Know I have to try the email way again. They say they hold partial payments that is not true. They have never excepted partial payment except for XXXX time it was a XXXX that was to go with the XXXX. I owed XXXX as a payment for XXXX. We kept trying to get them the XXXX my friend was trying to pay it. First she used her tax card she spent over an hour on the phone with them. To find out they would n't except it. Then she had to get a cashier check got it mailed out but had the wrong zip. So got me a new on XXXX XXXX I called Nation Star they said it was fine as long as they got it by the XXXX. As you can see they got it by the XXXX. That made me XXXX payments behind. Which was not do till the XXXX as you can see on my statement. I should of never went into foreclosure. I was calling communicating, and trying to make that payment since the XXXX of XXXX. Just like right know called to get forms emailed and told her about my forms not being her yet. The customer service lady just told me that I will not get them for XXXX to 7 days when I was told I would have them in to because all documents are delivered in XXXX. Then I had to argue for 10 min with her to get the correct forms she said she could n't see I needed them
Company Response:
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-03
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Nationstar has not provide correct information about my account since the first transact XXXX 2013. They opened a new account XXXX 2013. I was not provide a payment schedule, coupon book. I have faced tremendous loss since XXXX 2013.
Company Response:
State: CA
Zip: 95008
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has returned the last payment made to them on XXXX XXXX, 2016 in the amount of {$630.00} - indicated as 'unapplied funds in suspense account for an extended period of time '. Yesterday, XXXX XXXX, 2016, I was in receipt of XXXX mailings delivered via XXXX mail to my residence from Nationstar Mortgage which included correspondence and checks. The checks ( dated XXXX XXXX, 2016 ), according to Nationstar are " Returning Funds - Aged Suspense '' and are listed as follows : 1 ) {$180.00} ( Check # XXXX ) ; 2 ) {$180.00} ( Check # XXXX ) ; 3 ) {$180.00} ( Check # XXXX ) ; 4 ) {$85.00} ( Check # XXXX ). Two days prior XXXX XXXX XXXX, 2016 ), an unnamed representative from Nationstar called twice via telephone at XXXX XXXX and XXXX XXXX respectively from XXXX to indicate Nationstar would be sending back all payments submitted and mailed in to them because it was a requirement to pay the entire balance. The XXXX checks that add up to the sum of {$630.00} do not constitute all payments that have been made to Nationstar. This is apparently a return of the {$630.00} ( Ref # XXXX ) delivered to Nationstar via my online Bill Pay on XXXX XXXX, 2016. The sum of the payments that Nationstar did not send monthly statements, return nor decrement from my account which were also paid via Bill Pay is {$5300.00}. As of my XXXX 2016 statement, there was a principal balance of {$280.00} and a Property inspection fee of {$7900.00} which was scheduled to be paid at maturity in XXXX 2016. When the {$280.00} was sent via Bill Pay in XXXX 2016, Nationstar Mortgage applied it toward the Property Inspection fee, leaving a balance of Principal Balance - {$280.00} and Property Inspection fee - {$7600.00} ( last statement reflected a different and erroneous Property inspection fee of {$7700.00} ). The last statement ( dated XXXX XXXX, 2016 ) also reflected an amount due ( - {$3100.00} ). The mathematics applied at Nationstar appears to be from a different planet and the aforementioned correspondence XXXX XXXX XXXX, 2016 ) has a 'total required to bring this account current is {$9200.00} ' ( Nationstar is constantly changing the value owed - the amount is constant ( {$7900.00} - {$280.00} + {$280.00} ) and their records from the previous servicer reflects/verifies what I am stating ). Nationstar is in violation of the following mortgage servicing rules as established by the Consumer Financial Protection Bureau ( CFPB ) : 1 ) mortgagor did not receive Periodic Billing Statements ; 2 ) Servicer did not promptly credit periodic payments from borrower as of the day of receipt ; 3 ) Servicer erroneously attempted " bullying '' borrower into modifying a loan that was not delinquent nor was there trouble paying ( Principal Balance {$280.00} ) ; 4 ) Payments were held unjustifiably in a Suspense Account ; 5 ) Servicer did not pay property taxes due XXXX XXXX, 2016 - borrower paid on XXXX XXXX, 2016 after speaking with representative at Tax Collector 's office who indicated the {$660.00} had not been paid ; 6 ) Servicer is applying late fees when payments are not late ; 7 ) Servicer is dual tracking unjustifiably - attempting to force borrower into modification by not accepting payments. Nationstar Mortgage is trying to foreclose on my home when I have consistently paid what is owed - full payment is not due until maturity XXXX 2016. My money should never have been returned to me! This is not a situation that requires an attorney when it is quite clear that Nationstar is in violation of CFPB rules and regulations and other state/federal laws. Please help to SAVE MY HOME that I have owned for nearly thirty years. Will all American homeowners be in jeopardy of not getting their 'RECONVEYANCE ' once the loan has been paid in full?
Company Response:
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To Whom It May Concern : The reason for me writing is to seek your assistance with my mortgage company with the modification of my mortgage loan ; and to restricted them from dual tracking proceeding with the foreclosure while my loss mitigation application is pending. Respectfully, XXXX XXXX
Company Response:
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear Consumer Financial Protection, I am writing and lodging this formal complaint over what I believe is my mortgage company, Nationstar Mortgage Company ( " Nationstar '' ) deplorable and likely illegal conduct in refusing my monthly mortgage payment ( as will be detailed below ) to create a situation that allows them to foreclose upon my house even though I can make my payments. By way of background, I had been speaking with Nationstar on regular basis in regards to my account. In XXXX XXXX I was instructed by Nationstar to make a payment through XXXX XXXX XXXX XXXX for XXXX, XXXX. I made the payment on XXXX XXXX, XXXX which covered the month of XXXX. I called Nationstar and informed them that the payment was made ( keep in mind I was only a month behind in my payments ). At that time Nationstar instructed me to make XXXX payments in XXXX which would have brought me current. XXXX XXXX, XXXX I went to the XXXX XXXX to make a payment I only had the money for XXXX 's payment, Nationastar would not accept the funds, and then they ( Nationstar ) returned the payment I had made in XXXX. So now not only am I calling everyone including XXXX to get answers and explaining if Nationstar just have accepted the payment I would not be in this predicament today owing over eight thousand dollars. Nationstar has made this situation worse than it was. Also, Nationstar has stated that I owe for the month of XXXX I have sent them several copies of my payment, and they refuse to note that to my account. Today I am facing all types of mortgageproblems. Nationstar is refusing to assist me stating that they have given me XXXX modifications. The only modification I can say I agreed with was in XXXX after a terrible divorce. I was unemployed in XXXX XXXX until XXXX XXXX. XXXX XXXX I went to the hospital XXXX which caused to some hardship in mortgage payments. But, never did Nationstar assist me with XXXX modifications. It is clear that Nationstar is aware that I have a good deal of equity in my house ; that is why I believe ( as does my attorney ) that Nationstar is being so aggressive in creating this situation and why, over a relatively small sum ( now about XXXX mortgage payments ) they are refusing to work with me. As an aside, even though my finances are tight, Nationstar 's conduct has resulted in my having to retain a law firm who has experience in obtaining loan modifications in Maryland. He too shares my view of Nationstar- please compel them to explain their actions and also to allow me to have my attorney submit my full loan modification package, which is all together and ready to go but Nationstar refuses to review.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-01
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am trying to buy a short sale property at XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX. We have gone through the entire process of sending paperwork etc, to the servicor Nationstar on behalf of the XXXX. Nationsatr is telling us that the investor, XXXX, who had the house appraised twice, once in XXXX XXXX and now again XXXX of XXXX. The XXXX appraisal had no requiremtns to fix the home the second has {$15000.00} worth of repairs, that MUST be performed by the seller. The seller is NOT in a position to fix anything, so I offered, as long as the investor will definitely sell it to me. That can not be unaccomplished, according to Nationstar. I am buying this home on a short sale, " as-is '', I will do the repairs when I live there, like anyone else buying a short sale, unless it is required for the CO, which it is not.
Company Response:
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To Whom It May Concern, I have been dealing with Nationstar Mortgage LLC, hereinafter referred to as Nationstar, for nearly four years. To the best of my recollection, I do not believe they have been honest with me in regards to my debt obligation. Since XXXX, I have been trying to get them to disclose to me who the beneficiary of my debt is. I have sent them Qualified Written Requests, searched XXXX records, and ordered a securitization audit. All of the information I have received does not match up to the limited information I have received from Nationstar in the past three years. In XXXX of XXXX, I sent Nationstar a Qualified Written Requests. In a letter dated XXXX XXXX, XXXX, Nationstar responded to my request and provided me with who their records indicate owns my debt obligation. Armed with this information, I did some research and searched the XXXX records. I found no documents, particularly an Assignment of Note or Deed of Trust, that indicated that XXXX Bank XXXX XXXX as Trustee for the XXXX XXXX was the owner of my debt obligation as Nationstar had indicated. The only document I found was an Assignment of Deed of Trust that named Nationstar as the beneficiary of my debt obligation. After learning this information, I had a certified XXXX specialist perform a securitization audit on my debt obligation. The information this report disclosed, did not match up with the information that was provided to me by Nationstar. I have tried to make several attempts to work out something with Nationstar in an effort to save my home to no avail. For years and time and time again, they have played around with my information and have repeatedly denied me for a loan modification. Throughout all of this time, I have learned that they actually have no ownership or beneficial interest in my debt obligation and are without authority to even offer me a loan modification. Based on the above referenced information, I exercised my right to rescind my loan. On XXXX XXXX, XXXX, I mailed to Nationstar a Notice to Rescind. Under the Federal Truth In Lending Act, hereinafter TILA, a lender/creditor has twenty days to take mandatory steps or to challenge my right to rescind. Nationstar failed to take any steps required under TILA. Nationstar has violated TILA is numerous ways, including the requirement under Section 131 ( g ) of TILA which provides that an assignee of a debt must give notice within 30 days of being assigned a debt obligation. This added section of TILA extended my rescission rights in. Not only did Nationstar fail to take the mandatory steps under TILA within the mandatory statutory twenty day period, they failed to give me a XXXX Notice regarding the assignment of my debt obligation within the specified amount of time allowed by law. Nationstar is in violation of federal law and is without authority to attempt to foreclose on my home on XXXX XXXX, XXXX because the debt obligation is now null and void by operation of law. I am filing this Complaint because I believe it is necessary for me to take all necessary steps available to me to save my home. I believe it is necessary to report this violation committed by Nationstar to any and all authorities. It appears that even with a cease and desist order, Nationstar continues with their blatant disregard for the law and their failure to properly disclose information pursuant to TILA. I am requesting that the CFPB open a full investigation on these violations committed by Nationstar and take the appropriate and necessary action against them to prevent them from continuing this type of behavior. Until this matter is resolved, I believe Nationstar should cease and desist with any foreclosure activity pending on my home. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2016-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-02
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Nationstar is attempting to collect a debt that has a XXXX balance. They are misrepresenting this debt on my credit reports.
Company Response:
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2016-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX my husband was killed in the military, leaving our daughter and I, I used his life insurance to buy a house for us. I was the victim of predatory lending, the company that did my mortgage is under federal indictment and all the people doing loans there are in jail. They forged my signature on documents and lied about me having a job and the rates and terms i agreed to changed on the final documents. in XXXX my daughter was XXXX and I had to close down XXXX that I had opened the previous year and lost all my investment. The mortgage company at the time : XXXX, illegally foreclosed on me and I got a judgement in my favor. I then applied for a modification and kept getting denied for lack of paperwork. Finally I had all the paperwork right and they sold the loan to XXXX. Went through the whole process with XXXX for literally years. Constantly having an issue with something in my loan modification packet. Finally got it all done and it went to the underwriters and a couple of weeks later they told me " it all looks good, just doing some final package information '' then they sold my loan to Nationstar. In the mean time I am not allowed to make payment and fees and late charges etc. are over {$100000.00}. My original loan amount was {$630000.00} and now my statement is saying my original loan amount is {$700000.00}. Nationstar makes me go through the whole process again, I keep having paperwork issues, they have XXXX different files on me and my paperwork was n't being sent to XXXX, so they could never find it all. I have requested my phone and e-mail to receive a copy of all the fees and charges on my loan and a copy of the original deed and they have all said, yes they will send it and I have never received anything.. as of today, I have been denied a modification again, based on income and they did n't have my income correct when I asked, they say I owe {$400000.00} on top of my {$700000.00} which was originally {$630000.00}. Without being able to afford a lawyer, I have no way to get them to give me the information I need and no way to hold the Banks and the lender accountable. This is the only home my daughter has lived in and she needs consistency, my only financial security was my investment in this house and took all of my husbands life insurance.
Company Response:
State: CA
Zip: 92024
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/2015 our mortgage was sold by XXXX XXXX XXXX to Nationstar Mortgage of XXXX, TX. This past year has had no issue with the servicing of the loan. As of XX/XX/XXXX Nationstar advised they were raising our Escrow by {$310.00} due their analysis of what was required for Insurance and taxes. Our Insurance did not change and the taxes went up less than {$200.00} a year. The increase of this amount is not appropriate nor justified from State and County records of such tax increases. This all occurred after 6 months of first class mail and XXXX delivery in an attempt to get us to refinance. We do not understand with hours spent on the phone with Nationstar, they can not justify the numbers for this increase. They continually use the terms, ( we recommend ) and ( we suggest ). When they quoted Federal Law requiring this increase we asked for a copy and they will not provide this regulatort information they quote as the reason for these increases.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2016-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No