Date Received: 2016-05-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has once more failed to administrate my loans with any competence and it 's beginning to feel like I have been singled out, perhaps because I have already filed complaints. It definitely feels like discrimination. I have XXXX loans with Nationstar Mortgage that XXXX have current complaints filed and now I have the following information from my insurance agency that Nationstar paid the insurance on my primary home # XXXX correctly in the amount of {$770.00} however on my investment property # XXXX they also paid {$770.00} for a premuium rrather than the correct amount due for that policy of {$310.00} and mailed XXXX check to the for the total to the insurance company. When contacted they informed me that I would be responsible to pay the correct amount and to obtain a refund from the insurance company. Since they have the money for the insurance that I have been paying, it is incredible that they expect me to come out of pocket with additional funds when they know they have already drained my savings by not notifying me of an increase in the amount of both payments for several months, then billing me a large lump sum last month and effectively ruining my credit. The next step will be that Nationstar will no doubt be billing me for a shortage that they. created in the escrow account on # XXXX. No other lender has ever bungled my accounts in such a manner and I find it hard to believe that this is not deliberate and effective retribution for filing complaints. Following is the email from my insurance agent stating that Nationstar would not correct the issue. XXXX XXXX sent out a cancel notice for non-pay on " XXXX XXXX XXXX XXXX '' ; policy # XXXX. I called NationStar on Monday to find out if they have sent payment yet. They said they did and the check cleared on XXXX/XXXX/16. I requested a copy of the disbursement voucher as well as a XXXXCancelled check. Just got that this morning. NationStar is also the mortgagee on " XXXX XXXX XXXX ''. XXXX policies have effective dates of XXXX/XXXX/16 And XXXX sent separate bills for XXXX. NationStar paid XXXX but on the voucher which I have attached they listed The policy number the same and paid {$770.00} for XXXX. " XXXX XXXX XXXX '' premium amount is {$310.00}. When XXXX received the check they thought they were both for the XXXX address. XXXX applied XXXX to that property and then refunded you the overage. NationStar will not pay again on the XXXX property so I need to collect {$310.00} from you. Policy is in cancel status so please send as soon as possible. You will have a shortage on your Escrow account for XXXX because of NationStar 's mistake. Call me if you have any questions. XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX ( XXXX ) XXXX Office ( XXXX ) XXXX XXXX Fax
Company Response:
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2016-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have a mortgage with Nationstar that expires XXXX XXXX, XXXX. The loan originated with XXXX XXXX XXXX and is a conventional fixed rate simple interest loan. Nationstar is claiming that we have a balloon payment of approximately {$13000.00} due on the loan. I filed an earlier complaint # XXXX that contained the loan agreement and the modified loan agreement. In order to resolve this issue, it is important that Nationstar provide a complete payment application history all the way back to XXXX XXXX. I personally requested this payment history, and Nationstar said they would be providing it to CFPB by XXXX XXXX which I thought was in relation to the earlier complaint. However, since that complaint has been closed, I am officially requesting that information in this complaint.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This property has sat unoccupied and without maintenance by the Owner/Property Manager for over two years. The Association has had to take over landscape maintenance and spend countless hours trying to contact the property manager asking them to maintain the property to little/no avail. The Association has incurred a staggering dollar amount of fees as the result of the lack of maintenance on this property which likely we will not recoup. Surrounding properties have filed multiple complaints with us as well as the property management company. Surrounding property owners have also stated that the lack of upkeep of this property has negatively impacted the value of their property.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2016-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hi my name is XXXX XXXX I have a loan with NationStar # XXXX property XXXX XXXX XXXX XXXX XXXX, CA XXXX I have been trying to avoid foreclosure by requesting a loan modification form my lender, i believe i am a victim of predatory lending and my lender is engaging in violations of the Home Owners Bill Of Rights such as dual tracking. they have refused to work with us to obtain an affordable mortgage payments.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2016-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm filing a complaint against Nationstar Mortgage ( NSM ) for a number of erroneous actions which have forced my home into foreclosure. These egregious actions were imposed onto my loan and NSM, has done absolutely nothing to make a mends since XX/XX/XXXX. In fact my loan has been forced into a series of modifications due to the original error on behalf of NSM and I 've been forced to do the best I can to pick up the pieces and position my loan back on track.My home was purchased with XXXX XXXX XXXX, on XXXX XXXX, XXXX, with an FHA funded loan, in the amount of XXXX. My taxes and insurance were all included in the monthly payments ; so as long as my payments were being made the responsibilities of tax and hazard insurance disbursements were the responsibility of my custodial mortgage servicer. My policy from XXXX Policy # XXXX, carried an annual premium amount which I was grandfathered into the amount of {$960.00}, at the time of purchase of my home, Effective XXXX XXXX, XXXX through XX/XX/XXXX.In fact, NSM was first notified of the policy due date the preceding XXXX XXXX, XXXX and I faxed them a copy then as well.I had no issues making my mortgage payments until my loan transferred to NSM after the first year. My problem began when I received a notice from my insurance carrier that my renewal payment was being request from ASI. See exhibit " A '' for my declaration page and the renewal notice which was sent to both myself and NSM. ( See Exhibit A ) In fact, I contacted NSM with my first notice and spoke with someone in the escrow department XX/XX/XXXX, to be sure this matter was being handled efficiently, especially since I had only recently purchased this home for my family and being a first time buyer in did n't want any issues. Although I was not XXXX about everything surrounding managing a mortgage, I did understand enough to know that all of my escrow was included in my monthly payments. I spoke with a woman which assured me that a check was being disbursed immediately and that I need not worry. I was comforted knowing that I had made the necessary calls to NSM to avoid any disasters with my first home buying experience. Unfortunately, my due diligence was not enough with this situation because XX/XX/XXXX I contacted XXXX, to make sure that the insurance payment had been received and I was advised that it had not! I immediately called back to NSM escrow department and emphatically demanded that someone make a mends to this situation, because XXXX had informed me the policy would lapse and be cancelled, if payment was not made by XXXX XXXX, XXXX. I called four separate times again to NSM and was told that 7 payments were overnighted to XXXX and all 7 were returned.When I called XXXX, to inquire as to why they were not accepting payments from NSM, they advised me that all XXXX payments had been made after XXXX XXXX, XXXX and the policy automatically was cancelled. Needless to say they could no longer offer me the same rate if they reinstated the policy. I was completely devastated at this point because XXXX, stated that they could not offer me the same rate and nowhere near close to the premium of {$960.00} which I had started with in XX/XX/XXXX, at time of purchase. I fought tooth and nail with NSM and ASI to correct this mistake and no one from either XXXX or NSM gave XXXX hoots about what had occurred. XXXX had failed to make timely disbursements to my hazard insurance carrier XXXX, and my policy cancelled along with the lowest annual cost of {$960.00}. XXXX, then force placed my loan into a policy which carried an amount of {$5400.00} annually.
Company Response:
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I Was In A Chapter XXXX Bankruptcy When Nationstar Purchased My Mortgage. Nationstar Failed To File The Proper Doc. With The Court So The Court Held Their Monies For 10 Month Until The Docs. Were Filed. At Such Time The Monies Were Released And Nationstar Was Paid Current. Upon Exiting Bankruptcy Nationstar Informed Me I Was 10 Months Behind. I Obtained Court Docs. And Bank Statements Proving All Payments Were Made. They Still Said I Was Behind And Proceded With Forclosure Till I Signed A Loan Mod. Which Was 40 yr. I Only Owed 15 yrs To Start With.
Company Response:
State: PA
Zip: 153XX
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed a complaint requesting the itemization of a deferred non-interest bearing balance on a loan from Nationstar mortgage. The response provided did not itemize the amount in question of {$58000.00}, rather the response actually said that the amount I thought had to be paid back after the 40 years is actually a principal forgiveness. On all of my statements there is a non-interest bearing balance where I have to pay this back. I called Nationstar on XX/XX/XXXX and I was on hold a few times throughout the 30 minute conversation which finally resulted in the rep telling me I see the letter that says principal forgiveness, we are confused and need to investigate and we will get back to you within a day. This company is confusing customers with their language and themselves as well. If the rep understood the agreement as actual forgiveness why do my modification papers say it is deferred and has to be paid back if I sell or transfer property. This is a distress to homeowners and an unfair practice, again this property is nowhere near being worth {$190000.00} in the crime ridden englewood neighborhood.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: This complaint is based on Nationstar 's ( NSTR ) letter of XXXX XXXX, XXXX, XXXX to the Office of California Attorney General. NSTR claims that my file was evaluated under the DOJ Program ( DOJ/HMS ), and resulted in a negative NPV. This is a false statement and is their justification for decline. Therefore we are requesting validation under DOJ of the NPV performed by NSTR. NSTR response continues to provide no viable explanations or investigation into facts which have been presented to them. It also confirms NSTR incorrect conclusion, alleging they performed an NPV test under DOJ when clearly the decline is based on a MHA/HAMP review. In this reply NSTR also confirms that, " Nationstar only facilitated documentation creation for the DOJ program and an actual calculation of the data was run by the prior servicer, the previously enclosed DOJ letter of declination, dated XXXX XXXX, XXXX, provides the inputs used in the review. " This further confirms NSTR lack of any investigation into facts, their negligent reliance on a XXXX review from XXXX XXXX ( performed by prior servicer ) which was only facilitated by NSTR. No comprehensive or analytical research has been conducted as required under the MHA Model v5.02, Supplemental Directive and DOJ guidelines as required under their Successor Servicer obligations under the Stipulated Judgment when homeowners submit Appeals on issues of NPV and erroneous inputs. This is clearly a HAMP underwriting chart that includes only XXXX correction, the Appraised Value of {$680000.00}. The chart makes no offsetting provisions for current outstanding loan balance as {$860000.00} ( field # XXXX ) thereby rendering this particular run ineligible since it exceeds the HAMP program limit of {$720000.00}. NSTR is using disqualifying & erroneous inputs without acknowledging these incorrect results. It appears they do not understand the proper methodology for correctly implementing NPV evaluations, as well as, seemingly not knowing the difference between DOJ, MHA/HAMP & NPV modeling. This declination can not be based on input fields pertaining to mark to market and principle reduction, shown on the chart and labeled as " null ''. NSTR created a fail for an altogether different program & uses this as justification for the decline. NSTR evens fails to acknowledge that based on the income in the file from XXXX that under the XXXX % debt-to-income guideline, it is impossible to fail the DOJ program which was designed as " retest until pass program ''. Excerpt from the DOJ Stipulated Judgement, Paragraph vi that addresses NPV. Exhibit XXXX, Page XXXX XXXX A Settlement Loan Modification is a modification made according to the following priority : vi ) In all instances, the adjustments must be limited so as to provide a positive NPV, with the calculation based on the Treasury NPV model outcome. If, following the priority above, the modification produces a negative NPV, the steps in the priority will be adjusted ( in reverse order ) to produce successive XXXX % increases in DTI ( but in no event higher than XXXX % ), and the NPV model will be re-run after each 1 % payment adjustment. Modifications will be offered at the lowest DTI solution that is NPV-positive .... NSTR XXXX XXXX, XXXX letter draws conclusion on a XXXX % DTI claiming negative NPV even at the limits which is not mathematically possible based on income and a correct Mark-to-market loan value based on Appraised value of {$680000.00} as mention by NSTR themselves. Therefore, in addition please consider this a " Qualified Written Request '' under the Real Estate Settlement Procedures Act, codified as Section 2605 ( e ) of Title 12 of the United States Code. ( 12 USC 2605 ( e ) ) .Once again I am requesting : 1 ) All runs-of-record for the NPV modeling conducted both by NSTR and XXXX , 2 ) Run Dates 3 ) Code version of runs 4 ) Any error code results.
Company Response:
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2016-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-05-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Complaint against Nationstar Mortgage Company doing business with XXXX. It has been about XXXX years now since this company has not been sending me monthly mortgage statement as required by law so that I can follow up or know what my payments are, loan balance, etc. In the meanwhile, this company has raised my mortgage payment 100 % adding nearly {$1000.00} more to my mortgage account making it very difficult for me to pay. When I refused to pay they reported me everywhere which brought my credit score down to the lowest point. I had no other alternative but to give them the money requested which is very unfair and unjust. I think this company is not working in the best interest of all, especially since it has been taken over by XXXX - they tend to be always looking for ways to increase my mortgage payment which I am forced to adhere to. Another point, frankly speaking they are not willing to help me to refinance my mortgage - all they do is to pretend they are willing to help ( according to law ) by sending letters to the effect and no action taken by them. Meanwhile they keep a watchful eye on my property - with the intention of taking it away some day. With the documents sent they are kept current as to how much money I have in the bank and have the pleasure of knowing all my pertinent information so that they can take action from there. I strongly believe that Refinancing is never on their agenda. I must state that I have requested to refinance the stated property with them no fewer than XXXX occasions, all to no avail. They just kept requesting me to submit the same information to them over and over again only not to hear from them. I am a retiree and a widower and depend solely on my property as stated above for survival. I must also add that this mortgage company, it would appear, does not like to submit written correspondence ; they tend to prefer telephone conversations through their answering service which should not be. When I called up the company this morning in connection with my mortgage due ( last month and this month 's payment which is still not over yet ) I was surprised when the company added again nearly {$2000.00} more claiming it as late fees, etc. This is what this dishonest company does, working in concert with XXXX. A certified check was mailed to them by me this morning for last month 's rent bringing it current and the rest to be applied to this month which is not over yet. My struggle is also due to tenants in the past owing me nearly {$20000.00} in rent and cash, all I have remaining are XXXX documents. I forgive them. I am bringing this matter to your attention because I do not like what is going on with this bank. I feel they are taking advantage on customers. Why is it this mortgage company has not been submitting to me monthly statement to the effect as required by law? I think I deserve to know in writing what my current balance is, payments made to date, etc. Should you require additional information, please let me know. Your help in this matter will be appreciated. Thank you. -- -- -- -- P.S. Re : Loan No. XXXX. XXXX : I must say that throughout the years I had requested to be on a fixed rate but apparently it was changed without my knowing.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2016-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-05-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Over a year ago due to personal circumstances my mortgage fell behind two or three payments. When speaking with the Nationstar collection representative they promised to take all outstanding late fees and penalties off my account if I brought the mortgage current with one payment for the balance outstanding. I made the payment and was told the adjustment for removing the outstanding late fees would appear on my mortgage statement in approximately 60 days. Months passed, the adjustment never occurred. I have called numerous times, waited on hold for extended periods, been promised someone would investigate and follow up with me. Nobody has ever followed up, nobody gives a satisfactory response and when I ask to speak with a supervisor I get put on hold for so long that I eventually have to just hand up and try another day. The only response I get to my inquiry is that the credit collection person should n't have promised to waive the late fees. That is an unsatisfactory response. The collection agent did promise to waive the fees if the mortgage was brought current, which it was, and Nationstar should be held accountable for honoring the commitments their representatives make when attempting to collect a debt.
Company Response:
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2016-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No