Date Received: 2016-04-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage is with Nationstar Mortgage Company. Upon closing, I signed a PMI Disclosure form saying that I have the right to request PMI removal at 80 % LTV, and that it will be automatically terminated at 78 % LTV. Upon trying to clarify these terms with Nationstar, I 've been told by them that I can not get PMI removed until my loan is at 75 % LTV since it is less than XXXX years old. I have gone back and forth with them several times ( and have produced the signed PMI disclosure form for their review ) and have maintained that if that were the case, then it would 've been disclosed on the form along with all of the other disclosures The form simply stated that I have the right to request PMI removal at 80 % ( not 75 %, not 75 % within a certain timeframe ... 80 % ) and while there are some loans that require different terms for cancellation, my loan is not XXXX of them. I requested to be transferred to their legal department and was told by a rep that " they do n't have a legal department ''. I am not gaining any traction with Nationstar - responses are not timely, intelligent, knowledgeable or helpful. The responses I 've received from their Customer Service Department do not address my questions, have not produced any signed agreements ( between myself and them ) or documentation that back up their claims and often are scattered with grammatical errors combined with poor professionalism which make me question the competence of the Customer Service " Specialists '' handling these mortgages altogether. I requested to be transferred out of the Customer Service Department to a superior in the company who I could escalate a complaint to and the Customer Service Rep refused to give me any contact information. At the advice of the XXXX XXXX XXXX XXXX - Banking Division I escalated the matter and wrote directly to the Compliance Officer at Nationstar Mortgage, XXXX XXXX, and attached all of my correspondence, documentation and expressed my frustration & stress in dealing with the Customer Service Specialists who have not been adequately addressing the situation. He simply forwarded my letter BACK to the Customer Service Department and I received a letter back from them saying ( again ) that they wo n't remove it until 75 %. Their PMI Cancellation Form is extremely vague and says that while I can request removal it is not guaranteed ( and seems to be at their discretion, at the end of the day ). I have not applied for cancellation yet as my home is not yet at 80 % LTV, but I suspect it will be upon a new appraisal. I am trying to get my ducks in a row for when that time comes and Nationstar, I feel, is violating my rights as a banking consumer and is not appropriately responding to my multiple attempts at sorting this out. It was always my understanding that the Homeowners Protection XXXX of 1998 was enacted specifically to protect consumers from banks doing exactly this. I am at my wits end and do n't know how else to proceed. I will attach my signed PMI Disclosure form, and multiple ( dated ) correspondences to and from Nationstar as well as my reference log of activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a fraudulent flood insurance policy taken out on behalf of my mortgage company ( Nation Star ) and rolled into my escrow account. On numerous occasions proof of new zone/mapping areas where sent to highlight and prove that flood insurance was not needed. I live on the XXXX floor of my building where FLOODING would never occur. My mortgage payment ballooned from {$1600.00} to {$2200.00} from one month to the next. As the policy was the most exuberant one, it was {$2400.00} for the policy - my XXXX only cost XXXX. I was late in paying my XX/XX/XXXX bill and had a foreclosure package delivered to me the XXXX week of XXXX. My credit score has gone down XXXX points for this horrific and erroneous mistake. The Florida Supreme Court has filed a class action law suit against them, as they defrauded XXXX customers out of their homes. Nation Star also owns the insurance company XXXX XXXX in which the fraudulent insurance policies where processed. In addition to the fraud, I was denied a refinance to assist me in my debt and change lending companies. Can you help me?
Company Response:
State: FL
Zip: 33137
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Roughly 2 years ago my wife and I filed Bankruptcy, which we did request to reaffirm the mortgage, which was with XXXX at that time, with our attorney. He filed the proper paperwork to ensure this would be completed. In a conversation with him, I understand that the courts do not necessarily push this like they do on a auto loan. The servicing was transferred to Nationstar Mortgage a little over a year ago, and we have been paying them on time since. I recently applied for credit and learned that the mortgage is not reporting on my bureaus. I have reached out to Nationstar and their response is that I did not reaffirm the debt, which is not true.
Company Response:
State: WI
Zip: 53051
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To fill a gap in the chain of title for my property from XXXX I was given copies of original paperwork, payment information, applications and anything but what I asked for, a continuous, unbroken chain of title as proof of standing to foreclose. After numerous formal requests by QWR 's XXXX transferred servicing to Nationstar.that continued the barrage of useless paperwork. I was sent a Corporate Transfer of Trust deed that XXXX sent me that is a fraudulent, fictional, forged document that purports to fill the gap between XXXX directly to the Pooling and Servicing Agreement of XXXX for XXXX trust.There were many other transfers. I have proof that XXXX shredded the original Note that alone nullifies any authority to foreclose. The transfer occurred 6 years after the XXXX XXXX, 2004 closing 3 yrs.after XXXX closed, and 3 yrs. past the Notice of Default. Was the investor paid by insurance or lawsuits? Neither of us have clear title so we need to settle.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2016-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Borrower suffers from XXXX and has been through a grueling process to try and keep his home. Now, he is in a short sale and we were able to obtain an all cash non-contingent offer at a price we believe is more than what the banks own BPO came in at. Nationstar has been made aware of the borrowers medical condition and how the stress of the process continues to affect him yet they have not responded to the offer stating the borrower has to list his home on their auction site and go through an auction process to " validate '' the sale to make sure they are receiving an offer that is in line with fair market values. We have asked the bank to provide us with a copy of their own BPO or to tell us what the BPO came in at and they will not. In addition, strangers came to the property today and knocked on the door stating the property was listed online as going to auction today. When I called the bank, the bank said they have not scheduled the online auction and did not provide a time frame. I have checked with foreclosure advocates and attorneys and a few of them had said that Nationstar has not made this a requirement for ALL borrowers and the fact that the borrower informed them in writing of his medical situation and his disagreement with having to be placed in an online auction should have been enough for Nationstar to provide him with an exception to the online auction like they have done for other borrowers.
Company Response:
State: CA
Zip: 915XX
Submitted Via: Web
Date Sent: 2016-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Greetings, In XXXX, i refinanced with XXXX XXXX XXXX only once. I started with a balance of XXXX, cash-out : XXXX, bank & broker fees : XXXX Total refinanced=XXXX. But today, my balance= XXXX and noone can explain this except XXXX XXXX XXXX who say, " fees. '' or " bank fees. '' In XXXX, at the closing, i was denied a 3-day recission period and i was denied a copy of the new note. 2 months pass & XXXX drop off a 4 payment option ARM, none of which i heard at the closing and the balance spiked from XXXX to XXXX, in 2 months! 1 week before XXXX settled for XXXX with our govt., XXXX quickly sold my XXXX mortgage note to XXXX for {$160000.00} so as to avoid 'making me right ' again. Again, the XXXX was sold for XXXX! that i have to pay. Why did n't i benefit from the XXXX XXXX XXXX XXXX settlement with the govt.? 5 months pass. XXXX sells my note to Nationstar. Now, i have a 40 year note for XXXX but remember, i started in XXXX with a refi of only XXXX.Total. XXXX knew i was XXXX before the closing as they used my XXXX XXXX income to meet their income guideline. I became XXXX after XXXX. Being XXXX explains why my closing was set at XXXX to XXXX and why i was denied a 3 day Recission period nor a copy of my new note & terms. I pleaded 5 times for a copy. Answer by XXXX and 'XXXX : " No XXXX XXXX , we have to get all XXXX pages upstairs to be notarized. '' Those XXXX agents at my XXXX closing later quit or were fired. Keep in mind, i only did XXXX refinance, not XXXX i do not have a second mortgage either. Fast forward to XXXX. XXXX sold my note to Nationstar. Last month, I asked their senior loan officer to explain the 'History ' of my original note of XXXX & how it became XXXX. Nationstar loan officer stated he could not make any sense of the 'history ' of my note but he promised to call back in 3 days. He, ( Nationstar ) never called back. So, i am burned for life. Noone will tell the truth of what really happened. My Nationstar mortgage statement has XXXX balances which total XXXX
Company Response:
State: FL
Zip: 33844
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In addition to reporting us to the XXXX credit bureaus, refusing to help us by acknoweledging our hardship due to the unforseen circumstances regarding job loss and devastating illness, and erroneously stating that we are two months behind on our mortgage when in fact-we are one month behind -- -- Nationstar has added at least fifteen late payment fees to our account. Each fee is $ XXXX-which -as of today would total an extra {$1100.00} on top of what we currently owe. How does Nationstar think that we can afford to pay these exorbidant late fees when we are struggling to make our mortgage payments -- specifically the payment that is one month behind -- that Nationstar continuously adds the {$75.00} per month late charge to? Nationstar staunchly defends it 's mercenary actions of gauging and blatantly disrespecting its customers by spouting company policy. They say they are there to help, but the only help that is offered would serve only Nationstar -- and not the consumer. I understand why Nationstar has earned it 's publicly documented " XXXX '' rating with the XXXX.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In Nationstar 's response to my complaints to the CFPB, they cited repayment plans offered to us on XXXX, and XXXX. The XXXX 2014 plan split the one month that we were behind into XXXX payments of {$1100.00} to be added to our regular mortgage payment of {$2300.00} for a total of {$3500.00} for two months. The XXXX 2014 plan was to split the one month behind into XXXX payments of {$760.00} to be added to our regular payment which would have resulted in XXXX payments of {$3100.00}. In my first complaint to the CFPB, case number XXXX, I stated that " The only plans Nationstar offered were plans that we could not afford. However, in their response to me and the CFPB, Nationstar invoked said unaffordable plans in an attempt to defend their stance that they had offered assistance to us, when in reality they offered nothing. At the end of the aforementioned response that Nationstar sent, a telephone number was included for " XXXX XXXX '' from the " XXXX ''. ( XXXX ) My husband attempted to call this " person '', from Nationstar 's home office in " Texas '', and was re-directed to the XXXX. This is always the case with Nationstar. Whenever we attempt to contact them we are connected to the XXXX, and more often than not -- we are forced to speak with people who are -- for the most part -- unintelligeble to due their thick accents. When asked this morning to be connected to " XXXX XXXX '', we were told that no such person nor extension existed -- however we could be helped by the agent who answered the phone. When we asked the agent what office he was speaking to us from, he stated that it was an " offshore location ''. We asked which offshore country? He evaded our question for as long as he could before he finally admitted he was speaking to us from the XXXX. Again -- MUCH, MUCH MORE OFTEN THAN NOT, THIS IS THE CASE. We like thousands of others across the XXXX -- based on what we have read in the newspapers and on the internet -- think that the Texas address for Nationstar is a shill for the real headquarters, which we believe is in the XXXX. If this is the case -- ours, as well as thousands of other American mortgages -- are in the hands of a foreign country. Perhaps this is the reason Nationstar is unwilling to assist its American customers. To deny us assistance in making our mortage payments more affordable, it serves -- in the long run -- to further weaken the American economy.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan contract specifies that the lender/loan servicer may force place insurance for an amount no greater than the principal balance of the loan. The annual premium for the insurance should be significantly less than {$500.00} annually based on the principal balance of approximately {$110000.00} as of XXXX XXXX, XXXX and {$100000.00} as of XXXX XXXX, XXXX. Nationstar is charging me approximately {$7000.00} annually, which is equal to 7 % of the principal balance! When Nationstar assumed this loan ( XXXX XXXX, XXXX ) they rejected my usual payment which I make through an automatic schedule with my internet bill paying service. I was unaware that Nationstar had rejected my regular payment until I received a collection call. The caller stated that my regular payment was " insufficient '' and that Nationstar required an additional {$260.00} per month. The caller told me that my real estate taxes had apparently increased. I knew that was not true so I asked to be transferred to the Insurance Department whom I informed that I did not wish insurance beyond that required by my contract. I was not named as Insured when Nationstar assumed this loan, why it decided to make that unilateral change is a mystery ( unless there is a profit in it for Nationstar ). Despite two more phone calls to protest and promises that the monthly billing would be adjusted to reflect the change, Nationstar has continued to bill me for insurance that I did not request and to which I did not consent. If I do not include the additional {$260.00} per month with my regular payment, Nationstar will not post my payment. This is extortion.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I purchased my home located at XXXX XXXX XXXX XXXX, XXXX, WA XXXX for the amount of {$420000.00}. The Note and Deed of Trust, naming XXXX XXXX XXXX XXXX, as the Lender, and XXXX as the grantee, or beneficiary, of record acting solely as nominee for same. Sometime thereafter, Nationstar Mortgage , LLC began to service my loan. After Nationstar became the servicer of my loan, the account was not being properly serviced because payments I had made were not being properly credited to my mortgage loan account and unauthorized fees were being charged to me. Accordingly, on numerous occasions I tried, but without any success, to get an explanation from Nationstar concerning the inaccurate debits and unauthorized fees charged to my loan account. To this end, on XXXX XXXX, XXXX, I forwarded to Nationstar, a Qualified Written Requests ( QWRs ), requesting that Nationstar provide, me with ( 1 ) A complete audit history from alleged loan origination, showing the dates payments were applied, and to what internal accounts ( i.e. principal, interest, suspense, escrow, etc. ) payments were applied ; ( 2 ) A complete and itemized statement of all advances or charges against this account ; and ( 3 ) A complete and itemized statement of the escrow for this account, if any, from the date of the note origination to the date of their response to the letter. ) Again, I have reason to believe that my loan account had been improperly serviced in that credits for payments made by me had not been applied to my mortgage loan account and that I would further along in the reduction of mu debt had I received all credits for the money I had paid on my mortgage loan account. Nationstar did not respond to the QWR, took no responsive action and undertook no investigation into the issue raised by the QWR. As of this complaint, Nationstar has failed address my complaint that my loan account has not been improperly credited and that my loan account has been charged unauthorized fees. Neither has Nationstar provided me a verified accounting of my mortgage loan account.
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No