Date Received: 2016-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: It started with a car accident. Not ours, someone else 's. On XXXX XXXX, 2015, on a slick ice-covered street, XXXX cars collided and hit a utility pole outside our house. The impact soon sent the pole crashing down, nearly missing our house. At this time, we were struggling to keep up with mortgage payments which had ballooned to nearly double their original payment size, because our modification status had ended. The pole was not replaced for two whole months, and when it finally was, it took us nearly a month to realize the pole had been replaced poorly, smashing through our sewer line. We filed full reports to the Public Utilities Commission, and to XXXX XXXX, the persons responsible for the error. The sustaining damage to our home was nearly {$30000.00}, as sewage backed into our basement and destroyed several items, clothes, books, papers, not to mention the damage to the floor, and walls. All told, we spent nearly {$2000.00} on trying to repair the issue, and lost work. At this time, we had just been re-invited back into the HAMP process, and we had made our first payment successfully. But the damage to our home, and our added expenses, we realized would prevent us from making the next payment timely. We immediately spoke to XXXX XXXX, our then-agent, to alert him of everything that had happened. He assured us that everything would be okay, that they could halt the HAMP and let us restart the program again. He understood our situation and sincerely did want to help us. Inexplicably, he then subsequently vanished. We left continuous phone calls and emails, and none were ever returned. We waited nearly a month before an entirely new agent named XXXX XXXX got in touch with us, and when we explained what had happened, we were stunned to learn that XXXX no longer worked in this capacity, and that he had NEVER forwarded our case and our situation to anyone. XXXX immediately tried to re-instate us into the HAMP process, which took nearly two extra months because we never seemed to send in the right paperwork, or she kept asking us for different paperwork, or losing paperwork we had given to her. During this time, we asked if we could at least make a payment, or something, to show our good intentions. We were told not to. As long as the HAMP process was in place, no payments were accepted, as it was just end up in an escrow account, they said. We were refused HAMP after all this time, because we had missed the payment we were supposed to have made in XXXX, and were now ineligible. XXXX then bumped up our case to her supervisor, who felt certain she could help up, and re-applied us AGAIN to HAMP - from XXXX different tiers - only to be told XX/XX/XXXX, we were refused. The reason? Because we missed the XXXX 2015 payment. If they were going to refuse us anyway ... why continue to re-apply us? In XXXX of 2015, we begged to at least send Nationstar {$3000.00}, which amounted to roughly three monthly payments, and was told NOT to pay. In XX/XX/XXXX, we were sent foreclosure action, which we immediately halted through mediation, which is scheduled for XX/XX/XXXX. They claim we owe over {$25000.00}, plus interest and late fees. But how can that be, if they kept telling us not to pay? XXXX personal letters to their " Notice of Error '' Dept. have gone unanswered, and even a letter to CEO XXXX XXXX has not been replied to ether. This is the most inconsiderate, completely negligent set of actions we have ever seen from a mortgage company. We do plan to address all of this at our pre-mediation hearing in XX/XX/XXXX, but we do demand some sort of answer for this utter lack of professionalism on all levels.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband passed away and we had a mortgage with Nationstar. I know that I am on the security instrument and the deed of trust but will not let me have a right to speak on the property. However Nationstar offered a loan modification in which I have been performing on month after month ( over 4 months ). No funds have been sent back from Nationstar and I have sent documents to assume the loan. I even asked Nationstar in writing can I assume the mortgage and still not response. However, even after they call daily, have emailed my point of contact XXXX XXXX I can not get a response.
Company Response:
State: NC
Zip: 27217
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Please keep in mind that I am a XXXX, who is extremely knowledgeable about RESPA and other consumer credit/mortgage related matters/laws [ See, e.g., XXXX v. XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX XXXX ), in which I was plaintiff 's counsel ] and have successfully litigated many such claims. The details of my saga are best explained in the attached documents, but the following is a very short summary : the servicing of the loan on my primary residence, which I 've had for 18 years, was transferred in or around XXXX XXXX from XXXX XXXX to Nationstar Mortgage. For the most part, everything went fine at the outset - I signed up for Nationstar 's auto-pay system by providing my banking account info., and the first few payments were made without a problem - and I have all kinds of documentation, screenshots, etc. to support this. After a few months, despite having plenty of money in my banking/payment account, I noticed via my online Nationstar account that my payments were being reversed - payments that were timely submitted and in full for the complete amount due. I inquired about this on countless occasions, sent countless Qualified Written Requests per RESPA ( via fax, email, online and 1st Class Certified USPS Mail ), detailed disputes and inquiries, etc. Some of my correspondence was acknowledged and responded to, and promises of correction were made. But I never received legally ( or otherwise ) adequate responses/explanations, no corrections were ever made and my most recent QWR - sent via Certified Mail, fax and email - on XXXX/XXXX/XXXX, wherein I detailed my situation at length, enclosed copies of many of the previous exchanges and offered to tender payment - was not responded to, despite having USPS Certified Mail Return Receipts, fax confirmations and email confirmations of receipt by Nationstar. Then recently ( XXXX-XX/XX/XXXX ) I began receiving inaccurate statements and notices re : alleged late/non-payments, etc. And to add insult to injury, today ( XXXX/XXXX/XXXX ) I received a letter ( dated XXXX/XXXX/XXXX ) from Nationstar informing me that my HAMP mortgage modification - FOR WHICH I NEVER APPLIED NOR REQUESTED, NOR WOULD I WANT OR SEEK - was approved! It also mentioned foreclosure of the property, yet I have received no notice of any foreclosure proceedings, publications, demands for payment ( from any law firm or third party ), etc. So not only is my account not in default whatsoever, but if they are pursuing foreclosure, they are certainly failing to comply with Georgia state statutes regarding foreclosure procedures, etc. In sum, Nationstar has been grossly negligent, if not acting intentionally, in the handling of my loan, my inquiries, disputes, etc. and has wholly and repeatedly failed to comply with numerous federal and state statutes - including, but not limited to, the Real Estate Settlement Procedures Act and Regulation X ( and CFPB rules ). As such, it owes me money for statutory damages, actual damages and attorney 's fees and needs to correct my account/loan info. ASAP! It should also not transmit any derogatory information to any credit reporting agency. Please see attached documents, which are just SOME of the many I have pertaining to this matter.
Company Response:
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our mortgage is held by Nationstar Mortgage. We went into XXXX XXXX bankruptcy in XXXX XXXX. One of the conditions for our successful discharge in XXXX XXXX is that creditors must report to the bankruptcy court that we had fulfilled all our obligations in a timely manner. Nationstar reported that we had done so. However, now Nationstar is stating we are in default on mortgage. They have " suspended '' our payments because of {$170.00} in fees that are past due. We have had XXXX different conversations with XXXX different representatives, even though we ask to speak to the person we spoke to the previous discussion. We have now had XXXX different explanations as to the source of the fees and charges and NONE of them are ever the same. We also receive verbal assurance that the " fees '' are in error and that the customer service representative we were speaking to at that time had removed the " fees '' and corrected our loan status. However the phone calls and emails have continued, stating we are in default. We have not received a monthly statement in years so when our case was discharged all of a sudden we start getting default notices etc., for these fees that were never disclosed. It turns out that a number of these " fees '' were are supposedly connected with the bankruptcy filing. They have been sitting there for years. If these fees were part of or as a result of the bankruptcy, they should have been declared to the court. If they were after the filing, they should have been communicated to our lawyer and to the bankruptcy court as unfilled obligations before discharge. We have documented names, dates, call transaction numbers and other details. We have acquaintances ( names on request ) that also have Nationstar as their mortgage holder. They claim their accounts are mishandled in the very same way.
Company Response:
State: CO
Zip: 807XX
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband died. The property was offered a trial modification and I sent in payments since I live in the home and want to keep the property. My name is listed on the deed and the security instrument. I also believe my name is listed on the mortgage note. I just want to keep the property and assume the mortgage. I have lived here for over 30 years.
Company Response:
State: NC
Zip: 27217
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nation start has intensely avoided my complaint and ignoring my email, ignoring my voicemail, ignoring CFPB complaint See attached documentation
Company Response:
State: TN
Zip: 37920
Submitted Via: Web
Date Sent: 2016-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: First, I have a full Power Of Attorney that is on record at the XXXX County Court, XXXX, XXXX XXXX to act on behalf of XXXX XXXX [ brother ] reference Nationstar Mortgage Loan account # XXXX, to assist him manage this account. Do so, since XXXX '. My wife and I have managed the property before it was transferred to Nationstar from XXXX when we ( or I ) first attempted to assume the loan. Because of some paper shuffling and double playing XXXX managed to pull the preapprove loan off the shelve and transfer the property to Nationstar. When Nationstar received the property in earlier XXXX ' it was behind mortgage payment. I explain to them what happen and agree to catch it up ... request there help to again assumption of the -- they agreed. Once the payment were caught up the assumption process started, this is when all confusion let loose. Paper never full came together, I was told they did get this or that. Representatives that I had spoke to suddenly became unfamiliar or did not work there any longer. To date you can be at assigned a Nationstar Special point of Contact and this person will not even return your calls. I called those assign to me neither called. Weeks ago, I spoke to a XXXX XXXX XXXX for the first time it seemed the most professional lady and caring of any Nationstar I ever spoke too -- she suggest that modification is what it will take to turn property over to me. Because I already had a legal document for XXXX ( Full Power of Attorney ) and once the modification is complete the property will be in my name only ( deeded to XXXX XXXX - XXXX XXXX to be removed ). XXXX XXXX { brother } has not manage, nor paid the mortgage, taxes insurance and upkeep on this property. Some key Nationstar representatives are ignoring the fact that an assumption began on XX/XX/XXXX/XX/XX/XXXX, they say they disapprove because could not contact me [ then undersigned, not one letter sent to me ... though ]. I called then, XXXX, XXXX XXXX, XXXX XXXX and wrote then about my concerns lost documents, lacks of response to calls and for pending approval. For example, was told would receive a call no on or about XX/XX/XXXX pending approval assumption. When I received No call I, followed up only find out that their were missing documents according Nationstar. If these documents were that important they could and should mail to XXXX XXXX XXXX, XXXX, XXXX XXXX. Lastly, Nationstar is mailing everything to XXXX XXXX XXXX, XXXX XXXX XXXX, even though they full well know there is an on going assumption in process. It is necessary for the CEO ( s ) or President to insert themselves into the resolve this situation as currently, we have pay XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and will not continue to { as this will be the third promise the Nationstar representative have broken to help complete the assumption process }. Especially when you have a manager tell you to have brother, " come in a borrow more money ''. Nationstar needs to complete the assumption as required. Because we agree it was through no failure of mind they were not able to contact me by phone. A simple letter would have initiated there final attempt to contact me if wanted to approve. Plus, the company must review policies that suggest there other reason ( s ) that the loan can not be transferred that I am not aware and/or telling me about. Finally, the phone records at Nationstar must be review to be sure it is clear I have made every attempt to satisfy requirements to complete assumption process, [ the modification was submitted base on expert recommendation and my review, required my call and representatives got upset ]. I have receipts and various documents that I can submitted to Nationstar which can be provide upon request. Bottom line, if this can not be resolve between the two parties, court appoint arbitrator and or sell/foreclosure.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, we incurred a financial obligation when we purchased our home located at XXXX XXXX XXXX XXXX XXXX, XXXX, GA XXXX for the amount of {$400000.00}. The loan was evidenced by a Security Deed, '' naming Freedom XXXX as the " Lender '' and XXXX XXXX XXXX XXXX , XXXX ( " XXXX '' ) as the " grantee, '' or beneficiary, of record acting solely as nominee for same.Sometime thereafter, a company named XXXX XXXX XXXX XXXX to service our XXXX began to experience financial difficulty and had problems meeting our monthly loan obligation. As a result, on XXXX XXXX, XXXX, entered into a " Forbearance Agreement ' with XXXX XXXX XXXX whereby we agreed to make monthly installments in the amount of {$2500.00} starting XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX. We began making the payments as agreed ; however, after making our several payments, we received notice of assignment from XXXX XXXX XXXX advising that XXXX XXXX XXXX XXXX , XXXX would now take over our loan.We contacted XXXX XXXX XXXX XXXX , XXXX in effort to continue our " Forbearance Agreement '' payments but XXXX XXXX XXXX XXXX XXXX XXXX refused to honor the agreement and began to send us letters threatening foreclosure. Thereafter, on XXXX XXXX, XXXX, a subsequent assignment was performed by XXXX transferring the security deed to U. S. Bank XXXX XXXX. Then on XXXX XXXX, XXXX, MERS performed another assignment to XXXX XXXX, XXXX. The assignment to XXXX XXXX, XXXX is the last and final assignment in the record. U.S.Bank National Association XXXX XXXX, XXXX would honor the above mentioned forbearance agreement and have absolutely refused to give us a loan modification. On or about XXXX XXXX, XXXX, we forwarded to U.S. Bank a Qualified Written Requests ( QWRs ) requesting that U.S. Bank provide, us 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 your response to this letter. ) We have reason to believe that our loan account had been improperly serviced in that credits for payments made by us had not been applied to our mortgage loan account and that we would not have been in default if we had received all credits for the money we had paid on our mortgage loan account. U. S. Bank National Association did not respond to the QWR, took no responsive action and undertook no investigation into the issue raised by the QWR. Despite all of our efforts to get a loan modification, on XXXX XXXX, XXXX U. S. Bank National Association foreclosed our home.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2016-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-17
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: We have previously filed a complaint about this situation. Our mortgage loan is with Nationstar Mortage. Twice last year ( 2015 ) Nationstar has reported our mortgage loan as a line of credit and have lowered the credit limit. This is not valid as the loan is a conventional mortgage loan. We have tried resolving thing with Nationstar to no avail. They ignore our attempts at resolving this issue. It is against the law for them to report the loan as a line of credit and to lower the credit limit on the account. We feel this personal and malicious. It has lowered the credit score for both borrowers ( husband & wife ) by XXXX points.
Company Response:
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2016-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar is our mortgage company ( Loan No. XXXX ). They send information on sharing our personal information with affiliates, etc. along with opt out options as required by law. But perhaps on purpose they make the process needlessly hard. Their phone option ( calling XXXX ) does not work because this is a general number with automated options, where opting out of sharing private information is not even a choice. Resolution of problem is they should be made to make opting out easy as per the spirit of the law ( that they seem to want to undermine. ) We wish they could be penalized to discourage playing such games in future and wasting our time.
Company Response:
State: CT
Zip: 06811
Submitted Via: Web
Date Sent: 2016-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No