Date Received: 2016-04-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX issues : 1. Took additional month payment and booked against " Principle '' not " Payment '' so stated online and in automated phone system I was delinquent, when in fact I was ahead of schedule. There is no option to allocation additional payment to your chosen category 2. I decided to pay bi weekly instead of monthly. They hold that bi weekly payment not applying to your account/principle/payment until a full months amount is recieved. Therefore they garner interest on that cash for thier business while charging me interest on the partial payment I have given them, but they do n't apply to my loan 3. When attempting to reach thier " Equity Acceleration Team '', to discuss the mechanics of a bi weekly payment, I was kept on hold 45 minutes between XXXX different customer service reps. I was then told when the rep tried to reach the Equity Team they get disconnected. Therefor I should call back. Basically they are either not staffing thier service lines during working hours, they do not resolve technical problems, or they do not answer on purpose. There are numerous reviews from others stating this happened to them. This is a tactic to delay the bi weekly payment option therefore mitigating the chance that I reduce my principle faster which would reduce NationStar 's interst/earning on my loan.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: NationStar Mortgage , LLC, bought out my mortgage from my previous lender in XXXX 2015 and in the process changed billing information on the account without my authorization, including setting up an impound account ( Escrow account ) and changing themselves to the billing recipient and payee of my homeowners insurance policy. When the renewal came due, I was not notified and instead Nationstar paid this on my behalf. Three months later, and without any form of notification, Nationstar is now covering this cost in my billing, with additional fees and an expectation that I will be paying another couple hundred dollars to pad the escrow account I never authorized. Every representative I 've called has told me something different and I 've spent at least 6 hours on the phone with them. I 'm not the first customer to complain about having to jump through hoops and their lack of communication and account manipulation ( look at their XXXX page ).
Company Response:
State: CA
Zip: 94043
Submitted Via: Web
Date Sent: 2016-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX we filed a Chapter XXXX bankruptcy retaining our home at XXXX XXXX XXXX in XXXX, Maine XXXX. NationStar is not showing proof of payments made via the bankruptcy and stopped taking our payments. They have now started a foreclosure case against us and have not been sending statements since XX/XX/XXXX. Then in XXXX XXXX they sent a demand letter stating we need to pay {$14000.00} to cure our default. They cashed our checks up until XXXX XXXX. Our bankruptcy attorney sent a check for {$5000.00} where they were not accepting his payments and they returned this check back as well. This should have never happened as we have complied with our bankruptcy guidelines. We ask that you assist us in getting this problem rectified as soon as possible. Our home is also being shown for sale on XXXX, XXXX, XXXX, XXXX, etc and they can not sell our home as we have not been foreclosed on.
Company Response:
State: ME
Zip: 044XX
Submitted Via: Web
Date Sent: 2016-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: this lender is passing the buck the have received my complaint and now sending me correspondence to claim to another part of their organization they already have the complaint as the primary contact
Company Response:
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2016-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In 2007 I purchased a rental home in XXXX XXXX. Needless to say this was probably the worst timing in the history of the world. It took until XXXX to finally get it short sold. XXXX is reporting as a Foreclosure and that is not correct.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was in a XXXX XXXX Bankruptcy which just discharged in XX/XX/XXXX. I was notified that there was a delinquent balance on my loan and I asked for a summary of payments, 15 days later I asked again before it was finally sent. I was never notified of the supposed delinquency from XX/XX/XXXX, nor was my bankruptcy attorney.In fact on XXXX/XXXX/XXXX I called in to make my payment and was given a payment amount of {$1000.00} which was represented as the total amount due.I realize the XX/XX/XXXX payment was late but it was paid prior to a 30 day late and it was paid in the amount quoted to me by the lender 's representative. I was also notified in a separate conversation in XX/XX/XXXX with the bankrupcy dept, that I did not make a payment in XXXX of XXXX which is impossible. When I finally receive the accounting of all the payments, it shows a XXXX XXXX payment which was put in to suspense as was the XX/XX/XXXX and XX/XX/XXXX payments. Again I was never notified of any of this and when I became aware I did immediately pay the balance due with assurances that there would be no negative reporting. I have paid the outstanding amounts to avoid a late reporting on my credit while this was being investigated. I contacted the lender 3 separate times and was assured that I would not have a derogatory reporting as I am in the process of working on refinance out of this 10 year IO in which my payment just increased {$400.00} I pulled a credit report on XX/XX/XXXX and there is in fact a late reporting as of XXXX XXXX. I spent 35 minutes on the phone so far with a customer service rep trying to get this corrected. They acknowledge the reporting however they have required me to provide a credit report showing it. This will take weeks from when they receive it and I 'm sure they have records of what they reported so why require me to provide information on what they reported? When I asked to be transferred to a supervisor I was put on hold and 58 minutes later. was connected to a supervisor who found the payments I have made but is still requiring that I provide documentation for erroneous information that they have on file since they are the ones who reported it. This is a blatant disregard of federal bankruptcy law and a blatant lie to me as a customer. My attorney should have been notified of the increased payment if not me, the payments should not have been arbitrarily suspended and the lender 's bankruptcy department should have been fully aware of this.
Company Response:
State: AZ
Zip: 85207
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage was supposed to apply the HAMP incentive ( Dodd Frank ) of {$5000.00}. to the principal balance of my loan on the 6th anniversary of my loan modification on XX/XX/XXXX and they have not done so as of XXXX XXXX, XXXX. My loan was sold to them by XXXX in XXXX XXXX and I followed up with inquiries as the 6th anniversary approached, sending them my copies of the documents XX/XX/XXXX. I followed up with phone conversations and was assured this was taken care of but as of today it had not been. A manager said he will escalate the research again today. I had been told XX/XX/XXXX it was being researched and on XXXX XXXX that the incentive was in process of being applied. According to the manager none of that had been done.
Company Response:
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-11
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Nation Star Mortgage will not report my payment to all XXXX credit agencies every since my loan was transferred in XXXX they started reporting NO ACTIVETY in XX/XX/XXXX after I got a XXXX modification this has effected my credit scores badly. I have made all payment on time never late according to the contract. Nation Star is reporting the original loan amount on my credit report as being XXXX when in fact the amount was XXXX is the number I 'll go with be all my paper trail from XXXX say something different. Even with my modification the loan amount was XXXX ( the new principal blance ). they always have a bunch of lies to tell when you speak to someone that 's you know with common since is not correct. Nation Star is also still charging me XXXX a month PMI I been paying this 10 years now. they want take it off because they said I do n't meet the LVT and I need to pay XXXX more dollars on my balance.
Company Response:
State: VA
Zip: 23231
Submitted Via: Web
Date Sent: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I had XXXX XXXX loan and it was sold to NationStar Mortgage and they converted it to a non XXXX XXXX loan 40yr interest only, and I have been trying to refinance and no one will touch it because I am {$45000.00} upside down. I thought that if it was XXXX XXXX it had to stay that ' way even if it is sold to another financial company? HELP!!! Please. Thanks,
Company Response:
State: VA
Zip: 22408
Submitted Via: Web
Date Sent: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XXXX my Mortgage was transfered to a new company Nationstar Mortgage account # XXXX the terms of my original Mortgage agreement signed XXXX/XXXX/XXXX states payment are due on the XXXX of every month but I have till the XXXX of ever Month to make payment. Today XXXX/XXXX/XXXX I arrived at work to an excitable co-work who explained Nationstar had called about my Payment. being Late and leaving a call back number and code ( XXXX ) XXXX code # XXXX. Why am I getting an embarrassing call at work about a Mortgage payment that is n't late till XXXX XXXX. In the pass I have received lots of Email from Nationstar about willing to help me with payments. Once again My account is n't late Example of Email : Dear XXXX, Everyone at Nationstar is committed to " helping homeowners succeed. '' To keep things easy for you, we offer multiple ways to make your monthly payments. There are XXXX convenient ways you can pay right now : You have XXXX ways to pay right now : Click here to make a one-time payment online. ( No fee if received within nine days of XXXX/XXXX/XXXX ) Call to make a payment using our automated phone system : XXXX. ( Fee applies ) Call and pay by speaking to a Nationstar Representative : XXXX. ( Fee applies ) Remember, we 're here to help! If you have any questions or concerns about making your monthly payment, please call us now to discuss possible solutions at XXXX. If you have already made your scheduled monthly payment, you may disregard this email. Thank You, Nationstar Mortgage XXXX # XXXX My Mortgage is n't Late till XXXX XXXX but for some reason I 'm being harassed by Nationstar
Company Response:
State: PA
Zip: 18103
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No