Date Received: 2016-04-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I have a loan with NationStar Bank. I have requested a pay off amount for my loan for a refinance on XXXX/XXXX/2016. I was promised a 24-48 hours processing time. After 48 hours I have not received the pay off yet so I called them and they send it to me for the wrong date. I called them again and they are telling me it will be another three days. The people speak with a heavy accent are hard to understand.
Company Response:
State: IL
Zip: 60634
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: A letter dated XXXX/XXXX/XXXX from XXXX XXXX ( on my behalf ) was sent to Nationstar Mortgage LLC, with XXXX straightforward questions. These XXXX ( XXXX ) questions are numbered XXXX through XXXX, and are listed as " Addendum '' on Page XXXX of this letter. ( Attached ) Nationstar Mortgage LLC sent a reply dated XXXX XXXX, XXXX ( attached ), which did NOT answer, or not so much as even respond to ANY of these XXXX ( XXXX ) questions. Moreover, the reply includes an attached 'Detailed Transaction History ' listing over XXXX unexplained and unjustified transactions, of which some involve FEDERAL FUNDS, given to Nationstar Mortgage on my behalf, as part of a state run program called Keep Your Home California ( KYHC ). These unexplained and unjustified transactions to my mortgage account, totalizing over XXXX, occur over a relatively short period of time of only 19 months from XXXX XXXX to XXXX XXXX. I have a right to know how these funds were ultimately used. 'Descriptions ' of these over XXXX transactions include : " ADVANCE '', " ESCROW ADVANCE '', '' RECOVER ESCROW ADVANCE '' " NEW LOAN NON CASH '', " FORBEARANCE ADJ '' " RECOVER ESCROW ADVANCE '', '' PMT FORBEAR SUSP '', " CORP ADVANCE ADJ '', " CORP ADV DEFERRED '', '' NON CASH FEE ADJ '', " PMT CORPORATE ADVANCE '', AND " MISC ADJ '' and require further explanation and justification, as they are confusing at best, and do not even so much as address the very simple and straightforward first question : " 1. Who paid my monthly mortgage payments for XX/XX/XXXX thru XX/XX/XXXX? " Lastly I sent Nationstar Mortgage LLC my XX/XX/XXXX payment in the form of XXXX ( XXXX ) money orders by certified US mail. I made copies of the money orders BEFORE I sent them, and I ordered copies of the 'processed ' money orders from XXXX AFTER Nationstar Mortgage illegally forged the money orders. To be clear, Nationstar Mortgage employees and their associates intercepted my money orders and forged them for their personal benefit, which is blatantly criminal behavior. I provided copies of the money orders before the forgery, and copies of the same money orders after the forgery, as well as copies of the US Postal Service tracking information, including the signature card which verifies Nationstar Mortgage LLC received the XXXX ( XXXX ) money orders. I also provided a copy of the police report which was filed. XXXX ( XXXX ) Nationstar representative ( XXXX XXXX ) has already acknowledged that the XX/XX/XXXX payment was received, and another Nationstar employee ( XXXX XXXX ) has subsequently acknowledged that the Nationstar employee ( s ) involved were reprimanded. However, in the reply letter, Nationstar Mortgage now denies any involvement. This is outrageous! I subsequently sent Nationstar Mortgage LLC copies of the XXXX ( XXXX ) money orders BEFORE the forgery, and copies of these same money orders, showing the forgery, as well as U.S Postal Service tracking information as solid evidence that Nationstar Mortgage DID in fact receive my XXXX XXXX payment, and forge these money orders. A police report was filed and the criminal investigation is ongoing regarding the forgery of my XXXX ( XXXX ) XXXX Money orders used to make my XXXX XXXX Nationstar Mortgage LLC.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX we refinanced our Mortgage with Nationstar Mortgage LLC, it all starts with the Appraisal to which ( see attachments ) starts the deceptive and fraudulent acts connected to this mortgage.We first started the application on XXXX XXXX and the appraisal was on the XXXX XXXX, and on XXXX XXXX we left for vacation to XXXX XXXX, XXXX knowing that the the process will take 30 days + to completed.So on XXXX XXXX I receive a call from the Nationstar Mortgage loan officer and proceeds to tell me the file is complete and and the loan needs to be closed by the end of the week or the bank will not honor the deal and we would have to start the process over, as I made it clear that this will have to wait till we return from vacation to which I told the loan officer that I was not driving back to XXXX.He proceeded to tell me that if it is not done by XXXX XXXX then the bank is pulling out.So on XXXX XXXX I get a voicemail on my phone telling me that the paperwork was sent down to a closing /title agency and they will come to you, to which I returned the call to the loan officer only to get a voicemail and no return call back and on XXXX XXXX we were sitting on the beach and I get a call from the closing agent indicating she is in the lobby of the resort to close the loan with Nationstar Mortgage XXXX so we proceed up to the lobby to figure whats going on, we were told that the loan needs to be closed TODAY, again I place a call to the loan officer in regards to this again no answer, so we close the loan and we are left with nothing but the pen in our hands, no copies of paperwork nothing! So I call the loan officer again and no answer again, we return to XXXX on XXXX XXXX I proceed to drive to the Nationstar Mortgage XXXX office XXXX XXXX Va and they are closed up no office nothing, no contact info nothing, it took 3 years to get copies of the actual closing documents less the appraisal and Title company/closing contact info, to which I contacted Nationstar Mortgage for the next 5 years through numerous points of contact of Nationstar Mortgage-and I finally got someone new at Nationstar Mortgage and they copied and sent me the missing info we have requested numerous times in XXXX XXXX and we now find out that there is deceptive and fraudulent information on the appraisal inflating the cost of the home.In XXXX our home was worth ( XXXX assessments ) {$350000.00} and what we have discovered is that our home is XXXX sq ft and on the appraisal it is listed as XXXX sq ft, also says has a new kitchen ( 9 years old at this time ) also says has a finished XXXX floor /bedroom, it 's nothing but unfinished attic space, and the appraisal indicates that the home is worth {$420000.00} and all the comps that were compared ( XXXX of them ) square footage of these homes were from XXXX XXXX sq ft nothing even close to our home and all the comps were said to be appraised at {$420000.00} - {$430000.00} and the XXXX assessments on these comps are not even close to what they say they are worth-county assessments for the XXXX comps range from $ XXXX XXXX.This mortgage was already {$60000.00} underwater and to this day is still underwater from this deceptive and fraudulent act .THis is not only hurting us but the trustee/investors that funded the loan that they do not know what we have uncovered.We will be contacting the investors and will be retaining council to proceed on this matter.So now we have applied for a loan modification and 6 times at Nationstars request all denied based on they can not reduce our payment, I will not lose my home due to the this criminal act.The Appraisal company and Nationstars loan officer, Nationstar Mortgage and the title company ( out of business soon after closing ). We would like restitution on this matter by restructuring the loan based on the current value less {$100000.00} @ 2 % x 30years
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2016-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received XXXX consecutive 30-Day Lates with Nation Star Mortgage when I paid my mortgage on-time. Nationstar did not notify me that they placed an Escrow account on my mortgage which increased my mortgage about another {$250.00} in which I was unaware. As I paid my normal mortgage amount on time each month, Nationstar took my payments, put them in a holding account, deemed me as unpaid and issued me XXXX 30 day lates and they refuse to remove them. Attached is my proof of payment of both mortgage and property taxes. I need help getting them to deal fairly with me.
Company Response:
State: MD
Zip: 20852
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: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My wife and I have been separated since XX/XX/XXXX. I was waiting for her to be medicare eligible before filing for divorce. we entered into mediation counseling in XX/XX/XXXX and the mediator suggested that we each file bankruptcy in order to deal with our debt.. And of course once she filed, the debt cascaded to me and I was forced to do the same and since I was forced into retirement XXXX and found a job at XXXX my previous income I was unable to stay out of bankruptcy. She then decided to abandon our jointly owned Townhome that she was living in ( not the original plan she was going to continue to live there ), she stopped payments in XXXX XXXX and then notified the bank accordingly but continued to live there for sometime. Even after she moved to a different living space, she continued to pay heat in order to protect the home from freezing and then she notified the bank when she could not longer afford to pay the bill. We continued to receive statements from Nationstar Mortgage ( Originally XXXX ) Loan Number XXXX stating that we now owed ( {$29000.00} ) as of XX/XX/XXXX plus the Condo fees of around {$7500.00} in arrears. The outstanding balance is {$84000.00}. In XXXX XXXX I learned that we were the owners of a '' Zombie '' home. This prompted me to re-enter the home to check its condition since we were still responsible for the property. We learned that front door lock was broken off and replaced, when a key was available for the price of a phone call. The Bank had assigned a care taking company which was supposed to turnoff the water. However they were inept and the building suffered XXXX major water leaks which I found when I reentered. I then found renters for the price of the Maintenance Fees plus utilities but naturally before they could move in I had to fix the leaks, rip out and repair the garage ceiling ( to get at the broken pipes and replace the locks, thankfully I had the skills to do so. This included cutting out the damaged split copper pipe and soldering in new sections. It required XXXX of us us working over 40 hours to make the place livable.. A significant portion of the garage ceiling needed to be removed, the leaks fixed and the ceiling replaced. The Townhome is finally scheduled for a Sheriffs sale on XXXX/XXXX/XXXX. The home has been cared for and given back to the bank in much better condition than they themselves allowed for.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55113
Submitted Via: Web
Date Sent: 2016-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I will like to make a complaint against nation star mortgage, my mortgage originated with XXXX bank who sold my mortgage to nation star. In XXXX, I received my escrow analysis saying that mortgage escrow shortage which was a total of XXXX more a month when I called them they could not explain to me the reason for the dramatic increase in my escrow. I also mentioned to them I switched insurance which was cheapier then the prior year and I asked for another analysis. They told me it would be completed in a week to call back. I called back to follow up with them a week and half later and they said they still did not have the analysis ready to call back in two weeks. I called back in two weeks and they brought the escrow shortage down to XXXX something a month. I asked them to explain to me what happened to increase it by so much and still have not gotten an answer. XXXX XXXX taxes are XXXX a year and insurance is XXXX a year. I feel uneasy about this situation being that no one can clearly explain to me why the increase is so much.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: First of all, I never chose Nationstar as my mortgage company. I do not believe anyone in their right mind would chooses them. They are criminals!! Nationstar refuses to release my insurance claim funds for a claim on severe flood damage. It was supposed to take 3-5 business days and it has now been 17. My XXXX children have been living in a dangerous gutted house since XXXX/XXXX/15. This has been a very urgent situation and Nationstar has done absolutely nothing to help with this situation, they have only added more obstacles. As soon as this repair is complete, I will re-finance with another mortgage company. I will do everything I can to ensure that Nationstar is the XXXX.
Company Response:
State: CO
Zip: 80401
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company ( nationstar ) is telling me that I am short over {$5000.00} in escrow. I asked where did all the money you collected from me for escrow go? Keep in mind the increase in taxes and home insurance is only {$29.00} from last year. They are raising my mortgage payment over {$440.00} a month with less than 30 days notice. How is this my dilemma? How do they allow such a shortage. I asked if they can provide me a breakdown of where my escrow payments went and they said they could not provide it. I pay extra every month and to be told I am over {$5000.00} short doesnt make any sense. Also When they first took over my loan I owed {$370000.00} I paid for several months and all of a sudden I see that what i owed increased instead of decreaased. I do not trust this company. Please help me correct this.
Company Response:
State: NY
Zip: 10704
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I fell behind on paying my mortgage with Nationstar Mortgage LLC and requested a modification that was approved in XXXX 2016. The terms of the modification were a new 40 year mortgage with a new balance of which {$58000.00} was deferred and non-interest bearing. My complaint is regarding the legality of this agreement. The original loan was {$160000.00} and now the new loan is {$190000.00} of which the property is not of that value. This property is in XXXX that is very crime ridden and economically XXXX. There are no formulas or itemized detail that shows how the new loan amount was determined and how the deferred amount was determined. This loan leaves me in a worse off situation that before and my understandings of modifications are to help the owner save the property but not put them in a worse off situation. This agreement has a new payoff in 40 years again worse off than I was currently at. I do not think this lender is providing options for homeowners that actually help homeowners and would like someone to review this please.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My mortgage was financed by Nationstar. I contacted this company several times to give my attorney what he needed in order to close on this property. He called them asking for a DEED assignment, and he was told he would receive an email. He contacted them for Several days and still nothing. He finally contacted me again to see if Nationstar would just send it to me. I was told they had it on file but would need to contact the dept that had this document. I contacted them again, asking, begging, for this document so I could close on my house, and they had the nerve to give me another website to visit to obtain this Deed ... CAN YOU BELIEVE THIS! To this day, it has been several weeks, and I still do not have from Nationstar what I requested. This has been a nightmare. Selling your home, and paying off a mortgage should be a GREAT experience, but Nationstar made this so difficult for me! I will never do business with this company again! Please run, and not walk from this company!
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2016-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No