Date Received: 2016-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been in a 30 year fixed loan for 18 months. Within the 18 month period my payment has changed twice. Once it was lowered by {$300.00} and this month it was raised by {$1000.00}. The mortgage servicer says the escrow account was in deficit and to restore the deficit they increased the mortgage payment. The mortgage servicer explained that this was due to a change in taxes and the deficit in the escrow account ; however, I feel like an 80 % increase in mortgage payment is unreasonable and that there could have been better and earlier communication to hedge against such a large impact. Upon closing on the mortgage the escrow account was in order and my mortgage includes fees for taxes and insurance. I want to verify that the mortgage servicer is treating me fairly ( i.e., did they make a mistake that I am paying for now ) and that they acted in good faith to service my loan. I would also like to better understand my options in this situation.
Company Response:
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am trying to refinance my loan through a different lender than my current lender nationstar. My new lender received a pay off from nationstar mortgage which currently holds my mortgage. The pay off received shows principal owed and lender paid expenses. They show XXXX in current principal balance and show XXXX as Lender Paid Expenses. How it 's written on their mortgage statement is XXXX interest bearing principal balance, XXXX non interest bearing principal balance and XXXX lender paid expense. The main problem with the pay off received is that, nationstar is adding my non interest bearing principal balance of XXXX with the lender paid expense of XXXX and showing it as a giant lender paid expense of XXXX. My new lender is not allowing my refinance to go through because nationstar is inaccurately showing XXXX as a lender paid expense. This is giving the indication that Nationstar has incurred this much in expenses while servicing my loan which is inaccurate. My current mortgage has been modified through the XXXX program and it was divided into an interest bearing and non interest bearing principal amounts. nationstar shows this accurately on the monthly mortgage statement but, they are showing it inaccurately on their pay off statement. Under the new refinance program I am trying to refinance through, XXXX, it does not allow for any lender paid expenses to be paid, only principal amounts owed. Nationstar is unwilling to correct my pay off to reflect accurately and therefore I am not able to refinance with the new lender under the XXXX program. Nationstar is causing me harm with their servicing of my loan at this time. Need help getting this corrected.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a negatively amortizing adjustable rate mortgage that I 've had since 2007. Since my loan, originally with XXXX XXXX XXXX, has been transferred to Nationstar, they have not been able to adjust payments according the terms of the Note despite my spelling the terms out for them. It is now time for another adjustment and I went to make my payment online and they 've adjusted my payment incorrectly again. I can not make my next payment on their website because the site gives me no option but to make the incorrect payment. I am also in the mortgage business and I am aware of others to whom this has also happened with Nationstar as their loan servicer.
Company Response:
State: CA
Zip: 91304
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar reported for a year on my credit that I was late but I was never late. I continually called and called asking them to take off the late payment. It showed i was late in XXXX of 2015 but was not. Every time I would call they said they did, but would never provide proof that they did then they would tell me they would take care of it. It took me putting in a dispute to the credit agencies for them finally send me the notification. It took them a year for them to fix it and now my credit is screwed up because of this. I am now paying higher interest rates on XXXX loans I took out because of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85206
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Attempting to modification. Submitted paperwork. trying to get Nationstar on phone is impossible. Every attempt to transfer to any area has the call dropped. It is as if they are purposely avoiding to work with customers.
Company Response:
State: FL
Zip: 33064
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: SUMMARY Nationstar Mortgage has been harassing me for a debt that they are attempting to collect that is not legitimate. They have filed this debt on my credit report as I will show you. EXHIBIT A will show you where the mortgage was assigned from XXXX to Nationstar Mortgage LLC which indicates the effective date of the assignment of mortgage was on or before XXXX/XXXX/XXXX. EXHIBIT B will show you where the Nationstar Mortgage LLC assigned the mortgage on the same date to XXXX. EXHIBIT C will show you where Federal Home Loan Mortgage Corporation had a warranty deed dated and fully executed on XXXX XXXX, XXXX. Which was notarized in the attorney 's office of XXXX XXXX XXXX, XXXX, XXXX, PA by their employee who is a notary? EXHIBIT D will also show you where XXXX XXXX XXXX Mortgage XXXX prepared a fully executed Release of Mortgage and had it recorded on XXXX XXXX, XXXX. I, XXXX had issues with them recording the document within the allotted time they were supposed to so you will see a letter in which I prepared to the attorney 's office to abide by the law in which they completed. On XXXX XXXX, XXXX, a year and XXXX months later I started receiving phone calls ( Call log EXHIBIT E ) and letters from Nationstar Mortgage indicating I owe them money and they were trying to collect on a debt from XXXX. This is so emotionally stressful for me as in the enclosed documents you will note I worked so hard for the mortgage company to have the mortgage released due to I lost my job. It took them 2 years to complete after ; I made written complaints to the OCC. EXHIBIT XXXX in which the company lied to Office of the Comptroller of the Currency ( OCC ) indicating they had taken care of everything in which in fact they did not. EXHIBIT ____. Then I had to follow up with OCC to advise them that in fact the company did not complete where they were supposed to. Well needless to say it was finally completed back in XXXX and now they are back at it again. I have paid all my bills on time and I tried to apply for credit and was denied. I did n't understand why until the phone calls started. I have since put in an investigation to try and have my credit corrected. However that does n't change the fact that I am denied credit. I have told the individuals several times I do not owe them and they are harassing me. Nationstar does n't even have an interest in the property as they assigned the mortgage and the mortgage has been release. I even have received paperwork to file along with my income taxes to show as well. Now they will try and file this against me twice as income with the IRS and this is not right. I have to pay the court for filing fees etc. For something this company has no rights to.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We started a modification process with Nationstar Mortgage in XXXX of 2015. They informed us that we had to get approval and then we had to go through a trial period until they would complete the paperwork for the new modified payment. They did n't mention until much later that during our trial period we would report as late but as soon as the refinance went through, it would be zero ' d out as long as the trial period payments were made on time. It took over a month but finally we were approved for our trial payment. We made our trial payments on time. We still received collection calls during that time but after a few minutes trying to explain and argue with the agents the light bulb would go off and they would apologize for calling. We watched our credit score drop even further during this trial but just hoped that once the modification was complete, would bounce quickly. We have worked very hard to build up our credit after being victim to the mortgage crisis years ago. Finally 3 months were up. It took us trying to call several times to find out the next steps. Finally they said paperwork was being sent out. A week passed and we never received the paperwork so more calls were made. Finally someone called us back saying that the paperwork was mailed but that they would email it. A few days after we received the email, the overnight package with the paperwork arrived on our door with a postmark of a few days before. We scrounged up our witnesses and scheduled time we did n't have ( I had just given birth XXXX ) and went to a bank were they could notarize the paperwork. Paperwork was sent back through fax. We waited several weeks and attempted to make contact with Nationstar again. Several messages later, we finally received a callback and found out there was a document missing. Even though we refaxed it, something was still wrong with the paperwork and we had to start all over again. We took more time out, had witnesses take time out of their day and start the process over, that was XXXX XXXX. We fedex 'd the paperwork back to them, with the holidays and all the craziness of having newborn twins, time got away from us but I really thought our paperwork had gone through. In XXXX, we received notification that our modification was completed. Finally an end to this craziness ; I thought. The end of XXXX I review my credit report after receiving a letter that a line of credit was being cancelled due to new delinquency and it shows me 8 months past due with Nationstar, several were 120 days. I submitted a claim to dispute through the credit bureaus, which they fought. Again, we started the process of trying to contact a person from Nationstar. Once we were even hung up on because they were having system issues. Finally we got ahold of someone and was told that once again something was n't right with our paperwork and it had to be redone and that is why it was still reflecting so far past due ( even though I have continued to make my payments on time every month ). This is the only account showing delinquent on my credit report. I want all negative credit marks removed now and I do n't want any additional work from us to complete the modification on our mortgage. Because of this, I have been delayed on starting any process of selling my home to purchase XXXX closer to family to help out with my baby twins. I also recommend that Nationstar look into their contact procedures and how they can effectively keep customers updated with changes or needs from them. This has gone on long enough and our credit and time has been effected enough. Nationstar is in violation of FCRA and UDAAP regulations.
Company Response:
State: TX
Zip: 76209
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nation star is refusing to investigate anything properly or verify anything because if they verified or actually did a proper investigation on remic with the security exchange commission on XXXX reperforming loan remic trust certificate series XXXX. So as shown by Nation star mortgage a official United States Security Exchange Commission document is invalid. Can anyone in Nation star mortgage actually read the documents and do research instead of copy and pasting documents? Can any one in nation star mortgage actually provide us with the actual correct documents we asked for and quit providing the same documents we provide to them right back to us? It is perfectly clear that nation star mortgage is on purpose refusing to actually investigate all documents provided by us and refusing to provide what we ask for sayin internal use only. Also you can reference control numbers but not look at what was provided for the control number and give us a automatic response without actually reading all information provided why? Also how can you hold a loan modification from XXXX in 2003 when it was all executed by XXXX XXXX XXXX after the took over XXXX?
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sent a large principle payment around XXXX/XXXX/16. Nationstar returned the payment because they did not know what to do with it. I then called and spoke with a lady and she said it would be easier for them to debit my account for XXXX separate amounts to make the total amount. They ended up applying some of my principle payment to my monthly payments. I was making this large payment because we were selling the house and closing XXXX XXXX. when i realized my payoff was not correct i called to find out what the problem was. THey has applied XXXX extra payments so i was paid up through XXXX. They said they would reverse the payments and send a new payoff. and this would take 24-48 hours. After waiting 3 days the law firm had not received the payoff. SO i called again. I would also like to mention that it takes an act of congress to actually get someone on the phone when calling nationstar and my calls were being forwarded to the same person ( XXXX XXXX ) who has still not returned my calls as it is now XXXX XXXX. Once i called and got a person on the phone they informed me that only XXXX of my payments had been reverse and this would again take 24 hours to process. I asked if there was anyway I could have his direct number to contact him the next day to verify that it had been taken care of. He assured me that he would personally check on my account and call me by XXXX the following day. At XXXX the following day i had not received any calls from Nationstar nor had the law office received a correct payoff. I made multiple calls that day to try to get someone on the phone and was never able to get anyone or a call back. i then sent a message through the website to ask for a person to contact me. I received an email that someone would call me within 3 days. I still have not received that phone call. To make a long story short because of the mistake by nationstar i had to pay more at closing that was need and never received a correct payoff. I think that this service is unacceptable and caused a lot of financial hardship for my family during this time. At this time I would highly recommend that no one establish a relationship with this business. And i have yet to be reimbursed from Nationstar.
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed a Chapter XXXX bankruptcy in 2010 and it was discharged. I included my house which had a XXXX and a XXXX mortgage. The XXXX mortgage was with XXXX XXXX XXXX. After my discharge XXXX XXXX XXXX sold the debt to Nationstar Mortgage. Nationstar mortgage has been reporting on my credit negative every month since the bankruptcy was discharged. I have contacted them several times and they claim they can not do anything.. even though they are breaking the law! They will not help me and this is affecting my financing. It isx erroneous and should have never been sold as it was DISCHARGED in my bankruptcy.
Company Response:
State: UT
Zip: 84084
Submitted Via: Web
Date Sent: 2016-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No