Date Received: 2016-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar is the worst mortgage company out there. Incompetent customer service have managed to XXXX my account up for 4 months. Can not accomplish a simple task and I typically have trouble understanding them. Ridiculous! I am refinancing with my credit union just so that I do n't have to deal with them. Nothing good to say about this company.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2016-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am contacting you regarding Nationstar Mtg. and XXXX. I started a modification with Nationstar in XXXX, XXXX. I was told by my loan mod. Specialist that I did n't have to worry about the escrow account because they had received XXXX of dollars from the US Treasury Dept. which would cover my escrow account because I qualified. I made my payments every month on time and in XXXX, XXXX received a phone call from one XXXX XXXX, who said she was calling to set up an escrow ; I gave her the information given me by XXXX XXXX, the mod. Specialist and XXXX said she would get in touch with him and if anything was different she would call me back and we would set up the escrow account and I agreed and thanked her. Received no call back from her so assumed all was well. Now XXXX, XXXX, Nationstar returned my mtg. payment. 4 times, when I contacted Nationstar they said it must be my bank and I should go there, so I did, the vp of the bank said he saw no problems with my elec. Pay account but sent it himself. Again, it was returned the next day. At this point I sent an email to the ceo of Nationstar, XXXX XXXX, who obviously sent this to one XXXX XXXX, upon talking to XXXX he tells me I 'm 5 months behind, told him I was not and sent him by copy and paste all my pymts from the inception date of my mod., XXXX, XXXX. Then he says I did not qualify for the escrow funds and we begin working through a catch up payment process. I made numerous payments of XXXX and XXXX pymts of XXXX, and he continues to tell me I am behind. Really!!! Now, XXXX XXXX, XXXX I receive foreclosure papers from XXXX saying I have n't made any payments since XXXX, XXXX. Lies!!! I went to court for mediation hearing in XXXX, XXXX and the XXXX attorney and I went to a small room and I had everything documented down to names phone numbers my bank statements signed and stamped by the vp of the bank and had recorded every conversation and promise. After the attorney reads and hears all that was done he said, " this is Nationstars fault, '' not yours. Please do n't show these papers to the judge and I promise you we will get you another mod. completed that is also affordable for you with the escrow starting at the beginning. I hesitantly agreed. Now, Nationstar mod. Dept has only returned 2 phone calls from the 22 messages I have left and this XXXX told me I did n't qualify for a mod. How can he even know if I qualify or not when I have filled out no paperwork regarding the same? If I was approved before they screwed it up why ca n't it be the same modification but, beginning it with the escrow included. I am at my wits end and do n't want to lose my home that I have owned since XXXX XXXX. Honestly I do n't even think XXXX, which Nationstar is aware of because they needed letters documenting this from my XXXX XXXX. But, the point is, just like this attorney told me, NOT my fault, but the FAULT OF NATIONSTAR. I can not afford an attorney and they know this so I am reaching out to you and intend to send emails to XXXX XXXX again along with email to U.S. Treasury dept., the White House, the Florida Financial Accountability Dept., Dodd Frank and XXXX XXXX, Gov. XXXX XXXX and any other that will listen and see the injustice that has been poured upon me and most expressly with the attorney saying, " not your fault, it is Nationstars fault. '' So with this being said, what am I to do?? Any and all input or suggestions would be greatly appreciated concerning this great injustice that has been poured upon me. I have another court hearing on XXXX XXXX, XXXX. Please advise I pray. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32233
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced with XXXX Mortgage. XXXX Mortgage then transferred my loan to Nationstar Mortgage. I was not notified of the transfer until after my XXXX 2016 payment was already electronically taken by XXXX Mortgage. XXXX Mortgage contacted me and advised me that my loan was being transferred to Nationstar Mortgage and that I should be receiving a " welcome package '' from Nationstar advising me of the transfer. XXXX Mortgage indicated that since my loan was in the process of being transferred they would be sending the XXXX 2016 payment to Nationstar Mortgage. This did not take place. I was contacted by Nationstar Mortgage advising me that I had not paid XXXX 2016 mortgage. I told them that I did in fact pay XXXX 2016 and it was paid ON TIME. This fiasco has been going on for over a month. Finally ( with the help of XXXX Mortgage representatives only -- nobody from Nationstar would even attempt to help ) the payment was " found '' but I continued to receive notices indicating that my mortgage was past due etc. I have never paid my mortgage late. To add insult to injury a {$12.00} " fee '' was added to my account. I had to argue this over and over again. This whole process has taken over a month, tons of phone calls, emails etc. Finally, today, I receive a return message indicating that Nationstar will " waive '' XXXX TIME a late fee. My payment was not late. Even when the payment was " found '' I was never notified by Nationstar that they had " found '' it ; I had to figure that out on my own by going online to my account. Nationstar Mortgage has been disrespectful, unprofessional, and dishonest throughout this nightmare. In addition, it is unsettling to me as a consumer when I wonder where my XXXX 2016 mortgage payment was while it was " missing '' The funds were gone from my bank account but yet they were not applied to my mortgage for a month? Something is not right. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 99223
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I received a letter from Nationstar Moartgage LLC, my current lender on an investment property located at XXXX, XXXX XXXX, XXXX XXXX, CA. The letter from Nationastar states that I could lower my monthly payment by {$160.00} with the same terms as my existing loan, and more importantly, with no costs to me. Because of the lower payment, I called Nationstar and talked to a loan specialist called XXXX. Once I started talking to XXXX, then I realized this is a " bait and switch '' scheme. He told me that my current loan is very favorable and can not get me a lower payment with a new loan. He then tried to get me to sign up for a new loan, with either fees upfront or a shorter term for a lower rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94030
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I submitted a complaint to the CFPB on XXXX XXXX, 2016. ( Case No. XXXX ) The bank allegedly responded on XXXX XXXX, 2016 to the complaint and said " Per the coding on the account, a response has been sent to the attorney on file. '' I checked with my attorney who represented me previously in a lawsuit involving the bank and he stated he has not received any response from the bank regarding my CFPB complaint. By the time I tried to dispute the bank 's response, more than 60 days had elapsed and I could n't respond. Please reopen this matter and ask the bank to resend the response they allegedly sent to my lawyer directly to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am trying to get my life back on track after my husband fell ill, lost XXXX jobs and was diagnosed with XXXX XXXX. In XX/XX/XXXX/XX/XX/XXXX we fell behind on our mortgage payments. We purchased the house in XX/XX/XXXX and had NEVER missed a payment. It took a few years to get a diagnosis, all without health insurance. Now he is on XXXX and we are divorced. I want to keep the house. I applied for a modification. The loan was with XXXX, the trial modification was approved, I made all payments on time, then XXXX sold the servicing rights to Nationstar, right before the loan was permanently modified. The original terms of the mortgage were 15 year fixed at 5.875 % from XX/XX/XXXX ( when we refinanced ). At that time my payment was about $ XXXX/month including principle, interest, insurance and taxes. The trial modification had me paying $ XXXX/month, which I am now able to afford. Nationstar just sent me the terms of the new, modified loan. The interest rate is 5.675 % and the duration was extended to 20 years. I understand these terms are more favorable to the bank, but I was shocked when I saw this. I looked up the current mortgage rates on yahoo finance. Today, the 30 year fixed is at 3.73 % and the 15 year fixed is at 2.83 %. I wonder how many banks today wrote a mortgage for 5.675 %? For 20 years? I 'm guessing not too many. I would like to know why I am being forced into these very unfavorable terms. I have to sign this new closing before XXXX XXXX. Nationstar appears to be taking advantage of a homeowner that is in a desperate situation and wants very much to keep their home that they have been living in for over 16 years. I called my point of contact, XXXX XXXX, at XXXX, I left a long message. He never called back. I am also hoping to modify my HELOC. If Nationstar forces these unfavorable terms on me, the chances of me refinancing my HELOC drop significantly. The HELOC is owned by XXXX. If they do not think I can afford both the primary and the HELOC they will not offer me a modification of the HELOC. They will proceed with the foreclosure ( summary judgement has already been filed by their counsel ). XXXX will foreclose on the house and then we all lose. This scenario is being played out over and over again, in my neighborhood, all over XXXX, all over the state of Florida and all across the country. Is this the greed of the big banks preventing desperate homeowners from keeping their homes? Or is it the fact that the big banks are giant companies that ca n't seem to get anything right-there is not one person that can take responsibility for facilitating the fair and rational solution to problems like mine. There is not one person that can be held accountable. No one that truly has decision making authority has any contact with someone in my situation so it is perceived as though they really just do n't care what happens, as long as they get paid. I am asking for help to get Nationstar to reevaluate this unfair mortgage. Please look at todays mortgage rates and tell me if this makes sense. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Borrower is in review for loan modification but NationStar refuses to postpone foreclosure sale to complete review in violation of 12 CFR 1024.41 ( g ).
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I received a default letter from the bank telling me my loan was in default for my failure to make a payment on XXXX XXXX, XXXX. They told me I had 30 days to pay the past due amount of {$120000.00}. I called them to ask for an itemized breakdown of the amount demanded because it seemed ridiculously large. ( i.e. how much was for principal and interest payments, how much for late charges, how much for escrow charges, etc. ) I also asked them how they could demand money from me for payments I allegedly failed to make more than 5 years ago. They told me they would send me a written explanation within 30 days. I never got a response despite several follow up phone calls. After several months of waiting, I went to an attorney who wrote a letter to them XX/XX/XXXX asking them again for an itemized breakdown of the amount they were claiming was due. They sent my lawyer a bunch of paperwork ( note, mortgage, payment history ) but never explained how they came up w/ the {$120000.00} amount demanded in their XXXX XXXX letter. I then filed a complaint with the CFPB ( Case No. XXXX ) for their failure to respond to my repeated requests for an itemized breakdown of the amount they claimed I owed them. They wrote back to the CFPB and said they sent a response to my complaint to my attorney. They did not. I then filed a follow up complaint w/ the CFPB today because they did not send my attorney any response to my complaint. Then, to my surprise, I received another letter from the bank on XXXX XXXX, XXXX. This letter demanded {$88000.00} and said I defaulted for failing to make my payment due XXXX XXXX, XXXX. If they knew I had an attorney XX/XX/XXXX when they responded to my CFPB complaint, why did they write to me directly on XXXX XXXX, XXXX? Also, how am I supposed to know how much to send them to reinstate my loan when they send me completely different amounts to cure the default and with different default dates? Furthermore, they have never explained to me how they arrived at either amount ( i.e. {$88000.00} or {$120000.00} ). I have been trying to bring my loan current for years but they keep giving me misinformation. I am fed up with this. I am a XXXX citizen ( XXXX years young ) and I deserve more than just " form '' letters telling me to pay money without any explanation as to how they arrived at these crazy amounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33404
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Lender refuses to postpone foreclosure to complete loan modification review.
Company Response:
State: MO
Zip: 65109
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a first mortgage with XXXX Bank XXXX XXXX as trustee which mortgage is being serviced by Nationstar Mortgage. In growing my business, I incurred large start up costs which caused me to fall behind on my mortgage payments. I recently made a good faith proposal to get my loan reinstated within a period of XXXX to 7 months. This proposal included a significant lump sum payment with large monthly payments which I offered to have automatically withdrawn from my account and with a lump sum payment to pay any remaining arrearage after XXXX to 7 months. My offer was turned down and the bank made a counteroffer which would require an even higher initial payment and monthly payments higher than I could in good faith commit to. I feel that I am not being treated fairly by my lender despite my good faith efforts to bring my account current in the not too distant future.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06437
Submitted Via: Web
Date Sent: 2016-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No