Date Received: 2016-03-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I believe Nationstar has mismanaged escrow, misappropriated payments and is in possible violation of Sections 6 & 10 of the Real Estate Settlement Procedures Act ( RESPA ). Mismanagement of Escrow Upon receipt of my Annual Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX, I learned that in XXXX XXXX Nationstar made an extra annual payment for my home owner 's insurance, 6 months prior to it 's due date ; the annual payment was previously made in XXXX XXXX. In so doing, Nationstar plunged the balance of my escrow below RESPA required minimum equal to XXXX of total annual escrow disbursements. Prior to the receipt of the Annual Escrow Account Disclosure Statement, I was not notified of this untimely payment nor advised of the potential imposition resulting from the significant increase in my minimum monthly payment for XXXX ; an increase to compensate for their mismanagement. Of further concern is the projected annual disbursement for XXXX includes yet another annual payment for my home owner insurance in XXXX - this will make 3 annual payments for 2 annual premiums in a 12 month period. RESPA Section 6 My initial correspondence to Nationstar on XXXX XXXX, XXXX requested an explanation for the extra payment made from my escrow and why I was not previously informed. I requested a copy of the invoice from the insurance company for that extra payment and wanted to know what effort was made by Nationstar to validate those charges prior to making that extra payment. I also requested the name of the person managing my escrow. My request was acknowledged XXXX XXXX. After hearing nothing, I sent a 2nd written request XXXX XXXX, XXXX, a XXXX request XXXX XXXX, and a XXXX on XXXX XXXX. It has been more than 60 days and Nationstar still has not complied with my request. This is in direct violation of RESPA Section 6. Misappropriation of payments Nationstar records the last payment on my account was received XXXX XXXX, XXXX. They do acknowledge my payment of XXXX XXXX, for the month of XXXX, but it is not allocated to my account. In addition my payment for XXXX sent on XXXX XXXX is still not acknowledged as being received. Regarding this matter I have corresponded on 4 separate occasions : XXXX XXXX and XXXX XXXX, XXXX and XXXX. I have also provided Nationstar with Proof of Payment from my bank. My payments are sent electronically. In addition to being in violation of RESPA, these actions represent a significant breach of consumer confidence. My hope is that Nationstar will repair this breach and work to rebuild trust with this consumer. I do not relish having to manage the company whose primary role is to manage my mortgage and escrow. This is my home that 's on the line. It is my credit being victimized. It is the future financial security of my family at risk.
Company Response:
State: MT
Zip: 59601
Submitted Via: Web
Date Sent: 2016-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage changed the escrow amount due in my monthly payments without issuing a RESPA required statement of escrow or otherwise notifying me of the change. This caused my payment to be held in suspense since it was not sufficient to cover the full, inaccurate, amount. In addition, I was then charged a late fee for a missed payment, and reported to the credit reporting agencies as delinquent.
Company Response:
State: IL
Zip: 60506
Submitted Via: Web
Date Sent: 2016-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-21
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We closed a re-finance loan XX/XX/XXXX. We pay our own property taxes and informed the lender and the lawyer. The closing documents showed that property taxes were held by the closing office, even though we submitted proof that we had paid the taxes XX/XX/XXXX. We were told not to worry that the {$790.00} held by the closing office would be disbursed to us when our money was released. That did not occur. I attempted to contact the law firm, but they never responded. I contacted the mortgage company. They responded, but did not have the authority, I believe, to correct the situation. At this point, it would be nice to recoup the money improperly withheld by the law firm, but I am lodging the complaint to make people aware and to check the numbers as the monies are disbursed.
Company Response:
State: NY
Zip: 10306
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX I began contacting my mortgage company to see if I could get a loan modification because my husband and I were going to be divorcing. I was told that they could not consider that unless my loan was in default. In that time mortgage company was shut down and turned over to another mortgage holder XXXX who could not help me because they were just getting the loan information entered in their system. I sought legal council because I was not getting anywhere and was told my loan was a XXXX and the courts had not determined how they would be handled. On XXXX XXXX, XXXX I went to mediation with XXXX the first default service assigned to my loan and was told to provide a list of documents for possible loan modification. I provided those and never heard anything. In XXXX the Supreme Court decided on the XXXX cases and I was served again. In the meantime the property was flooded in XXXX of XXXX causing approx. {$30000.00} damage and is still in jeopardy of recurring damages due to poor drainage. We went to mediation and the new servicer NationStar did not come with all their required documentation and the mediator sided in my favor. We went to mediation a third and fourth time always the same outcome the NationStar did not come with their required documents and sent representatives with no authority to negotiate. Now six years later I have been served with foreclosure documents and I do n't think NationStar even now have their required documents to proceed. NationStar even lied to XXXX XXXX at XXXX office they told XXXX they had never received anything from prior mediations. I sent copies of the e-mails to XXXX XXXX who has been trying to help but we are still at an in pass.
Company Response:
State: NV
Zip: 89701
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My name is XXXX. I am a veteran and the lawyer from VA recommended this website to me to file complaint. Currently I am facing a foreclosure issue with my mortgage company. I used to have my mortgage with XXXX XXXX XXXX, and I never had any problem with them at all. However, since they sold my loan to Nationstar Mortgage LLC, the nightmare began. My due date is XXXX of each month, they kept calling for payments in the beginning of every month. When I told them that I have made my payment already, they would just hung up on me. I have always paid my mortgage before due date, but they just posted the transition after my due date to charged late fee. For that reason, I needed to make my payment a week before due date to avoid late charge. Started last year, they added a liability insurance to my mortgage. I own a condo, and the insurance is included in my HOA payment. So I called and sent them copy of my insurance with all the details few times, and they said they will look into my account. In the meantime, I kept paying my original payments on time. Three months ago, I tried to make my regular payment online as usual, but their website wo n't let me to pay. Then I called them again and tried to solve the problem, they told me I have to pay the insurance that they added plus late charge and interest with money order. I have been called and discussed with them this few months. However, they just sent me a letter this week, and tried to push my home into foreclosure. If you check their customer review on XXXX, you will see they have been doing this to a lot of their customers. Unfortunately, I am one of them now. Can you please look into this issue and let me know how could I solve this problem.Thank you.
Company Response:
State: CA
Zip: 91776
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a mortgage with Nationstar Mortgage and I applied for refinancing. Nationstar 's mortgaging arm is Greenlight loans. I applied on or around XXXX XXXX, 2015 There were a couple of mistakes made by Greenlight while handling the loan like putting the wrong dates on documents and numerous other mistakes which made me pay {$500.00} - {$1000.00} more in interest. I called them and ask to negotiate a refund because it was a conflict of interest when these mistakes they admitted to me cost me each day in interest. I also called and talk to someone about the escrow amounts left from the old loan which was never sent to me or added to the new loan. I was told I would be sent documents I ask for to follow the trail of where the escrow amounts went but that did n't happen. On my first statement after the new loan started I had a escrow balance of {$1000.00} before I made the first payment. On my next statement there was a adjustment - escrow Of - {$1000.00} with no explanation. I called and the person told me the money was left from closing but could not tell me why it was deducted or where it went.
Company Response:
State: MD
Zip: 20745
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar Mortgage return my monthly payment, refuse to answer QWRs and advertised the my residential home for sale on XX/XX/XXXX. It all started when I started asking for explanation and information about you is my lender and why I am charged so many fees that has baloon my monthly payment and increased my obligation to Nationstar. Instead of getting answer and resolution, I received payoff statement, default letters and foreclosure sale.
Company Response:
State: VA
Zip: 22193
Submitted Via: Web
Date Sent: 2016-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage loan with Nationstar Mortgage. I had been inquiring with them regarding reasons for increases to escrow account when my property tax has remained stable and my home insurance has decreased. I have receive limited responses to my emails and no clear reason has been provided. This is when I was informed that a Mortgage Insurance Premium ( MIP ) is applied to my loan. I was puzzled by this since my year-end statement from Nationstar has a XXXX entry for mortgage insurance. I later discovered that my mortgage insurance is approximately $ XXXX/year and it comes out of my escrow account. Nowhere on my escrow statements is there anything about a MIP. Property tax and homeowners insurance payments are clearly stated ; however, there is nothing about mortgage insurance. In my opinion this represents a lack of disclosure and transparency on my loan. Additionally, the mortgage insurance is over XXXX % of my current outstanding amount which seems egregious. I refinanced my loan a few years ago ( HARP program ) and the loan/value ( L/V ) on my mortgage was well over XXXX % at the time the loan was refinanced ( I was XXXX of XXXX homeowners stuck in this situation during housing bubble burst! ). I do n't recall mortgage insurance being discussed during the refinancing of my mortgage, nor did they make it clear that as to what the amount of the MIP is and what my options are to get MIP removed. I now understand that mortgage insurance is required if the L/V exceeds XXXX %. The problem that I have is that they base the L/V on the value of my home at the time I refinanced the mortgage rather than the value of my home at the time I purchased it. As such, the MIP will remain for several more years due to me refinancing the loan which should have been disclosed when I made the decision to refinance. My home value has increased substantially during the past couple of years as the housing market has recovered ; however, this is not reflected in my L'V that is on record with Nationstar XXXX Apparently it is up to the me to have my home re-appraised a and then wrangel with Nationstar to change the L/V so it reflects current market conditions. I have had difficulties getting responses to my questions regarding my escrow account and the mortgage insurance, all I get is form letter indicating their research department will get back to me. This mortgage insurance nonsense is ridiculous and puts an major financial burden on the consumer. I 'm sure it came about as a result of all of the mortgage defaults during the " great recession ''. Bottom line is that Nationstar, and other lenders for that matter, need to be more transparent and forthright regarding mortgage insurance like they are for the loan principal, mortgage interest, property taxes and property insurance. Bottom line is that they do n't want the consumer to know how much they are charging for mortgage insurance as it is simply money in their pockets! They need to me more responsive and clear regarding inquiries to this matter and provide assistance to reach a solution that is satisfactory to all parties, especially the consumer. I will continue my quest to get answers regarding mortgage insurance and will not make the mistake of purchasing another home unless I can provide a large enough down payment to forego mortgage insurance ( housing mess probably would n't have occurred if banks would have required at least XXXX % down in the first place ). Hopefully, this complaint does n't fall on deaf ears
Company Response:
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2016-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX, I made a normal payment of the due amount ( {$1000.00} ) for the XXXX/XXXX/XXXX due date. On XXXX/XXXX/XXXX, I was sent an escrow account statement showing an escrow shortage and a new monthly payment increase to cover the shortage of {$1200.00}, effective XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, I made a payment of {$1100.00} to NationStar Mortgage for the XXXX/XXXX/XXXX payment due date, forgetting that it had increased. Rather than notify me that the payment was {$110.00} short, NationStar unilaterally applied the {$1100.00} to principle and made no notification. This is apparently the normal business practice for NationStar. On XXXX/XXXX/XXXX, I made a payment of {$1100.00} to NationStar for the XXXX/XXXX/XXXX due date, again forgetting the amount had increased, and having not received any messaging about an issue with the XXXX/XXXX/XXXX payment. In this instance, the {$1100.00} was held in suspense and not applied to anything. On XXXX/XXXX/XXXX, I received a letter stating my loan was past due and I owed {$1300.00}. On this day, I called NationStar and discussed the issue with a loan specialist. After discussing issue and chain of events, the loan specialist reversed the {$1100.00} payment from XXXX/XXXX/XXXX, applying it to the XXXX/XXXX/XXXX payment and unsuspended the XXXX/XXXX/XXXX payment applying it to XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and then I paid the missing amount of {$230.00}. During that call, I discussed the issue of credit reporting that I was delinquent, when I did in fact make a good faith payment, even though it was short. The loan specialist and his supervisor made the statements that they could do nothing about it and it would be reported to the credit bureau 's. In fact, they reported a delinquency to the credit bureau 's, effectively dropping my credit rating significantly. My complaint is two-fold : First, NationStar unilaterally applied an {$1100.00} payment to principle without notification, when it was clearly short. I should have been notified or consulted. Then on XXXX/XXXX/XXXX, instead of applying the incorrect {$1100.00} payment to the loan, it was put in suspense, again unilaterally, with a notification made by letter 11 days later. If the XXXX and XXXX payments had been applied to the loan payments, {$1100.00} for XXXX and {$1100.00} on XXXX, the XXXX/XXXX/XXXX payment would have been covered and I would not have been over 30 days late. While the incorrect payment was certainly my mistake, I clearly made good faith efforts to make payments, on time, to NationStar. I also have no history of late payments, much less a delinquency. The damage this has done to my credit could have been avoided and seems unfair. I am seeking to have the delinquency removed. If the company would have communicated more effectively and had applied the payments I did make to my benefit, rather than theirs, my credit would still be intact.
Company Response:
State: MN
Zip: 55430
Submitted Via: Web
Date Sent: 2016-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a modified loan serviced by XXXX. For the most part of the life of my loan, I have always made my payments except for the months of XX/XX/XXXX through XX/XX/XXXX, when I was seeking a loan modification. At the time, I felt the balance on my property was way less than the market value and secondly, I was barely meeting my financial obligations due to other debt burden. I would like to say that for a period of 4 months I was put on a trial period where I was paying just enough for the Mortgage interest and escrow until the Loan modification is done. At the time of the Loan modification, it was explained to me that any outstanding payments was going to be rolled into the principal balance for a 40-year term. Looking at my statements, there was never a time where my escrow was not paid. My escrow payments for the past two years when added up, averages close to my property taxes and home insurance payments made by my mortgage company for the same period. About 3 months ago, XXXX transferred my mortgage to NationStar Mortgage. Just this week, I got a letter from NationStar Mortgage that my monthly payment has increased from {$1700.00} to {$2600.00}, an increase of about {$840.00} ( about XXXX % increase ) starting from XXXX/XXXX/XXXX. According to the notice, the reason for the increase, was due to a shortage in my Escrow for the amount of {$10000.00}. When I called NationStar Mortgage to inquire about the shortfall, I was told that the shortfall was a transfer from XXXX. I contacted XXXX and I spoke to one of the representation, I could not understood his explanation. I requested for statement history for my account and I was sent a file containing the statement that was so full of payments and reverse payments and adjustments that is pretty hard to understand. For me the timing could not have been worse, as I have been unemployed for the past six months. I am barely trying to stay afloat financially until I get a job. I would appreciate it if you can advise me on how to proceed with this issue or direct me to any organization that will be able to assist me. I have attached a copy of the letter and the statement that was sent to me by XXXX.
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2016-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No