Date Received: 2016-03-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is my second time making a complaint against NationStar Mortgage. They became my servicer in XXXX XXXX ( it is now XXXX XXXX ) and immediately accused me of being late a payment. Not true, I contacted them about this and thought it was cleared up in XXXX XXXX. It actually was not cleared up so I provided them with the factual evidence showing I I was not late, but actually early with my payments. ( this evidence submitted several times to several different people ) They ignored factual, legal documents and continued to claim I was late. I decided to dig into my paperwork deeper to make sure I was correct, which I verified. I found a payment that had been made and deposited by the servicer but not applied to my account. I provided the actual evidence of this to NationStar. I thought that once this was shown to them that they would repair the damage, concede that I am correct, and we would be finished with this. However, that is not what happened. Instead, their response was that their accounting was correct and I am late. Even after providing them with proof that I am early, they are ignoring the factual history I guess so they can commit fraud by stealing a payment, stealing additional money in the form of late fees. By having the authority to file liens, foreclosure, etc ... they are attempting to blackmail and extort from me extra money. Additionally, my credit is unfairly damaged by their unwillingness to correct my account, so I am trapped in their company, as getting refinanced with my current credit rating is not an option. I understand this is just a reporting database, and that there is no action by this government agency that will stop NationStar from their illegal collection practices, which I imagine are commonplace in their daily activities ( not just me ). So what I can do is to let anyone who sees this complaint know that they should RUN AWAY from NationStar! Do not believe them! Their customer service is a complete fabrication, meant to convince potential customers that they are a responsible, above board company. Their research department is a fabrication. Faced with the choice between doing the right thing or doing the profitable thing, they will choose the profitable thing, even if it is illegal/unethical. This I can certainly prove. For me, I had no choice - my loan was purchased by NationStar. If you have a loan that has been purchased by NationStar, and you are able to refinance with another company, I urge you to do so! If they ever have an excuse to charge you additional fees or make false claims against you, legal or illegal, they will very likely hook you too. NationStar has shown me that, with no regard to ethical or legal behavior, they are committed to wringing as much money from their customers, legal or illegally, as they can. I am stuck with this horrible company, but you do not have to be. Benefit from my experience and stay away from NationStar!
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have had my family home foreclosed on but we do not know by who? The alleged Plaintiff, XXXX XXXX sent my a letter saying they did not do it and that they do have authority do so, but the court aloud it. The alleged servicer, Nationstar, did not initiate it either. Therefore, the law firm, XXXX XXXX XXXX, was not hired to file the foreclosure by neither party. Finally either party will show certified copy of note to verify debt, under UCC 501 or FDCPA. So, why are we losing our home?
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I would like to make a complaint about Nationstar mortgage. They purchased my mortgage from Nationwide mortgage in XXXX 2011 and immediately claimed that I was not making my payments. I never missed a payment. They claimed this until the end of 2011, even though I made every payment that year through electronic transfer. My lawyer told them that we could prove payment, but they did not was to hear it. They started the foreclosure process in XXXX 2011. My lawyer worked with the mortgage company directly and even worked out a short sale with them until they got a lawyer involved who told us that no short sale will be allowed and my lawyer had to stop all contact with Nationstar directly. For the next 2.5 years we tried to get this situation resolved but to no avail. The lawyer did not care about the proof of payment and kept telling my lawyer he never received the proof even though it was sent to him multiple times in several different ways ( the same happened with Nationstar when we send them documentation showing proof of payment ). Our lawyer then told us to try to get a government refi loan and claim bankruptcy, so we did. We filed all the paperwork for the new mortgage, had a specialist help us fill out all the paperwork ( he even told us that we should be approved ), but Nationstar denied the loan application saying that it was n't applicable for this situation. We even told them once again about never missing a payment and that this whole situations was started because of a mistake on their end, but they denied any claims we made ( even with the proof ). Now we are going to lose our home due to nothing we have done wrong, my lawyer has washed his hands of the situation saying that he ca n't work with this company, that they are the worst company he has ever had to work with. So please help us, we really do not know what to do now.
Company Response:
State: FL
Zip: 33405
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 Nationstar illegally withdrew from my checking account two mortgage payments illegally from my checking account. I had only authorized for one payment yet they took two payments which made my checking account go into a negative balance. Luckily my bank notified me in the same day which was very frustrating to resolve. In the interim i had contacted Nationstar to advise them of the problem and advising them of their illegal attempt to take more money from my account than authorized. After i had notified Nationstar their response was to freeze my checking account which does not allow me to make a payment for this month and forcing me to go further into default. The fact that i am not able to make my payment on line shows the ill will the lender has against me that is a minority. I am appalled and shocked that an error that was discovered to be " their '' fault has penalized me from making a payment for this month. In this connection, i was also charged a NSF fee and other fees on my loan that i think is unfair. I have also written to this lender asking them to provide me a breakdown of the XXXX 2016 mortgage payment to which they have refused to respond. I am asking that you please look into this incident as i think their treatment is very unfair. In closure, please not that this is also forcing me to pay additional fees as i am not able to use the online service.
Company Response:
State: CA
Zip: 91730
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-14
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I refinanced my mortgage with Nationstar XXXX 2015. At the time of refinancing I had {$1700.00} in my escrow account and they only gave me credit for {$870.00}. I asked the closing attorney ( which they supplied ) and he said they would probably send a check. I just received a bill from the for {$300.00} because of an escrow shortage. I called and spoke with XXXX and she says that that money was applied to something else however she could not tell me what. But that my escrow showed an overage and if they sent it to me i would just have to send it back to them. I asked her was it even legal to just disperse my escrow money as they saw fit. I have called several time and left voicemail messages for her ( XXXX XXXX XXXX ) but she will not return my call. So I have {$870.00} floating around somewhere. I was not told it would be used for closing cost as I was under the impression that I did n't have any.
Company Response:
State: GA
Zip: 317XX
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Again, I received a letter from Nationstar Mortgage on XXXX XXXX, XXXX dated XXXX XXXX, XXXX. In the letter they claimed that my HAMP Tier 1 and Tier 2 were declined based on XXXX eligibility requirements. Secondly, they claimed that I did not send them all the documents requested from me, and also I did not send them promptly. These claims are lies and not true. Every time they requested documents I faxed the documents to them ASP same day through the fax number provided in their request letter. I have boxes full of the documents faxed to Nationstar Mortgage. Attached are the XXXX letters I received from Nationstar, XXXX in XXXX XXXX, XXXX, and the other I just received in XXXX XXXX, XXXX. The reasons for the denial of my HAMPs Tier1 and Tier 2 are totally different in both letters. Attached are the XXXX letters. They are not consistent with the reasons for the denial of my HAMPS Tier 1 and Tier 2 modification. Also, attached is the letter I received on XXXX XXXX, XXXX for your perusal.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage payment of {$2000.00} was wired to Nationstar Mortgage on XXXX XXXX, 2015. My bank has confirmed the payment was made and received by Nationstar. Due to an incorrect account number keyed in Nationstar was n't sure where to apply the payment so they have said they returned the {$2000.00} to XXXX Bank. I have made numerous calls to XXXX Bank and as of XXXX XXXX, 2015 they have been unable to locate the money so have requested I ask Nationstar that they provide me the routing and account number of where the refund was sent. Nationstar does not seem to be able to or does not want to provide that information. After over XXXX in coming and out going calls and XXXX months later there is still no resolution. However, in the mean time myself and husband have been sent to collections over a payment that was made and received by Nationstar. I have always prided myself on making timely payments and keeping my credit in good standing. At this point I am frusterated and am not sure what else to do. I suggest you go to Nationstar victims or Nationstar bandits take a look at their XXXX reviews its very apparent I 'm not the first victim here. If needed I can provide very specific information of the people I 've spoken with at Nationstar, email correspondence records as well as in 5 days I will have from XXXX Bank copies of the XXXX way calls between Nationstar, XXXX Bank and myself. XXXX Bank has told me they have never delt with a mortgage company that is as difficult to deal with as Nationstar. Lastly in the " attachments section '' I have attached a time line letter I have sent to someone else who I 've reached our for help as well.
Company Response:
State: OR
Zip: 97005
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am an XXXX in XXXX and am submitting this CFPB Complaint on behalf of my client, a homeowner in XXXX, NJ ( XXXX County, XXXX ). My client owns a home on which he has an outstanding mortgage obligation - amount currently due is approx. {$440000.00}. The mortgage Servicer is Nationstar Mortgage LLC ( XXXX, XXXX ). Despite our efforts to obtain a mortgage modification, we have encountered extreme difficulty in dealing with Nationstar, the mortgage servicer. On XXXX XXXX, XXXX, my client submitted HAMP paperwork in order to apply for a modification ( previously, paperwork had been submitted on numerous occasions, but on each such occasion, Nationstar denied the application due to an alleged document deficiency ). Through our XX/XX/XXXX submission, Nationstar finally acknowledged our completed submission. By all accounts, my client should rightly qualify for a mortgage modification - his current mortgage outstanding ( including interest and fees ) is approx. {$440000.00} and my client earns in excess of $ XXXX / per annum. Furthermore, my client carries little to no additional consumer debt ( no car loan, little to no credit card debt, no student loans, etc. ). Despite this, in XXXX XXXX, Nationstar notified my office that my client 's mortgage modification application was being denied, due to various reasons, each of which was inaccurate and/or nebulous and without grounding in actual fact. On XXXX XXXX, XXXX, I filed a formal Appeal Letter with Nationstar in order to dispute its modification application denial, and in so doing, raised a number of questions and attached key supporting documents. To date, Nationstar and its counsel have failed to the substantive questions that I raised through the XXXX XXXX, XXXX Appeal Letter. These questions included, but were not limited to, inquiries on : ( i ) the ostensible owner / holder of the Note ( Nationstar is only the Servicer ) ; ( ii ) the additional expenses per DOJ guidelines used by Nationstar in bolstering its assertion that my client has negative debt to income due to various expenses ; ( iii ) a complete list of all expenses and corresponding amounts used by Nationstar when conducting its HAMP analysis as to my client 's eligibility for a potential modification ; ( iv ) a complete copy of my client 's Loan File ; ( v ) language in either the MHA Handbook or Nationstar 's Servicer Participation Agreement which arguably allows Nationstar to deny my client for a HAMP Tier II modification by unilaterally rejiggering the interest rate as though the ARM loan was current. At this stage, the situation calls for immediate oversight and assistance from the CFPB - earlier today, my client received a Notice of Sale in his mail from Nationstar 's counsel indicating a foreclosure sale has been set for XXXX XXXX, XXXX. I have advised my client of his XXXX ( XXXX ) statutorily mandated sale adjournments of two ( 2 ) weeks each. Thank you in advance for your time and attention.
Company Response:
State: NJ
Zip: 07701
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Ihave a prior complaint reference XXXX upon reviewing my credit report the nationstar recast department last year suspended and took my payment history funds and reversed THEM the trying to calculate the applied funds on the recast at different interest rate than the rate that was RECAST AND notarized. Now I have had late fees APPLIED that I had no knowledge AND ALSO XXXX 60 DAY LATES ON MY CREDIT REPORT I TALKED TO NATIONSTAR REP HE SAY H WILL TAKE CARE OF IT BUT I FEEL I HAVE CONTINUE TO EXPOSE THE SHADY DEALINGS THIS COMPANY ENGAGES IN THERE ARE NO CHECKS AND BALANCES
Company Response:
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-15
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: OBSTRUCTION OF JUSTICE, MISLEADING A CONSUMER, FALSE CUSTOMER SERVICE PHONE NUMBER ~ FAILURE TO MAIL MONTHLY STATEMENTS ... AND THEN THREATENING FORECLOSURE 2 WEEKS FROM NOW WHILE DOING ALL OF THE ABOVE AND MORE!!! I WILL BREAK DOWN THE HORRIFYING FACTS OBSTRUCTION OF JUSTICE ~ From day 1 of my discovery of loan fraud Nationstar has been committing numerous illegal acts. They have lied on the phone. They pretend to be helping when they are in fact being totally uncooperative and stalling. If it was not for the honesty and effort of XXXX in the middle of this unraveling ... both XXXX XXXX and Nationstar would still be denying all facts instead of merely stalling. There were numerous items INTENTIONALLY LEFT OFF THE HUD AND ESCROW DISCLOSURE MAKING THE PAYMENT APPEAR LOW TO ENCOURAGE A REFINANCE. We discovered it when our payments went insanely high despite paying all of them on time. Proof of HUD/Escrow fraud attached. MISLEADING A CONSUMER ~ Countless and nonstop. Illegal things said on the phone and in writing like " we have no idea where this loan came from, we have no record '' ... which is both insulting and a lie. The fact that they have it as a universal corporate script proves they have no regard for consumer rights or basic law. It is their business plan to profit from fraud whenever and wherever they can. FALSE CUSTOMER SERVICE PHONE NUMBER AND EMAIL ~ In a new corporate low you can call the phone number on the attached sheet but there is no way to dial and leave a voice mail for that extension. Emails and Fax were the same way, never responded to. Requests for supervisor intervention, never, ever, ever heard back. They intentionally abuse the consumer which is the most disgusting trait a company an have. FAILURE TO MAIL MONTHLY STATEMENTS ~ WE HAVE NOT SEEN A MONTHLY STATEMENT ALL YEAR!! They continue to " investigate '' the file which is a fancy word for they do n't care about the law or people and they are stalling. They have already stalled 9 months plus. If they make it just 2 more weeks they plan on taking the home. If the loan payments presented were factual and not an intentional fraud, we are paid months ahead and they owe us money. By committing fraud on their end, they commit the illusion of nonpayment on our end. Sick. Subhuman. I have no words to describe it accurately. THREATENING FORECLOSURE 2 WEEKS FROM THIS DATE ~ Instead of following the law and rescinding the loan due to fraud we have already proven, we get this statement today plus a certified letter waiting, telling us they are foreclosing. 90 days with no monthly statement and then this letter attached. Although they did not send any monthly statement for us to pay this year they were polite enough to send a stalker by to photograph our home and a kid stopped by to hang a " call the number we never answer '' flyer. THESE PEOPLE ARE CRIMINALS ~ HOME THEFT IS THEIR BUSINESS PLAN ... PLEASE PLEASE PLEASE HELP ALL OF US I have dealt with countless corporations and I have never seen this level of disregard for basic law on American soil. I am a rare one with the knowledge to fight back. There are XXXX victims ... possibly XXXX if you go back in time and open all of their dealings. I recommend you expand the previous investigation for not negotiating short sales and add intentional theft and intentional fraud. Home theft is their primary business plan. XXXX XXXX and XXXX are also guilty in this shell game they all seem to play. Collectively, you have very bright people working together to intentionally defraud both U.S. Government Insurance programs and consumers. Later they profit from the illegal theft and illegal sale. They work together to write more misleading loans and they will insert more fraud if they can sneak it in. They wo n't even concede this XXXX, single loan when they are cornered by the CFPB. That 's scary! HELP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2016-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes