Date Received: 2016-03-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I lost my job 4 years ago, so I tried to get help with a Hamp loan modification. Nationstar told me I was not in enough hardship and denied the modification. I had to file bankruptcy so I worked XXXX sometimes XXXX jobs to make my over {$700.00} house payments. I could not miss payments because of my bankruptcy. Now I tried again to get help because I ca n't find a part time job any longer. Again I was denied because not enough of a hardship. XXXX paycheck does n't even cover XXXX house payment. If XXXX or hamp is a federal program, why ca n't I get help now instead of when I get deeper and deeper in debt. I am XXXX XXXX XXXX old, and only have XXXX years on my loan. So what am I suppose to do?
Company Response:
State: KS
Zip: 665XX
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: Application, originator, mortgage broker
Subissue:
Consumer Complaint: XX/XX/2016 I called Nationstar mortgage, my servicer, to apply for a mortgage based on a solicitation I received. I spoke with XXXX XXXX at XXXX who accessed my current loan, which is now fully adjustable. I was interested in a HARP loan as my property is still underwater. XXXX wanted to pull my credit but I said before you do so I wanted to see if the rates were where I needed them to be as I has a bad experience with Nationstar the prior year ( more to come on that ). XXXX quoted 3.875 % on a XXXX ARM and 4.625 % on a 30 yr fixed based on my loan parameters. I said these rates were acceptable and that I wanted to apply. He said he would pull my credit, start the app, then call me back. XXXX mins later my phone rang and XXXX indicated my credit score was very high ; however, he misquoted the rate and in order to get 3.875 % I would have to pay XXXX points ( over $ XXXX ). This was not acceptable so I asked for his supervisor to call me back as I felt this was a bait and switch. If I knew that up front I would never have authorized hem to pull my credit as I did not want the inquiry. Note : the day I called the 10 yr bond was at a 3 yr low. The next day XXXX XXXX, the supervisor, called and said he listeded to the call. he apologized for his employees misinformation but could not offer me the 3.875 % rate. Again this was unacceptable as I would never had authorized them to pull credit if they told me the rate was with XXXX points. This is HARP loan and is supposed to help the consumer not extort them for XXXX points.. Note : my current rate is 3 % but fully adjustable and set to amortize over 20 years XX/XX/2016 The professionalism at Nationstar is severely lacking which is why I am filing this complaint. I attempted to refinance this same property last year, was locked in at 4.75 % with XXXX points and the loan was in process but the processor would not return any calls. She would just respond via e-mail.. I became frustrated and escalated to a supervisor who was not any better. The loan was being processed at XXXX. I did not have time for the back and forth e-mails as they kept asking for the same thing multiple times and would not call me to discuss. I never heard back from them and to this day I still have not received a disposition letter. With Nationstar being my servicer I have no other viable options for this HARP 2.0 refinance and I keep getting the run around from them. They need to honor the rate that was quoted as my payment is set to double this fall based on the letter I just received.
Company Response:
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2016-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: First of all thank you for responding my complaint, NATIONSTAR MORTGAGE LLC responded to me stating they do n't have anything to do with my loan due to the INVESTOR THE BANK XXXX XXXX XXXX own my property now.Nationstar Mortgage LLC. wanted me to informed CONSUMER FINANCIAL PROTECTION BUREAU about THE BANK XXXX XXXX XXXX address XXXX XXXX XXXX XXXX XXXX, XXXX, NEW YORK XXXX. TEL. XXXX XXXX XXXX XXXX Although Nationstar Mortgage LLC agreed they will be responsible for responding to any concerns regarding the servicing of the loan which include ; 1.Validation of debt in which untill now they did not respond to my request dated XXXX XXXX. 2.Forclosure process - I was sending documents Nationstar Mortgage LLC., last document dated XXXX but i was already forclose XX/XX/XXXX without giving me a notive.DUAL TRACKING. 3.Payment assistance and modification-I was denied every time, not giving me a chance and I did try my best to make up payments. Again NATIONSTAR MORTGAGE LLC adress XXXX. XXXX XXXX, XXXX TEXAS XXXX, telling me we have to deal with THE BANK XXXX XXXX XXXX.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2016-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I found out that on XXXX XXXX XXXX that my home was going up for auction on XXXX XXXX, XXXX. I had tried working with nationstar ( the company holding the note ) to work on a modification. My ex-husband XXXX XXXX XXXX XXXX put XXXX in place in XXXX and I paid on it through XXXX and XXXX until XXXX/XXXX/XXXX. I had made a verbal agreement that he would pay the XXXX payment of which he did not. By the time the bank informed me about no payments on the house I was XXXX payments late. I did not have almost XXXX to give them so I asked if I could do a modification since I was the XXXX that had been paying for the house for the last two years. I was told no XXXX XXXX would have to do a modification because my name was not on the Note of Mortgage. But I found out on XXXX/XXXX/XXXX that my name was put on the mortgage note in XXXX in book XXXX page XXXX. My ex-husband did the modification by himself in XXXX of XXXX recorded in book XXXX page XXXX. I asked Nationstar at the time because we were seperated and I intended to purchase the house from my exhusband if I needed to fill out a modification myself. I was told no the house note was only in my exhusbands name. Upon being served by the lawyer holding the auction on my home I found out that in XXXX when we remodified my loan with XXXX my name was put on the note without my signature or consent, and also on the note with my consent. I did sign a note in XXXX due to the lawyer stating I was signing my name just to the title not knowing it was the note, but we refinanced in XXXX and NEVER signed the note, but the lawyer rolled the mortgage over with my name on it without having me sign the note. I removed my name from the deed on XXXX because the bank I was working with to purchase the home said I could not purchase something I technically already owned so I removed my name from the title for purchase. This is when I found out that there was over another XXXX dollars worth of liens on my home and the bank backed out and found out that my name was on the note for a second mortgage of which I had no clue exsisted. Both my exhusband and myself had put a second mortgage on the house in XXXX through XXXX credit, but that was paid off by myself in XXXX in full. I just want to purchase my house, cut through all the wrongs that have been committed to me and keep my house. I have every piece of paperwork, but cant not attach over XXXX pages to this. If you want every piece of my mortgage from the original purchase date of XXXX I can and am more than willing to do this. I currently have no clue who owns my home other than XXXX that purchased it back at auction for XXXX. I know that by putting my name on a document I did not sign is not legal, so I would like to know were I am to go and what I am to do to keep my home. I have now been given a bill saying that XXXX XXXX XXXX XXXX ( XXXX ) owns my home and that the breakdown of money goes at they purchased the house for {$150000.00} but principal, interest and XXXX charges and escrow was {$240000.00} and foreclosure fees and costs is {$7300.00}. I do not feel I should be responsible for this.
Company Response:
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2016-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-03-12
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Nationstar Mortgage is the servicer of my mortgage. They have been sending me emails soliciting me to refinance. These emails state that my " rate will adjust in XXXX ''. While I do have an ARM loan, it is a 5 year arm originated in XXXX -- my first rate adjustment will not be until XXXX.
Company Response:
State: VI
Zip: 23233
Submitted Via: Web
Date Sent: 2016-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When I printed out my 2015 Mortgage Interest Statement for my taxes, it included a Mortgage Insurance Annual Disclosure which explained my options for removing my PMI. I then followed up with the call center which conformed that if I had 80 % equity that the PMI would be removed, I would have to do another home appraisal from the lender. After the home appraisal, I had to contact the call center and also write to the company for the appraisal amount and also to see if the PMI got removed. The agent on the phone told me it has been removed, when I asked why my payment did n't change. I was placed on hold and then informed that the PMI will not be removed. I sent another letter contesting the results because that 's not what I was told or read, the bank is also advising me that I 'm responsible for the home appraisal after they told me that I ca n't remove the PMI two years. I will have the 80 % equity in my home within a few months and it should be removed as agreed. The bank is telling me I need 75 % now, different then what I printed and was told? They should n't advise there customers to spend money on an appraisal then send a letter saying you ca n't do anything for two years.
Company Response:
State: NV
Zip: 89074
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am writing to complain about an reoccurring issue with Nationstar. In XXXX 2015 I paid my mortgage through the Nationstar payment system an deceived a confirmation. Later, I received notice that I had been reported 30-days late on my mortgage hen I had in fact paid it. Later after speaking with a Nationstar representative I was told that they had never received the payment and that there appeared to me a problem with my account. I have used this account on previous occasions without issue, but Nationstar stated that they had to research the issue, but after three months I have not received a response to my inquiry. Currently Nationstar is reporting my account as 30-days past due and it is severely impacting my credit. This is the second time this has happened with Nationstar within a year and I am eager to get this removed from my credit so that I can re-finance my mortgage through another lender. Any assistance the CFPB can provide me would be greatly appreciated. Best Regards
Company Response:
State: DC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar evaluated our escrow account, using only 6 months of taxes, due to a XXXX refinance XX/XX/XXXX ( Refinanced through Nationstar ). Now they doubled my escrow requirements from {$3300.00} a year to {$5600.00}. They are now projecting that our taxes will increase by more than XXXX % in XXXX, because of their incorrect information. I 've submitted tax records from XX/XX/XXXX-XX/XX/XXXX. Our taxes have never increased more than XXXX % since XX/XX/XXXX. They are telling me their projections are correct and will not adjust anything.
Company Response:
State: MD
Zip: 216XX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage continues NOT to notify us of escrow increases. Nationstar does not provide us billing statements nor allow us online access to our account. In XXXX, we had an escrow increase with No notification, and then we received a XXXX XXXX court notice of foreclosure by Nationstar. This tactic appears to be " predatory : to me. They can not provide : coupons, billing statements, escrow changes, late payment notifications, online access XXXX to all clients ) but they can notify the XXXX XXXX Court of intent to foreclose. XX/XX/XXXX we took the initiative to contact Nationstar and found out there was another escrow increase. Since we did not receive notification, I would assume the same process would have started all over again. Even though we were vindicate in XXXX XXXX court, Nationstar 's inadequate processes of processing payments negatively impacted our credit score.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Making payments to my mortgage lender has been XXXX, time consuming and virtually impossible since my loan was transferred to Nationstar in XXXX XXXX. Payments were claimed to not have been received, in XXXX XXXX and again in XXXX XXXX, only to find that the funds were received and not allocated ( for XXXX, incorrectly ; for XXXX, not at all ) after months of investigation and additional external resources employed my myself. It is because of these events that my account has shown delinquency and additional fees, which I can not afford. I have made many documented attempts at aiding in resolution, providing documentation and persistent escalation of the errors, which has not led to complete resolution for either of the above mentioned events. As a consumer, I lost the option of refinancing due to the inaccuracies by Nationstar, claiming I was delinquent, and I did not have any additional avenues to dispute the continuous events of sending money that was not getting applied to my account. While it may not have been the desirable approach, I chose not to continue sending funds to a company that was claiming to not receive nor return the funds until the outstanding issues were resolved. I also filed a complaint with the better business bureau as well as continually sent requests to Nationstar. In XXXX XXXX, I received a foreclosure notice due to non-payment, although Nationstar had not fully corrected it 's error from the XXXX payment ( I sent additional funds directed to be applied to principal, Nationstar claimed non-receipt until XXXX, then applied the funds to a normal monthly payment and held the overage until returning it by check in XXXX XXXX ), and was still claiming non-receipt for the XXXX payment ( funds sent to concede the XXXX application error and remain current ). I provided bank statements and documentation to both Nationstar and the attorney processing the foreclosure, to only end up having to take time from work to reply to court documents, attempting to find counsel and continue with communication attempts at resolution. I was advised to apply for modification after so many months of non-payment and non-resolution had passed, which I attempted to do through Nationstar, however Nationstar continued to make it impossible : to speak with the ever changing dedicated loan specialist, did not reply to any emails sent, again claimed non-receipt, unable to read the document, sending the incorrect document ... - this time of the modification paperwork. Nationstar 's only resolution was a single full payment, including legal fees for reinstatement, claiming if I sent anything less it would not be applied. While I have the ability to pay my monthly mortgage payment as agreed, I do not have the additional funds to pay for late fees, legal fees or a large portion of my mortgage all at one time. Since XXXX, my job has eliminated my regular overtime, I have become a XXXX XXXX XXXX in addition to my full time job, and I have XXXX young children that have started in a school that I must pay tuition for. I am a XXXX mother, working full time and a XXXX. I want nothing more than to remain in my home, and plan to continue pursuing all avenues to achieve that including resubmission of a mortgage modification with the aid of XXXX XXXX XXXX XXXX, submission of this complaint to the CFPB and any other possible routes that are available to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2016-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No