Date Received: 2016-02-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was purchased from XXXX in XXXX XXXX. I was asked to setup an automatic payment for {$1100.00} to loan, XXXX with XXXX XXXX XXXX. Nationstar used a canceled check and made another request to XXXX XXXX XXXX to loan XXXX for {$1000.00} that I did not know about. Payments for XXXX continued from XXXX/XXXX/XXXX for XXXX payments stoping XXXX/XXXX/XXXX for a total {$9000.00}. All the while the other loan account was removing funds for {$1000.00} starting XXXX/XXXX/XXXX thru XXXX/XXXX/XXXX. I found out that the account requested was not even a real account when I questioned Nationstar customer service. All I asked for was a refund of the funds from the non-existing account totaling {$9000.00} and leave my " real '' account # XXXX alone with auto-daft for payments. What has occurred, NationStar has sent a check for {$8800.00} saying that is all they owe me from the non-existing account XXXX. Also, someone from NationStar dropped XXXX ( XXXX ) payments from my real account XXXX from XXXX XXXX, XXXX XXXX and XXXX XXXX, then placed my account in default. This actions was just before the holidays in XXXX XXXX. Now I can not get return calls and we are totaling what is owed now at {$12000.00} to me. I have taken my personal funds and brought my true account paid thru XXXX XXXX, but I can not set a auto payment until this problem by NationStar is completed. I will not accept the check, since it is far from what is owed. XXXX XXXX XXXX is tops on my list! They have stepped forward and helped me, but even they can not get satisfaction, even after sending all documents requested. Further, NationStar says they refunding funds ... but neither my account reflects nor does XXXX XXXX XXXX show receipt. NationStar will not send confirmation that funds were reversed but insist that they were sent. This has been going on since XXXX XXXX by me and XXXX XXXX XXXX. We can not get resolution, or now can not even get a call back. You help will be appreciated. XXXX XXXX, XXXX ( XXXX )
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-12
Issue: Disclosure verification of debt
Subissue: Right to dispute notice not received
Consumer Complaint: XXXX XXXX XXXX, NATIONSTAR, XXXX AND FINALLY XXXX ARE ALL VIOLATORS OF FDCPA AND DODD-FRANK ACT.
Company Response:
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2016-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-12
Issue: Taking/threatening an illegal action
Subissue: Sued where didn't live/sign for debt
Consumer Complaint: XXXX, XXXX & XXXX, XXXX, NATIONSTAR, XXXX AND NOW XXXX IS TRYING TO COLLECT A DEBT NOT MINE.
Company Response:
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2016-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I mailed my mortgage payment due on XXXX/XXXX/2016 on XXXX XXXX, 2016 to Nationstar Mortgage in XXXX XXXX XXXX XXXX California just as I have for the last 2 years. They are claiming they have not yet received it - when I called to discuss this matter I was placed on hold for over 10 minutes and then was disconnected. I can not get them to help me as I am convinced they have simply lost my payment.
Company Response:
State: MD
Zip: 20853
Submitted Via: Web
Date Sent: 2016-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have attempted to modify my mortgage loan since XXXX. In the last two years, I have repeatedly been asked to compete applications and submit supporting documents multiple times. Throughout the process I have been assigned to multiple loan specialists which has complicated the process. Last XXXX I was referred to contact Keep Your Home California due to negative equity in home and was told that Nationstar would be working with them to re modify my loan. According to Keep Your Home California, Nationstar refuses to re-cast my loan in order to receive XXXX Principal Reduction ( {$25000.00} from this to bring my loan current ). Additionally, Nationstar contacted me to have an in-house modification but denied me due to negative property value, only, not income issue. Nationstar has informed me that the only way they re-consider is if I write a complaint to them. My loan is currently in foreclosure with a sale date of XX/XX/XXXX that has been placed on hold.
Company Response:
State: CO
Zip: 92509
Submitted Via: Web
Date Sent: 2016-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Morning my name is XXXX XXXX I original mortgage was with Aurora. due to financial hard ship and loss of income I fell behind on my monthly payments. I contacted Aurora and explained my situation. They nstucted me to send XXXX to modify my mortgage for an affordable payment. They never did my home was sold on XXXX XXXX I have XXXX children and a XXXX mother. I received a letter from the newsletter mortgage lender. Nation star advising me to attend a workshop on XXXX XXXX which I did. I am XXXX of the victims from Aurora.
Company Response:
State: FL
Zip: 33897
Submitted Via: Web
Date Sent: 2016-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Received notice letters stating condominium insurance had expired, that no renewal certificate was received, and that force placed insurance would be purchased at likely higher cost. In fact, condo insurance had not expired and will be in force for more than 4 more months. Required me to spend time with my insurance company and then with Nation Star Mortgage ( NSM ) in order to straighten this out. Was told that their system failed to update. That can not be correct as there was nothing to update ( condo policy was XXXX XXXX - XXXX XXXX effective dates ). What bothers me more than spending 45 minutes fixing a non-issue, is how difficult NSM 's phone system was. Their system did everything possible to keep me from speaking to a human being. By the time I eventually spoke to one, he was very kind and ( eventually ) helpful. I pressed " XXXX '' over and over much to the automated system 's dissatisfaction. Should n't it be easier to speak to a human being?
Company Response:
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2016-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is additonal continuation of my current CFPB complaint ( XXXX ) On my current complaint, nationstar did not make my HOI payment despite my escrowing payment with them and no change to my HOI. Since that time, I requested they stop escrowing for my HOI and only escrow taxes. They made me submitt written conformation wich I did do. They called me on XXXX to confirm the did receive the request to escrow only taxes and had processed the request. Today I received my XXXX statment and they are still collecting for escrow of HOI. I have also been advised by my HOI company that I have been assesed a {$50.00} penalty for the lapse in HOU coverage stemming from Nationstar 's neglegence and not paying my HOI until I notified them it had not been paid. Their contiuing to bill me for escrow of HOI despite my written request they stop escrow of HOI is hurting my financially as they continue to demand that money every month eventhough I dont want it escrowed.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2016-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-11
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We want to sell our home through a credit qualifying assumption of our mortgage. We have called Nationstar Mortgage multiple times and they will not provide the fees associated with an assumption until we have a buyer. Their letter states that " Assumption fees, which will be disclosed on the Good Faith Estimate, will be assessed and are due at closing. '' How can I sell my home without knowing what the assumption fees are going to be? After an hour on the phone and talking with a supervisor they are only willing to provide with a guesstimate of {$2000.00} - stating that it will depend upon investor, servicer , county & state. They have all of this information now - why ca n't they provide me with a Loan Estimate or Good Faith Estimate? After being on the phone over an hour I was finally given 'some ' of the fees associated with an assumption. The only reason they gave me anything is I threated reporting them to the CFPB. If I were n't a Loan Officer and knew how to ask for the appropriate information I would never have received anything. I was verbally told that the fee is 1 % of the XXXX a {$20.00} credit report fee & {$100.00} doc prep fee along with applicable state & county charges. Why can they not prepare a LE to the seller?
Company Response:
State: OK
Zip: 73505
Submitted Via: Web
Date Sent: 2016-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Previous Complaint # XXXX ag. XXXX/Nationstar never resolved in that no dox ever provided as to loan ownership, assignments, or transfer of servicing rights. Additional complaint now set forth in attached dox as to NS accounting errors. Have demanded an independent audit of NS accounting practices and an audit of their errors in my particular case. Thx XXXX
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes