Date Received: 2016-02-11
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX See attached previous CFPB Complaint and supporting documents. We submitted a full-asking-price offer on XXXX/XXXX/15. ( yes we have been working on this with Nationstar for MONTHS ) Nationstar refused to consider the offer ( the offer with the pricing they required ), and instead forced the property through the AUCTION HOUSE THAT THEY DIRECT AND OWN. Nationstar ran this thru the auction AGAIN, there was no winning bid AGAIN, and now they are REFUSING to consider the offer of the buyer that has ALREADY COME UP TO THEIR ASKING PRICE. Why is the offer that we submitted not being looked at? This house is in a drug infested neighborhood. Our buyer even offered what their last XXXX came in at. Their own auction company cant get a buyer. It 's obvious what they really want is to just collect the 5 % fee and ensure the property goes to their group of shill buyers. They do n't care about their own investor or the client they are supposed to be servicing. Nationstar has been defrauding their investor since XXXX when they were presented with an offer that met their value. If Nationstar comes up with a 'new value ' it is only to cover for the fact that they are trying to wait long enough to find a buyer through their fraudulent auction process so they may profit the additional 5 %. WHEN IS THEIR ILLEGAL AUCTION-AND-POOL-OFXXXX GOING TO BE INVESTIGATED AND SHUT DOWN?
Company Response:
State: CA
Zip: 92021
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 modification,collection,foreclosure
Subissue:
Consumer Complaint: First, my home mortgage was involuntarily by XXXX XXXX XXXX to Nationstar Mortgage. Nationstar Mortgage has no convenient payment methods available to their customers without a fee and they are located out of Illinois, where I reside. I made my monthly payments. After making my XXXX payment, I received a letter and a notice for a certified letter from Nationstar Mortgage. The letter stated that I was two ( 2 ) months past due and that I owed a total of nearly {$2500.00}. Well, after seeing this I went to the online account information and discovered that my monthly mortgage payment had increased in XXXX 2015 to {$1000.00} and some odd cents. In XXXX I had sent my normal payment of {$840.00}. I called them right away to find out how they could be missing my payment when I had proof that the {$840.00} was withdrawn from my account. I was then informed that my account was short {$210.00}. 12 and that 's why they had n't applied it to my mortgage payment. Customer Service explained that they held the payment and they were trying to contact me. I have my number on file my email address on file and I receive mail at my home and my mailing address and it took them over 30 days to notify me my account was missing two ( 2 ) increased payments. I immediately contacted XXXX XXXX because I was already nearly {$2500.00} dollars delinquent and it was already the end of XXXX. When I got my member file together and spoke to a XXXX representative, the representative listened to my story and contacted Nationstar to try and clarify why the monthly mortgage payment had increased. She discovered that my Escrow had increased. Well, this was surprising because my property taxes had decreased for this year. I think the insurance payment remained the same. I telephoned the Nationstar Escrow department and I was told that XXXX XXXX XXXX allows a Mortgage Loan client to have a negative Escrow balance and that they passed off the loan from XXXX XXXX XXXX with a negative Escrow balance, but Nationstar does not allow for a negative Escrow balance. Well, again my loan has been caught in a trick bag. Nationstar, also reports that the loan in ineligible to drop the PMI because my payments have been more that 30 days late. All of this has been error after error by XXXX and Nationstar. These mortgage lendors are dealing in unscrupulous practices that need to be investigated.
Company Response:
State: IL
Zip: 611XX
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX of XXXX, I attempted to have the PMI removed from my home mortgage loan held by NationStar Mortgage. The whole process was extremely taxing and time consuming. I was passed from one person to the next, phone calls were not returned, and all communication came from my instigation. It took me over 4 months to get through the process, having to repeatedly provide paperwork and submissions that I had provided previously in the process multiple times. This only happened because I called repeatedly and was incessant about getting this removed. Once I finally was assigned someone to help me, he continually lost paperwork, claimed I did not follow procedures ( which I did to a tee as I was being told by him directly ) and consistently was not contacted when the rep said he would. My particular customer service rep was XXXX XXXX ( XXXX ). He handled the process of having the PMI removed once I was able to get someone to take ownership. I followed all of the steps outlined and in the end was told by XXXX that the PMI was successfully removed. I was told on XXXX/XXXX/XXXX that the appraisal provided had been confirmed and that a request had been sent to the escrow department for an escrow analysis to be obtained. From there, after not hearing back from him as I was told I would, I left 4 messages between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX, finally speaking with him and getting his confirmation that the PMI had been removed from my loan and that my new payment would be {$1200.00} ( {$930.00} of which would be to the principal ). XXXX told me on XXXX/XXXX/XXXX during our call that my new payment would be in effective as of XXXX XXXX. I should note that I was in Chapter XXXX proceedings at that time, however the mortgage was kept out of the BK process, and therefore no payment has ever been sent from the Trustee assigned to my case. From XXXX XXXX - Current ever payment of {$1200.00} has been sent on time and NO notification that I have ever been late or short has ever been sent or provided by NationStar. Fast forward to XXXX XXXX. I began the process of attempting to refinance my home in order to take some equity out and payoff the BK as well as to make some home repairs. When our lender attempted to get a payoff on the NationStar loan, we were told that I am in arrears, and that the loan is not current as the payment per month is {$1500.00} ( not the {$1200.00} that my rep, XXXX XXXX, had quoted me ). After another SEVERAL hours on the phone ( all documented with time stamps ), I have been told that the escrow analysis was never run and that my payment has been short every month since XXXX, the amount of the PMI. They further stated that I will have to come up with an additional {$2500.00} to cover the shortage and that once the loan is purchased/paid in full, I would receive a refund check in that amount as they show in their system as " pending funds. '' I finally reached XXXX XXXX ( the original rep I worked with to have this removed ) and ask how this can since he told me that the analysis was run and gave me the amount of the new payment? Needless to say that was over a week ago. He submitted for the escrow analysis XXXX/XXXX/XXXX, had it returned XXXX/XXXX/XXXX, and said my new lower payment of {$1300.00} would start XXXX/XXXX/XXXX. However, after much discussion and noting his mistake, I demanded resolve in showing my account as current through XXXX XXXX as I was making the payment HE quoted me. He said he would get it resolved and call me with the solution - that was XXXX/XXXX/XXXX. I have called and left 8 messages since, and not received ANY communication or call back. During this process I ask " If my payment was short ( which it was n't ) - why was I never notified of that? '' The response I received was that no written documentation is sent to people that are currently in Chapter XXXX BK proceedings, regardless of account status. So, I currently sit still with NO answers.
Company Response:
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We were in a hardship keep your home California approved us for XXXX keep your home California send a check to Nation Star with the letter attach stating that XXXX XXXX XXXX is in a hardship to lower our mortgage payment nation star received the check on XXXX XXXX, XXXX on XXXX XXXX XXXX they made two payments for XXXX and XXXX and the amount of XXXX they were instructed to do a RECAST which means our payments would go down that process is only supposed to take 30 days we are now in XXXX still no recast that process is only supposed to take 30 days we are now in XXXX still no re-cast I have talked to so many people in customer service and supervises and all they 're doing is giving me the runaround my mortgage was due on XXXX XXXX, XXXX and they still have not provided me with any information regarding my mortgage I am very frustrated keep your home California approved us because we were definitely in a hardship and all Nation Star did that money was made two payments and at that time we was not late we have never been late and our count has never been in delinquent those two payments they may was not authorized by me or my husband they took it upon themselves to do what they want with the money and now they 're taking their time doing the recast husband they took it upon themselves to do what they wanted with the money and now they 're taking their time doing the recast nation Star supervisors have gave me extensions and promised they would call me back what a day I still have not received any phone call from no one from Nation Star is like they are taking their time with that amount of money it should not take that long time I was informed that it only takes 30 days is taking more than 30 days I have emails and I also have a document from Keep Your Home California stating that we have been approved and then Nation Star should send us paperwork so we can do the re-Cast at this point I do n't know what to do my hands are tied this is my first home my husband is a retired military out of the XXXX XXXX and I 'm just so frustrated that they can just do people in you kind away and they just do n't care I do not want to lose my home considering is my first home I talked to the supervisor name XXXX XXXX XXXX she has emailed me but she has n't got any where they having gave her an update on the situation in hand I 'm typing this letter hoping you can really help me I 'm lost for words my hands are tied nation star just does n't care when I call I got names I got extensions I had three supervisor promised me they will call me back still waiting on those calls it 's like they do n't care and I truly wonder you know if they were in my shoes what would they do we 're talking about my first home we purchased XXXX XXXX I do not want to lose my house but at this point I do n't know where I can turn I am not getting anywhere with Nation Star they give me the runaround they say things that I know it 's not true just to give me off The phone and I really hope you guys can really help me get in contact with Nation Star because this is truly not a laughing matter this is my home and they do n't care I know for fact it was against the law to make those two payments because we was not late we was current I think I mentioned before we have never been late when they receive the money they also receive instructions what to do they just made two payments like they just did n't care it was a letter XXXX to the check ..!!! The company name is Nation Star and they are out of XXXX Texas XXXX XXXX XXXX XXXX XXXX I hope you can really help us thanks for your time
Company Response:
State: CA
Zip: 94589
Submitted Via: Web
Date Sent: 2016-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I went to XXXX for help with my mortgage because I fall behind with my payments, XXXX, tried to contact Nationstar mortgage for the past 3 weeks, to find the full amount of payment and got no responds .the representative from Nationstar would not return my phones nor the calls XXXX XXXX when I spoke with XXXX XXXX .said he has been missing calls from myself and from XXXX representative he also tell me that I would have to pay lawyers fee but told XXXX that persons from Pennsylvania do n't pay the attorney fees this is how Nationstar mortage conducts their business. after witing them a letter of hardship 6 months ago .finding that they have no intention of working with me. my counsel that they no allow anyone to pay back payments on a 60 month payment only 12 month payments. now I 'm at my wits end ..
Company Response:
State: PA
Zip: 19104
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sold my house and paid off the mortgage ( through the title company ). The mortgage company will not return my funds remaining in escrow. {$1200.00} Nationstar Mortgage
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX XXXX XXXX my mortgage was sold to Nationstar Mortgage. On XXXX XXXX XXXX I sent a letter of financial hardship to Nationstar describing the fraudulent circumstances that were induced upon me at the signing of my closing documents. On XXXX XXXX XXXX XXXX XXXX XXXX of Nationstar replied to my complaint to both Nationstar and the CFPB by stating simply, " We have conducted an investigation, and it was determined the error asserted within your correspondence did not occur on the account. Please be advised Nationstar can not attest to the prior servicer 's actions, including their origination, underwriting, or lending processes. XXXX XXXX then threatened me with the full impact of the sales contract stating, " we will continue to service the loans in accordance with the valid, binding documents that you signed at the time of origination. '' I replied to both XXXX XXXX XXXX XXXX with citations and an Error Resolution Notice under 12 C.F.R. 1024.35. I then supplied additional documentation from the XXXX XXXX XXXX XXXX XXXX in addition to two separate professional opinions of the site description on the property for a re-assessment of my complaint. XXXX XXXX of Nationstar contacted me in XXXX of XXXX to say that my case had been escalated and they would be conducting their own internal investigation into the fraud allegations. XXXX XXXX contacted me shortly afterwards and told me the internal investigation confirmed my fraud allegations after escalations reviewed my case in detail and they would then approach XXXX XXXX with their findings. On XXXX XXXX XXXX XXXX XXXX XXXX XXXX e-mailed me with the decision of Nationstar to fully enforce my mortgage contract despite the open records documentation of the fraud that has been confirmed and supported when initiating and servicing my residential mortgage contract, XXXX XXXX replied to my complaint saying there is nothing he can do for me. Specifically XXXX XXXX replied saying, " They realize an error was made '' however as they are not the investor they can not help me further and will enforce any and all contractual obligations that have been imposed upon me by the now defunct XXXX XXXX XXXX that was put out of business by the FBI for fraud in XXXX. I am XXXX and my XXXX was established in XXXX. As we are associated with the XXXX my business has survived however as of the XX/XX/XXXX and more recently for all of XXXX I am no longer able to receive a paycheck and my savings has depleted to the point of desperation. I am seeking a Loan Reduction to equate to the value of equity that was and still is being grafted from me and my family for the remaining balance of this loan. XXXX excessive taxas, closing costs, etc.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Nationstar Mortgage has not filed a release on a mortgage. I have tried to call several times to be told it is done ( county has confirmed it has not been done ), I have been hung up on and refused to be transferred to a manager. The loan was paid off in XXXX and is now out of compliance with the release guidelines.
Company Response:
State: KS
Zip: 66215
Submitted Via: Web
Date Sent: 2016-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-02-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar is the servicing bank : has held homeowner in extending processing, and not evaluating documents properly. Homeowner has submitted the RMA requesting modification. Homeowner has been denied by the service'r on XXXX/XXXX/XXXX. Homeowner is formally appealing the denial based on errors in home value, income, DTI and LTV Loan to Values used by the services in the denial of the RMA application. The service'r has commenced double tracking while homeowner was acting in good faith under the DOJ/XXXX States Attorney Generals Agreement : the National Mortgage Settlement Agreement. The servicer ' is discriminating against homeowner claims, in a form of reverse discrimination ; holding the mortgage in extended processing, denying a loan modification while homeowner is qualified, lost documents when homeowner has already provided.. This homeowner, feels that her case has been unfairly treated for the following reasons : 1. No active single point of contact, constantly changing, when calls made to the single point of contact, routine routed to the collection department, never the same contact person. 2. A Single point of contact was assigned ; calls were made to the point of contact : the calls were never returned by the contact. Calls returned were from the collection department and never the same so called : " relationship manager ''. 3. The service'r has held the homeowner in extended process in bad faith, during which the value of property has c for 26 months from XX/XX/XXXX to XXXX XXXX. 4. On the most recent RMA application : all requested documents were provided as requested. Homeowner has confirmation via fax that documents were received by the service 5. Homeowner has made numerous calls ( 20 ) inquiring on status of application, as a foreclosure date has been set XXXX XXXX, XXXX ; calls were routed to next available agent, comments were : A ) wrongfully advised that documents were not submitted, or B ) documents were submitted, or C ) resubmit documents because d, or D ) the foreclosure date is set and homeowner is responsible for not providing the requested documents : these XXXX points are causing a state of confusion and terror to the homeowner. 6. Servicer started a double tracking procedure upon the notice of default. The foreclosure agent was aware of the loan modification in process, and moved forward with the double tracking anyway. This is a clear violation under the National Mortgage Settlement Agreement ; specifically double tracking while homeowner provided all documents under good faith. 7. Homeowner has contacted the foreclosure agent before the foreclosure sale : that the sale was extended to another 30 days. Service'r never advised homeowner of the extended sale date. 9. As of the above CFPB complaint date above, service'r has not advised or confirmation that the foreclosure date of sale is on hold. 10. Homeowner is in a state of fear created by the collection tactics by Service'r and or the foreclosure agent. 11. Homeowner was not advised of their HAMP/Department of Justice modification guidelines or options. 12. Homeowner was not provided the name of the investor as requested. 13. Homeowner was not provided a NPV Net Present Value Report to approve or deny the RMA application. The Banks ' failure to discharge their required loan modification obligations, during homeowner 's honest attempt to save their home from foreclosure. Homeowner is claiming mortgage processing discrimination in delaying processing : by overloading servicer 's processing agents with a case work load of XXXX cases as per agents statement : ( disclosed by relationship manager via recorded conversation, for training and quality assurance ). We formally appeal the loan modification denial. We request that a SPOC Special Point of C '' Contact be assigned to homeowner to assist in the new RMA application.
Company Response:
State: CA
Zip: 95472
Submitted Via: Web
Date Sent: 2016-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-02-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX I applied for & was approved for a loan modification with XXXX XXXX XXXX. The terms of the modification said the loan was approved for 3 years. In XX/XX/XXXX the loan was sold to NationStar Mortgage Co. At the time NationStar acquired the account they immediately increased the mortgage payment citing that there was no record of any loan modification. I intern called XXXX & was told that they were unable to search any of their old records but that NationStar was responsible for abiding by the terms of the agreement. Since I retained copies of the original modification I then faxed the information to NationStar in hopes this would resolve matter. A short time later I received a phone call from NationStar stating that they would NOT adjust the payment & that it would remain at an unfair {$570.00} per month because their records did not reflect said modification agreement. The original modification was supposed to be in effect for 3 years in the amount of {$450.00}. After doing my own research it was determined that XXXX had never filed the proper paper work with the XXXX County Deeds Department. To my understanding these are both predatory lenders who take advantage of the elderly with poor business practices.There has been several class action lawsuits filed against these corporations. I believe further investigation should be done. As older adults on fixed income we should not be taken advantage of by people who prey on the elderly. If there is anything that you can do that can assist me in this matter I would greatly appreciate it.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2016-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No