Date Received: 2016-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was purchased by Nationstar Mortgage at the end of 2014. Prior to my loan being sold to Nationstar, I switched my home insurance from XXXX to XXXX XXXX. Upon receiving my loan, Nationstar used funds from my escrow to pay XXXX instead of XXXX XXXX. I have called them multiple times to correct the issue. On XXXX they finally issued a payment to XXXX just in time to prevent my insurance from lapsing. Unfortunately, they did so by using more of my escrow funds. I have asked them to work with XXXX to return funds to my escrow but they have refused to do so. They promised to fix the issue and call me back but have not done so. I have called them again, after the holidays and I am told that their call center is not open. I am sick and tired of playing on the phone with them. They sent money erroneously to the wrong insurance provider, the onus is on them to fix their mistake.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2016-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was approved for a loan modification through Nationstar in XXXX. I have made all payments on time as required. While recently pulling my credit report. I noticed they reported I am 90 days late. I called them and asked why and they stated under the modification loan, I am not paying the full amount. They never said this was going to be reported to the credit bureaus and it was never stated in the paperwork I signed. This modification has only saved me XXXX dollars a month and Nationstar will not remove it. I have disputed this with all the credit bureaus but I need Nationstar to cooperate as this is unfair and has destroyed my credit.
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2016-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received a letter from my new mortgage company XX/XX/XXXX stating my flood insurance policy had lapsed and I had 30 days to provide my new policy info or they would place insurance on it for me at a substantial premium to cover " their '' interest. I have owned the home for 29 years and have never purchased flood insurance before. I had a previous request from my original mortgage company XX/XX/XXXX so I had an " Elevation Survey '' done by a professional surveying company stating my home was in XXXX. Homes that are in XXXX do not require flood insurance and the issue was resolved. The new mortgage company said they would not accept the elevation survey but required a letter from FEMA. I started the FEMA process which stated could take up to 60 days. Around XX/XX/XXXX, I received a phone call from the mortgage company concerning the flood insurance. I returned the phone call and told them I was still waiting on FEMA. After the phone call, I made some phone calls and was able to purchase flood insurance ( although I live in XXXX and it should not be required ). I paid for the policy but was informed that it all has to go through the government and would take 30 days to go into effect. This means the original letter I received giving me 30 days to comply was " barely '' attainable even if I received the letter the same day they wrote it. It took the mail a few days to get to me AND I had to find insurance, purchase it and have it go into effect in that same 30 day period per the letter. On XX/XX/XXXX, I paid FEMAFLOODNFSIE ( a government agency ) for my flood insurance policy ( against my better judgement ) and both my insurance agent and I faxed them the policy application information as well as the proof of payment ( from XXXX totally separate fax machines ). On XX/XX/XXXX ( three days after purchase of insurance ), I received the letter from FEMA stating my residence was removed from XXXX and indeed was in XXXX I promptly sent this information via fax to the mortgage company and figured the situation would be settled one way or the other ( I " purchased '' the insurance policy AND I had the FEMA letter they requested saying I was in XXXX ). On XX/XX/XXXX, I received another letter from the mortgage company stating THEY put the flood insurance policy on my loan. Now I have XXXX unnecessary insurance policies for the same property!! I have faxed the information several times as well as emailed it three times. When I call to speak to a representative, I am told they did not receive anything concerning my insurance coverage and I need to fax it again. I re-fax it and follow up with more phone calls but they never receive anything.
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2016-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: NationStar mortgage purchased my loan from another servicer in XXXX 2015. I have never received a mortgage statement or any other mailing from them. Shortly after XXXX 2015, I realized that the mail was going to another address in my town. This neighbor initially brought this mail to me but became so frustrated with my inability to fix the address issue that they no longer provide this misaddressed mail to me. I called NationStar for 6 months starting in XXXX 2015 through XXXX 2015 to correct the address mistake, each time they assured me it was corrected. I also sent XXXX letters to them requesting address correction, but nothing was done. I have been at the same address for 19 years and I live at the property address that the mortgage is attached to. This is probably the most frustrating customer service issue I have ever encountered in my XXXX years on this planet.
Company Response:
State: IL
Zip: 60532
Submitted Via: Web
Date Sent: 2016-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Please see the email chain below in regard to my QWR request that was submitted to Nationstar Mortgage on XXXX/XXXX/XXXX. I received an acknowledgement letter dated XXXX/XXXX/XXXX and an extension letter dated XXXX/XXXX/XXXX. As of today I have not received a response to my request. Please consider this a QWR and see that I receive a timely response to my concerns and that my payment is updated to remove the escrow shortage. In addition, please confirm that a credit block will/was placed on my account during this time to prevent negative reporting as I have never had a delinquency reported for this or any other mortgage I have ever had. Although the information within the emails below are being forwarded, please respond to each concern and request with a written response. I would like to have a single point of contact to discuss the account and assist with rectifying this error. I am unable to make my mortgage payment online due to the incorrect/higher mortgage payment showing due. I would send a check in but I am sure that it would be applied to the escrow shortage that is incorrectly showing on the account and lead to additional problems. My contact information can be found in the email chain below. Thank you, XXXX XXXX XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX & lt ; XXXXXXXXXXXX & gt ; Date : Tue, XXXX XXXX, XXXX at XXXX Subject : Fwd : XXXX XXXX XXXX XXXX Escrow research request To : XXXXXXXXXXXX Please provide an updated status for the QWR that was submitted on XXXX/XXXX/XXXX. I received an acknowledgement letter dated XXXX XXXX, XXXX and an extension letter dated XXXX XXXX, XXXX. I have not heard from Nationstar by telephone, email, or mail with a response to my QWR research request. I would like to make my mortgage payment but can not do so online as the issue with the escrow shortage has not been rectified and I am unable to make my regularly scheduled payment amount that is less than the incorrect amount showing due that includes an escrow shortage. Please contact me or my husband XXXX XXXX by telephone, email, or regular mail as soon as possible so this matter can be resolved. In addition, please see to it that my payment history is not reported delinquent during the time the research request has been outstanding. XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX Loan # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX
Company Response:
State: PA
Zip: 15317
Submitted Via: Web
Date Sent: 2016-01-11
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I wrote to my mortgage company ( Nationstar Mortgage ) on XXXX XXXX, 2015 asking them how they determined that I needed to pay {$120000.00} to bring my mortgage loan current as I was allegedly in default. I also asked for the name of the entity which holds the note on my mortgage. In response I was sent a copy of something called a " previous servicer history '' and " Nationstar Mortgage history ''. Neither of these documents tells me how Nationstar arrived at the {$120000.00} amount demanded in its letter to me. In fact, the {$120000.00} figure appears nowhere in either of the histories. Furthermore, Nationstar 's letter only tells me who the " investor '' is for my loan. I did n't ask for the name of the investor but for the entity that held my mortgage note.
Company Response:
State: FL
Zip: 33404
Submitted Via: Web
Date Sent: 2016-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am trying to get my PMI removed and I have been dealing with Nationstar Mortgage. I have called several times to get the fax number or address and process on how to do this. They have given me several fake fax numbers so I finally had to send all of my documents ( Private Mortgage Insurance Disclosure that I signed ) and their form via registered mail. I have called several times since they received the documents. When I finally got through to them they told me that I had to wait for automatic termination. This is not what is stated on the PMI disclosure I signed. It states that I can request it be removed if I meet all the conditions and I do and my loan is at 80 % LTV. They keep giving me the run around. They are denying my rights and it is so clearly written in Black and White on a legal document that I signed.
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2016-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: For the past four years, Nationstar Mortgage used the funds I had set up in an escrow account to pay my property taxes and my homeowner 's insurance. However, for some unknown reason, they did not do so this year and I received a notice in the mail from XXXX XXXX stating that my property insurance was being cancelled due to non-payment by the mortgage company. That arrived on Sat., XX/XX/XXXX, yet my insurance was due on XX/XX/XXXX!!!! Of course I had to wait until Monday to deal with the situation and I still ca n't believe what I went through that day!!!!!!!!!! In one day, I spoke with XXXX different people, I was disconnected at least 8 times, and had to tell my entire story over again each and every time I got a new person, most of whom could not speak or understand English. They told me they had never paid my insurance, that they did n't know why I wanted them to pay it, and that they could n't overnight the payment because they did not have a copy of my XXXX policy on file!!!! YET they had tried to force-place insurance on me 2 or 3 times in the 4 years they 've had the loan!!!!!!!!!!! As a result, I had to keep sending them a copy of the master policy showing that it was a condominium policy and that I was not responsible for insuring the outside. That 's how I KNOW they had a copy of it. My homeowner 's insurance was cancelled and almost not reinstated because they said they had to wait 5 to 7 days to send the payment, eventhough my agent faxed YET ANOTHER copy of the declarations page that morning!!!!!!!!!!! They have yet to offer me any explanation of why all of this happened. I did find out from the insurance company that the mortgage company did send XXXX XXXX a letter stating that they were refusing to pay the bill because they did n't recognize the loan. I have NO idea why they did n't, yet they paid it all 4 prior years, and they will not give me a reason, not even what the letter said that they sent to XXXX ( They did n't recognize the loan. ) This mess went on for a total of 10 days, with several calls a day and no help whatsoever!!!!!!!! Once I could finally breathe a sigh of relief that that was taken care of and I was insured ( Keep in mind that I had a pipe burst in my home in XX/XX/XXXX that cost {$150000.00} - {$200000.00} so I do n't take being uninsured lightly!!!!!!!!!!!!!!!! ), I called the mortgage company back and told them I wanted to have all of the remaining money in my escrow account returned to me because I could no longer trust them and I was n't about to be uninsured or not have my taxes paid in the future. I sent proof of payment for both the taxes and the insurance and I was told by a supervisor that my online statement would be adjusted by XX/XX/XXXX so I could make my correct XX/XX/XXXX payment on time, that the wording would be corrected to read that my interest rate was 3 % ( Until XXXX/XXXX/XXXX, not Until XXXX XXXX ), that a check for my remaining escrow balance would be mailed to me on XX/XX/XXXX, and that I would receive a letter by email stating that in the future, I would be responsible for paying my property taxes and homeowner 's insurance. Unfortunately, NONE of the things I was told have happened and I am no longer getting email responses from the supervisor with whom I was working. Today, I spent XXXX hours on the phone telling my story YET AGAIN ( I spoke to XXXX different people, was disconnected 2 times and they refused to give me a supervisor in the Customer Relations Department, where I sent a letter on XXXX XXXX, XXXX and FINALLY got a response today with a phone number to contact them ) and I 've been told that things will be changed in time for my XX/XX/XXXX payment. That does n't give me a resolution for what I do about my XX/XX/XXXX payment.
Company Response:
State: IL
Zip: 60585
Submitted Via: Web
Date Sent: 2016-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: There are XXXX separate loans on my XXXX adjacent lots, although the houses share a common wall and utility easements. Nationstar mortgage has both loans. Loan # XXXX is in foreclosure and we are close to a loan modification agreement after 4 years of Nationstar running out of time and losing documents. The other loan # XXXX was modified in XX/XX/XXXX and I have been making payments on it, always one month ahead of schedule. XX/XX/XXXX, I changed my insurance company and my payment went up a little. In XX/XX/XXXX Nationstar recalculated my escrow payment and came up with a shortage of {$1300.00}, including {$420.00} for minimum required balance. My new monthly payment effective XX/XX/XXXX would be XXXX. I sent Nationstar {$500.00} in XX/XX/XXXX to reduce my escrow shortage and they returned my payment, having mistaken it for a payment on the loan in foreclosure. I called Nationstar consumer representatives and resolved the issue and made the {$500.00} payment to lower my escrow shortage. Later I discovered they had applied the payment to principal by mistake. My statement for XX/XX/XXXX was for only {$1200.00} because the new payment amount was to begin in XX/XX/XXXX. I paid {$1300.00} in XX/XX/XXXX for XX/XX/XXXX 's payment. Still waiting for Nationstar to recalculate my payment with the new escrow amount, I paid the new amount of XXXX in XX/XX/XXXX for XX/XX/XXXX. On XX/XX/XXXX, I made another payment of XXXX for XX/XX/XXXX. All my mail, including a birthday card for my son in law and my bills, was stolen from my mailbox XX/XX/XXXX so, on XX/XX/XXXX, I made another payment of XXXX for XX/XX/XXXX. I always stay a month ahead in just in case something like this happens. Nationstar sent me a letter on XXXX/XXXX/XXXX, saying that the XXXX I had paid in XX/XX/XXXX ( for XX/XX/XXXX ) was being held in " suspense '' because it was n't for the full amount. ( The bill was {$1200.00} and I paid {$1300.00}. Then the second payment I had made for XX/XX/XXXX was not processed until XX/XX/XXXX which made it a day late and, because my {$1300.00} payment had not been accepted, there was a late payment fee and two months payments were due immediately. I would never be late on a payment because I really want to keep my properties, so I called the representatives again. This usually requires hours of wait time and being shuffled around and calling repeatedly. During these hours, it came to light that the {$500.00} payment I made to lower the escrow shortage was applied to principal as was the {$1300.00} XX/XX/XXXX payment made in XX/XX/XXXX. Nationstar corrected all this, figured out m new payment amount of {$1300.00} and I am now, once again in good standing, ahead one month. Except that On XX/XX/XXXX, I got a letter rejecting a new loan application to replace loan # XXXX, a loan I had never applied for! Then my statement sent XXXX XXXX for XXXX XXXX, XXXX shows that the payment is {$1300.00}, including a late fee and an overdue payment fee. My XX/XX/XXXX payment was made XX/XX/XXXX and I just made another payment for XX/XX/XXXX. I do n't know whether Nationstar is just inept or if there is an evil intention here to nullify, by any means possible, my modified loan. I really need some help. Thank you for investigating this situation. I am just trying to hold onto my property as I am old now and this is my life 's investment.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2016-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was recently sold and now the new mortgage company is requiring me to obtain additional homeowner insurance or they would provide it a substantial price. I have had the same insurance coverage since the day I took out me mortgage in 2007. According the my mortgage contract I had to obtain insurance that was approved by my mortgage company. I complied with that obligation. The coverage was approved by my initial mortgage company. My understanding is that if a mortgage is assumed by another company all terms and condition are to be continued with no changes.
Company Response:
State: HI
Zip: 96782
Submitted Via: Web
Date Sent: 2015-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes