Date Received: 2015-12-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I 'm very perplexed that after me fighting for my home i was granted an n house modification by nationstar mortgage but problem i have is that I 've never spoken with this loan specialist that was a singed to my file he only left me massages without explaining what i needed to do or what type of loan i was getting he just left a massage telling to sign and the money back with the documents so i hire an attorney to look over the document cause i did n't understand what the adjustable arm entailed which is my right i want my home i want to be treated fair i work everyday and can afford my home i just do n't want to be back in the same situation that i already in my attorney he sent the documents with last week please correct the problem so i can move forward and give me some who 's going to return my call as well as speak with when theres a problem i have a signed agreement i do n't want to deal with XXXX XXXX who want speak with me directly its always has been through massage and this is n't business when i need answers right then and there
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2015-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Purchased a home in XXXX was given a subprime loan ( I was not informed that it was a sub prime loan. ) The builder representative introduced us to the lender broker ( targeted ). In late XXXX the original lender went out of business and as a subsidiary of XXXX XXXX it became part of XXXX XXXX XXXX during the merger. In XXXX Bank of a XXXX began foreclosure action. I continued paying monthly payment while trying to dispute the foreclosure activity ( the balances on the paperwork were incorrect and did not match my payments XXXX. In XXXX of XXXX, XXXX XXXX XXXX refused to accept any more payments from us. However, XXXX XXXX XXXX suggested we request a modification. I was in the the modification process from XXXX to XXXX and never given a modification. During this time my husband sought to file bankruptcy in XXXX. While is the bankruptcy attorney 's office, the foreclosing attorney 's office was called on speaker phone in our presence. The clerk stated that there would not be a foreclosure because there was missing paperwork. In XXXX XXXX XXXX XXXX sold the loan to XXXX and I attempted to request a modification and XXXX would not allow me to apply. In XXXX XXXX, I contacted TN XXXX office hoping to get some help. I provided basic modification paperwork to the assistant attorney general, and he contacted the bank. I also informed him that my pending foreclosure was not properly documented and my cases resembles the cases presented National Mortgage Settlement, he stated since my home did not foreclose it was not member to the settlement. I did not get a modifcation with XXXX and they moved forward with foreclosure. The prevent the foreclosure I submit a legal action in XXXX XXXX XXXX XXXX ) which was dismissed due to I did not present a claim or relief properly. The merits of my cases were not reviewed. However I did learn of a fraudulent assignment on my note were there are XXXX different dates, robo-signed, and the perjury line is crossed out by the notary. Currently, I am in appeal of a XXXX, which the issuers do not have standing due to the fraudulent assignment. I am concerned that the issue of the fraudulent assignment and not mention the missing assignments will not be heard in court. The bank attorneys are doing everything in their power to overlook the bank failures. As a consumer, I have found little to no assistance with my case. In other states such as MA and MI the XXXX leaders have be much more proactive. The principle, the broken chain of title is illegal and must be addressed. The banks have been allowed to perform injustices to consumers and as a consumer I have been placed at the mercy of the bank to do the right thing. As a consumer I have not been given any recourse to correct or resolve the injustices performed by the banks with regard to my mortgage.
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2015-12-28
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX 2015, we suffered damage to our home, which resulted in an insurance claim being filed and reimbursement received. The reimbursement check from the insurance company was made payable to us as the homeowners and to the mortgage company, Nationstar Mortgage. On XXXX XXXX, 2015, we sent the check to Nationstar Mortgage for endorsement. Prior to mailing the check, I contacted Nationstar Mortgage as to the proper protocol to be followed when submitting this sort of check. I was not given any specific instructions other than a mailing address. In order to streamline the process, I thought it would be prudent to send an entire binder of information relating to this claim - paid invoices, the insurance appraisal report, a complete explanation of what damage had been incurred and the remaining work necessary in order to restore our property. I was told by Nationstar that they would contact me within two days regarding the check and the claim. The check and related information were delivered to Nationstar on XXXX XXXX, 2015, as evidenced by the USPS tracking information. We were not contacted by Nationstar within their two day promised window. Rather, they contacted us on XXXX XXXX, 2015. The representative we spoke with was completely ignorant of the situation and did not understand anything about the documents which Nationstar received. As a result, she " rejected '' the documents and did not proceed with processing the claim. The inspection was cancelled and the claim check was left with Nationstar to languish in their system. We requested to speak with a supervisor and to have the inspection rescheduled. The representative assured us that a supervisor would call us and that the final inspection would be scheduled within the next day or two. By XXXX XXXX, we had received no call back from the supervisor nor were we contacted to schedule an inspection. I again called Nationstar and again the representative I spoke with was unfamiliar with the claim. She could see in the file notes that the inspection was cancelled and not rescheduled and that certain documents had been rejected. I again had to clarify the documents for her and after I explained the relevance of the related paperwork, she agreed to reschedule the inspection and accept the reports which I provided. She also informed me that the insurance reimbursement check was being returned to me for another endorsement ( from the insurance adjusting firm ) before Nationstar would accept it. Nationstar is extremely difficult to deal with because their customer service representatives do not understand the entire process nor do they communicate to you what is needed to complete the process. We have repair bills which need to be paid from this insurance reimbursement and Nationstar is holding up our money through their sheer and complete incompetency. They do not adhere to their promises nor their verbal representations. We have bills which must be paid through this insurance reimbursement check and due to Nationstar 's negligence, we are unable to pay them. Everytime we call them, we get the runaround. I have spent hours on the phone trying to resolve this issue.
Company Response:
State: FL
Zip: 33062
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX of 2015, I received a letter in the mail telling me that I could apply for mortgage relief in the form of a modification to reduce my monthly mortgage payment. At that I was current on my mortgage but I was struggling to make the payment as I have XXXX children at home and my husbands income had been reducing steadily. I called the number on the card because it stated that it was part of the XXXX program and I thought it would be a legitimate program. The letter also had the HARP logo on it. When I called the number it was a group called XXXX XXXX XXXX. They had me talk with XXXX XXXX. They gave me a case ID # XXXX. She told me to stop paying my mortgage to be able to show a financial hardship. She also told me to keep very little money in the bank. Over the course of the last eleven months I have sent many documents, some of them over and over again. I have had many difficulties gettin in touch with them to ask questions. I recieved a certified letter from my lender stating I was in forclosure. XXXX told me not to worry about that. It was a norml part of of the process. In XXXX of 2015 XXXX notified me that my lender would not participate and the offered a forbearance plan of {$2700.00} over twelve months in order to become current. My husband lost his job in XXXX so the forbearance plan was completely unreasonable for us. I was speaking with a representative of XXXX and told her about my husbands lack of employment and she said we could start the process over with the new circumstances. Shortly after that conversation I received a notice to appear in Mortgage court. I appeared on XXXX XXXX and was told that Nationstar Mortgage was proceeding with the foreclosure. The attorney hired to represent Nationstar Mortgage was very upset with our situation. He told me we were taken advantage of and scammed. He told me to take this to my state representitive. I paid XXXX over thee thousand dollars, adheared to eveything they required and ask of me. Now I am faced with bad credit, and trying to find a home for my husband, myself and my XXXX minor children. Please help. Thank you.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: It 's been 18 months that I have beg nationstar mortgage for an opportunity to help me get caught up with my loan, all these months I been asking nationstar mortgage for assistance regarding the past due payments. They already know the reason of why I 'm delinquent a d the reason that cause me to fall behind on my mortgage payment. Unfortunately I was affected with nature disasters, around the time I got modified for the first time in my entire loan, there were XXXX big thunderstorms in form of a tornado with strong heavy rain. My basement got flooded twice. And I had to repair the damages and unfortunately I had to use the money I had to make the repairs I had no other options but to fix it. I tried making a insurance claim but I did not got a proved I had a claim in my file and making a new claim would probably increase my insurance policy or the insurance would have close my relationship with then for having more claims. I contacted ( fema ) and they denied me any type of funds. I had no other alternatives. Now I regret it because maybe I took a wrong decision. If these nature disasters would had happen I would be current at this moment. I regret it but now it 's too late. I explained my situation many times to nationstar mortgage but they did n't seem to consider what had happen. They did n't seem to care and denied me any type of assistance when I know that this nature disasters caused me to fall behind on my mortgage. All I want is a second chance I want to keep my home and start making my payments as soon as possible. I know together we can make it happen I want to keep my home and together we can find a solution to this matter. I 've done everything in my hands to get a loan elsewhere but I would not qualify since I 'm behind my mortgage it 's not easy to get a new loan to pay off your past due amount. I tried many companies but I do n't get good hopes since I 'm behind so I would not qualify automatically. I do n't know what else to do so that nationstar mortgage give me a solution to this matter all I want is to keep home and start making my payments asap. I 've done so many appeals and I still get denied. It does n't matter what i do anymore, nationstar mortgage has told me straight up that they wo n't accept any work out option or a solution because supposely I have exceeded the max allowable numbers under hamp modification. I have only modified once in my entire loan. I would like to know why they keep saying that I had exceeded the max modification when I 've only gotten XXXX modification in my entire loan. Unfortunately the reason that caused me to fall behind was the nature disasters of flood damages. It 's been 18 month that I ve been beggin nationstar mortgage for assistance and evert time they keep ignoring me every month that pass by the debt grows bigger and bigger, i wish it stop and have them give me an opportunity and a solution working a way out to this matter. But every time I talk to their representatives they keep giving me the run around, how many times I have to submit new RMA MODIFICATION PACKAGE. With updated information such as paystubb, bank statement etc. Over and over again. I do n't even think they reviewing my file sometimes when I check my nationstart mortgage web account to check the status of everything. I 'm surprised on how I submit a complete package and get denied in a day or two after I have submitted a complete updated package. I get a immediately response in a day or XXXX the latest is 5 days. Does it really take that little time to review a complete package when they say it take up to 30 days for a decision, and when they give me a decision is always a denial, letter in 2,3 or 5 days I tought up to 30 days?. Sometimes I feel like nationstar mortgage does n't really review my file correctly and it sits there for a day or two and they give me a denial letter
Company Response:
State: IL
Zip: 60804
Submitted Via: Web
Date Sent: 2015-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-18
Issue: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: I got a new phone number a few months ago for a cell phone. Nationstar Mortgage XXXX which is a debt collector ) keeps calling the number up to several times a day. I have told them I just got the number, do not know the person they are seeking, and please stop calling my number. XXXX person claimed they put in the system to stop calling me. It has been two weeks or more and they are still calling me. Today A person at Nationstar asked for a woman 's name. I said I do not know who it is and please stop calling me it is harassment. He said he would remove me from the system and started to hang up. I said hold on, I have asked them a few times to do that and they never do. He said XXXX or XXXX words then hung up in mid-sentence. That was XXXX. I called back the number on caller ID and spoke to a receptionist or someone. She put me on hold came back to the phone and said she was adding a note not to call my number. XXXX the same day a woman called with XXXX caller ID displayed. I said hello. She said hello mirroring what I said and same mannerism. I said hello again and she did the same thing again sounding amused. She hung up.
Company Response:
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX we submitted a purchase contract to Nationstar Mortgage for consideration on a short sale. we requested HAFA consideration and we were told the file would be processed as HAFA. Nationstar countered the offer we submitted and we accepted the counter. the price was XXXX when the purchasers lender appraised the property he found problems that required an adjustment to the price. the appraised value was XXXX when we submitted the appraisal for valuation consideration Nationstar came back XXXX higher than the counter XXXX they initialed countered to us. 3 weeks ago they ordered another BPO and we have been trying to find out the value they have assigned to the property. I have called and emailed several times and keep getting the run around on this short sale. the seller can not make the payments and this home is destined for foreclosure unless they get moving on the determination.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2015-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Its been weeks since I initiated the short sale in my XXXX and Nationstar has not responded. They added another foreclosure sale date for next week, XXXX XXXX, 2015. Nationstar continues to tell the borrower that they have not received the short sale package however, they refuse to initiate the file in XXXX.
Company Response:
State: CA
Zip: 915XX
Submitted Via: Web
Date Sent: 2015-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: After denying the loan modification appeal, we received XXXX letters from Nationstar on XX/XX/XXXX. In those letters, they offered alternatives to foreclosure and hold ( stop ) the foreclosure scheduled for Monday, XXXX at XXXX. I immediately called Nationstar and spoke with customer service representative named XXXX. We discussed the alternatives, and due to the current situation, we decided to move forward with the Short Sale. XXXX made notes on her system that we were doing the Short Sale and advised us to hire a realtor. We hired a real estate agent to proceed with the short sale and initiated the process on XXXX last week. On Monday our realtor initiated the Short Sale on XXXX and were advised that a short sale negotiator will be assigned shortly. However, Nationstar " changed their mind '' and activated the foreclosure procedure with a short sales process initiated on XXXX denying us the opportunity to move forward with the Short Sale. XXXX also offered a One-On-One meeting with a Nationstar representative within the next 14 days ; however, we learned that on Tuesday, XX/XX/XXXX that was denied without communication that to us. The fact that we filed for BANKRUPTCY along with the slow and lengthy procedures that XXXX XXXX XXXX and Nationstar delayed the loan modification process and accrued several months of payments and put us a very precarious situation. It seems that now we are being punished for filing bankruptcy and not allowing us to short sale the home. It 's important to note that we have NEVER requested a Short Sale before. Our utmost intention was keeping the home but we were left without that that option after the procedures that Nationstar has placed setting us to fail. As borrowers, we have the rights to an alternative to foreclosure as established by HAFA. They are not following the proper procedures to get this situation to an orderly close. They are taking short cuts and violating our consumer rights. It is important to note that we have called Nationstar every day and more than once. XXXX XXXX XXXX who signed one of the letters was supposed to get back to me on Monday ; however, she is not answering my calls and other customer representatives are being evasive. We will highly appreciate your assistance in obtaining a postponement on the foreclosure and we can move forward with the Short Sale which will minimize the financial and emotional impact that a foreclosure will have in our lives. Additionally the Short Sale will benefit Nationstar and the trustee by obtaining a much higher sales price than the foreclosure sale. Looking forward to a favorable resolution to this unfortunate situation.
Company Response:
State: CA
Zip: 92782
Submitted Via: Web
Date Sent: 2015-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company, Nationstar Mortgage, is setup to direct bill/pay my insurance through my escrow account. For many years this has been happening without issue. Apparently in 2015 as of XXXX my insurance was canceled due to none payment. The insurance company issued Nationstar a cancellation letter indicating payment must be received by XXXX XXXX to avoid cancellation. Instead Nationstar submitted payment on XXXX XXXX. The insurance company returned the check to Nationstar on XXXX XXXX and Nationstar did not mail the check to me until XXXX XXXX. I called Nationstar today to find out why they mailed me this check, they said they had no idea, asked if there was a claim or an incident. I said no, then continued to say they have no idea and suggested I deposit it and return the money to my escrow account just in case. I then called the insurance company myself and discovered Nationstar paid late and therefore my policy was canceled. The insurance company had an old mailing address so they did not notify me, however Nationstar has my current information and they not only did not notify me, but they are unaware that my insurance was canceled 5 months ago. My insurance lapsed in XXXX and my mortgage company still has no idea in XXXX. I am actively pursuing a new policy now but I do not want to be responsible for the high cost of Lender placed insurance because Nationstar messed up, again. This is my second complaint with the CFPB and I can not emphasize enough how discouraged I am with Nationstar as my mortgage company, and I am often greatly dissatisfied with my service and customer support.
Company Response:
State: VA
Zip: 23320
Submitted Via: Web
Date Sent: 2015-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No