Date Received: 2015-12-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have been receiving demand letters from Nationstar every month, for over a year. Same letter but amount we owe changes every month. We have asked Nationstar countless times to explain how & why they came up the amount they say we owe ... They say we are missing previous month 's payment yet we have sent in payments & they have been cashed & cleared every month. No one at customer service can give us a straight answer. They say research department will get back to us but we never ever get a call back. We feel we are being progressively harassed every month. Want to see our payment history, where our payments being applied to. If missing payment, tell us which month we will provide copies of clear check.
Company Response:
State: CA
Zip: 91302
Submitted Via: Web
Date Sent: 2015-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: When I got my current escrow analysis, I noticed my escrow payment was going up a considerable amount, and I knew there had to be a mistake as I made an extra payment into my escrow account to cover an increase in insurance and taxes. After reviewing the escrow analysis I noticed an error in calculating the actual dispersements. The numbers listed did not total to current number. The numbers listed in the column totaled {$4100.00}, yet the escrow analysis showed the total to be {$4900.00}. The difference is {$820.00}, which was the exact amount of my homeowner 's insurance. It 's evident someone added my insurance twice. ( I will attach the statement so you can see what I am speaking about. ) I have tried to clear this up with Nationstar. Over 6 weeks I have made XXXX calls and spoken to XXXX escrow managers and have been assured that the problem would be corrected. Yet my most recent statement still shows the incorrect total being collected for escrow. In fact I have already made XXXX payment with too much escrow in it because I did n't want a late payment on my credit report or pay a late fee. They are collecting {$410.00}, when the correct amount should be {$340.00}!! That 's over {$68.00} per month they are billing me in excess. The sad part is that I am in the mortgage industry and have an understanding of how escrow and escrow analysis works. Had this happened to the average person, they would n't have caught the problem and just sent the extra money to Nationstar. I am frustrated and just want my escrow corrected!!!
Company Response:
State: MD
Zip: 21117
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 servicing, payments, escrow account
Subissue:
Consumer Complaint: Please refer to original complaint case number XXXX. Now, close to 60 days after the sale of my parents house and payoff of their reverse mortgage by way of overnight delivery of a cashier 's check from our attorney 's trust account, Champion Mortgage had the Sherriff 's Department of XXXX XXXX, PA serve my sister, at XXXX XXXX last night XXXX/XXXX/2015 with foreclosure papers dated XXXX/XXXX/2015.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2015-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar is the servicer of my second mortgage. After my first mortgage was successfully modified by the XXXX XXXX XXXX, I contacted Nationstar to inquire about a 2MP under HAMP. Nationstar informed me that my investor, XXXX ( XXXX ) does not participate in home loan modifications regardless of the federal HAMP guidelines. So I contacted XXXX. XXXX provided me a telephone number to a voicemail system that states " the decision to modify a mortgage loan ins the sole discretion of the servicer, here Nationstar. So I contacted Nationstar again, to make them aware of the XXXX voicemail. Nationstar 's representative asked me to conduct a conference call with himself, myself and XXXX voicemail system so that he could hear it himself. Once he heard the voicemail, Nationstar 's representative told me that Nationstar will conduct an internal investigation into this matter. Nationstar sent me a letter following their investigation stating that the XXXX voicemail was inaccurate and that the decision to modify was the sole discretion of the investor, here XXXX and not theirs. This information confused me. Nationstar is being evasive and not forthcoming with the real reason behind their arbitrary decision not to consider my home loan for modification pursuant to HAMP. I applied for a modification back in XXXX 2015. At one point, Nationstar rejected my payments and credited them back to my bank account. When I contacted Nationstar, they told me that they were rejecting my payments because I was over {$1200.00} behind and that I needed to catch up. Fearing that Nationstar had begun foreclosing, I sold some items and borrowed money to pay them because I 'd like to keep my home. When Nationstar called my home to collect on the late payments, I informed them that I had filed a complaint with the Consumer Financial Protection Bureau. The Nationstar representative then informed me that he will escalate the matter as a " proactive measure since I had filed a complaint. '' He said they will look into the matter. Nationstar still has n't offered to review my application or modify my loan under the HAMP 2MP. Nationstar continues to blame XXXX and XXXX continues to blame Nationstar.
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I lost my job in XXXX 2015. From XX/XX/XXXX - XX/XX/XXXX, I received unemployment and continued to make my monthly mortgage payments. I applied for a mortgage modification ( unemployment forbearance ), on XX/XX/XXXX, when my unemployment payments were about to end. After 3 months of numerous requests for additional documentation, including requests for duplicates of documents already submitted, my application being sent to the underwriters at least 3 times, and numerous harassing phone calls, I was denied, without explanation of why I do not meet the requirements ( though I asked ). I am still unemployed, and now have no income. It seems to me that Nationstar is deliberately trying to await a default on my loan so that they can foreclose and take my home from me and my family. I am qualified for the Unemployment Program, and that could mean I would pay no payments for up to 12 months, which would greatly help me. My mortgage is paid up to date, yet I continue to receive harassing phone calls from Nationstar Mortgage, including calls with hang ups.
Company Response:
State: TX
Zip: 76542
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Approximately two weeks ago I mailed a money order for XXXX, XXXX to Nationstar Mortgage to pay off my loan based on a payoff amount they quoted me over the phone. They have my money order according to a phone call to them today but have not credited my account with it. They said it was short by XXXX. I said you should credit the payment, tell me what I still owe and I will pay it. They said it would be credited today. As of XXXX tonite it still is not there on my account online. They are charging me additional monies everyday even though they have far more than what was owed currently. They have my money and are purposely not applying it to the loan and accruing interest and penalties on the account. I know this is illegal!!!
Company Response:
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was raise over XXXX due to an escrow shortage of about {$4000.00}. I told them I could not afford this. I have a modification through XXXX. XXXX sold my mortage to Nation Star.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After filing multiple complaints with the CFPB, Nationstar Mortgage continues to fail to follow the law. XX/XX/XXXX marks the tenth month that Nationstar has not provided us with a monthly mortgage statement since they assumed servicing of our home loan in XX/XX/XXXX. We are not in bankruptcy, the only exemption that would permit Nationstar to not send a statement. 12 CFR 1026.41 ( e ) is clear that there is no exemption under which Nationstar is not obligated to provide us with a monthly mortgage statement. Additionally, Nationstar still has not provided us with the disclosures required by 12 C.F.R. 1026.20 ( d ) concerning the change in interest rate on the note. Despite multiple complaints and communications with Nationstar they still refuse to make the required disclosures or to provide monthly mortgage statements.
Company Response:
State: CA
Zip: 94601
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My original loan servicer Aurora XXXX settle their wrongful behavior and the damage to families had been done. My current Mortgage servicer, NationStar has increased my interest rate to 4 %. My loan modification says my payment should be about {$2900.00}. It is more like {$3900.00}, which is back to why I needed the modification.
Company Response:
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2015-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We had a water damage in our house XX/XX/XXXX. We received the check for XXXX from our insurance company and send the package to Nationstar Mortgage with ALL required paperwork. They received it on XXXX/XXXX/2015. Till this day Nationstar did not do disbursement to us. I called numerous times without any results. Here is the dates : XXXX/XXXX/2015, XX/XX/2015,XX/XX/2015,XX/XX/2015,XX/XX/2015,XX/XX/2015,XX/XX/2015,XX/XX/2015,XX/XX/2015.Every time I call, I stay on the phone 20-40 minutes. On XXXX/XXXX/2015 I was waiting for supervisor, her name is XXXX for almost 2 hours, only for her to tell me that she will follow up on my disbursement request, which she never did. Nationstar is using off shore operators, who are poorly trained, they can not explain anything, they read notes on the screen and do n't understand a thing about the process. I feel that Nationstar is abusing its customers. On XXXX/XXXX/2015 I spoke to XXXX, who told me that somebody misplaced the contractor 's bead and my disbursement was stopped. On XXXX/XXXX/2015 spoke to XXXX for the 4th time, stayed on the phone with her 33 minutes, once again was told that disbursement request is send for approval, and she will call me back tomorrow to follow up. Of course, no one called and there was no check send to us. In the meantime insurance company issued us an other check. Nationstar is holding {$100000.00} of our money. The water damage was very extensive, my family has to stay in the half destroyed house. We are desperate, we want to start repairs. It is absolute nightmare to deal with Nationstar loss department. Nationstar mortgage needs to train their loss department operators, so they will do their job. Please, help us.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2015-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No