Date Received: 2015-12-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had a valid short sale offer in and Nationstar backed-doored my file and 'sold ' my home on XXXX, though I highly doubt that they fulfilled all of the XXXX County MLS requirements in order to do so ; the home went back to Nationstar . They stalled my short sale file out to 'sell ' the property on their own terms. The BPO came in at XXXX. My offer was for XXXX, with XXXX down. XXXX XXXX ( me, the owner ) has had several XXXX attributed to the entire foreclosure/short sale process. XXXX XXXX ( my wife and co-owner ) has XXXX. The entire process has been very traumatic to both of us and now I have been foreclosed on. I had a valid offer in the XXXX system and have been working on this file for close to a year with my agent, XXXX XXXX, who has been a God send to both of us throughout this very trying process. Nationstar initially tried to sell our home on their auction site ( XXXX ), but he was able to stop them once he listed all of the MLS requirements in order to do so ( see attached ). I am also attaching the following : Purchase contractListing agreementHardship letterAll correspondence in the XXXX system ( my agent salvaged what he could as the hard files were deleted today ) XXXX sale informationXXXX County MLS requirements to auction a homeHere is what we are ; we are talking about an older married couple in poor health that now has a foreclosure on their credit reports, and for what? The BPO ( appraisal Nationstar did ) came in at XXXX. Nationstar has the 'bid ' starting at over {$1000000.00}, though no bids were received and now it is a bank-owned REO. If the short sale is not put back into active review I will be suing Nationstar for the unlawful foreclosure, pain and suffering, and to release the home from REO to complete the short sale process, as well as contacting my Congressman and the media. My wife and I did everything asked of us and you gave us no notice of the foreclosure sale date, nor should you have foreclosed, as their was an active short sale file under review at Nationstar in the XXXX system. You stalled the file out over and over again so that you could own our home and sell it on your auction website. The home is worth far less than you think it is and your actions are nothing short of criminal. You should be ashamed of yourselves. XXXX XXXX & XXXX XXXX
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2015-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Through a phone conversation today with NationStar ( XXXX/XXXX/2015 ) the representative was helping us with figuring out how to drop our PMI ; in which we met all the criteria ( particularly a perfect pay history ) except the XXXX equity ratio. In looking through our file, the representative brought it to our attention that we have been charged " corporate advances ''. When asked what those charges were for, she stated they were for " property inspections '' since they were unable to reach us. We have no record of them reaching out to us nor did we authorize a property inspection to be charged against our account especially when they should have no reason to believe the property is abandoned since they receive on time payment from us. The original loan is through XXXX XXXX XXXX.
Company Response:
State: OK
Zip: 73013
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I started a process of refinancing an existing load with the company that has my mortgage, mainly because they promised a lower interest rate, after a lot of paperwork, they sent to do an appraisal ( twice ), they ask for more paperwork on pages that were no send in the first lot of paper work due to scanner malfunction, I resent all the pages of this paperwork, after a week seeing that nothing had happened, i sent an email asking for an update and was told that the loan has died due to lack of response on my part. First will like to point out that even if I did not sent the paper, a simple call telling me that they have not received this will be courteousSecond after all the time and effort that went into this and the amount of hour of work i had to miss to be at the appraisal, I deserve an answer as to why they kill the loan application unilaterally.
Company Response:
State: FL
Zip: 33177
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX, I requested a loan modification because of XXXX hardships. XXXX hardship, XX/XX/XXXX, my ex-husband lost his job and was unable to pay child support. As a single mother of an 8 year old, I was able to manage my finances for XXXX yrs. XXXX, XXXX after the recession. To help balance the budget, my employer authorized a XXXX+ % pay cut across the board with no warning. I exhausted my savings to make up the difference. I tried to be proactive and contacted NationStar ( loan purchased from XXXX XXXX XXXX ) 2 months prior to exhausting my savings. XX/XX/XXXX, I started the process for a loan modification. I submitted all requested documents and was assigned a Customer Service Rep ( CSR ), who assured me that I submitted all required documentation and indicated a response would take 45 business days. To no avail, I tried to contact my assigned CSR. I left numerous messages. None of my calls were returned until 6 months later, from an Automated Messaging System stating that additional info was needed. I tried to contact the CSR to confirm exactly what was needed. 1 month later, I called and spoke with a different rep who reviewed my file, told me what was missing, and said it takes more than 30 days for an answer. In the meantime, I was told to send paystubs/bank statements every pay period/month to keep my file up-to-date. I did this for over 6 months. Then was told that too much time had lapsed and that I would need to reapply. I provided all of the documentation again, awaiting a response, and continuing to send the updated info. At no time was I instructed to continue making my monthly payments. So, based on the past modification with XXXX ( original lender ), which I was told not to make payments until the new payment structure was issued. While waiting for approval, my CSR changed 5 times and I never spoke with any of them. The XXXX reps never explained why my modification was denied. XX/XX/XXXX, because of reduced income, I did not make my HOA payments. The HOA filed a case with the courts for non-payment. At that time, I retained Attorney XXXX XXXX to assist me with the overwhelming process. XX/XX/XXXX, I was served court documents stating that the mtg company was filing suit for non-payment. Attorney XXXX opined he would ask the courts to merge the XXXX cases together, with the expectation that the HOA would settle XXXX and then arrangements could be made with NationStar to refinance. The other option offered me was to file Chapter XXXX Bankruptcy so that I could get a 'forced ' modification and keep my house. I agreed and had him prepare the paperwork. XX/XX/XXXX, Attorney XXXX instructed me to complete the XXXX online certifications that are required for filing bankruptcy. He stated that they only take 30 minutes and to provide him with the certificates that Monday ( XXXX/XXXX/XXXX ) morning for him to file the complete package with the courts. I was able to complete XXXX certification and then there was an issue with the website. I contacted the company Monday morning, got it resolved and completed the certifications and sent them to XXXX XXXX. At that time, XXXX XXXX told me that he was going to pull the file and refile because he did not have all of the documentation ready since he was in court most of that day. As a result, the bank is foreclosing on my home. The bank has filed a Motion for Writ of Possession and the court date is scheduled for Tues, XX/XX/XXXX. I 'm terrified that I will have to move and displace my child in the middle of a school year. What is so upsetting is that I have been in a position to make the monthly mortgage payments. All I wanted was for them to move the back payments to the end of the loan and make me current. I believe this is so unfair when I have been asking NationStar to work with me since XX/XX/XXXX. Humbly requesting your assistance.
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My need for a modification began when the economy suffered. This is because I am self-employed and run a XXXX out of my home. Multiple families left my facility because the parents lost their jobs. My income was reduced to a point where I could not afford the monthly mortgage and pay my other household bills. I had tried to obtain a home loan modification using numerous law offices and in many instances I was taken advantage of, I was deceived, and the process of a modification was never completed. I began this modification process working with numerous lawyers and agencies attempting to reach a fair modification starting on XXXX XXXX, XXXX. The final law office I went to for assistance was the XXXX XXXX of XXXX.. I worked with this law office for numerous months and they ended up doing fraudulent practices which resulted in numerous families, including my own, of being swindled out of money and our modifications were not being worked on. He was arrested and charged for what he did and his license was revoked. This final instance made me decide to pursue a modification by myself. I began the process of filling out the HAMP paperwork in XXXX of XXXX. I completed the paperwork and turned it in via e-mail in XXXX of XXXX. From XXXX of XXXX up until XXXX XXXX I was in contact with NationStar, continuously being the XXXX initiating the phone calls and asking for updates. I had numerous phone conversations and e-mail correspondences with multiple representatives, which most often were initiated by myself because I was truly wanted and needed a modification. On XXXX XXXX, XXXX. I was sent, via e-mail, the documentation to begin my trial period on XXXX XXXX, XXXX, with the modification monthly payment being {$3800.00}. This was the only offer presented to me as a modification throughout the time period that I had been working on a modification. I was blindsided by the fact that the modification was higher than my original mortgage, of {$3100.00}, that I could not afford. I responded to the decision by sending a letter of appeal in XXXX of XXXX. Since this date I have sent multiple e-mails and filled out numerous HAMP packets and sent documentation to try and receive a modification. I also sent multiple letters to NationStar regarding my home and modification which they did not respond to. I reached out to XXXX to help me try and receive a modification since I had n't been able to work with the lender on my own. They submitted the paperwork on my behalf and NationStar responded by denying me a modification. I was then contacted by a NationStar representative who told me I had XXXX options : pay the full amount I was behind on and begin making my monthly payment, short sale, or voluntarily give them back the house and be cleared of the debt. I told her I would not accept any of those options and would be filing an appeal. My business has recovered from the turn in the economy and I have XXXX families that I am caring for. I let the representative know I could begin to make payments but I could not pay back the amount I 'm behind on. I asked if they could place the amount I was behind to the back of the loan and let me begin making my monthly payments again. She said this was not a possibility, which is why I let her know I would be filing an appeal. I am filing this complaint because I feel I have been mistreated by NationStar. During this time in which I have been trying to receive a modification they were always difficult to reach, I had to re-send the same documents multiple times because they claimed not to receive them, and they had me complete the same paperwork multiple times and they opened multiple cases using the paperwork which also caused me issues in trying to obtain a modification. I feel they do n't perform their jobs properly which results in paperwork being ignored or improperly viewed.
Company Response:
State: CA
Zip: 93035
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My property taxes dropped in XXXX due to being XXXX due to a military service XXXX in Florida. As such my property taxes are no longer paid, what I now pay is {$700.00} annually ( Paid in XXXX 2015 ) for my XXXX XXXX XXXX assessment. My homeowners insurance is {$1000.00} ( Paid in XXXX 2015 ). Nationstar Mortgage is collecting XXXX monthly to cover the escrow. I have {$2800.00} in escrow, even though all insurance and taxes have been paid for 2015. Nationstar has refused to adjust the escrow account, nor refund the excess, as required by law. Please advice! Nationstar was notified in XXXX 2015 of the property taxes changes ...
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2015-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar has " retailed '' against me after the conculsion of my first complaint. ( XXXX by once again unilaterally changing the terms and condition of my 30 year fixed mortgage by increasing my monthly payment and making sure my statement does not reach Pennsylvania until XXXX XXXX or the XXXX of the month. Now they are calling me twice a day every day even on Sunday. This all began with the very first payment I made to Nationstar when I paid my {$1200.00} payment and they unilaterally deducted {$40.00} for an escrow account in which my mortgage did NOT require such action ; this was on XXXX XXXX, 2013. Even after many letters they stopped the escrow account they " never '' re-calculated my Principal and Interest and therefore I never received proper credit and the fees began. In addition the Court ruled you could not " force place '' flood insuance ( sent them a copy of the Court 's decision ) - guess what Nationstar ignored the decision and forced placed flood insurance on me - they truly believe they are above the law. Even after I filed with Cfpb they submitted the same letter to Cfpb they sent to me none of the letters addressed the issue as I outlined and the fact the knew nothing would happen to them with me filing the complaint. When I looked at Cfpb 's web site there are pages and pages against Nationstar, I will keep submitting complaints and maybe just maybe the Federal Trade Commission will begin an investigation if they have not already done so. I have each and every document since XXXX 2013 this is XXXX of the reasons they double-talk in their responses. I even asked them to have a face to face with me nothing happened.
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2015-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: A modification package was sent to nationstar via email on XX/XX/XXXX ( please see attachment ) Nationstar employee XXXX XXXX in Arizona stated that they need 37 days to review the file therefore they were refusing to open and review and start the modification process. We requested a supervisor and XXXX XXXX also stated that the file can not be reviewed as it is less than 37 days before the sale date. The sale date is set for XX/XX/2015.It is very apparent the Nationstar is refusing to review the file and is making excuses to avoid a proper review. In California as long as there is 7 days before the sale date the file can be reviewed as long as all documents are in. Nationstar is failing to abide by California guidelines and it is very obvious they would rather foreclosure on this home rather than attempt to offer any type of assistance to avoid foreclosure. It also appears that the issues the XXXX family has encountered with this company are due to discrimination based on race, ethnicity, language, and national origin. Please also referred to HAMP Handbook XXXX Chapter V Protections Against Unnecessary Foreclosure states the following:XXXX Suspension of Referral to Foreclosure-A servicer may not refer any loan to foreclosure or conduct a scheduled foreclosure sale ( except as provided under Section XXXX ) unless and until the servicer has resolved the Escalated Case in accordance with Section XXXX. XXXX Suspension of Scheduled Foreclosure Sale-When a servicer receives an Escalated Case from a Requestor after a foreclosure sale date has been scheduled and the Escalated Case is received no later than midnight of the seventh business day prior to the foreclosure sale date ( Deadline ), the servicer must suspend the sale as necessary to resolve the Escalated Case. At this time the XXXX family is requesting the sale date of XXXX be postponed so their file be reviewed without any discrimination. They will assert their legal right and name Nationstar as well as the foreclosing trustee as defendants in civil court.
Company Response:
State: CA
Zip: 91748
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have applied for a Home Affordable Mortgage Program ( HAMP ) with Nationstar several months ago and have continued to make payments on my mortgage however Nationstar has delayed addressing my HAMP application and continually requests documentation that is not relevant to process my application. I wrote Nationstart long before I had a problem making payments on my mortgage after I lost my job and warned them that I would have problems due to a loss of income. I have provided documentation requested in the HAMP application process and have repeatedly followed up to request the status of my application however I have not gotten a response on the status other than requests for information that is unrelated for approval. I have looked on my account and no longer see the documentation that I submitted through there online application process but have emails with the documentation that I provided. I feel like Nationstar is giving me the run around because I have a huge amount of equity in my house and would rather take the home in foreclosure if I ca n't pay as opposed to processing my HAMP application and taking a reduced mortgage payment. I have owned the home for 13 years and have never had a problem making payments until now. I only ask for fairness and due process for my HAMP application. Lastly, I have put my home on the market, as of XXXX 2015 and expect to receive a reasonable sale price if given the time. My home is quite expensive, especially in the Rhode Island market, and will take some time to sell but the HAMP program will allow me to make payments until the home is sold.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a loan through Nationstar Mortgage, I have automatic payments of {$1900.00} a month that pays automatically every month. In early XXXX I received a call from Nationstar rep stating that my payment was short by {$120.00}, I asked why and they stated that escrow analysis showed that there was a shortage. I was not notified about this by either phone or email. I asked the rep why my payment has increased by that much when my insurance premiums went down and the county tax had not increased. The rep could n't tell me and told me to call the escrow department. I called escrow and asked the same question, they put me on hold for almost an hour and I finally had to hang up. I called the next day to complain and asked to talk to a supervisor, they never called me back. Now I received a letter from them stating my loan is in default. I been trying to get answers from them about my escrow for over three weeks and still have not gotten a response. Can you help?
Company Response:
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2015-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No