Date Received: 2015-11-23
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We have currently been in the process of a Deed in Lieu since XXXX of 2015. The last information we received was that the paper work was being drawn up. I was told this on XXXX XXXX. My loan POC is XXXX XXXX at ( XXXX ) XXXX. I have not been able to get in contact with him for two months to get an update. I have called several time and left several messages. This is has been an ongoing issue that seems to be an attempt to get me to give up on the pursuance of the Deed in Lieu. The last time I received an update and the status of my Died in Lieu was updated was after the CFPB intervened. I was informed that I needed special paperwork signed and notarized to move forward. This paperwork was submitted on XXXX XXXX.
Company Response:
State: NC
Zip: 28547
Submitted Via: Web
Date Sent: 2015-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was discharged from a Chapter XXXX bankruptcy filed in XX/XX/XXXX. The reason I filed for a Chapter XXXX instead of Chapter XXXX bankruptcy was due to wanting to take all measures to keep my home. During the bankruptcy repayment period, my mortgage was sold to Nationstar. Upon the completion of the bankruptcy in XXXX, I contacted Nationstar to make sure that they had everything they needed in order for me to resume paying the mortgage now directly to Nationstar. During that call I was informed that they did not have record of me completing the bankruptcy and to call back later. I called XXXX more times during XXXX and XXXX, each time being told that they still did not have any record of me completing the bankruptcy and that I could not access the account online or receive statements. They told me that they could not give me any information because I was in bankruptcy. Nevertheless, I did begin to send them payments for the mortgage in the hopes that this would be resolved. To this date, I still have never received an account statement from Nationstar showing me what I owe overall or what my monthly payment should be or no record showing that the payments that I have sent have been applied to my principal loan amount. The last time that I called Nationstar stated that they would get notification on when I was out of bankruptcy and that they would be contacting me. On XXXX of the phone calls to Nationstar, they appeared to be very disorganized and told me that I had not being paying the mortgage and that I was in foreclosure. I called my attorney and his paralegal told me that Nationstar had approximately {$67000.00} in the trustees ' account that had not been collected or applied to my account. Due to the lack of communication and statements from Nationstar, I stopped sending payments as I had no idea where these payments were going or if they were even being applied to my account. On XX/XX/XXXX, I received a certified letter from Nationstar, stating that I am now {$22000.00} in arrears and I have until XXXX XXXX to cure this. Meanwhile, I still have yet to receive even XXXX statement from Nationstar showing my principal loan balance or any record of the status of my account. Upon receiving this letter I immediately contacted Nationstar to see what this was about and why I have not received any statements from them and their representative told me, " Yes, I see we are not sending you statements and I am not sure why. '' I want to pay my mortgage and provide a homestead for my family, but I do not have {$22000.00} in full to avoid foreclosure.
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2015-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We refinanced our Home in XX/XX/XXXX payoff our Nationstar Mortgage Loan. Nationstar is reporting a 30 day late and placing a derogatory history on my credit report. i have tried contacting nationstar with this issue but according to them, there is no negative reporting on their behalf. I am currently trying to purchase another home and this has affected my credit score. I have emails and the HUD 1 statement indicting that funds were sent and received.
Company Response:
State: CA
Zip: 90605
Submitted Via: Web
Date Sent: 2015-12-02
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage paid my homeowners twice last year resulting in a {$500.00} per month increase in my total house payment. Several months later, they continue to refuse to correct the mistake, and have now reported me to the credit bureaus.
Company Response:
State: TX
Zip: 76210
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are a XXXX and did a large water loss for our customer. They have all the money from the insurance company along with there work sheet. They also have my worksheet from the repairs we did. The home was inspected and passed. The work with us is 100 % complete. The insurance company issued the hold back to the Nationstar Mortgage. We are owed {$59000.00} We received a call on XXXX that all the paperwork is turned in. Today I have been on the phone with Nationstar for over and hour and they have n't released our funds. Everytime we call someone different says we need something else. The paperwork that Nationstar sent us is all filled out complete, we have copies of it. They need to be investigated.
Company Response:
State: OH
Zip: 44012
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We sold our house and closing was on XX/XX/XXXX. Funds were wired directly to Nationstar Mortgage on that day so they had the funds in their account. As you know XXXX loan can not be funded until the other loan has been satisfied. Due to the XXXX holiday Nationstar did not credit my account with the payoff until XX/XX/XXXX. They are now reporting me to credit bureaus as being not one time late but 2 reporting XX/XX/XXXX and XX/XX/XXXX as late. This has impacted my ability to refinance my mortgage and the rates offered. We have repeatedly requested that they address this situation but they refuse to remove the incorrect reporting to the credit bureaus sending form letters every time we ask them to review the situation.
Company Response:
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2015-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I modified my loan this year. I made 3 timely trial payments. My first modification payment was due XX/XX/XXXX. I made the XX/XX/XXXX payment. When I called to make the XX/XX/XXXX payment, I was told the I still owed XX/XX/XXXX. I later found out that my XX/XX/XXXX payment was credited to a XX/XX/XXXX payment because I sent the payment in " too early '' according to Nation Star Mortgage. I disputed the situation by submitting 3 review requests to their Research Department, and I stayed in constant communication with Nation Star throughout the entire process. I was told that no decision had been made and to resubmit my request twice ( totaling XXXX ). I specifically asked about additional fees and foreclosure and was told that no fees would be added and that foreclosure had not been started. I told them that I had the money to pay, but wanted to resolve the issue. They would not take partial payment as they wanted me to repay the XX/XX/XXXX payment. I called yesterday to pay the entire amount, because I am tired of fighting with them and was advised that foreclosure proceedings had been initiated and approximately {$6000.00} in fees were added to the account since our last conversation 7 days ago. I feel that they have not worked to assist me and have taken advantage of the fact that I am not as knowledgeable as them. I have attempted to pay on various occasions and they have refused to take my money only to add additional fees to the account. What are my options? Please help! I am a single, widowed mother of XXXX and am dealing with serious issues with my son at the moment. I can not continue to go back and forth with Nationstar with no resolution in sight.
Company Response:
State: FL
Zip: 33430
Submitted Via: Web
Date Sent: 2015-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Hello, The problem that I have is with Escrow Office : On XXXX XXXX, 2015 the funding was made and loan with Nationstar was paid off. All my accounts including Escrow Account must be closed onXXXX XXXX, 2015. I have the payoff statement with Escrow balance {$2000.00} and Disclosure Statement with balance of {$2100.00}. They show XXXX different balances. From XXXX XXXX, 2015, I do not have FHA loan anymore and consequently, I do n't have to pay MIP. Unfortunately, Escrow Office sent to me a Disclosure Statement written on XXXX/XXXX/2015 and transaction in it, made on XXXX/XXXX/2015. This is a violation of the Accounting Principles. They ca n't write a statement before the transaction is done. Also, the most importantly, they ca n't make any transactions after the account is closed. The statement that I provide shows that Escrow did bill me on XXXX XXXX, 2015 for the amount of {$250.00}. This is incorrect transaction because is made on closed account and that makes the entire Disclosure Statement incorrect. That is a shame. At first time when I called, I spoke with agent XXXX ( agent # : XXXX ). After she talked to Escrow Office, she told me that I am going to receive XXXX separate checks : XXXX for {$1800.00} and another XXXX for {$250.00}. On my question : " Why XXXX checks, it should be only XXXX check '', she said ; " I am not sure. " Until today, I got only a check for {$1800.00}. The second check is still missing. I called again and I spoke to agent XXXX. She said that they already sent the money to the Billing Department and I have to solve the problem on my own by calling XXXX. I told her that this is their mistake and they should fix it. I asked for the manager, she refused to give me the phone number. I asked for the address that I can write a letter, she refused to give me the address. Then she transferred my call to XXXX from Escrow Department. XXXX answered the phone : " Hello, this is XXXX may I help you? " I said : " Hi XXXX, this is XXXX XXXX and I want to talk to you about my Escrow balance and the check that I did not receive. XXXX repeated the same : '' Hello, this is XXXX may I help you? " Then I asked : " Do you hear me? " She said : " No, I do n't hear you. You need to call back. ", and she hung up the phone on me. I was very disappointed and frustrated. What XXXX did, is disrespectful to me as a customer, disrespectful to the job and to Nationstar Mortgage that hire her for this job. I am still waiting for the check of {$250.00} from Escrow. After all, I have a letter from Nationstar Mortgage that says, they need time until XXXX, 2015 to solve the problem. I strongly disagree with this response and I would like the problem to be solved in better timely manner. Another problem is that Nationstar Mortgage reported me with partial payment to my Credit Report. This is not true. sent all the documentation to prove it. Please correct my Credit Report. Thank you! XXXX XXXX provide a copy of Disclosure Statement and Pay Loan in Full Statement.
Company Response:
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2016-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-19
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I 'm filing a new complaint because previous complaint ( XXXX ) was closed ( I failed to timely dispute the last response from the mortgage company which I overlooked ). My mortgage company approached me about refinancing my home loan for Texas property. We went through the entire process of assembling the paperwork, appraisal ( & gt ; 3 times the loan value ), credit research ( excellent credit ), perfect payment history on existing loan, etc. The property had to be considered investment property because, though I 've owned it since XXXX, lived there until XXXX, still have utilities in my name, my family still lives there and it 's the only property I own, I live XXXX miles away managing multi-family property owner by a family XXXX and my Texas Driver 's License has that address. ( I informed them of these facts at the onset of the loan consideration. ) They said I would have to give up my homestead exemption, which I reluctantly did since the lower payments would enable me to pay the higher taxes. No sooner had I done that when they then said I could n't refinance the loan because I did n't have a homestead exemption on the property XXXX miles away that is in no way connected to this loan. I was given the following options : 1 ) Change all my driver 's license and other records back to the loan property address ( which would be lying and virtually impossible to do ) ; 2 ) Declare the property as a XXXX home and, since no one can live there but me, kick my family out on the street ; or XXXX ) Have the multi-family residence owned by an XXXX deeded to me alone and get a homestead exemption there. In response to my previous CFPB complaint the company submitted a boilerplate response that they had received the complaint. They later submitted a final response dated XXXX/XXXX/XXXX which I accidentally overlooked and failed to dispute. I do take issue with their explanation in the XXXX paragraph of that letter ( attached ) regarding what I was told and the sequence of events and it failed to answer the key question. The letter claimed " this particular guideline is in place to remain compliant with Texas state law regarding 'cashout ' or Texas home equity loans. " I DO somewhat understand the part about giving up the homestead exemption on the loan property though I believe Texas should allow a person to keep a single longstanding homestead exemption on the only property they own even though they are not currently living there. I do NOT understand why the underwriters would care about my having a homestead exemption on OTHER property that is not involved in an investment loan. Are we to believe that, under Texas law, investment loans can not be refinanced unless the borrower has a homestead exemption wherever they currently live, a circumstance that must be very common? I submitted a request to have my homestead exemption reinstated and was denied. Since I 've now lost the homestead exemption on the loan property, and the property is appraised at a higher value, my tax payments for this year have risen over 10 % and I 'm left without the refinance to enable payment of those higher taxes.
Company Response:
State: TX
Zip: 798XX
Submitted Via: Web
Date Sent: 2015-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-19
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Nationstar Mortgage has not been posting and keeps correct recordkeeping of my monthly payments. As early this year ( XX/XX/XXXX ) I faxed proof of XXXX payments that had not posted of cancelled checks that was cashed by Nationstar that was not posted or counted for on my account. They still have not corrected the issue as of yet. My bankruptcy attorney ( XXXX XXXX ) has also contacted them to help clear this issue. They have added money into the escrow, which did not need to be added. I have been in the process to sell my house all year. I keep getting final payoffs with additional things applied and several different explanations from their employees about the final payoff. I had filed bankruptcy chapter XXXX in XX/XX/XXXX which my house was not included in the case. I am getting explanations from Nationstar that the trustees has a hand in this. Also my attorney tried to apply for a short sale on the property. They kept saying they did not get documents, in which the short sale was done through the equator system by my attorney. Nationstar did not inform us that were denied until I called them. My attorney has clarified it does not have anything do with me filing bankruptcy and it does not show in the XXXX system that the house is included in my bankruptcy I am very frustrated because I stop mailing in checks and have been calling in my payments bi-weekly with adding an additional {$19.00} to make sure the payments are posted. Nationstar does not keep accurate records of mortgage payments being made and do not follow-up conversations to help you out. The same person does not resolve or help you with your issue. They had disconnected me several times to come back to the phone and help you out. Very bad customer service helps when trying to expedite and resolve an issue. All I need is to get a correct and reliable payoff statement so I can sell my house. Please help me I am stressed and tired of calling and explaining this same issue for months. They full of not telling the truth about your account.
Company Response:
State: MD
Zip: 20746
Submitted Via: Web
Date Sent: 2015-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No