Date Received: 2015-11-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: An addendum to my complaint submitted early in the week : After becoming thoroughly frustrated with Nationstar Mortgage ' s horrible refinance process and giving them the red light, the company 's underwriting team ( Greenlight ) decided to send me a denial letter! Really??? It took you four months to make this decision? Poor! So what happens to my current loan with this company? Maybe I will blessed and Nationstar Mortgage will sell my loan! I suppose this is what happens when you file a complaint!
Company Response:
State: NV
Zip: 89015
Submitted Via: Web
Date Sent: 2015-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted a clients packet twice, the third party authorization was sent over three times via the fax number ( s ) provided by the customer service representatives. The last customer service representative XXXX, informed me to resend all of the documents to ANOTHER fax number. The number XXXX gave me was a completely different number the number the other XXXX XXXX XXXX gave me. XXXX was asked several times if I could speak to the XXXX, or given the managers phone number or email XXXX refused. XXXX finally said this is n't the " place '' you emailed those documents to, let me transfer you. '' I was then transferred back to the Receptionist who transferred me to XXXX who informed me his manager XXXX XXXX was not available. I explained to XXXX that I had forwarded the RMA to them three times. A clients personal information was sent via FAX three times and was transmitted to someone, and I was not going to send that CONFIDENTIAL INFORMATION again until I spoke with a supervisor. I then asked why are the CSR 's NOT giving out the same fax number? He said he does not know, he then placed me on a brief XXXX minute hold and told me to MAIL a complaint to Nation star Mtg. LLC and rattled off their physical mailing address. I then asked XXXX XXXX # XXXX to transfer me to the Loss Mitigation Department, he then informed me, '' Although you faxed a loss mitigation packet over as well as a third party authorization, you FAXED IT TOGETHER and the loss mitigation department will NOT acknowledge it/ upload the third party authorization because it was not suppose to be sent to them. '' XXXX was asked to repeat him self. He did just that ... I was instructed to resend both do then asked XXXX to see if some one in loss mitigation was available, ( this call began at XXXX XXXX, as I type I am still on hold, it is XXXX XXXX. ) I was then transferred to a XXXX rep, who gave me another number to fax the third party authorization. Told me she could not help me any further and hung up on me. I then called the client and she was informed by the lender Rep XXXX XXXX that she had not received a submission/RMA from XXXX XXXX XXXX XXXX PA and to resubmit another packet. Attached is proof of transmittal as well as proof of another RMA submitted.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my mortgage with XXXX approximately XX/XX/XXXX, account # XXXX. There has always been a 15 day grace period with no extra charges incurred if paid within that time frame with this and every mortgage I 've ever had ( since XX/XX/XXXX ) including XXXX. On XX/XX/XXXX XXXX passed the servicing of this loan to Nationstar, XXXX XXXX XXXX XXXX, XXXX, TX XXXX, XXXX account # XXXX. To date, they 've failed to pay my Property Tax on time, and now they 've informed me they will now be charging me a {$9.00} " Processing fee '' if I fail to pay by the XXXX of the month. I spoke with " XXXX '' from the account escalation team. She was adamant that this was not a " Late '' fee, but rather a " Processing fee ''? Curious. If that was so, this fee would always be charged regardless of the date so long as it was in the 15 day grace period, no? XXXX explained that most mortgage Servicers are banks, but Nationstar is not and thus uses XXXX XXXX for mortgage payments, thus they charge this 'fee '. This company, through it 's business model, is disguising this fee as a " Processing fee '' when the reality is it is a 'Penalty Fee ' or 'pre-late fee ' for not getting it to them a week earlier than the XXXX. This changes the conditions of my loan by accelerating the late payment date from the XXXX to the XXXX of the month. I do not agree with this action and it was clearly NOT part of the Loan agreement I entered into with XXXX. If this company wants to participate in the servicing of mortgages it must play by the same rules as everyone else or I should be able to op-out of XXXX 's transferring the servicing to them.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Settlement process and costs
Subissue:
Consumer Complaint: When I refinanced my current home loan in 2013, I was told by my mortgage agent that I can cancel my pmi when LTV reached XXXX %. Today when I contacted my servicer Nation Star I was told there was a note in the documents I signed that I agreed to cancel PMI until it reached XXXX %. Which is totally outrageous and against the law. I called my investor XXXX XXXX and they stated that XXXX % LTV is their guideline to remove my PMI. The fact my agent lied to me and that XXXX XXXX used a guideline of PMI which is against law make me very upset.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-12
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I HAVE BEEN ATTEMPTING TO REQUEST A MODIFICATION on my mortgage with Nationstar for over a year now, The Lender blatantly failed to comply with HAMP rule Book notwithstanding of its participation and therefore obligation to do so. in a period of over a year, the failed to assign a SPC or Customer relationship manager to the account even after an appeal was submitted. in the contrary they purposely assigned a Legal Code into their system that prevented me or anybody in my behalf to speak with the bank. i was cheated by their attorneys at court whom cohered me to sign a consent judgment so no further litigation was active on the account, this being back on XXXX 2015, this will grant them a sale date in court 90 days after that. well to my demise and surprise they continuously refused to remove code or to allow me to speak to anyone in regards to my modificatiion, even worse denied my attorney to even sepak wtih them direclty in thse regards, therefore we could n't know whether addiitonal documents were nedeed or not until 2 weeks prior to the set sale date they decided tosend correspodnece denying the modificaiotn leaving me with 3 days literally to dispute their decision, i was able to do so at no avails i still was n't able to speak to anyone regarding my modification or dispute. they have failed to evaluate my request accordingly miscalculating income as per the rule book and taking out of the equations XXXX or deferment that could have resulted in a workout. it is obvious there is something else here as the property location is heavily coveted and the Lender might have special intentions therefore to create this issue for me. i addition there are 2 + years of unpaid principal balance which were discharged by the Chapter XXXX bankruptcy i am part of now, which they ; disregarding Bankruptcy court order, refuse to remove from the balance due, with the obvious attempt to disqualify me from any work out, any and all efforts have been done to reason with this bank with no positive results. the Court has granted an additional extension to sale due to proof remitted to judge of the above stated but now they have given me 3 days to resubmit a modification request ; which i will do. in hopes this organism has the tools to overcome the red tape and make justice, sincerely, XXXX XXXX
Company Response:
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I got a Reverse Mortgage in XXXX 2009. My original principle was {$100000.00}. I have only drawn out {$38000.00}. I am not finding what happened to {$31000.00}. I have requested a complete schedule of withdrawals and an available balance numerous time, and have only received partials.
Company Response:
State: TX
Zip: 76710
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: In XXXX 2015 and XXXX 2015, I attempted to refinance my loan through the HARP program with my existing lender Nationstar ( under their Green Light XXXX ). When I called, I specifically stated that I was just coming out of a bankruptcy and wanted to know if that would hinder my chances. I 've had my loan for 8 years and never paid late. I was told no. I also asked if the LTV on my home would stop me from qualifying for a HARP refinance. Again, I was told no. My problem is the way my application was handled. Initially, it seemed like my refinance was going to happen. The closing coordinator said everything was going smoothly, and all I needed was employment verification. My impression was that after this was submitted, my loan would not be long in funding, but then I was told that their underwriting did not like me as a prospect. After that, I kept getting told different things. First I was told by the representative that the system did n't like my loan, and the people working my loan could n't get the system to accept it. Then it was that the underwriting department did n't like me as a loan prospect because of the bankruptcy even though I was told my credit and income were not the issue. Part of the problem was that my loan with Nationstar had n't been reaffirmed after bankruptcy and that I should try to find out if I could get it reaffirmed. I called Nationstar and was told there was no need to reaffirm my loan and that it was being reported to the bureaus. After I told XXXX XXXX that, he said it was a problem with the system and to try back XXXX XXXX. I called back XXXX XXXX and my application was flat out denied. Again, because their underwriting department had problems with my bankruptcy. What does n't make sense is that the reason for denial on their letter was " value or type of collateral is not sufficient, '' even though Nationstar 's website states that they have no underwater limits on HARP refinances. I need someone to get a truthful answer as to why I was denied when I seemed to meet the requirements initially. I still have a lot of my documentation and e-mails that I can provide. Thank you.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2015-11-16
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage and XXXX XXXX XXXX have conspired to ruin our credit by telling us the problem was solved yet they reported our payment as late when verbally advising us otherwise. This happened when XXXX sold or transferred our loan as modified to Nationstar and gave us one month to delay payment yet never applied that payment properly, thus ruining our credit. As senior citizens, we need our creditworthiness. It 's fraud perpetrated against us.
Company Response:
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2015-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Good morning, My name is XXXX XXXX and I am the personal representative of my deceased parents ' estate. My mother passed XX/XX/XXXX. My father passed XX/XX/XXXX and at that time he had a reverse mortgage. Since my father 's passing, the family has complied with EVERY request in our efforts to keep the family home. However, XXXX XXXX XXXX of XXXX, XXXX on behalf of Champion Mortgage of XXXX has illegally practiced dual tracking and continued to aggressively move forward in scheduling foreclosure and sale of our property for XX/XX/XXXX which would render my daughter, her XXXX-month old baby, and XXXX other sons homeless. The foreclosure sale has been recently posted several times in the XXXX. XXXX XXXX XXXX is a law firm notorious for assisting reverse mortgage lenders with illegal dual tracking, which was practiced throughout this process in dealing with my family. In our efforts to satisfy the loan, Champion Mortgage has disallowed us our legal right to six months in which to satisfy the loan with XXXX additional 90-day extensions if needed. To receive those extensions, the family would need to show that it 's actively arranging financing, which we have shown numerous times. We 've had a ratified contract on the property since XX/XX/XXXX. The information shared with you represents a national problem with reverse mortgage lenders, and their unfair, unethical, immoral and illegal practices. These practices take advantage of the family at a vulnerable time, placing them at risk for eviction and homelessness. Dealing with these unethically companies adversely affects the well-being and health of the heirs of deceased homeowners. These practices continue to break the public trust regarding banks, reverse mortgage lenders and their attorneys. Additionally, my daughter who had been living with my parents at the time of their deaths and still resides in the home is the buyer. Her lender, XXXX XXXX has caused the delays which is well-known to Champion Mortgage. XXXX XXXX was contacted and began their loan application process XX/XX/XXXX. Over the past eight months with XXXX, we 've had to suffer through XXXX different loan processors while they continually ask for extensions of time in which to process the loan application. Yesterday, XX/XX/XXXX the family, our realtors and title company were all XXXX prepared and hoped to close/settle as demanded by Champion. However, XXXX did not communicate with us the day before nor the entire day of XX/XX/XXXX except to say in the morning via email that they were not ready and then in the evening after banks had closed. In the evening, XXXX 's underwriter called my daughter and suggested that they might be ready by XX/XX/XXXX which they know is after XX/XX/XXXX date of the scheduled foreclosure and sale of our property. They then sent an email requesting additional information -- a letter from her tenant/brother explaining why he paid his rent with a cashier 's check and does not have a regular checking account! As the personal representative over the estate, I have been in constant contact with all involved throughout this process and immediately facilitated every requested submission of information to Champion Mortgage/Nationstar and XXXX XXXX. I 've also recently paid the property taxes. As a professional realtor and retired HUD professional, my realtor has remained in constant contact with Champion Mortgage, sometimes holding on the phone for over 30 minutes in her efforts to obtain and/or provide information. My daughter has immediately provided every requested document, many times twice. Her realtor has provided every requested document and remained in constant contact. The title company began it 's process early on to avoid any possible glitches. Because our contract was ratified XX/XX/XXXX, we are exempt from the new TRID law app
Company Response:
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2015-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage company has continuous stated that I owe a balance for XXXX 2015, XXXX 2015, XXXX 2015, XXXX 2015, & XXXX 2015. I have contacted multiple representatives and supervisors from the customer service department, fraud department, and foreclosure department. I have provided money order receipts for each XXXX of the payments they state I have not paid. Each time I have called, I owe a different month or it is under investigation. I recently received another letter stating that I have overpaid {$4000.00} in escrow and they were taking that money for my outstanding loan payment. I believe this company is acting fraudulent and trying to scam for extra interest or late fee payments. I have all letters, money order receipts, to substantiate my claims. I would like this matter corrected urgently. I am a senior citizen and this is my home. I rely on my limited income and I can not be threatened to be foreclosed on and my home taken away when I have sent them the proof that I have timely paid my mortgage.
Company Response:
State: AR
Zip: 72301
Submitted Via: Web
Date Sent: 2015-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No