Date Received: 2015-11-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company Nationstar is threatening foreclosure on my house due to what they believe my account is a payment behind. I went through a modification which trial payments begun XXXX XXXX 2015, I made my payments on the or around the XXXX of each month towards my payment due on the XXXX. XXXX of 2015 Nationstar started sending me notice and calling saying my account was past due. I have been trying since XXXX 2015 to resolve this issue but Nationstar is neglecting to try and resolve the issue. I call, I send letters, I email but still cant seem to get someone to look into this issue and resolve it. I believe they are trying to wrongfully foreclose on my house. I have spoke to XXXX attorneys and they have advised me to check out respa and to try and work out with Nationstar first, that it could simply be an error in paperwork some where along the way. So I am just at my wits end as to what more I can do to get this resolved as Nationstar is making communication with them difficult.
Company Response:
State: CA
Zip: 93726
Submitted Via: Web
Date Sent: 2015-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Since the market crashed, I was unable to modify my home to a more lower monthly payment and interest rate. I was working XXXX jobs at the time to be able to pay my home for two years and modify after two years. Unfortunately the market went belly up and my jobs were also affected making it difficult for me to afford the payment as my interest rate increased after the 2 years, increasing my payment. When I called XXXX bank at the time for help, they told me " the only time they will consider to help is when my loan is at a default. '' I was up to date with all my payments at the time and did not want my credits to be affected. I continued to call and received the same answer. I finally defaulted on my loan after taking out cash from credit cards, my retirement from my other job to pay my loan, when all was exhausted I had no choice but to default on my loan. I then began the process of modification which continues to stress me out today. I have been denied from XXXX bank to another, transferred from XXXX bank to another, been given forbearance and trial payments to pay which I completed only to be denied after or transferred again after. I have re-applied over and over, sending multiple documents to every bank that I have been transferred to, and again same result, disappointment and stress. I also filed bankruptcy due to medical bills from my XXXX child, and all the credit cards I took cash from to help pay my mortgage. All this stress began back XX/XX/XXXX and continues today. XX/XX/XXXX my loan was transferred to Nationstar and the process started all over again. I was given a trial payment plan that I have attached to this letter. I was happy about finally getting some help, however, after reading the trial payment, I was being defaulted for all late payments, difference of previous payment from modified payment would be added to my principle, interest rate is not guaranteed once my loan has been modified, and there is not mention of my second loan to which they hold. They sent me back money that I sent them to pay some of my mortgage, because it was not consistent with the amount they wanted so I stopped all together. They refuse to take the amount of money I can afford to pay some of my loan, and still they default me for that while I was in the process of a modification. The trial payment plan they sent, I had to refuse it because mu principle balance has increased and will continue to increase even with the modification. I requested an investigation to find out what happened to my XXXX loan because I do not want them to come back at me later with that loan. I have asked multiple times, and every time I am given a different answer. XXXX representative said that my XXXX was " Discharged '' I have not idea what this meant and they did not know either. The other representative said that they did not carry my XXXX, yet I receive a letter from their research department stating my XXXX has been reviewed and they feel credit correction was not necessary at this time. They still did not tell me what happened to my XXXX, and are not being fair with my request for an honest modification. I am asking for help as they continue to place my home in foreclosure. This is my primary home XX/XX/XXXX and I do not want to loose it. I have also attach the recent letter I received from their research department. I called several times on the hour of operation, and their automated recording states they are closed, or leave a voice mail. I left several messages for my loan specialist XXXX XXXX, she never returns my call. Left several messages for bankruptcy representative, they never return my call. I believe they have placed my account to be answered only by their automated machines, since information is entered to verify my account when I call. Please help as these banks are getting out of control .... XXXX
Company Response:
State: CA
Zip: 907XX
Submitted Via: Web
Date Sent: 2015-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage loan was transferred from XXXX XXXX XXXX to Nationstar Mortgage. I did not receive notification of this transfer until after I made a {$980.00} mortgage payment to XXXX for my XXXX 2015 payment. When I set up my new Nationstar Mortgage account, I noticed that my payment to XXXX had not been applied to my Nationstar Mortgage account and my account was showing as not paid. I paid Nationstar Mortgage another {$980.00} so that my account would be paid with Nationstar within the 15 day grace period and would not be hit with late fees or result in a negative credit report from Nationstar. The transfer letter that I received from Nationstar stated that XXXX would forward the payment to Nationstar ( XXXX # XXXX / my Nationstar mortgage # XXXX ). XXXX XXXX XXXX XXXX # : XXXX / my XXXX mortgage # XXXX ) has not forwarded that payment. I have been defrauded by both Nationstar and XXXX in what appear to be a scheme putting me in a situation where I am forced to pay XXXX mortgage payments for 1 month. As I see it, XXXX has defrauded me out of {$980.00} by accepting my payment, knowing that my loan had been transferred to Nationstar, and then failing to forward that payment to Nationstar which resulted in my having to pay Nationstar an additional {$980.00}.
Company Response:
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2015-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: From the Desk of XXXX XXXXPrivate Attorney GeneralXXXX XXXX ( XXXX ) andXXXX of People in a Court of Record XXXX XXXX, Ca XXXX XXXXXXXXConsumer : XXXX XXXX XXXXProperty Address : XXXX XXXX XXXX XXXX XXXX, CA XXXXPENDING CRIMINAL INVESTIGATIONLAST UPDATE XX/XX/2015***VIOLATION OF CODE OF CIVIL PROCEDURE CCP XXXX 4 YEAR STATUE OF LIMITATIONS***FEDERAL CONSUMER LAWS CIVIL CODE SECTION 1567. An apparent consent is not real or free when obtained through 1. Duress 2. Menace 3. Fraud 4. Undue Influence or 5. MistakeFEDERAL CONSUMER LAWS CIVIL CODE SECTION 1567. An apparent consent is not real or free when obtained through 1. Duress 2. Menace 3. Fraud 4. Undue Influence or 5. MistakeFEDERAL CONSUMER LAWS CIVIL CODE 1571. 1572. 1573. 1574. 1575. 1576. 1577. AND 1578PENAL CODE 115.5 FALSE DOCUMENTS RECORED IN THE COUNTY RECORDERS OFFICE PENAL CODE 182 CRIMINAL CONSPIRACIES PENAL CODE 470 ( a ) ( b ) ( c ) ( d ) FORGERY CALIFORNIA CODE OF CIVIL PROCEDURE 749 AND 749.512 USC Sec. 503. Liability of directors and officers of member banks ; 12 USC Sec. 504. Civil money penalty ; 12 USC Sec. 541. Tax on circulating notes generally ; 12 USC Sec. 582. Receipt of United States or bank notes as collateral ; 12 USC Sec. 629. Conversion of banking corporation into Federal corporations ; procedure 12 USC Sec. 630. Offenses by officers of corporation ; punishment ; 12 USC Sec. 631. False representations as to liability of Unites States for acts of corporation ; punishment ; 12 USC Sec. 632. Jurisdiction of United States courts ; disposition by banks of foreign owned property ; 15 USC Sec. 1692. Congressional findings and declaration of purpose ; 15 USC Sec. 1692g. Validation of Debts ; 15 USC Sec. 1692j. Furnishing certain deceptive forms ; 15 USC Sec. 1693n Criminal liabilities ; 15 USC Sec. 1693o. Administrative enforcement ; 18 USC Sec. 479. Uttering counterfeit foreign obligation or securities ; 18 USC Sec. 480. Possessing counterfeit foreign obligations or securities ; 18 USC Sec. 1962. Prohibited activities ; 18 USC Sec. 986. Subpoenas for bank records ; 31 USC Sec. 5316. Reports on exporting and importing monetary instruments ; 42 USC Sec. 1986 Action for neglect to prevent ; VIOLATION OF GOVERNMENT CODE SECTION8214.1 ( d ) Failure to Discharge the Duties or Responsibilities of a Notary PublicVIOLATION OF GOVERNMENT CODE SECTION8214.1 ( e ) Adjudged Liable for Damages in Any Suit Grounded in Fraud, Misrepresentation, Violation of State Regulatory Laws or Failure toDischarge Fully and Faithfully the Duties of a Notary PublicVIOLATION OF GOVERNMENT CODE SECTION8214.1 ( i ) Act Involving Dishonesty, Fraud, or Deceit with the Intent to SubstantiallyBenefit the Notary Public or Another, or Substantially Injure AnotherVIOLATION OF GOVERNMENT CODE SECTION8214.1 ( l ) Execution of any Certificate as a Notary Public Containing a StatementKnown to the Notary Public to be FalseExecution of a certificate that the notary public knew contained false information. VIOLATION OF GOVERNMENT CODE SECTION8214.1 ( o ) Failure to Secure Journal or Official stamp Yes No Not Required CommentsGRANT DEEDXXXX-XXXX-XXXXDOCUMENT # XXXX XXXX XXXXHEREBY GRANTS XXXX XXXXXXXXDEED OF TRUSTXXXXXXXXXXXXDOCUMENT # XXXXLAWYERS TITLEDOC # XXXXTITLE ORDER # XXXX # XXXXXXXXBORROWER- XXXX XXXXLENDER- XXXX AND LOANTRUSTEE- XXXX XXXX XXXX CORPORATIONMERS IS BENEFICIARY***XXXX WAS SUSPENDED IN XXXX XXXX, XXXX BY THE SECRETARY OF STATE OF CALIFORNIA AND FRANCHISE TAX BOARD IN XXXX. SEE ATTACHED INTER-AGENCY INQUIRY******ON XXXX XXXX, XXXX XXXX
Company Response:
State: CA
Zip: 91748
Submitted Via: Web
Date Sent: 2015-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-08
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I began a refinance process in early XXXX. My goal was tocombine my first and second loans with a good interest rate. I had been receiving adds from Nationstar Mortgageregarding their no appraisal fee or closing cost packages, and since I had a relationship with them, I called them first. I was offered a good interest rate but with a 30 year loan. Idecided to proceed. It was an endless process. I was askedto resubmit a loan rate lock weekly, then seemingly moreso ; eeach time with different numbers. My fianc is a financeperson by profession and would point out issues with thenumbers to me and I went round and round with Nationstaruntil we finally came to an agreement and set up a closingdate for XXXX XXXX. I was to bring funds to closing topay for an XXXX XXXX card. Late XXXX XXXX I got a call that the underwriters wanted anew homeowners ' policy as the one that I allowed them toplace for me would not suffice for the refinance package. Really, three month 's later they discovered this? Admittedly, I did not know not did Nationstar advise me that this cheaperpolicy that they offered was not really a great idea in the long rrun for me. Frustrated, I set up a loan policy but needed toset up my other homes with this company as well, so it wasquite a process! When I contacted Nationstar regarding the new policy I wasadvised that I had to start the process again but reassuredthat I would get the same terms. Again I was asked to redothe rate lock over and over and each time with bad numbers. The loan was supposed to cover the payoffs of the XXXX loans ( roughly {$86000.00} ) plus closing costs, with credit for escrowfunds paid ; leaving a loan total of {$88000.00}. Nationstar keptcoming up with a {$90000.00} loan plus money to bring to closing. By the end of XXXX I began to demand a closing date. Ithen received an email from an underwrited, XXXX that sheneeded Shedule E of my tax returns ( which she had ). Myloan processor apologized for her, then began to whineabout my XXXX hour workweek and how it meant that I needed tto bring more money to the table or wrap it into the loan tocover other minor bills ; most of which I had paid or about topay off. In addition I had submitted my XXXX balance ( decent ) to help with my debt to income ratio to helpqualify for the loan package that I wanted. Then to top it off he threatened to want to dealve into myfianc 's finances which would have not been an issue in thebeginning of this process but ridiculous at this point. Whynow??? I am totally frustrated by the incompetence and lack ofprofessionalism on behalf of Nationstar. I feel that onlyone agent ( XXXX ) knew what he was doing and that hebecame embarrassed by the botched process inearly XXXX and has been in the background since. I feel that Nationstar has been a disservice to me and Iam trying to get away from this company as fast as I can!
Company Response:
State: NV
Zip: 89015
Submitted Via: Web
Date Sent: 2015-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nation Star sent a letter dated XX/XX/XXXX saying I needed to show proof of my homeowners insurance and I needed to have my agent show proof that I had insurance, otherwise Nation Star would buy insurance on my behalf. I received the escrow bill this week ( dated XXXX/XXXX/15 ) and Nation Star is escrowing, exactly, {$270.00} from my account, which is what I pay XXXX directly! I talked to my insurance agent through XXXX XXXX and she had no idea why that would happen. Nstar then ESCROWED the exact amount I pay to my insurance company and had the audacity to send me a bill stating the amount I already pay would be deducted monthly into my escrow account. Nation Star clearly took the info my agent sent them and added it to the escrow account, so that they would be paid. I have always paid through XXXX, so this is very disconcerting that NationStar was hoping I would not catch what they did in order to take more money out of my pocket and in to theirs. After being passed to XXXX different people, the woman in the escrow department said it was an error on their part and they should have never charged my account. She said they are starting the process to take the HOI off of the account, but when I kept asking about having something in writing, she only said they would reanalyze my escrow account. This is a predatory " debt collector '' as they call themselves on the statements, not a mortgage company. This company is sketchy and engages in predatory practices that are completely shady. I will be calling back to make sure this is completed AND I requested something in writing to state the charge was removed from my escrow and there would be a new analysis. While on the phone, I also asked how I can remove my tax escrow and the woman told me it was n't possible to remove the escrow. I told her she was wrong and it was possible. She put me on hold and after a few minutes came back to tell me I could submit a request, which they will most likely deny, but I at least tried and will keep trying because she was clearly withholding information from me on how I can remove the tax escrow. I want Nation Star to give send me the exact steps to have it removed.
Company Response:
State: IA
Zip: 52245
Submitted Via: Web
Date Sent: 2015-11-07
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has not filed a release of lien. When I was notified of the transfer of the mortgage from XXXX to Nationstar ( XXXX XXXX ) my mortgage had about two years of payments remaining - mostly toward principal and a total amount under ten thousand dollars. If I had let the mortage run its course, I would have only paid a few hundred dollars in interest. So I was thinking about paying it off anyway before the notification of the transfer arrived in the mail. I made XXXX payment in XXXX to Nationstar, which was difficult because they only set up my online account when I demanded it after XXXX consecutive days of phone calls and more than five hours on the phone. And then the payment did n't show up until I called back repeatedly - and the customer service is abysmal. This made me quite nervous because I pay bills on time and have excellent credit. At that point I decided to pay off the rest of the note, so I requested a payoff statement. The payoff statement that they sent was incorrect, so I had to request another one. I did a wire transfer directly from XXXX XXXX XXXX so that I would have some very official documents for my records that would confirm that I submitted the final amount on the payoff statement. Months later, Nationstar has not filed the release of lien after multiple official requests. They also have apparently never reported the existence of the loan ( which was in their hands for just under two months ) and it does not show up on my credit reports - either as an existing or closed mortgage. I am concerned because, as I have told the company multiple times, that if I need to sell my property the transaction will be held up because they still have a lien that needs to be removed. The company seems entirely incompetent at best, and predatory at worst. When they bought my loan, I had made every payment on time without issue. Never had problems with a mortgage company for the entirety of my mortgages ( and I have had several on different properties in my lifetime ) but Nationstar is a disgrace. What they are doing is unlawful - there is a law that requires them to release the lien, and I am afraid that I 'll have to pay a lawyer to get it done.
Company Response:
State: TN
Zip: 37412
Submitted Via: Web
Date Sent: 2015-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: 11/6/15Nationstar Research Reference # XXXXXXXXNationstar Loan # XXXXGood Afternoon XXXX Service Personnel, My Private Mortgage Insurance removal process with Nationstar mortgage began on XXXX XXXX, 2015 when I faxed over the necessary forms to start the removal process. Two weeks later the Escrow & Insurance arm of Nationstar called me to discuss the process and ensure I met the criteria before moving forward. The criteria for PMI removal consisted of being up-to-date on all payments with no late fees or penalties as well as having been in the home for 2 years along with a Loan-to-value ratio of 80 %. I met all the criteria and was within 2 months of being at my home for 2 years. Since the process takes over 3 months to finalize there was no worry of the two year time frame. As far as the value was concerned we needed an appraisal to ensure an 80 % LTV. Based on my recent city of XXXX, TX tax appraisal I was sure I would be at 80 % or below. On XXXX XXXX, 2015 an approved and required Nationstar appraisal was completed, at my expense. The tax appraisal came in at {$300000.00} and Nationstar 's appraisal came in at {$300000.00}. Regardless of which value we use my LTV was below 80 % which Nationstar acknowledges 100 %. Now the fun apart, apparently Nationstar forgot to tell me it was 75 % not 80 % LTV for PMI removal. If this very important fact was not left out I would never have started this process. As such, Nationstar and I have been going back and forth since XXXX, 2015 with no resolution in sight. The hardest part is getting someone on the phone who can understand this since they keep telling me its 80 % LTV and I should not have PMI but then I get a letter or email telling me its 75 % LTV. It 's very difficult to get senior people on the phone that understand and can assist. Every time I call I get a new person who has to get back to me because they do n't know what 's going on. Naturally, Nationstar disputes their customer service associates are uninformed and believes I am incorrect because they state they have no records of this. As such, I decided to test their allegation that there is no record. On XXXX XXXX, 2015 I made XXXX phone calls to their customer service hotline at XXXX XXXX XXXX XXXX. The first one was at XXXX C.S.T. and I spoke with XXXX and second one was at XXXX C.S.T. and I spoke with XXXX. Both were very professional and polite and I asked them both about my PMI removal and LTV requirements and received XXXX different answers. XXXX advised me it was 75 % LTV for PMI removal and XXXX advised me it was 80 %. I asked both to double check and they both did. How can this be? How can XXXX different customer service reps looking at the same account come up with XXXX different PMI removal LTV ratios? As you can see, Nationstar needs to ensure its customer service division is better trained since consumers rely on this data to make very big financial decisions. I can also run this experiment again and again and I 'm sure I will get XXXX different answers each time. Lastly, I still want to work with Nationstar and keep them as my mortgage company but I do want them to remove my PMI as a token of goodwill. I remain a good, loyal and timely paying client who only wants what 's rightfully his based on the information I received from Nationstar. I come to you as my last option ; no one else is willing to help me. Not the mortgage company or their customer service division or the XXXX. If there is anything you can to do assist please do. Thank you in advance! Thank You, XXXX XXXX XXXX XXXXXXXXXXXX
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2015-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We had a mortgage with XXXX that was transferred/bought by Nationstar Mortgage LLC. We got a transfer notice from XXXX on XXXX XXXX. It said to send our payment to Nationstar for our XXXX payment. We did that and it was returned by Nationstar. We called them and they said that because we are a XXXX BK loan we could only call them on the phone to make a payment and it would be a XXXX fee each month. We have filed CH XXXX BK but the mortgage was not included in it and the trustee does not make the payments. We have been making the payments on time to XXXX Also we asked for statement or why we could n't access the online. They said they do not send statements or allow online access for XXXX bk loans. How are we to know that they have been allocating money to our escrow tax and have paid our taxes. I think we are being penalized for being a CH XXXX BK. It is going to cost us an extra XXXX dollars each month to pay our mortgage. Then we have no proof they have posted the payment and paid our escrow. They also gave us a different address for the company than is on their website and in the transfer letter. We are unsure as to what is going on with our Mortgage. This seems a bit shady.
Company Response:
State: CA
Zip: 95492
Submitted Via: Web
Date Sent: 2015-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nation star mortgage XXXX refusing to provide the actual original note to foreclose on this property
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2015-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes