Date Received: 2015-11-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been a homeowner since XX/XX/XXXX in XX/XX/XXXX I fell behind on my mortgage. My servicer now seems to be Nationstar. I have been harrassed by this servicer and to my dismay my XXXX year old father that is XXXX whom resides in New York was recently called XXXX. The servicer harrassed my father by saying " he should be ashamed of himself for not helping his daughter with money for her home ''. This is the last straw this was clearly a predatory loan, which I am still Quite under water and I can not get Nationstar to simply work with me. I have talked to a rep named XXXX she has yet to be helpful in any way. I need this addressed this servicer can not get away with treating people like This. I have been paying my mortgage for the last 11 years and this Not what I expect in return when I am now in trouble and deserve help not to be shamed.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2015-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar has agreed to approve a borrower 's file for a short sale ( see attached docs ). I 've complied with all the terms and conditions of the initial approval docs sent to the borrower and received written instructions that the process will take 2-3 weeks once docs were submitted. I have experienced the reassignment of this file 4 times in the last 30 days that has caused unbearable delays. The last POC on XXXX required that I upload docs which I did promptly and received information that the approval should be within 2-3 weeks. After several attempts via phone and emails via equator to obtain an update, the file was sent to the Auction Dept after Equator showed the file owner changed again to XXXX XXXX? XXXX. I was informed by XXXX that because the first buyer " walked '' the file went to Auction. Actually the first buyer did NOT walk! It was determined by Nationstar that his offer was too low and would not meet the net required.
Company Response:
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2015-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXX XXXX XXXX sold my mortgage loan to Nationstar Mortgage. Upon receiving my loan, Nationstar placed my account in a bankruptcy category even though my loan or property was never included in any bankruptcy proceedings. They also failed to report my account or any of my timely payments to the 3 credit bureaus. I requested on several occasions to have Nationstar report my loan to the credit bureaus and each time they refused, siting a bankruptcy that does not exist. In XX/XX/XXXX I began refinance proceeding with another mortgage company. Nationstar received notification of such proceedings and only then did they report to XXXX, however they are reporting drastically incorrect information stating that my loan has been 30-60 days late on many occasions. This is not the case, as my bank statements will show payments have been made on a monthly basis many times far above what my minimum amount due is. These negative, incorrect reporting 's have halted my refinance. They only time my loan was delinquent was XX/XX/XXXX during a brief period of unemployment. Once my employment was reinstated I contacted Nationstar and entered into a repayment plan to pay back all of my past due payments. This plan was completed XX/XX/XXXX. I contacted Nationstar regarding the incorrect reportings to Experian at which time they verbally acknowledged that there has not been any late payments since the above mentioned repayment plan. They stated they could not remove the late reportings to Experian, yet they could refinance my loan if I remained with their company. I refused and asked for the mater to be escalated ; at which time I was told the only department that could help me was their research department. Because they can not be contacted by phone I was told to fax a cover letter and all supporting documentation. I have tried faxing the information on multiple days, on multiple occasions, from multiple fax lines. Each time an error message was received. I called again today and asked for an email address to send my documentation and they refused, stating the fax number was my only option. It was only after I shared my intention of filing a complaint with the FCPB did they provide me an email address. I believe Naitonstar is using the above mentioned tactics to stop me from refinancing with a different mortgage company. Furthermore, XX/XX/XXXX a payment was scheduled with Nationstar on to be debited from my bank account on Thursday, XX/XX/XXXX. The funds were never withdrawn. I called Nationstar and they acknowledged an error on their end and processed the payment on XX/XX/XXXX. I was told my payment history would reflect the first requested date of XX/XX/XXXX, yet it has never been corrected. When I call to inquire, they tell me they are opening a research request and I should hear back via mailed letter within 7 business days. I have never received any written documentation regarding these " request ''. I believe these " research request '' are yet another tactic used by Nationstar to avoid addressing and correcting deliberate processing errors.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2015-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: For over two years Nationstar Mortgage has denied me the opportunity to apply for the FHA Short Refinance Program as outlined in U.S. Department of Housing and Urban Development, Mortgage Letter XXXX, dated XXXX XXXX XXXX XXXX ( attachment XXXX ). This program allows responsible homeowners with negative e equity an opportunity to refinance their homes. This program is for CONVENTIONAL LOANS to refinance into an affordable FHA LOAN. This program has been extended by the FHA to end on XXXX XXXX XXXX, ( attachment XXXX email from HUD ) Nationstar Mortgage has continually placed barriers in my attempts to apply to this program. 1 ) XXXX XXXX, XXXX. Nationstar would not provide me the name of my lender so I sent a certified letter to Nationstar to request my Lender information in writing. Nationstar responded with in correct contact information for XXXX XXXX. ( attachment XXXX ) 2 ) XXXX XXXX, XXXX. After numerous phone calls and emails I received an email from XXXX XXXX at Nationstar with contact information ( attachment XXXX ) ; however, when I called the number and spoke with XXXX XXXX customer service agent, they had no idea what I was talking about. 3 ) XXXX XXXX, XXXX. I wrote XXXX XXXX and they responded back and XXXX XXXX would contact Nationstar to " give me every consideration allowed by their respective Servicing Agreement ''. ( attachment XXXX ) 4 ) XXXX XXXX, XXXX. I requested a FHA Short Refinance short pay and submitted to Nationstar to send to my XXXX XXXX. ( attachment XXXX ) 5 ) XXXX XXXX, XXXX. Nationstar would not respond via telephone calls or emails so I wrote a " Qualified Written Request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ) for a response to my FHA Short Refinance request. ( attach XXXX ) 6 ) XXXX XXXX, XXXX. Nationstar responded that they did not consider my FHA Short Refinance application because I was " Transition to a Modification '' which is not true ; I was NEVER in a loan modification transition with Nationstar. ( attachment XXXX ) 7 ) XXXX XXXX, XXXX. I provided Nationstar additional FHA Short Refinance information and Nationstar responded back to me stating in a letter dated XXXX XXXX, XXXX stating, " Please be advised in regrets to applying for a Federal Housing Administration Mortgage ( FHA ) Short Refinance, due to your loan is a Conventional Loan and not a FHA Loan you would not qualify for this program ''. Nationstar was incorrect again with their response and did not read the HUD Mortgage Letter XXXX. ( attachment XXXX ) 8 ) XXXX XXXX, XXXX. Nationstar responded to me after I resent the FHA Short Refinance guidelines, " Our records indicate you were incorrectly advised you did not qualify for the FHA Short Refinance due to the loan being a conventional loan. Please be advised, Nationstar only participates in the program if FHA identifies the loan as a loan they would like us to contact and discuss with the borrower. '' Once again Nationstar vacillates between its responses to deny my participation in the FHA Short Refinance program. ( attachmentXXXX ) 9 ) XXXX XXXX, XXXX. Email from my Nationstar Dedicated Loan Specialist, XXXX XXXX stated, " As for the FHA short refi program, it is for FHA loans, which this loan is not. The loan would have to have been originated on XXXX/XXXX/XXXX and closed on or before XXXX/XXXX/XXXX. This loan was originated on XXXX. Please visit HUD.GOV for further ( attachment XXXX ) In closing, I have clearly documented my attempts with Naitonstar Mortgage on Refinance Solutions for my mortgage and have been blocked by this Mortgage Servicer from providing accurate, timely, assistance. I am requesting that Nationstar be held accountable to my request for a FHA Short Refinance. Sincerely, XXXX, CA XXXX
Company Response:
State: CA
Zip: 93003
Submitted Via: Web
Date Sent: 2015-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-11-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my home loan through XXXX XXXX XXXX on XXXX/XXXX/XXXX. Shortly after closing, the loan was sold to Nationstar. Nationstar must purchase these loans, but not assume responsibility for the legal closing documents associated with said loan. Per my original closing documents, handled by XXXX XXXX XXXX, my LTV was scheduled to reach XXXX % on XXXX/XXXX/XXXX, and as stated, gave me the right to request PMI cancellation. I reached out to Nationstar, only to be told that I must submit a signed document, enabling them to perform an appraisal ( at my expense ), before POSSIBLY cancelling the PMI. The cost of the appraisal was more than the PMI accrual between XXXX and XXXX %, so after sending a signed request to cancel PMI ( not the form they have on file, giving them permission to appraise property ), I decided not to pursue this further until I reached XXXX % LTV. According to this same closing document, I 've reached XXXX % LTV on XXXX/XXXX/XXXX. Upon speaking with Nationstar, they state I am only at XXXX %, but not eligible for automatic cancellation until I reach XXXX %. This directly conflicts with both my closing documentation, and the Homeowners Protection Act of XX/XX/XXXX, both stating automatic removal of PMI once reaching XXXX %. This is taking a considerable amount of my time, and I 'm not overly confident that Nationstar will comply with my request, stating they have a right to continue charging PMI until XXXX % LTV is reached. Your assistance is much appreciated.
Company Response:
State: GA
Zip: 30080
Submitted Via: Web
Date Sent: 2015-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My husband passed away in XXXX. He had a reversed mortgage on our house - I was not old enough at the time to be put on the mortgage. After he passed away I contacted the mortgage company and found out they had a new program called the " non-borrowing spouse '' program where, if I qualified, I could remain in the house. I did all the required paperwork, they kept asking for more all the time dragging it out. They have put a foreclosure on the house and I need that action stopped until this issue can be resolved. I called the mortgage company weekly to get an update and was always told it was in the review stage and that they needed additional information. I immediately faxed all required documents - they probably have XXXX or XXXX copies of everything. When I called them on XXXX/XXXX/15 XXXX told me that I had been denied because I had n't had everything to them within the 120 day requirement. At no time was I told that I had 120 days to get all of this done. Actually everything was to them within that time limit but they are the one 's that kept asking for more and more. They also said that I would have a letter from HUD stating that I was denied within 10 days and I have never received a letter from HUD stating this.
Company Response:
State: ID
Zip: 83651
Submitted Via: Web
Date Sent: 2015-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-11-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX and XXXX, XXXX and XXXX years old, respectfully ask for your assistance in resolving our ongoing ( XXXX ) and detrimental mortgage servicing issues with Nationstar Mortgage , LLC and a stay of foreclosure/sheriff sale currently pending as initiated by Nationstar. We believe that Nationstar has, and continues to ; violate provisions of the CFPB, including rules and regulations from the Federal Reserve, Federal Consumer Protection Law and the Federal Trade Commission. Nationstar is # XXXX in CFPB complaints, XXXX complaints, XXXX public resolutions. Samples of the violations, including evidence, are detailed below. SummaryDuring XXXX we refinanced XXXX mortgages with XXXX XXXX Bank, secured by existing residential investment property that we earmarked for our retirement. These loans were originally serviced by XXXX, and then servicing transferred to XXXX mortgage. Both companies serviced these loans without a single issue, payments were applied correctly, escrow accounts were managed as agreed, and communication between servicer and us was professional and correct. In XXXX of XXXX, the loan servicing was transferred to Nationstar, without notice from Nationstar, and accounting problems occurred during the very first payment. We will show examples ( Exhibits XXXX ) that support the systemic violations and mismanagement committed by Nationstar. Regulation X and Regulation Z violationsShown below are examples of the violations. In regards to all XXXX loans, there are XXXX additional legal size boxes filled with information in support of our allegations. Communications : XXXX ( XXXX ) Mortgage servicing transfers. ( XXXX XXXX ) ( Exhibit XXXX ) A total of XXXX properties were serviced by XXXX ( XXXX ), and transferred to Nationstar on XXXX/XXXX/XXXX as servicer. No notice of change of servicer received from Nationstar. XXXX Requests for information ( XXXX ) ( XXXX XXXX ) ( sample : Exhibit XXXX ) Over XXXX letters sent to Nationstar during the time period of XXXX XXXX XXXX, ( average of XXXX letters per loan ) requesting information and/or clarification were not responded to. XXXX Requests for information ( XXXX ) + ( XXXX ) ( XXXX responses ) ( sample : Exhibit XXXX ) ( XXXX ) No acknowledgment of receipt of request for information and/or clarification. ( XXXX ) No responses from Nationstar. None. Nationstar continued to send notices, not acknowledging the errors or misapplied payments. The only communication received from Nationstar were form responses that were not helpful and did not include any actual information or attempts for error resolution. Payment Application : XXXX ( XXXX ) Borrower payments during transfer of servicing ( XXXX XXXX ) ( Exhibit XXXX ) The escrow payment transferred from XXXX to Nationstar in XXXX, shown on XXXX statement as transferred, was removed from account via a non-cash transaction in XXXX XXXX ( Sample attached ) Servicing XXXX Error resolution procedures ( XXXX ) ( Continues over six years ) ( Exhibit XXXX ) ( XXXX ) ( XXXX ) + CFR XXXX ( XXXX ) ( XXXX ) Payment for XXXX XXXX ( via check ) for Loan XXXX, mailed XXXX/XXXX/XXXX, cashed XXXX/XXXX/XXXX by Nationstar, not applied as reflected on Nationstar records. XXXX XXXX payment ( via check ) was accepted by XXXX. Subsequent efforts to reconcile account were not acknowledged. Current StatusMediationOn XXXX XXXX, XXXX we entered mediation, presented a plan to resolve issues, garnered an endorsement from the XXXX XXXX and judged reasonable by Nationstar attorneys present, rejected by Nationstar 's corporate office. Court TrialOn XXXX XXXX, XXXX, our countersuit was quickly and summarily dismissed by Judge XXXX. At the time of the trial, evidence supporting our position, including evidence of errors and mismanagement was not presented in court. Judge XXXX was scheduled to retire in XXXX XXXX. AppealAppeal was denied in XXXX XXXX due to no judicial error in trial court.
Company Response:
State: OH
Zip: 43220
Submitted Via: Web
Date Sent: 2015-11-01
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-31
Issue: Settlement process and costs
Subissue:
Consumer Complaint: NationStar 's loan officer and underwriter generated a malfeasance loan by encouraging an XXXX XXXX applicant to enter into a mortgage loan and requesting that the non-applicant spouse execute a waiver of rights which would allow the applicant to sign loan documents as a single borrower. NationStar indicated that the name of the non-applicant spouse would remain on the deed however, the mortgage obligation would be in the name of the single applicant. The mortgage loan documents were approved with the single borrower executing all required loan documents. The borrower maintained the mortgage loan in good standing until he deceased several years later. The remaining spouse continued to remit mortgage payments until NationStar stated that because the widow was a non-borrower on the loan, she had no rights to the account or the property. NationStar could not negotiate any refinance options nor communicate any loan information because the non-applicant spouse was not a borrower on the mortgage. The non-borrowing widow subsequently purchased another property with different lender and therefore stopped remitting payments on behalf of the deceased applicant. Subseequent to relinquenshing the property, NationStar filed legal actions against the widow who is a non-borrower and requested that the Illinois XXXX County Courts require new loan documents be executed by the widow and that she be financially obligated on the deceased spouses mortgage loan.
Company Response:
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2015-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-30
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I have had a 30 year fixed mortgage for about 7 or 8 years ; the mortgage was serviced and or owned by XXXX XXXX XXXX simple principal and interest payment. On or about XXXX or XXXX of XXXX Nationstar Mortgage from Texas purchased my mortgage and then it began. The very first payment to Nationstar, I submitted my mortgage payment of {$1200.00} and Nationstar unilaterally decided to take from my mortgage payment {$62.00} for an escrow account, THERE ARE NO PROVISIONS IN MY MORTGAGE TO DO SO. So the writing campaign began - after several months they stopped tatking {$62.00} from from my regular payment but did NOT credit my account, therefore, from this time forward because of this my regular payments became late. I send to them each and every month my payment by Certified Mail and I have NEVER been late and/or missed any payments. I have in my possession copies of all my cancelled checks back to XXXX XXXX. Next fee to appear on my statement is a Property Inspection fee of {$60.00} - I live in Pennsylvania Nationstar is in Texas - when I inquired they wanted to make sure I was taking care of my hone! Next they " force '' me to purchase Flood Insurance for the year XXXX and XXXX it must be {$250000.00} - Flood Insurance is NOT in my mortgage agreement, I only owe {$140000.00} plus the courts have ruled you can not do so - I am a member of this Class Action ; did not matter I personally purchased Flood insurance approximately {$500.00} for each year. I have written to them by Certified Mail to Cease and Desist, delete all the fees, including the late charges, and to send me an " Amortized Statement '' of my mortgage account showing a straight principal and interest payment - to date they have refused. Requested an appeal procedure, such as arbitration, no response, no appeal procedure and no arbitration ; they just keep sending from letters, each time from a different person. I want to refiance my home because my interest rateis 8.9 % and I know it is NOT being caculated correctly ; with this on my credit record it is hopeless! Bacically, Nationstar " Unilaerally '' ignored the sign Mortgage Agreement and simple forced placed their " own '' rules.
Company Response:
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2015-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been waiting to hear from NationStar Mortgage. I filed a complaint and they agree to respond by XXXX XXXX, 2015. To date there is no respond
Company Response:
State: NM
Zip: 88310
Submitted Via: Web
Date Sent: 2015-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No