Date Received: 2015-10-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My experience with Nationstar Mortgage began in XXXX of 2015. They assumed MortgageFrom XXXX XXXX XXXX. Since the first day Nationstar has been Harassing and threatening, non stop. I became behind approxmatly 2 months on my house payments due to a bankruptcy. XXXX, had agreed to work me after my discharge, they had said after my discharge they would allow up to 6 months to catch up my loan. They did not hold up to that. Brings us to NAtionstar. In XX/XX/XXXX or XX/XX/XXXX, after neumerous high pressure calls, from them and foureclousure threats, and letters. A representitive from their company and i entered into an agreement over the phone. I was told i could make extra payments toward my arrearages, to catch things up over 4 months. at this time, i was about 1 1/2 months behind, maybe only 1 month. I made my payments and extra as agreed. However, NAtionstar, continued their harassment and emotionally abusive phone calls, prodding, threatening foreclosure, telling me no one has reaffirmed your mortgage, you can just walk out. Why i kept asking myself, all i could conclude is they figured, they could force me out of my home, and resell it. I had to do my bankruptcy, due to a divorce, my wife and i later were working toward reconciliation, but she was XXXX, and past away 6 months later. I explained all this to them, and they kept insisting, just pay what you owe in full, and we will stop. how about stop because you agreed to give me 4 months, and i am living up to my end?? But they continued, sending registered, mail, threatening foreclosure, and causing embarrassment, even after i made my last payment in XXXX, and brought my loan up to date. Altho I was told i still owed {$120.00} when i called them to inquire why the foreclosure threat, when i 'm caught up? The payment i Made on XXXX XXXX, was {$540.00}, XXXX. This is the amount that was on their bill pay site in bold red, saying total amount owed. and also confirmed on that date by phone with XXXX of their representatives. So why are they still trying to steal my home, trying to continue their harassment and emotional abuse? They record phone conversations, listen to them and you will see, over and over i tried to work with them, but they just were unwilling to stick to agreements, or stop their harassing actions and abuse. In XXXX, due the XXXX, from them, I was taken to the XXXX with what i thought was XXXX, XXXX, XXXX was for me, extremly high. Turned out, nothing was wrong XXXX but i do have XXXX issues. Had my XXXX, and XXXX now. I have written a more detailed complaint, and if i can i will attach that, also the paper work i found on my Nationstar internet account. The bottom line is, I just want to live out my life, in my home, and be left at peace, not continually harassed, by anyone. Also in my XXXX XXXX, 2015 conversation, twice i asked to speak to another person, first i asked for a face to face, to have the {$120.00} explained to me, the subject was then changed by the representative, and it slipped from my mine after that, but also i asked to speak with someone in another department or a supervisor, at which i was just told, they would tell me the same thing, I then told them i would find the Government agency that regulated them and contact them, and they just kinda shrugged it off..
Company Response:
State: MO
Zip: 639XX
Submitted Via: Web
Date Sent: 2015-10-15
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid off my mortgage with NationStar on XX/XX/XXXX2015. I received a letter 2 weeks later telling me that I would receive a check for my remaining escrow money XXXX {$680.00} XXXX as well as a check for overpayment on the mortgage XXXX {$99.00} XXXX. I was not sent either check. After contacting NationStar several times via their website, I was given a phone number to call for customer service. After a conversation on XX/XX/XXXX/15 I was told that I would be sent both checks and would receive them in 7-10 days. On XXXX/XXXX/15 I received the check the mortgage payment. By XXXX/XXXX/15 I had not received the Escrow check and contacted NationStar again. I was told that the dispersal of the check was 'denied ' by someone in the company, but the customer service reps did not know why. I was told on XXXX/XXXX/15 that the issue would be handled right away and the check would be expedited. I was due a call-back on the XXXX. I did not get the call back. It is well over the 30 days that Nationstar is allowed by federal law to return my escrow money and I have no faith that I will be returned this money.
Company Response:
State: MO
Zip: 65203
Submitted Via: Web
Date Sent: 2015-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-15
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My wife and I did a deed in lieu of foreclosure back XX/XX/XXXX. The account was closed XX/XX/XXXX and our credit reports reflects that as well. But as we have recently applied for a mortgage, we 've noticed that the old mortgage company XXXX Nationstar Mortgage XXXX is now reporting on our credit file that the account has late payments in XX/XX/XXXX ... even though the account was closed XX/XX/XXXX. I have all the documents supporting the successful close of the deed in lieu with a XXXX balance. Myself, my current mortgage rep, and the credit bureau attempted several times to call Nationstar Mtg to resolve this issue but we were unsuccessful in our attempts, as they blew us off each time. What can I do? This is holding us up terribly from buying another home ... after we 've rebuilt our credit. We 've put down earnest money as well as had a home inspection done. HELP!
Company Response:
State: LA
Zip: 70124
Submitted Via: Web
Date Sent: 2015-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has not correctly credited the payments that I have made. Now they are charging me late charges due to an error that they made on XXXX XXXX, 2015. I need to get this taken care of now before I lose my home. Please help.
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2015-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mailed in payment to mortgage company was not cashed. Nationstar Mortgage loan # XXXX Called and had check stop issued and did payment over phone so not late then mortgage company sumitted check to bank XXXX days later. Billed us {$14.00} for NSF fee I called and said our payment was made earlier by phone please remove fee. They said that they would do. Because we send more than payment we have extra put on principle. Received XX/XX/XXXX statement and in stead of putting it on principle they listed it as Adj Forbearance Suspense crediting it and then debiting it. Then I have a Property Inspection listed with a charge of {$14.00}.
Company Response:
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My experience with Nationstar Mortgage has been a nightmare from the very beginning they purchased my loan from XXXX XXXX XXXX. XXXX XXXX XXXX was taking XXXX mortgage payment out of my checking account on the XXXX and the XXXX of each month only charging me {$4.00} additionally per withdrawal. I phoned Nationstar Mortgage to set this same type of payment plan up, was told I had to pay {$290.00} up front then they would take out XXXX a payment every two weeks to pay my mortgage off early. Which would have been great if I could afford to do, but not feasible for me and I could not understand why I had to pay them {$290.00} up front to get their payment. I then fell behind on my payments due to medical bills and other hardships, applied for a forbearance sometime last year only to be denied. I have asked them to do a 3 month deferment to try to get back on track so I can keep my home, but have only been told no to anything I have tried. I have tried forbearance, asked for deferment, asked about refinancing under a XXXX Loan, and even refinancing, was declined on all. When anyone calls me from Nationstar Mortgage it is always someone who can barely speak XXXX, they do not leave a message on my phone when I am unable to answer due to being at work. I have never experienced such a nightmare regarding a mortgage company. Nationstar Mortgage has called me on several occasions before XXXX and after XXXX. many times when they call they hang up without even speaking to me. They will call me and hang up as soon as I answer the phone. This is a nightmare and doing the best to keep my home which I owe far more than the home is worth.
Company Response:
State: TN
Zip: 37917
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I was informed today ( after an excessive runaround ) that XXXX XXXX transferred my loan to NationStar. This was incredibly shocking to me since I was NEVER notified in ANY way. XXXX has had my up to date contact information because I have received tax info from the company in the past.Why I was not notified of my loan going to another company I can not understand. When I finally spoke with a NationStar representative I found out I was transferred to NationStar XX/XX/XXXX! They received payment for a couplemonths then it stopped. Apparently XXXX XXXX never gave them the correct contact info for me either ... so they were never able to get in touch with me to tell me about the transfer of my loan or how they were not receiving the payments I was sending. I was then informed I was {$8500.00} behind! And yet I had been sending {$1300.00} a month -every month- and NEVER missed a payment ( actual mortgage payment ~ {$9500.00} ). I understand XXXX may have forwarded XX/XX/XXXX-XX/XX/XXXX to NS. That still leaves XXXX months of payments unaccounted for! That is {$11000.00} XXXX XXXX has STOLEN from me! If NationStar is unable to waive the legal fees already associated with my now in foreclosure home ( DUE TO XXXX XXXX ) I believe XXXX XXXX should have to reimburse all fees. Not to mention the severe damage this has on my credit. I was also notified that since I am not active duty I do n't qualify for any security services military members are eligible for ... I AM XXXX, have been since XX/XX/XXXX and am currently XXXX. If I had not been attempting to look up some property tax info on a whim my house would have been foreclosed and I would have never been notified of anything until after it was complete! I had to do all of these phone calls via XXXX to attempt to talk to service reps.
Company Response:
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was taken off of scra military benefits. Automatic payment schedule got messed up ... I never got call back. I keep getting forwarded to same non responsive person. Email or sent hidden. I finally got a hold of someone when they thought I could refinance..to see how to catch up on my payments. Paid XXXX. Through XXXX XXXX. But phone message says I only paid XXXX and I owe for XXXX. Yet it also said the last payment was XXXX XXXX. XXXX different messages non of them rt. Everytime it forwards to same voice mail. Even when I try to get forgot password or sign up for new online it routes me to same non responsive person. NATIONSTAR Morgage. Took over my account from XXXX XXXX XXXX I had since 1998. But since being with nation star they did not honor paper work XXXX XXXX showed me they sent..finally got rt interest applied but not sure retroactive was applied. Then they took me off of scra again for no reason. Husband sent documentation but still struggled with what was going on with account. They sent someone to my house where the Tennent lives saying it is important they contact me about morgage. People comming and taking pictures. Then recently mailed a package to house were my Tenet lives that is under morgage even thou they know where I live in Texas.
Company Response:
State: TX
Zip: 77090
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We had been working with XXXX on a loan modification. As the loan modification was being put together, the loan was sold to Nationstar ; therefore, had to start all over again. After working with Nationstar for more than TWO years, they issued a loan modification in XXXX XXXX, 2015 and mailed it to us. We received the package on Tues, XXXX XXXX late afternoon. We immediately called Nationstar on XXXX XXXX to get clarification and responses on missing data and items left blank ( customer service person who took the call was not trained or unaware of how to handle this call ). On XXXX XXXX called again and insistent that the call be escalated to management or someone who was trained on this subject matter, XXXX XXXX, Team Manager in the Loss Mitigation - Bankruptcy department took the call and requested we email all the questions. We emailed the questions immediately that day because we knew of the importance of this matter. It 's important to note that from the time we received the package to the time that the payment and paperwork was expected back to Nationstar was LESS THAN XXXX hours. We did NOT receive a response from Nationstar until XXXX XXXX ( more than 30 days to respond ; even though, we frequently called for updates ). After the issues were clarified, I was told by XXXX XXXX that the loan modification package was now dated and needed to be updated with a new package in order for us to sign and notarize. On the follow-up calls we were advised by Nationstar that supposedly Nationstar was reviewing the documents and working on a new package that will be mailed to us with shortly. Instead of sending us a new loan modification package, a NEGLIGENT employee at Nationstar stated or noted that we rejected the loan modification which is a total FALSE statement, and we were forced to submit a new package and start all over again. We emphasized this fact to Nationstar when we sent the new package. Now Nationstar is stating that the loan modification has been denied based on some secret calculation that we are not privy to review or question. We have also been given a conflicting response by a Nationstar c/s rep : based on the net present value ( NPV ), it is more financially beneficial to the investor to liquidate the asset ( yes, we owe less than the value of the home ). Of course the home values have improved. Fortunately, for most of the country, the economy and the real estate market has improved. We have seen the effects in our income. After struggling financially as XXXX of Americans had during the deep recession ( when were also forced to filed for bankruptcy protection ), now we are getting back on our feet and are willing and able to keep our home with an adequate loan modification. We can not keep our home by simply bringing the account current. The accumulated payment in arrears is financially prohibitive ; however, a modification of loan will help us keep our home. The failure by Nationstar to provide a prompt solution was NOT our fault. We always cooperated and provided all the documents requested. The delays were not our doing. We followed up almost on a daily basis asking for updates. While all this process was going on Nationstar filed a Notice of Default and more recently a Notice of Trustee 's Sale were filed. Foreclosure is being advertised on XXXX for this Monday, XXXX XXXX at XXXX when we have not received a formal letter from Nationstar with our options and right to appeal their latest decision. This is very frustrating. When the market was bad and home values where drastically lower, the investor was willing to help, and now that the market has improved, it 's better to liquidate the asset, cash-in and leave us without a home. This seems far away from the spirit of helping American homeowners to keep their homes. Private profits over home ownership.
Company Response:
State: CA
Zip: 92606
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We had broken pipe in the XXXX floor bathroom, while away on vacation for 2 weeks. There was mold when we came back on XXXX XXXX 2015.We did not wait for insurance claim check and hired and paid in full licensed mold remediation company. The job was completed on XXXX XXXX 2015. Nationstar Mortgage received our endorsed claim check for mold remediation on XXXX XXXX 2015. It is a nightmare ever since. For the past 2 months I called to loss department XXXX times, every time they ask the same information over and over.After I sent to them Documents numerous time ( they can not read the signature, they do not see XXXX balance on contract, they lost my contract all together and can not find it XXXX they would say it will take 5 business days for resolution department to review my claim. The next time I call we would start again from square one with an other representative, who would start reading notes, etc. It seems nobody can do their job in Loss Drafts Department. They hold my claim check for Mold Remediation for 2 months. Every time I call they come up with something new. Today Rep by name XXXX XXXX read the notes again, and told me someone will call me back in 2 business days.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2015-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No