Date Received: 2015-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 've contacted Nationstar Mortgage on a number of occassions regarding my escrow account. Specifically, I am concerned that I am being charged mortgage insurance due to Nationstar 's negligence. The negligence is based on the appraisal that they ordered at the time I re-financed my mortgage. I understand that they contract an appraiser that is independent from the underwriting process, however, they should have qualified individuals on staff to determine if the appraisal they are considering is appropriate. First, Nationstar has a lien on XXXX separate properties with separte property index numbers. The appraiser combined XXXX properties and valued it as XXXX. By combining XXXX properties, the comps used to determine a value were not similar to my property. An additional issue was that they used foreclosed properties as comps. This type of property was not an indication of market value but distressed value. I 've researched this issue and it is in contravention to prudent appraisal guidelines. What is especially troubling is that the customer service departments ( general customer service, escrow department, etc. ) are not helpful and do not have the knowledge to handle my inquiry. After an over-extended period of holding, being transferred from department to another, and not knowing what " mortgage '' insurance is -- I somehow get disconnected. Regarding mortgage insurance, they continue to think that I am referring to property insurance. I understand that mortgage insurance is required on loans with an LTV higher than XXXX %. At the time I purchased my property this was, in fact, the case. However, the values are not being properly reflected. I have asked for another appraisal - one that values each property seperately and uses like-kind properties as an approriate comp. In my last contact with Nationstar, they informed me that I would be contacted by some representative from the appraisal department. I asked if this individual was an employee of Nationstar or an independent appraiser -- they were unable to discern the difference.
Company Response:
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been called and send letters that I missed my XXXX XXXX XXXX house payment. Yet they cash the check on XXXX XXXX and on XXXX plus called I have been treated very rude and nothing is being done to resolve my issue. I have faxed them the cancelled check and they still demand another check. The entire staff I have talked to XXXX and they will not listen and hang up or put me on 30 or more minutes hold. They are not trying to resolve my issue and I have paid and they are threathen me with bad credit and late payments even while they have process my check.
Company Response:
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-23
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am filing this complaint because Nationstar Mortgage LLC purchased hazard insurance when my mortgage was transferred from XXXX in XXXX of 2015. I have had continuous homeowners insurance coverage through XXXX XXXX. I have provided proof of insurance to Nationstar, and I am still waiting for confirmation that the hazard insurance payments will be waived. When I call Nationstar Mortgage LLC, the phone bank employees : a ) can not find proof of insurance documents that I uploaded to their website, b ) can not locate documents that were FAX 'd to Nationstar by my insurance company, c ) can not locate the documents that I mailed by certified mail, d ) claim that my insurance has had a lapse of payments, e ) refuse to escalate phone calls to supervisors, and f ) if they have trouble speaking fluent english they refuse to transfer the call to someone who can speak fluent english.
Company Response:
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX of 2013 my loan payment doubled. I immediately requested a Loan Modification from Nationstar. I sent in my first modification request, along with the required paperwork, on XXXX/XXXX/13 since that was how long it took for Nationstar to send me the information package. On XXXX/XXXX/13 I received a letter stating they had n't received some of the documentation. On XXXX/XXXX/13 I called and left a message for XXXX XXXX twice. On XXXX/XXXX/13 I called her again and left another message. I never received a return call. On XXXX/XXXX/13 I called XXXX. He apologized for XXXX not calling me and gave me a new fax number to send my documents. He also stated that he would send an email to XXXX stating that all of the documents had been received. On XXXX/XXXX/13 I resent all the documentation. On XXXX/XXXX/13 I received a letter they had received all of my documentation. On XXXX/XXXX/13 I received a letter stating they were missing documents again. On XXXX/XXXX/13 I called XXXX and left a message. On XXXX/XXXX/13 I called XXXX and left a message. Again, I never received a call back. On XXXX/XXXX/13 I called and finally spoke to XXXX. She gave me another fax number to try and apologized for no one ever returning my phone calls. On XXXX/XXXX/13 I resent all of the paperwork again. On XXXX/XXXX/13 I received a letter they were still missing some of the documents. On XXXX/XXXX/13 I called XXXX again. She stated she got an email from XXXX but with no explanation. She then confirmed that they had all of the required documents. She stated that she was going to manually upload everything into the system, while I was on the phone, but that for some reason she could n't see XXXX pages of what had been sent on XXXX/XXXX/13. Eventually she stated that she had been able to confirm everything was in the system. On XXXX/XXXX/13 I received all of the final HAMP documentation. On XXXX/XXXX/13 I received a letter stating that I was not eligible for HAMP but the section that stated why was left blank. On XXXX/XXXX/13 I received a letter stating that I 'd been approved for HAMP and that I was to enter a trial plan. It went on to say that after a trial plan, I would qualify for a permanent modification. I made all my payments on time. When I made my last trial payment online for the month of XXXX XXXX, Nationstar 's website incorrectly charged me twice the usual amount. On XXXX/XXXX/13 I called XXXX XXXX in customer service about getting my overpayment back. While I was on hold with him, he spoke to his supervisor ( XXXX XXXX ), and then stated that I would receive my overpayment back in 5-7 days by mail. On XXXX/XXXX/13 I spoke to XXXX in customer service who stated that I would not be receiving any of my money back. On XXXX/XXXX/13 I spoke to XXXX, who stated that he was XXXX 's supervisor, and confirmed that the money was no longer able to be returned to me because it had been figured into the permanent loan modification. I asked him who his supervisor was and stated I wanted to speak with him. XXXX then hung up on me. On XXXX/XXXX/13 I received a letter stating that the {$780.00} would not be refunded to me. It should be noted that during this 6 month ordeal I received multiple letters from Nationstar stating that I had a different point of contact for the HAMP process. Some of these were received once a week. They are as follows : XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX, XX/XX/2013-XXXX XXXX. I never was able to contact many of these points of contacts during the process. Nationstar mishandled this entire process through unreasonable delays, miscommunication, lost paperwork, and downright theft. They then had the audacity to report me to the credit reporting agencies for non-payment for the entire duration. I then tried to have them remove the fictitious credit reporting and they refused to do so. I am looking at litigation at this point.
Company Response:
State: AZ
Zip: 85710
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Good morning, In 2006, I applied for a 30yr fixed mortgage through XXXX XXXX XXXX, then at the end of the year ( 2006 XXXX, when I received my statement, I was confused at the huge interest amount, so I contacted the bank. They told me that they gave me a 10yr interest only and 20yr fixed mortgage. I never applied for anything like that! They refused to help or fix the situation, and then they sold my mortgage to Nationstar Bank. I talked to Nationstar to try to resolve the issue and they will do nothing. I have been making and continue to make huge interest only payments because they refuse to fix this issue. I am happy to provide additional information to support my case. I am a single, working senior citizen and I can not afford a lawyer or to lose my home. This is not right and I need justice!
Company Response:
State: GA
Zip: 30549
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I found a late payment on my credit report for XXXX 2015 for Nationstar Mortgage, even though XXXX was not there back a few months ago. I called Nationstar and they told me that they took part of my payment ( about XXXX ) and applied it elsewhere, so then there was not a full payment for the mortgage. They never told me they were doing this, or notified me, and they kept the full payment of approximately XXXX, which was credited from my bank account. XXXX XXXX told me to fax her the proof directly of my payment two weeks ago, which I did. I have not gotten a response so I faxed another letter yesterday, still no response. I called today and talked to XXXX in customer service who said that she saw nothing in my file. She tried to get ahold of XXXX but no luck. Now she told me I have to re-send everything to their research department and that she can not help me. They have a different department for every issue and no XXXX talks to anyone else so it is like starting over with an issue every time you call. Nationstar did something similar when I first opened my loan. I sent a cashier 's check for a large amount of money for my escrow account, and they applied it all to my mortgage, then tried to charge me interest. It took me over 3 months to get the situation rectified.
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2015-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: There is a late payment reporting on my mortgage loan Nationstar Mortgage. That late is the one that was n't my fault. I gave them my account info for that months payment and an auto set up for the next month. They got it right for the auto payment for the next month but somehow did n't get it right for that month. But it was on their end not mine. I did address and it was to be corrected and the remark still has not
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2015-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-22
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My reverse mortgage was transferred from XXXX of XXXX GA to Champion Mortgage of XXXX MI and XXXX TX on XXXX XXXX, 2015. Since that time they have requested and I have sent them Occupancy Certificates and Property Insurance documents that XXXX never asked for. Now they have just sent me a mailing that looks to me like a marketing scam except that the heading claims that I am in default. It mentions solutions that will terminate the mortgage but never says why the mortgage is in default. I think I have satisfied all the requirements of the mortgage contract. I want to get your assessment of the situation before I ignore or contact them by phone or mail.
Company Response:
State: NY
Zip: 10901
Submitted Via: Web
Date Sent: 2015-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was told by an Agent of Nationstar that they do not charge a fee for pay online customers on their website if the account is current as well as up to 9 days past due, They go thru XXXX XXXX and do not charge Customers the fee to pay online. At 9 days past due and after to pay online on their website they charge a transaction fee of XXXX which they state goes to XXXX. XXXX This is on top of a late fee at 15 days past due. ) The concern here is that current and past due customers up to XXXX XXXX do not have to pay for XXXX services, but customers after XXXX XXXX have to- this is targeting a group of individuals and is unacceptable. Either way the fee should be subsidized for ALL Clients or the fee charged for ALL Clients. XXXX doesnt know that these folks are past due. I can not stand dealing with this company, the right hand has no clue what the left hand is doing and I 've had to spend my valuable time doing this research- I was on the phone for just shy of an HOUR with them on XXXX XXXX unacceptable!
Company Response:
State: MO
Zip: 64118
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar mortgage overcharged me in my payoff of my loan. They gave XXXX payoff amount, which was paid to them, and then they said that I owed more money, and gave me a new payoff amount. I had to pay interest for the difference, which amounted to {$580.00}, which I was overcharged. Nationstar assumed my mortgage one month before I sold the house, and when I called them to ask if they were going to do an autopayment, they said no, to send the mortgage check, which I did. They then XXXX cashed my check and extracted an autopayment for the same month, within days of each other, which resulted in a double payment for the month and overdraft fees in my bank account. When speaking with XXXX XXXX at XXXX x XXXX, he agreed that I had been overcharged, but since then has not returned any of my calls. Nationstar was completely at fault giving me a wrong payoff amount, and I should be reimbursed the {$580.00} I was wrongfully charged in interest.
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2015-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes