Date Received: 2015-09-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I experienced business practices that are disturbing and show a lack of internal governance. Nationstar Mortgage LLC reported inaccurate negative information to the credit bureaus which damaged my and my wife 's credit ratings. Nationstar has also charged unauthorized and incorrect fees to my account. The response time and quality of communications from Nationstar has been entirely inadequate and has failed to resolve these issues. What follows is a brief summary of my experience, though I do have a detailed record of my communications with them. Nationstar failed to process my automatic payment enrollment on multiple occasions. On XX/XX/XXXX, I received a notice, by mail, from Nationstar that my mortgage had been transferred. No payment procedures were provided, so I contacted Nationstar. They provided payment instructions, and I sent a check through the mail. On XX/XX/XXXX, I contacted Nationstar by phone to request a copy of my monthly statement and to enroll for automatic monthly payments, as I had through the previous lender. On XX/XX/XXXX, more than 5 weeks after my request, I received a form in the mail to enroll in automatic payments. On XX/XX/XXXX, more than 6 weeks after my request, I received a copy of my monthly statement in the mail. On XXXX, I mailed the automatic payment enrollment form with a voided check. However, Nationstar failed to process the enrollment. On XXXX, I contacted Nationstar by phone and spoke with XXXX XXXX ID XXXX XXXX, who first claimed that no voided check was attached, but then confirmed that she had found the missing voided check. She assured me that my mortgage was set up for automatic payments. Still, Nationstar failed to execute the payments and proceeded to charge XXXX late fees of {$150.00} each and XXXX " property inspection '' fees of {$15.00} each to my account as a result. Since XX/XX/2013, I have contacted Nationstar at least XXXX times attempting to resolve issues, to request an accurate accounting and explanations for incorrect or possibly incorrect charges to my account, as well as to request reimbursement for incorrect fees. On XXXX, I requested a payoff statement using their automated phone system. The statement was promised to arrive in XXXX business days. When the statement had n't arrived nearly XXXX weeks later, on XXXX, I contacted Nationstar again, this time through their web portal, to request a payoff statement. On XXXX, when I still had not received a payoff statement, I contacted Nationstar again by phone. I was told by the Nationstar agent that they had no record of my request for payoff statement, and that they would send XXXX within 3 business days. On XXXX, I finally received the payoff statement through email. This mortgage was paid in full on XXXX, though I continue to request from Nationstar a review of all of the fees XXXX both late fees and property inspection fees XXXX that have been charged to my account, all of which I dispute due to Nationstar 's failure to automatically debit my mortgage payments, reimbursement of incorrect fees, and correction of inaccurate information reported to credit bureaus. Dealing with these issues has consumed approximately 56 hours of my time working to fix errors or omissions made by Nationstar. In addition, both my wife and I suffered significant damage to our credit rating starting XX/XX/XXXX and continuing to today due to erroneous information provided to credit rating organizations by Nationstar. I have had the foresight, resources, energy, and business experience to document the history of my interactions with Nationstar. Throughout this series of interactions, Nationstar has failed to appropriately address my written and verbal requests. Nationstar 's policies and practices have had a negative impact on my and my wife 's credit ratings.
Company Response:
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2015-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-18
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We recently contacted Green light and Mortgage to refinance our current mortgage went through the options available to us we choice the option that best suited our needs. XXXX XXXX provided us with new loan document and contract and in the contract the follow disclosure was made and I quoteThe locked rate you were quoted, and our rate lock agreement is contingent upon you signing and returning required document within 5 BUSINESS DAYS of receipt. If we do not receive the required documents within 10 BUSINESS DAYS of receipt, we will be unable to proceed with your application and it will be cancelled. After this time, you will be required to re-apply and start over. We return the signed loan document and contract XXXX/XXXX/2015 through XXXX on XXXX day from the time we initially received them from XXXX XXXX and on the XXXX we sent declaration page and XXXX mortgage document 3 business days from the when we initially received them XXXX XXXX. I call XXXX XXXX and was informed our contract was cancel we did not meet the requirement s set forth ion XXXX page of the disclosure and were expected to pay more interest. We met the required obligation within the time frame specified in the disclosure page within the specified business days. In fact today would be the 10th business day of the agreement today. While I can understand policy and procedures we meet the requirements but then to be treated in condescending way from XXXX XXXX put me over the edge I am filing a complaint a against Greelight Mortgage with AZG, HUD, FTC. We meet the requirements set forth by Green Light Mortgage it is Green Light Mortgage that 's failed to honor their agreement with us
Company Response:
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2015-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar mortgage i feel discrimated and cheated.They send repeated bills with wrong amounts saying I owe.On XXXX XXXX which is the date my current mortgage amount us due i owe XXXX to get current with XXXX in suspense.9 days later i owe XXXX with only XXXX in my suspense my suspense should not decrease unless they mail it back to me.So my suspense decreases by XXXX and the amount they say i owe increases by XXXX it should be the other way around.Makes me question wheres my money going.I filed for a home modication due to change in income no contact as of yet.I feel cheated and ignored
Company Response:
State: PA
Zip: 15136
Submitted Via: Web
Date Sent: 2015-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I want to know why Nationstar Mortgage , LLC was able to legally secure a Lender Placed Flood Insurance Policy with an annual premium in the amount of {$1600.00} on a XXXX mortgage with a principle balance of approximately {$3600.00}, when the previous year 's annual premium was {$44.00}, which covered their interest on my XXXX mortgage with a principle balance of approximately {$4900.00}. Not only did the annual premium amount change, but the coverage changed from {$4900.00} to {$180000.00}. I already had flood insurance coverage on my XXXX mortgage for {$180000.00} and the principle balance on that loan was {$100000.00}.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX of 2015, I refinanced my home loan. This summer, I received a notice from the XXXX government, that my property taxes had n't been paid in the prior six months. Nationstar, my loan servicer, collects an escrow for this purpose. I thought they were paid at closing but even so, Nationstar should manage these payments. I contacted Nationstar to inquire as to the status of property tax payments. They said that they conducted an investigation and then made a payment. I asked them to share what they learned during their investigation, specifically I sent them the following : '' The update only seems to note that a payment was made. Please provide the results of your investigation into this matter. For instance, please clarify whether an amount was also paid at closing as noted by the loan underwriter. How much was the late fee and how was it paid? " Nationstar did not respond to these questions. I ask that they offer a full accounting of what happened, who was at fault, and whether they charged me for the late fee. If they did charge me for late fee, why they did so.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2015-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is a matter of a mortgage company failing to perform due diligence. Upon receiving my monthly bill from XXXX Gas Company. There was the following notation : '' This Is Your Final Bill. '' I contacted XXXX Gas ; who informed me that Nationstar Mortgage Company requested the gas service to be discontinued! I do not have a mortgage with this company ; and I was quite upset with the XXXX Gas for honoring such a request without obtaining any type of verification. After doing some investigating on my own-based on my knowledge of my neighborhood ; I discovered that Nationstar Mortgage Company had foreclosed on a home that had a similar address- except it was Place rather than Street. I immediately contacted Nationstar Mortgage Company. I was instructed to send written notice to their research department- informing them of the obvious error. I sent a letter to their offices located at XXXX XXXX XXXX XXXX in XXXX, Texas. So far, I have not received a reply from Nationstar. I was required to obtain a new account number from XXXX Gas Company. i was angry with XXXX Gas due to the fact that they require individual account holders to verify their identity prior to allowing access to an account. Apparently, this process is waived for mortgage companies! Today, I found that Nationstar has done nothing to correct their records ; when XXXX men came to my home to take pictures of the " foreclosed house! '' I directed the men to the correct address. So far, they have not returned to my home. I am at a lost as to what I should do to protect myself! I am afraid that Nationstar will attempt to evict me from my home! I have attempted to contact Nationstar by telephone. None of their employees seem to know where to transfer my call, or provide me with any helpful information! This company should not have the ability to discontinue a utility without providing the necessary verification of ownership/ right to do so! Additionally, Nationstar Mortgage appears to have a very lax method of conducting business.
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2015-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar denied XXXX XXXX application on the erroneous basis that she failed to submit documents. Nationstar continually requests documents in a piece meal fashion and as a result of its asking for documents one at a time, all the other documents grow stale and my clients ends up on a document production treadmill where the application is never completed because Nationstar requests documents one at a time or in piece meal. As a result, it denied XXXX XXXX application. All the necessary documents were PDF to XXXXXXXXXXXX but he is out of the office until XXXX XXXX, 2015. All the necessary documents were then faxed over to Nationstar today. Since, this is Nationstar 's error, we are requesting that it review XXXX XXXX application in its entirety and in the time frame required by HAMP, which it does not do.
Company Response:
State: NY
Zip: 11375
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: A complete stranger to the transactions, NATIONSTAR MORTGAGE LLC ( " NATIONSTAR '' ), has caused a co conspirator called XXXX XXXX XXXX as a foreclosure trustee to falsify instruments and file those in county recorder falsifying that there is a default when not only there is no default and ALL payments on a non existing loan has been received by the pretender lenders but also as the affidavit of ex police officer and currently private investigator, XXXX XXXX XXXX XXXX shows per attached, NATIONSTAR and its co conspirators such as XXXX XXXX XXXX and others have been involved in securities fraud and mortgage fraud which is covered under Title 18 USC 471 which has a penalty of 20 years in prison per count plus monetary penalties, so if these criminals did it for XXXX times, that is XXXX years in prison. Title 18 USC 471 cites " Whoever, with intent to defraud, falsely makes, forges, counterfeits, or alters any obligation or other security of the United States, shall be fined under this title or imprisoned not more than 20 years, or both. '' Source : https : XXXX. This is in addition to all other criminal activities completed by these criminals which include but is not limited to Cal. Penal Code 532f ( a ) 4 which cites " ( a ) A person commits mortgage fraud if, with the intent to defraud, the person does any of the following : .... ( 4 ) Files or causes to be filed with the recorder of any county in connection with a mortgage loan transaction any document the person knows to contain a deliberate misstatement, misrepresentation, or omission. '' and violation of Penal Code section 115, subdivision ( a ) which cites " " ( a ) Every person who knowingly procures or offers any false or forged instrument to be filed, registered, or recorded in any public office within this state, which instrument, if genuine, might be filed, registered, or recorded under any law of this state or of the United States, is guilty of a felony. '' Moreover, please see attached XXXX of CFPB in support of appeal of another homeowner and at the request of the XXXX circuit court of appeal which was recently submitted to the XXXX circuit court of appeal which with ample substantiation essentially stating that trustees and attorneys such as XXXX XXXX XXXX are in fact and in law debt collectors and subject to FDCPA. As such, I am respectfully requesting that CFPB not only fines these criminal establishments such as NATIONSTAR and XXXX XXXX XXXX but also revoke their debt collection license and ensure that all their officers and directors are imprisoned, their personal assets are garnished as result of countless criminal conduct they have committed against XXXX of XXXX of people perhaps even XXXX of homeowners. CFPB has the means, the resources and as it corroboratively articulated in the attached XXXX authored by CFPB, the Bureau ( " CFPB '' ) is the first agency ever to have general rulemaking authority under the FDCPA. Pursuant to that authority, the Bureau issued an advance notice of proposed rulemaking on debt collection in XX/XX/XXXX. See Debt Collection ( Regulation F ), 78 Fed. Reg. 67,848 ( XX/XX/XXXX ). Moreover, NATIONSTAR MORTGAGE so called " assistant secretary '' ( a robo signer ), falsely and fraudulently has declared under penalty of perjury that " The mortgage servicer has tried with due diligence to contact the borrower as required by California Civil Code 2923.55 ( f ) .. ' when not only these charlatans have received my notices of rescission multiple times ( see attached ) but I declare under the penalty of perjury that by pure accident I checked the county recorder 's registrar and accidently found out that on XX/XX/XXXX, without notifying me and when I have not been contacted by these criminals, who have fraudulently filed yet another forged, untrue and false instruments in countyrecorder.
Company Response:
State: CA
Zip: 95070
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I applied for assistance in saving my home with my servicer Nationstar Mortgage. They have denied me for a loan modification ( XXXX/XXXX/2015 ) stating my Net Monthly Income is not sufficient to service my debt. They state my gross income is XXXX per month and my net income is only XXXX per month. This net income is not correct. They made an error in the review and are now refusing to correct the error and properly review me for assistance. I am a tip earner and my tips show on my pay stub in a separate location from my regular pay. However, Nationstar is refusing to use them in my net income. The year to date net income shown on my pay stubs only reflect what my employer pays me for my base pay. The tips are not included in that year to date on my pay stub. They need to be added back into the year to date to get my TOTAL net income. Nationstar is only using my " base '' net income paid to me by check. They are excluding my tips from my net income simply because those tips do not show in my year to date net income at the bottom of my check. I have explained this to them now several times and their underwriter refuses to correct their error. If anyone looks at the year to date totals at the bottom of my pay check, you can see the tips were deducted from the gross income along with the payroll and taxes. The year to date total gross is accurate, but the net only pertains to what my employer paid me by check for my base pay.This is an error in underwriting and my attorney has pointed this out to a manager at Nationstar. The manager agreed with me and sent my file back to underwriting stating an error was made in the review and that my net income used in the review excluded my tips which should have been used. My net income is not XXXX per month but closer to XXXX. Underwriting came back stating they were not going to correct the error and they are still denying me and refusing to even look at the issue. They state the decision stands and they refuse to correct my net income to what shows on my pay stubs. This is ridiculous and I can only come to the conclusion this is being done on purpose to evade reviewing me for assistacn save my home. My tips are shown as a deduction to my gross monthly income because my job does not pay me my tips. I receive them in cash while working. It is common sense that there is no way someone can have a gross monthly income of XXXX and a net income of XXXX. There is obviously something missing. It 's my tips!!!!! I was told I was denied for a loan modification because my net income is too low and I am unable to service my debt/expenses. This is not true. My servicer is ignoring my tips on my pay stubs when calculating my net income. I am not sure why they refuse to count my tips in my net income. They show on my pay stub and we have explained this to a manager named XXXX ( XXXX/XXXX/15 ) who also agrees with us. This is the second time Nationstar 's incompetent underwriting refuses to count my tips toward my net income. They count it toward my gross income. It 's not complicated and I believe Nationstar is simply doing this to purposely evade reviewing me for assistance. This is the second time I am applying for assistance and the second time Nationstar refuses to properly underwrite my paystubs.
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The bank became what she thought was her answer that bank and loan companies are now not around so she took the reverse morg. it was either that or lose the house I do not feel that was fair. Now the government owns my home and XXXX XXXX Florida just put in city water when we all had great working wells and is charging each home owner XXXX XXXX to pay for it I am XXXX there are so many people leaving cause they can not afford it and when my daughter when to the meeting she was removed twice for talking about how unfair this was ... the city is now putting in a giant pool which they toss out that the idea over money now all the sudden its being put in the city water was voted in the summer when winter residents were not here to have a input we pay XXXX to get over our bridge and yet our gov. took XXXX of XXXX money to pay off a civil suit he lost ... that would put alot of water in is there anything I can do
Company Response:
State: FL
Zip: 33991
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No