Date Received: 2015-09-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear sir/madam, I heard about you through a magazine. your article gave me a hope so I hope you can help me as well. I would like to complain about nation star mortgage. I have bee with this mortgage company since 2007. I have refinanced my house once in this whole period of time. Last year my husband was incarcerated, and I was left with all the financial responsibilities. I have XXXX kids, and I work full time in retail. I have been trying my best to take care of everything. I work long shifts and sometimes I work 7 days a week. I can not spend anytime with my kids. they stay at my parents or sisters during the time I am at work. I tried to get some help from Nations star mortgage. first of all they took forever, the person who was assigned to bring my mortgage amount lower was so hart to get a hold of. he would never contact with me on a timely manner, the time he would provide me with the updates. I was so tired of calling Nations Star. They would never give me a proper answer. I had almost given up. One day I got a letter that I was not eligible. I think they did n't take proper action to solve my problem. I am so furustrated. Please help!!!! thank youXXXX XXXX
Company Response:
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2015-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had a mortgage loan with XXXX XXXX XXXX and it took over a year to get a modification but I finally did itMy payments went down to about XXXX. A monthI did n't want to lose my house so I went thru the painstaking processAfter a couple months XXXX XXXX XXXX sold my mortgageTo nation star and they immediately raised myPayments back to almost XXXX. A monthI can not afford this payment and XXXX XXXX XXXXNor nation star will advise or help meI am an XXXX yr old widow with very little incomeAnd just went thru a bout with XXXX XXXXMy home is totally falling apart and I have no moneyTo fix itIt floods the air and furnace do n't operate rightI have plastic bags in windows and doors to keepThe weather out my windows are rotting roof leaksYou name it I 'm in trouble I do n't know what to doTo get my payments back down so I 'm not homelessSomeone please help meI 'm even going XXXX and losing some XXXXAnd no money because it 's all getting eaten upBy my mortgage paymentGOd, will someone please guide or advise me whatTo do?? XXXX XXXX XXXXXXXXXXXX
Company Response:
State: IL
Zip: 60453
Submitted Via: Web
Date Sent: 2015-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was sold to Nationstar from XXXX XX/XX/XXXX. This is a loan modification that was in effect since XX/XX/XXXX, with never a late or missed payment and no issues XXXX. Since XXXX has had this loan there have been multiple problems. In XXXX my payment was increased due to an increase in the required amount for my escrow impound account. That was n't the problem - I only became aware of the increase when I received a letter in late XXXX from Nationstar stating that my XXXX payment had not been made. My credit union statement showed that it had been made on time. Because Nationstar had not received the full amount ( the new amount ) they suspended the payment - again with no notification. When I was finally able to find out what had happened to the payment I made, I paid the difference with the XXXX payment.They reported this to all XXXX credit bureaus as a late payment and in the case XXXX, continue to report that there have been no payments in XXXX, XXXX or XXXX. I have not missed or been late making payments on this loan and all payments are current. They are also reporting to all XXXX credit bureaus that my delinquent balance owed is {$63000.00}. This amount is part of my loan modification terms and is a deferred balance that does not incur interest or require payment. They have destroyed my credit that I have worked diligently to repair and I fear they are trying to dismantle the loan modification that I worked so hard to get. I have filed disputes with all XXXX of the major credit bureaus, but in the meantime my credit is a disaster. Please help.
Company Response:
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2015-09-07
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/XXXX our trial period for our loan modification with XXXX XXXX XXXX began. Our loan modification was approved and officially began as of XXXX/XXXX/XXXX. The terms of the modification include a HAMP Modification Incentive called " Pay for Performance ''. For every month that we make our payments on time we are able to accrue up to {$1000.00} each year for each of the first five years after the anniversary of the month in which the trial period payment effective date occurred. We are able to accrue up to a total of {$5000.00} provided the loan has not been paid in full at the time the incentive is paid. This benefit is to be applied to our principal balance each year after the anniversary date of the first trial period payment due date which is XXXX XXXX, XXXX. We have not had a late payment since our modification began and have been receiving our Pay for Performance incentive each year until this year. In XXXX XXXX Nationstar Mortgage purchased our loan from XXXX who purchased it from XXXX XXXX XXXX in XXXX of XXXX. Despite my calls to Nationstar ; XXXX on XXXX/XXXX/XXXX and XXXX on XXXX/XXXX/XXXX, our Pay for Performance incentive has not been paid. I was told verbally via a phone call from XXXX @ Nationstar that my complaint is currently being researched and I will have resolution by XXXX/XXXX/XXXX. I also received a letter, ref # XXXX, from XXXX XXXX, customer relations specialist, stating I will have resolution by XXXX/XXXX/XXXX. To date there has been no resolution. I received a letter from XXXX just prior to them selling our loan to Nationstar announcing a new HAMP Modification Incentive that will apply an additional {$5000.00} to our loan balance on the sixth anniversary of the trial plan effective date that will be XXXX XXXX, XXXX. This is a much-needed incentive for us and I am hopeful all will be resolved by then. Included with the letter from XXXX was a Dodd Frank certification form to be signed by us. By the time we received it, Nationstar had become our loan servicer so we sent the form back to them along with the correspondence from XXXX. Apparently, the form triggered a loan modification application and we kept receiving calls regarding our modification application with Nationstar. After a couple months this was finally resolved but speaks to the incompetence of this company. Again I am afraid this incentive will be ignored just as the other has been. Nationstar 's blatant disregard for customers ' loan modifications is all over the Internet ( I was researching complaints to Nationstar ). It is my understanding that the HAMP modification is a federal program and lenders are required to abide by its terms. It took us a year and XXXX of hours of fighting XXXX XXXX XXXX to get our loan modification approved. This incentive is very important for our financial well-being and I hope this complaint will help to resolve this matter and Nationstar will comply with our loan modification terms. Loan # XXXX
Company Response:
State: AZ
Zip: 85233
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar hired XXXX XXXX, and they broke into my home and caused damage under the guise of property preservation and winterization. Nationstar knew the house was already winterized. They allegedly left the door they broke to my home open to the elements for 6 months and damaged door lock assemblies throughout, as well as tampered with my water pump in the basement which required servicing to repair by a professional.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Dear Sir or Madam, I 'm writing to get some assistance in dealing with Nationstar Mortgage. I modified my mortgage with them in XXXX, which was quite an ordeal because they lost my documents numerous times and caused 9 months delay, causing more interest and they added {$3000.00} in attorney 's fees. They added {$4300.00} capitalized to the balance of my loan at that time to correct the escrow account. There was no shortage until they started adding approximately {$160.00} each month as a cushion to my escrow account. That 's over {$1900.00} a year of my money that they are using. My issue with them currently is that they will not allow me to pay my home insurance and taxes directly. A year ago I started paying taxes and insurance directly because Nationsta r was cushioning my escrow account in excess of maximum that the Maine State law allows. I sent them a statement telling them I would be paying directly and why. I asked for a waiver form to cancel my escrow account and proof that my insurance was paid for the next year and continued to request this every month while I also sent proof of my tax and insurance payments. Nationstar is in violation of Section 10 of the RESPA which states the limits on escrow accounts. Please see the XXXX pages of documents I have attached to this complaint to prove my case.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX 2015, I started using the Nationstar Mortgage website to make payments. ( XXXX ). When making a payment, the website will confirm if you will be charged any fees based on the payment date you select. You receive both a confirmation through the website and afterwards via email confirming the total amount that will be deducted from your bank account. In XXXX 2015, I selected a payment date of XXXX/XXXX/15. The online payment confirmation screen gave no notification I would be charged any fees. The email confirmation showed I would not be charged any fee. However, upon checking my bank statement, the withdrawal was {$9.00} more than what my confirmation statement showed. When I logged into my online Nationstar Mortgage account, a fee of {$9.00} was charged on that transaction that was not shown on my payment confirmation. In their online payment system, if you select certain dates the payment system shows on the confirmation screen that a charge of {$9.00} would be applied. In XXXX when I submitted my payment, I intentionally selected a date that did NOT populate the {$9.00} fee. Also, when scheduling my XXXX payment, there was a new notification box that popped up advising me that a fee was being waived because I am a new Nationstar member. I am clearly not a " new '' member. When I called Nationstar Mortgage I was advised that anytime you make a payment after 9 days, you will be charged a late fee that does not show up on the confirmation. However, the screen shot today clearly shows the fee does show up on the confirmation, and the fee always previously showed up on the confirmation as well. My confirmation statement from XXXX clearly confirms I would not be charged any fee. I have also frequently submitted payments to be paid on the XXXX of the month without ever incurring the fee before as proven by my transaction history. When I pushed the CSR for who I could submit a complaint to that was not Nationstar ( what agency regulates mortgage companies ) I was told " no one ''. I then advised the CSR to ask their supervisor and after a very long hold the CSR returned to again advise me there was no one other than Nationstar to submit the complaint to. I informed the CSR I found an agency to submit the complaint to, and requested a refund of the {$9.00}. I also asked for my XX/XX/XXXX draft be canceled so I could reschedule it because from what the CSR told me, even though the online website and confirmation email advised me there would be no fee, because of my date selected I would expect another {$9.00} fee at the time of withdrawal. I asked the {$9.00} fee for XX/XX/XXXX to be waived. CSR advised could request but could make a guarantee of refund.I requested a supervisor. After another long hold I spoke to Supervisor XXXX ( ID XXXX ). I advised I was submitting this complaint, she requested I send a copy to their complaint dept and I agreed. I advised their website has always informed me of the {$9.00} fee and I have always deliberately scheduled my payment to avoid it. I also informed her of the " fee waived '' message today. She did submit a request to waive my {$9.00} fee and I wanted it put back into the bank account they drafted it from. She called me back today to inform me they can not do that and instead will have to overnight a check. My concern is for consumers who live paycheck to paycheck and how this impacts them when fees are taken out above and beyond what the mortgage company confirms they will draft. I have another home loan through another mortgage company and Nationstar is the ONLY mortgage company that has informed me they can charge a fee AFTER a confirmation of payment that would change the amount drafted from a bank account. This is a dishonest practice and full disclosure of all fees AT TIME OF SCHEDULED payment should be disclosed CLEARLY.
Company Response:
State: ME
Zip: 045XX
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Servicing of my mortgage was transferred from XXXX XXXX XXXX to Nationstar Mortgage on XXXX XXXX, 2014. Since that time I have not received any monthly statements. I have had an attorney helping me submit information to obtain a loan modification under HAMP. While we do this, the foreclosure action on my house has been suspended. I recently wrote what I believe was a " Qualified Writen Request '' for information. They wrote back providing some answers, but not answers to all my inquiries. I have writen to them again, asking for clarification on the interest rate, as they sent me a letter showing it at 9.375 %, which is clearly higher than the XXXX rate plus the 6-month Libor rate, adjusted semi-annually, that the mortgage states as the interest rate. I am now asking you to help me obtain this information, as Nationstar has not provided what I need, and I am concerned about getting the information I need.
Company Response:
State: WA
Zip: 98026
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a lengthy history with NationStar Mortgage with unaccounted funds roughly on the order now of {$110000.00}. First i received a notification from NationStar that i was roughly XXXX in arrears ( while in active BK ) that prompted for investigation. On or about XX/XX/XXXX i sent a qualified written request. The response was revealing not only was i not coded for active BK they also claimed not to have received at least 7 months of payments totalling the same. I requested forensic audit of missapplied funds with no success. Well i let it go because my Bankruptcy attorney told me since i was in an active chapter XXXX plan calling for a cram down to pay off mortgage note in 5 years once discharge was received i would be vindicated. However, for personal reasons i chose to dismiss plan voluntarily. On or about XX/XX/XXXX i sent letter of intent and QWR again to NationSTar requesting normal mortgage servicing and reconciliationof roughly {$110000.00} or more of funds which were mailed directly from Chapter XXXX trustees office. Upon dismissal not only did Nationstar inform me that the account was not coded for normal servicing but that they could not account for all the funds received. I was further notified today on XX/XX/XXXX at in fact i was contractually up to date but that i had a balloon payment under " corporate advances '' of {$70000.00} in addition to a principal of {$35000.00} which was due as a balloon note and will come due on XX/XX/XXXX. I was further informed that this balloon was a result of a streamline in house modification which i never approved nor was not made aware of the of the contents of such an offer much less affix my signature to the same ( all done without the trustees permission ). Apparently a very crafty investor at play, On XX/XX/XXXX i sent another QWR requesting proper application of funds with not so much as a letter to provide outcome. On or about XX/XX/XXXX i was told a letter wen tout to bk attorney that cram down as void but with no accounting of the funds received. Contractually under original terms of mortgage i had a 30 year fixed rate mortgage at 7,125 % with a payment {$1700.00} taxes and insurance included. Through the plan Nationstar was received {$2000.00} and upon filing petition i was only 2 months delinquent. Basically there are violations of consumer protection law on several fronts. I will attach evidence of my intent to communicate with NationStar to resolve this issue. I am a firm believer that a lot of problems with banks stem from miscommunication. However, in the present matter the facts do tell a more revealing story.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We are with nationstar mortgage. Which use to be aurora. We contacted them on our XXXX layoff when we had problems paying our mortgage. After a while we were notified from the court that we had to appear for info meeting for mediation. We retained XXXX XXXX for assistance. We we given our date for mediaton. At this meeting it was decided we needed more information. We were never assigned another mediation date. For almost XXXX years we fought nationstar trying to prove we were residence at our home address. My husband and I work in XXXX because that is where we found work. Also we are XXXX parents for the state of XXXX. during this time nationstar 's attorney decided to have lock put on our home. So when we got home from work XXXX night with our small children we could get in. We had to turn around and go all the way back to XXXX to stay with my father. Of course we had no clothes for anyone. It took the attorney 's office over a week to get the lock removed in which did heavy damage to our door. Now because it took so long to prove residence we were no longer able to get making homes affordable. So we were told we could apply for a loan modification. So we resubmitted all the financial paperwork needed.we receive a stipend for our foster children which is tone used for food clothing commuting to all there appt , dr appt and school. Now nationstar uses that amount as part of our income. During this time they will not accept any payments unless it 's for the entire amount that we are behind. We have been unemployed XXXX times since 2007. So we have no savings. We are also told that we need to get a fmv. So we get XXXX and it comes in at about {$10000.00} dollars less than what 's owed on our home. So our rep at XXXX XXXX says we should be in good shape. Not true, nationstar does n't like our report so they get someone to come in to do a fmv. There people come in {$20000.00} over what we owe so now we are screwed.also because they are using the stipend from the comm of XXXX for our XXXX children we make to much money. Mind you XXXX children come and go so the amount nationstar is using has changed. It 's about half of what we were getting. But they do n't care about that. So we are screwed again. Now nationstar says we can keep our regular payment if we want. So my husband and myself decide we can do that because we are working now. We send nationstar a check. Nationstar returns the check because we can only have that payment if we send them a check for the full amount we are behind plus the XXXX of dollars in legal fees. The attorney for nationstar has had us on an emotional roller coaster. Because they send us notice to foreclose on a certain date then because we nationstar will decide to check into something else that date will get cancelled and we will work on that. Now we have received a new date for XXXX XXXX at an address in kittery Maine. We do n't know if it 's a courthouse or a lawyers office. Just an address. Nationstar knew from the start that they were not willing to help us. Now are hands are tied and our XXXX children will be homeless. Is there anything we can do? All we want todo is start paying mortgage and have what we owe added to the end of our loan. We already talked to a real estate agent to see if we could sell but they said probably not because we only have a holding tank and a XXXX toilet it would be very hard to sell.
Company Response:
State: MA
Zip: 01906
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No