Date Received: 2015-09-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been fighting for months for Nationstar to remove the PMI portion of my loan. At time of purchase we were notified that as long as I was XXXX % or higher on loan to value this would be removed. I began asking questions in XX/XX/XXXX and was sent in a constant loop until I got nasty. I asked and received an appraisal which shows my loan to value is XXXX % just received a letter stating that the range " could '' be XXXX-XXXX % LTV and denied my request. My house has the required LTV, I have excellent credit and never missed a payment ... .Shame on you Nationstar. I was so excited to read about your organization please help they have been trying to string me along since XX/XX/XXXX!!!
Company Response:
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was sold to Nationstar. At the time there was a {$1400.00} escrow surplus. However after one month, NS sent a letter stating that an audit revealed I had a shortage of {$500.00} and my pymt. needed to increase by {$40.00} a month. I disputed this via an a customer service rep. who said she would investigate. I never heard from her again. NS let the matter drop until XXXX of this year when an audit revealed I now had a {$2400.00} shortage. And my new pymt. was to increase by {$300.00} month. I disputed the math and the amount and asked to have a senior level person speak with me. I did this through the NS website in an email. A person did call. We spoke and i sent an XXXX page fax with my supporting documentation. I followed up with this person 11 days later. Heard nothing. Called again 4 days later and left a message. Heard nothing. I called the corporate office to complain, explain and ask for a senior level person to call me. I was assured that someone would. Heard nothing. Sent a certified letter with dates, names and broken promises to the CEO. Heard nothing yet. All the while customer service hounds me with phone calls to pay up. The loan has been put into default, they are threatening to begin foreclosure proceedingsand have stopped sending me hard copies of my monthly statement. I called today to demand that a hard copy be sent ASAP of the current month. I was told that I 'd been set up for email copies only. Ever since the loan was sent to NS, I 've always received hard copies, not once has a monthly statement been sent to me. I asked when the email copy was set up and I was told they could n't tell me. Each and every time customer service calls me I ask to speak to a senior person. I 've requested this multiple times via the NS secure message center. They do not respond except that very first time. Since then, they refuse to offer any help other than a payment plan. I am at a loss as to what to do next. It appears to me that NS has set up it 's departments with walls so that information can not be exchanged and thus problems do not get resolved. I went through similar issue with XXXX and it took 14 months to resolve. And the main reason XXXX cleared up the issue, ( they created ) is that I caught them in a lie. MY credit score is very, very high, I take my financial responsibilities very seriously. I do n't abuse my credit and I pay all my bills in full and on time. This makes it all the more frustrating to deal with NS. Thank you. XXXX XXXX
Company Response:
State: CA
Zip: 91104
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My lender Nation Star changed the locks on my house with all my belongings inside before they were legally able to take over my house due to foreclosure. They never followed the eviction process required by the state. Also it is my belief that the house was rightfully mine until XXXX XXXX. Please see attached documents in order to review foreclosure details. After contacting the bank it took over a month to be able to re enter my home. Once I got into my house I found that all my valuables were missing\stolen. When I contacted the bank to report the issue they referred me to XXXX which is their property preservation team. XXXX then instructed me to file a claim through them. In order to file a claim I had to file a police report. Once I filed the police report the officer stated he closed the investigation per XXXX direction as stated in the police report attached. After a long period of calls and emails XXXX finally got back to me stating they questioned their employees and they had not taken anything. There was nothing further they could do and I would not receive any compensation for my valuables or early eviction. I then contacted Nation Star which in turn has also stated there is nothing they can do to rectify the situation. I have lost a total of {$50000.00} in personal property due to this wrongful eviction and theft.
Company Response:
State: OR
Zip: 97601
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage fails to drop the PMI after passing 22 % paid. Currently own 27 % of the home and the PMI is still being charged. No late or miss payments have ever occurred. I signed the form requesting the PMI be dropped and they are demanding I pay for a appraisal to proceed.
Company Response:
State: NM
Zip: 88001
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I believe we have reached a mediation settlement with the mortgage company. I am enclosing the documents. I had XXXX a job loss and I am recently employed, my older son and I are making the payments to escrow. I am attaching a document since I could not attach it to the other case. Case number : XXXX. We need the cooperation of the seller and the trust company, Sunwest trust, the bank has agreed to let me and my family assume the loan. We have made the payments and lived and repaired and insured the home. Please refer to the attached document.
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2015-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I filed a complaint with you about Nationstar, this year, requesting that they give me the loan modification that would allow me to keep my property and stop the foreclosure that was in the XXXX, Hawaii court system. They did " satisfy '' the complaint by responding with a " loan modification '', higher than the original mortgage amount, and a trial period of XXXX months, that, if satisfied, would stop the foreclosure. The original mortgage for the loan was {$1200.00} and the trial loan modification was set at {$1200.00}. Nationstar said that the amount owed was now too high for a lower mortgage. Now the permanent loan modification is {$2000.00}. With the trial loan modification the new mortgage was higher than the XXXX they modified. The interestrate was also not lowered, but made higher. After the successful trial period- from XXXX 2015 to XXXX 2015 -The permanent loan modification- offered in XXXX 2015 with an even higher mortgage amount- $ XXXX was adjusted from trial period to include an escrow account, an additional {$81.00}. In XXXX 2015 an additional escrow amount of over {$670.00} was added to the {$1300.00} to equal {$2000.00}, which they are asking for on XXXX XXXX, 2015. Now, with the " loan modification '', Nationstar has not been fair in making it unaffordable to keep the property. I believe that the foreclosure was not done legally and that Nationstar was not prompt in offering me a " loan modification '' which was in process for XXXX XXXX years as they denied me more than once and continued to ask for more documents in an untimely fashion, as the foreclosure proceeded and the delinquent amount increased. There is a strong possibility that what they have done is illegal. They have added the possibly " illegal foreclosure '' fees, accruing delinquent amount, and escrow to my loan and all with a higher interest rate.
Company Response:
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-02
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX XXXX I filed a complaint against NationStar for requiring a Short Sale Seller, who has a ratified contract on their property, for not reviewing the offer, but requiring an auction to uncover other buyers and " true market value. '' That complaint was # XXXX. A XXXX XXXX XXXX XXXX XXXX XXXX has been conducted, so market value is known. Further, we never received an answer to the first complaint with CFPB on Friday, XXXX XXXX, per your letter to myself and my Sellers. The auction puts the Seller at risk of being under contract to sell to XXXX parties, which is impossible. They could be in default and at risk of a lawsuit from the buyers they are under contract with now if that happens. PLEASE HELP US. NationStar continues to push this auction as a necessity per the investor on the loan, yet wo n't disclose who the investor is. This refusal, combined with past experience, makes me believe that there is a XXXX party auction company that would be making a premium once the property is listed for auction, and this is not an investor requirement at all. It is completely beyond reason why they can not review this offer vs. the XXXX value they have. HELP! XXXX XXXX XXXX XXXX License # XXXX & XXXX XXXX XXXX XXXX XXXX
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2015-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-01
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I 'm a renter and our rental home has been foreclosed on. Nation Star offered a cash-for-keys settlement in lieu of going to court to get a vacate notice. I accepted their offer and moved all our things into storage. 3 days before Nation Star was to send a realtor to the house to give the check and I hand over the XXXX keys they called me to back out. I was told the offer still stands and that they will still give me the settlement offer but they have stopped calling me and taking my calls. Whenever I call to get updates they put me on hold and never come back on. Because of this it has caused me stress which I now have XXXX and have been hospitalized XXXX times. I 'm also now on the verge of losing my job because of my medical condition. I was told by an XXXX XXXX that my XXXX is being caused by all this stress I 'm going thru.
Company Response:
State: HI
Zip: 96782
Submitted Via: Web
Date Sent: 2015-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Nationstar Mortgage, whose address is XXXX, TX XXXX. On XXXX XXXX, 2015 I received a notice that my escrow account for property taxes had a shortage of {$960.00}. I was told I could either pay the full balance and keep my regular monthly payment the same, or have my regular monthly payment increase by {$110.00} per month from {$1900.00} to {$2000.00}. I chose the former and wrote a check to Nationstar for {$960.00} as instructed. That check was cashed by them on XXXX XXXX, 2015. However, due to an internal error on their part, someone misapplied those funds and chose to add that amount as principal reduction rather than to my current escrow balance. As a result, unbeknownst to me, the system maintained the monthly payment amount as {$2000.00}, So when I made my regularly scheduled XXXX 2015 mortgage payment of {$1900.00}, the system did not show the balance as being paid in full and charged me a late fee. It also suspended the payment from being applied to my account so that my credit is negatively affected. I called Nationstar on XXXX XXXX, 2015, to figure out what happened and after an hour of back and forth with very poor customer service or assistance, the woman XXXX stated that the matter was resolved, the funds would be properly applied and my payment would stay the same. However, on XXXX XXXX, 2015 when I went on the Nationstar website to make my XXXX 2015 payment, it still showed the incorrect higher amount was due. In addition, it showed that my XXXX 2015 payment was still in suspension and had yet to be applied. Again, this affects my credit and causes extra fees to be applied to my account. So I again called customer service on XXXX XXXX, 2015, and spoke with XXXX. I went through the same discussion and transferring of calls back and forth that I did the first time. XXXX said that they had to ask for the escrow payment of {$960.00} to be reapplied to the outstanding escrow balance in order for the monthly payment to go back to what it was and that would take another 7 to 10 business days. Why the first lady did n't do that is beyond me! So now I have to wait another 2 weeks for this issue to be resolved, meanwhile my account shows as past due and it affects my good credit report.
Company Response:
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2015-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted a hardship application to Nationstar Mortgage at XX/XX/XXXX and I did not hear anything from them. I looked on line several times to obtain the status of my application and there was no information. I called Nationstar today ( XXXX/XXXX/2015 ) to obtain a status of my application was advise that my application had been denied ( the investor does not do modifications ). I asked why I did not receive a letter stating that my application had been received ( 5-day letter ) or a letter indicating that I had been denied ( supposedly in XX/XX/XXXX ). The representative claimed that the information was sent to me via email. I have a problem with that explanation as I received nothing in either case however, I do receive the monthly billing statements. I believe Nationstar Mortgage failed to notify me in either case nor did they ask for any additional information ( complete loan application ).
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No