Date Received: 2015-08-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I HAVE BEEN ATTEMPTING TO OBTAIN MORTGAGE ASSISTANCE FROM MY SERVICER, NATIONSTAR. I SUBMITTED A PACKAGE TO NATIONSTAR WITH ALL DOCUMENTS REQUESTED. ABOUT ONE MONTH AGO I CALLED FOR STATUS ON THE PACKAGE AND WAS TOLD THAT THE FILE WAS IN REVIEW AND NO ADDITIONAL DOCUMENTS WERE NEEDED. SHORTLY AFTER I CALLED, I RECEIVED A DECLINE LETTER FOR MISSING DOCUMENTS. I BELIEVED THAT THIS MIGHT HAVE BEEN AN ISOLATED ERROR AND CALLED TO REQUEST ANOTHER MORTGAGE ASSISTANCE PACKAGE. I WAS TOLD SEVERAL TIMES THAT A PACKAGE HAD BEEN MAILED TO ME. IT WAS NEVER MAILED NOR RECEIVED. NATIONSTAR 'S ACTION APPEAR TO BE DELIBERATELY DEVIOUS. THE ONE THING THAT NATIONSTAR IS SUCCESSFUL AT ACCOMPLISHING IS SCHEDULING A FORECLOSURE SALE. THEY HAVE SCHEDULED MY PROPERTY FOR SALE ON XXXX/XXXX/2015.
Company Response:
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To whom it may concern, I 'm filing a complaint based on illegal loan modification practices and violations to the California Bill of Rights ; that I 've endured through two separate non-federal banking institutions. The first one being Aurora Loan Servicing, which had processed my loan for modification and had completed terms to new payments and recapitalization of past due amounts in XXXX. Just before being able to execute the agreement, our loan was sold and Aurora Loan Servicing acquisitioned to another no-bank named Nationstar Mortgage. I was very distraught, after having gone through a lengthy loss mitigation battle with Aurora Loan Servicing only to be shuffled over to a much similar banking institution and I 'd simply had enough. I filed litigation action against Aurora Loan Servicing, which was dismissed after 11 months. Once my litigation action was dismissed I was forced to reapply for another modification with Nationstar Mortgage. I was preapproved for an " interest only '' loan which would last for a duration of ( 2 XXXX years. I 'm certain that this offer was predatory in nature and would not be beneficial for our future. This offer yielded us no tangible net benefit in paying off an approximate balance of {$900000.00} owed for the property. There are also multiple accounting errors that relate directly to padded escrow, as well as unexplained surcharges, fees and costs. I refused to accept such a nonproductive loan modification to simply pay what might as well be considered " RENT '' to Nationstar Mortgage in order to keep our home. I feel that the loan modification was designed to further abuse myself as well as my life partner, XXXX XXXX XXXX whose name is present on the title. Exhibit A " Predatory loan modification offer '' Nationstar has intentionally placed our loan in jeopardy of foreclosure, because we filed litigation action on the loan and they are now being bias in their decisions while reviewing our loan for the best possible options to retaining our home. Their process is non-transparent and they are seeking to benefit only themselves based on the last offer extended to our family in XXXX XXXX, XXXX. This matter is extremely discouraging, especially due to the fact we earn a handsome income and have the ability to compete our obligations on what we owe on the loan. We are seeking an inquiry to be conducted from your office as a last measure for justice and fair treatment. This matter is urgent due to the pending sale date set for XXXX XXXX, XXXX. I 'm certain that after review of the above mentioned loan there will be several violations that are identified within the confines of the California Bill of Rights, surrounding transparency, and Net tangible benefit, failure to review all possible options under loss mitigation, as well as discrimination and bias unfair business practices. Nationstar Mortgage, has failed to explore any programs relevant to our situation on any level of making Homes Affordable Programs ( MHA ), In-house/Traditional Modification etc. We implore your office to execute swift action in order to possibly assist our family in retaining possession of our home here in California and avoid displacement at the hand of another non-bank servicers abusive, illegal ways of doing business.
Company Response:
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I acquired a XXXX Loan in XXXX for my primary residence that XXXX modified in XXXX because it was a poor loan product, ( Neg-Am ). Myloan servicer transferred to Nationstar in XXXX XXXX and the terms of my loanmodification are not sustainable because of annual interest rate increases. Ihave been actively engaged with Nationstar since XXXX XXXX and eachapplication for a loan modification receives a different response with the samesubmitted documentation. My HUD counselor recommended a loan programcalled a FHA Short Refinance for homes with negative equity. I have called, emailed, and certifiy mailed Nationstar for XXXX-years about the FHA ShortRefinance program and Nationstar will not put in writing whether or not myNationstar supports this program. My lender is XXXX XXXX Bank, which theysupport the FHA Short Refinance Program. In my last letter received fromNationstar they assigned me my XXXX ( XXXX ) " Dedicated Loan Specialist '' which when you call their phone number, he states on his voice mail that hisname and phone number were inserted into XXXX of customers lettersby mistake and he can not help you, he proceeds to give you the XXXX customerservice phone number. Compliant:1 XXXX Nationstar fails to respond to my questions concerning FHA Short RefinanceProgram. 2 XXXX Nationstar 's Dedicated Loan Specialists '' are not real ; only on paper theyexist ; I have not received a call back from a single Nationstar Specialist. 3 ) Nationstar asks for the same documents multiple times stating they were notreceived. This has gone on for XXXX+ years when applying for loan modification. 4 ) Nationstar uses the veil of waiting XXXX days to respond to every writtenrequest I 've submitted. This technique only allows XXXX back and forthcorrespondences in XXXX days ; thus, your documents expire and new documentsmust be resubmitted starting the process all over again. ( I have saved everyletter from Nationstar ) 5 XXXX My customer service representative responded to my last request withoutreading a single page of my package of material I mailed in. His response wasopposite to documents that HUD sent to me to give to Nationstar about FHAShort Refinance Program requirements. Nationstar stated that I did not qualifybecause I had a Conventional Loan and not a FHA Loan. The FHA ShortRefinance Program states you MUST have a Conventional Loan to beeligible and not a FHA loan. Thank you for taking my complaint about Nationstar performance as athe Servicer of my home Mortgage.
Company Response:
State: CA
Zip: 93003
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mortgager is foreclosing on my loan. I have been trying to rectify the problem, directly. I 've had no luck in getting any response. A friend suggested I try here before my trial. I have a trial for foreclosure on XXXX XXXX 2015. That is XXXX days from now. Can your help me to get a continuance on the trial. I have, again filled out the paperwork for modification of my loan!
Company Response:
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: my mortgage company charge me late fee for the last nine months even if i only miss one payment and unable to refund the fee and continue to charge me a monthly late fee.
Company Response:
State: MD
Zip: 20912
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I refinanced my property with Nationstar Mortgage. I signed the XXXX XXXX/XXXX/15. In the NOTE and the Settlement pages ; says that my firstpayment will be on XXXX/XXXX/15. By the ending of XXXX, I tried to pay onlineand I could n't find my account #. Immediately, I called NationstarMortgage and this was the time that was horrible, frustrated, exhaustedand wasting time I never ever had. After, I called loan officers, differentLoans Managers different Department, Closing Coordinators, ClosingCoordinators Managers and Loan team Leaders, ETC ... .Today 's dateXXXXXX/XX/XXXX and still NOT getting any resolution to this legal matter. The last DOC Nationstar sent me by E-mail says and asked me to sign a Doc fora new refinance that I did not authorized. See attach,
Company Response:
State: NJ
Zip: 07203
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company continues to call from the XXXX of the month asking me if I have made my mortgage payment. It is technically not late until the XXXX of the month but they start calling on the XXXX of the month until I either answer the phone and state it 's on automatic dialer.
Company Response:
State: CA
Zip: 90035
Submitted Via: Web
Date Sent: 2015-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a customer of Nationstar Mortgage. I requested a chain of custody on my deed of trust from them. While incomplete, the documents disclosed a robo signed document dating back to XXXX XXXX & XXXX 2007. It was signed by XXXX, a known robo signer. When I brought this fact up to Nationstar they said they take fraud allegations seriously and would investigate. XXXX they denied any wrongdoing. They have moved forward with foreclosure proceedings that will take my home I have owned for 11 years. I am a XXXX year old man. XXXX VETERAN. I seek your assistance in stopping them from taking my home away from me under the 4th Amendment of the Constitution. XXXX XXXX XXXX XXXX XXXX. NEVADA XXXX
Company Response:
State: NV
Zip: 89120
Submitted Via: Web
Date Sent: 2015-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XX/XX/XXXX I appealed to customer service via fax and email XXXX a copy attached ) within 30 days of the modification Hamp Tier 1 offer that the mortgage company Nationstar mis-calculated the income on my paystubs after I submitted to them reduced income paystubs due to medical reasons and medical documentation substantiating that. They did not respond to the appeal of the Hamp 1 but delayed and lost documents from XX/XX/XXXX until the time they corresponded with me. They then de-railed the loan over to the standard Modification program and did not address or respond to my Hamp XXXX appeal at all from XX/XX/XXXX until present XX/XX/XXXX. In addition, I have a surplus of XXXX in my escrow that customer service can use as a downpayment to assist with my modification but the escrow department will not assist me in returning those funds to me or applying it as a downpayment to any modification.. I am requesting they change my modification offer to a Hamp 1 that I originally appealed and waive thee XXXX, XXXX dollars in interest they have allowed to accrue by mishandling my loan and documents. They are impossible to reach my dedicated loan specialist and every time I call I get a different excuse, answer, or reason why they failed to respond. I do not want to lose my home. The value is XXXX and it is unreasonable to offer me a standard modification at XXXX dollars a month in two years with all the interest they allowed to accrue by negating the response to my Hamp 1 appeal. They have misdated documents, lost my financial information and have acted irresponsibly with this program. My loan number is XXXX and I am requesting that my surplus in escrow be returned to me of XXXX immediately to assist in this process. Nationstar also has a call center in the XXXX or some other country so they can avoid acting responsibly to consumers in the United States. Most of them do not comprehend English or financial terms and they have made it impossible to modify this loan on reasonable terms. I am requesting a Hamp 1 modification on a XXXX yr loan amoratized with the investors based on the income paystubs I provided and hardship. Not a 15 year XXXX yr interest only loan that I was not aware of at 10.5 percent interest. They have failed to act upon this request. Please assist me with getting my Hamp 1 as originallhy requested and it is documented they received that appeal and ignored it.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2015-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My home loan was transferred XX/XX/XXXX .I did not receive any written notice from the new mortgage serviced XX/XX/XXXX. After several calls in XXXX and early XXXX, I finally got an agent to give me my new account number. On XX/XX/XXXX, I witnessed a gentlemen opening my mailbox.I immediately asked him why was in my mailbox .The gentlemen refused to identify himself and stated " the bank '' sent him to see if the home was vacant and the property was in foreclosure. I informed him my home was not in foreclosure and to please leave my property, he refused to leave sitting in his car and I called the police to ask him to leave.The following day, I contacted the new servicer and spoke to XXXX agents, all of which stated they did not send this gentlemen to my home ( who refused to give his name or company he was representing ). On XX/XX/XXXX, I arrived home and there was a XXXX XXXX in my driveway with XXXX gentlemen, sitting inside.I parked in front of my home and called the police.The gentlemen when question by the police said they were from the mortagage company, again not identifying themselves.The following day, I called the servicer back and was told again, my loan was not in default or foreclosure.The agent on this call state he would send a letter to the company 's perservtion dept, also informing me I probably would not get a call back. On XX/XX/XXXX, I attempted to speak to someone that could explain to me what the stars of my loan and why were individuals coming to my home. XX/XX/XXXX, I was informed by an agent that a XXXX party inspector was sent to inspect my property XX/XX/XXXX and XX/XX/XXXX and the inspector sent out in XXXX stated my property to be vacant ( despite payments being made, well manicured lawn, and very apparent to be lived in. I finally started receiving monthly statements ( after XXXX request ) and saw additional charges on my statement.Again, after numerous calls for clarfication of these charges and still unanswered questions. XX/XX/XXXX, I mail a letter via usps for answers. I received a response from the servicer a little after 30 days stating my loan was and never be in default or foreclosure with them. XX/XX/XXXX, I found out my electric bill account was " finaled out '', I cleared that situation up. On XX/XX/XXXX my gas was cut off and my account " finaled out '', I was informed by a gas representative that someone from my mortagage company attempted to get the gas in the mortagage company name. On XX/XX/XXXX, I received a letter from my homeowner insurance company stating, my homeowner policy would not be renewed in XX/XX/XXXX because my home has been documented as vacant. Again when I call the servicer to find out what is going on, I 'm being told they did not make any of these calls to the utility companies or my insurance company. XXXX
Company Response:
State: MS
Zip: 38671
Submitted Via: Web
Date Sent: 2015-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes