Date Received: 2015-08-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are being foreclosed on illegally by Nationstar Mortgage because none of our ( 12 ) payments were credited properly to our account by them ( even though the account number is correct on all our reciepts XXXX. We have submitted all the receipts several times by XXXX, fax and have all the delivery dates confirmed, and they have been stringing us along, taking their time 'researching ' the issue but with no result. Meanwhile, they have scheduled to auction our property on XXXX XXXX. 2015. This has cause us immeasurable XXXX, and to top it all off, has ruined our pristine credit score.
Company Response:
State: CA
Zip: 94010
Submitted Via: Web
Date Sent: 2015-08-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage is inaccurately reporting negative information on my account to multiple credit reporting agencies. I have previously disputed this issue and Nationstar has not made the necessary corrections.
Company Response:
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2015-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-01
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Attempting to assume a mortgage since XX/XX/XXXX. Submitted requested info on XX/XX/XXXX. Was told XXXX days, XXXX max. Allowed XXXX days, heard nothing. Was finally able to obtain a loan application on XX/XX/XXXX ; returned it XX/XX/XXXX to XXXX XXXX. Had to call multiple times to verify receipt. Finally confirmed XX/XX/XXXX sent to Assumptions Dept. ; can not provide direct phone for department ; must go through Customer Service. XX/XX/XXXX received letter dated XX/XX/XXXX with " Assumption Package '' containing Good Faith Estimate, Notice of Intent to Continue, etc. Signed and returned all docs that had a signature line ( XXXX pages inc. cover ) on XX/XX/XXXX, co. signed for on XX/XX/XXXX. Credit report done on XX/XX/XXXX. XX/XX/XXXX ( Friday ) received letter dated XX/XX/XXXX requesting XXXX, tax returns, bank statements, as well as signed docs from previous request ( which had no signature lines ) 10 days from date of letter ( XX/XX/XXXX-Monday ). Gathered requested docs, signed every page of every doc from XX/XX/XXXX letter ( signature line or not ) and returned approx. XXXX pages ( 50+XXXX+XXXX ) on XX/XX/XXXX. XXXX XXXX signed for on XX/XX/XXXX. Contacted company on XX/XX/XXXX after hearing nothing. ( Customer service had the NERVE to ask WHO was handling the assumption. Given the fact that this company REFUSES to give names or ALLOW consumer to talk to appropriate department, HOW do I know who is handling it? I got no answer to that question ) Was advised a letter was sent on XX/XX/XXXX or XX/XX/XXXX, which I NEVER received. Co. emailed to me on XX/XX/XXXX. Letter requested EVERY document that was received by them on XX/XX/XXXX. Co. advised docs ( an envelope with XXXX pages ) not received. XX/XX/XXXX XXXX XXXX complaint XX/XX/XXXX emailed ALL docs to research dept. ( XXXX files - XXXX pages + XXXX pages ) XX/XX/XXXX Co. confirmed receipt of XXXX complaint XX/XX/XXXX spoke to XXXX XXXX who confirmed receipt of emailed docs on XX/XX/XXXX XX/XX/XXXX received letter date XX/XX/XXXX confirming receipt of emailed docs XX/XX/XXXX spoke to XXXX who advised loan was sent to underwriting on XX/XX/XXXX and this was the final phase and should be completed in about XXXX business days. XX/XX/XXXX ran credit report XX/XX/XXXX ( XXXX ) still in underwriting, call back. XX/XX/XXXX - advised I was NOT an authorized 3rd party ( have been for over a year, plus I 'm the applicant ). XX/XX/XXXX ( XXXX ) still in underwriting, no updates, no phone or person to talk to, left message for XXXX XXXX ( still waiting for return call ). XX/XX/XXXX ( XXXX ) still in underwriting ; advised 30 business days for ENTIRE process ( application to closing ) ; will email underwriting and call me back. ( still waiting for return call ) XX/XX/XXXX ( XXXX ) XXXX need XXXX hours for response XX/XX/XXXX some docs missing signatures ; put on hold to find out and was disconnected. XX/XX/XXXX ( XXXX ) advised missing docs ( unsure which ones ) ; asked to speak to supervisor RIGHT NOW ; was put on hold for approx. XXXX mins. never spoke to anyone. XXXX advised someone would call me back. ( still waiting for that call ) XX/XX/XXXX or XX/XX/XXXX ( XXXX ) advised XXXX XXXX was handling assumption, would have her contact me. ( still waiting ) XX/XX/XXXX ( XXXX ) missing : signed loan application, HUD XXXX, 2 years tax returns ( all docs that have previously been sent XXXX times ). Emailed to XXXX, who confirmed receipt and forwarded to unknown person ( possibly XXXX XXXX or XXXX ( unknown last name ) XX/XX/XXXX ( XXXX ) supposed transferred me to XXXX ; approx. XXXX rings and disconnect XX/XX/XXXX ( XXXX XXXX ) hold, hang up ( XXXX XXXX ) XXXX rec 'd docs XX/XX/XXXX ( XXXX ) hold for XXXX ; 2 minutes of ringing ; disconnect ( XXXX XXXX XXXX ) multiple holds and finally told rec 'd in underwriting and ball dropped on XX/XX/XXXX ; upon further review, looks like nothing has been done since XX/XX/XXXX ; sending to her manager, will call back tomorrow. XX/XX/XXXX ( XXXX XXXX p.m. ) missing docs letter was mailed, could not tell me what docs. XX/XX/XXXX left message for XXXX XXXX
Company Response:
State: AL
Zip: 36609
Submitted Via: Web
Date Sent: 2015-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX, XXXXTo Whom this May Concern : Please consider this a formal complaint against Nationstar Mortgage , LLC of XXXX, TX, servicer of my delinquent home loan, for incorrect loan modification denial, due to failure to correct underwriting errors and material inaccuracies in NPV input values. I am aware that Nationstar has a history of aggressively and un-rightfully taking homes in foreclosure, even when the borrower qualifies for a loan modification. I believe I qualify for a HAMP Loan Modification, but Nationstar is trying to un-rightfully foreclose on my home. My home loan originated through XXXX XXXX XXXX, was sold to XXXX XXXX XXXX and is now owned by private investors with mortgage servicing by Nationstar. I have extensive experience in the mortgage lending industry, and my own loan modification application with Nationstar has been un-rightfully denied, due to simple, basic underwriting errors and material inaccuracies. I have been advised by Nationstar Customer Service Representatives working out of the Texas call center, that Nationstar Mortgage is sending loan modification application files oversees, possibly to XXXX, for underwriting ; which has resulted in numerous difficulties for the applicants, including " lost documents '' and loan denials, due to significant basic underwriting errors. In my personal loan modification application experience, as an applicant who has been a licensed mortgage broker, I attest that my loan denial and appeal denial, have both been due to simple underwriting errors that would not occur by a U.S. based certified mortgage underwriter. Background : In XXXX XXXX, I originated an Option ARM mortgage loan through XXXX XXXX Loans, for my primary residence in a XXXX, Utah. I became delinquent on my home loan, due to a reduction of income in my XXXX crisis of XXXX, as well as my ex-husbands reduction of child and support payments due to his XXXX. Both issues causing the reduction of income have now been resolved, and my income is stable again. XXXX XXXX, after my home loan had been transferred to XXXX different servicers, I made an application for a Loan Modification. As a previous mortgage loan broker, I was certain my application would ( finally ) meet the required loan modification guidelines. My application stated, and all documents were sent to validate, Monthly Gross Wages of {$XXXX} and XXXX Income of {$XXXX}. Total Gross Monthly Household Income of {$XXXX}. However, due to the underwriting practice of " Grossing-up '' non-taxed XXXX income, my Total Gross Monthly Household Income should have been calculated in underwriting to {$XXXX}. Total Gross-up Income : {$XXXX} Monthly Gross Wages : {$XXXX} {$XXXX} XXXX : {$XXXX} x 125 % = {$XXXX} Alimony : {$XXXX} $ XXXXXXXX XXXX, I received a Loan Denial letter from Nationstar Mortgage , stating too low of income. And negative NPV. Upon receipt of the letter I found my Monthly Gross income incorrectly stated at {$XXXX}. I have submitted Divorce documents, employment agreements, monthly bank statements and the Utah Office of Recovery Services XXXX, XXXX Support Payment Schedule and a current ORS XXXX YTD Support Payment Schedule were provided to validate the income yet Nationstar continues to omit XXXX and Alimony income documented for over a XXXX month period. When I input my NPV values, with the correct gross income amounts, I qualify for the HAMP loan guidelines. As it stands, I will be submitting another appeal to Nationstar Mortgage for Loan Modification. However, should my application be declined again, I will have no option but to file legal action, which is expensive, and may or may not solve the problem. Please help me complete the loan modification for which I qualify.
Company Response:
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage has been taking money out of my account every 2 weeks since XXXX 2015 when I enrolled in their " Equity Accelerator Program ''. They have been misapplying payments to my account and now there are late fees and I 've been getting harassing phone calls from Nationstar.
Company Response:
State: CO
Zip: 80022
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan originated with XXXX XXXX XXXX and after several years was sold to XXXX XXXX. In XX/XX/XXXX it was transferred to NationStar Mortgage and on XXXX XXXX I sent them the following inquiry ... " On XX/XX/XXXX XXXX Mortgage Services transferred the servicing of my mortgage to Nationstar. I received a letter from Nationstar in XX/XX/XXXX stating my account was paid ahead and not due until XX/XX/XXXX. It also stated, " If you wish to leave your account paid ahead as is, you do not need to do anything. However, if you wish to have your extra payments applied towards your principal balance, please contact us at XXXX to speak to a Customer Service Rep regarding how you would like your funds applied. '' I called the number and spoke with XXXX who proceeded to tell me that my XXXX payment was all applied to principal and all other payments between then and XX/XX/XXXX would be applied to principal. I have yet to understand why that would happen, but I continued to pay a monthly {$480.00} payment and was happy to have it reducing the outstanding balance. Now I have passed the magic date of XXXX and my monthly payment due of {$440.00} is reflected on my statement. I have continued to make a monthly {$480.00} payment with the additional {$31.00} to be applied to principal. Now I need someone to explain to me why only the additional {$31.00} is the only amount being applied to principal. Before Nationstar my monthly payment was applied to interest then principal. Since the principal balance was reduced by XXXX {$3800.00} between XX/XX/XXXX and XX/XX/XXXX, there should be a little less interest accruing each month ; therefore, more of the payment being applied to principal. " Subsequently I received a reply stating, " Due to the nature of your request, we ask that you please call us directly so one of our Customer Service representatives may assist you. Please call XXXX XXXX XXXX XXXX. '' On XXXX XXXX I called the number provided and spoke with a woman who, after conferring with someone away from the phone, told me the payments were being applied as such to catch up the outstanding interest. I replied to her that could not be accurate and requested to speak with someone else. A man eventually came on the phone and after reviewing several of my past statements and running some calculations, agreed that something was not right. The statements for the amount due provided a breakdown of principal and interest ( i.e. Principal {$100.00}, Interest {$340.00} XXXX, yet my payments were being applied as stated above. He told me he would have to take the situation to a higher power and would call me back with an update. He did call me the next day and left a message that the situation was being worked on and he would provide an update later. I have reviewed my transaction history several times since his message ; seen no changes or adjustments and have left three voice mail messages at the " direct number '' he gave me. My most recent payment due XXXX was posted on XXXX in the same manner as the previous two ; all to interest except for my additional payment to principal.
Company Response:
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In summary, I was approved for a Deed in Lieu by both Nationstar and XXXX XXXX in XXXX, XX/XX/XXXX. The only item to be cleared was my second mortgage which had gone to collections and was taken over by XXXX XXXX XXXX. Working with Nationstar, XXXX XXXX and XXXX XXXX XXXX, they agreed to settle my account and release my lien upon receipt of payment of {$6000.00}. I was also approved for a Cash for Keys program in the amount of {$3000.00}. On XXXX XXXX, a check was cut out of my account and forward to XXXX XXXX XXXX. Nationstar DID NOT put any remittance advice with my check, and when XXXX XXXX called Nationstar and asked them the account the funds were for, THEY GAVE THEM THE WRONG ACCOUNT. ( Please see attached copy of the check, that IS NOT MY ACCOUNT INFORMATION. ) All Nationstar had to do was to request that XXXX XXXX Solutions Reapply the funds sent to my account. They never did!! For months, I went back and forth with the account representative that I was assigned, XXXX XXXX, who last told me via email on XXXX XXXX, " Good Morning XXXX, I apologize for the long delay, but I have not forgotten about you and have been diligently working on your case. We have provided all the informitao necessary to the second lienholder with explicit instructions on how to fix these items. I will follow up with them today and see where we are out. Thanks ''. I called XXXX XXXX XXXX, and my case worker there named XXXX XXXX who in turn told me they received nothing from Nationstar as far as instructions!! At this point, I am totally distraught. My situation is what it is due to nasty separation / divorce. I had to agree to a date to go back in my house for our settlement, remove all my items, hire a moving company that I paid close to {$1000.00} for, had to rent a storage unit that I paid way over {$200.00} a month for, threw away many valuable items as we had promised Nationstar that the house would be Vacant and in broom swept condition by XX/XX/XXXX. I have tried many many times to contact Nationstar. There are occasions that someone will respond, and then I get told that my situation is important, they take my matter seriously, even after I filed a complaint with the XXXX. On XX/XX/XXXX I received a phone call from customer service saying that once again be reviewed. I received a letter in the mail, again, stating that I will have a response by XX/XX/XXXX. It is now XX/XX/XXXX - I have heard nothing. This situation has caused me so much XXXX, I do n't understand how a company could treat any of their customers, the way they have treated me.
Company Response:
State: NJ
Zip: 08080
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have a good solid contract and the buyer has already been pre-approved for the loan. The bank will not consider the short sale. Also, when I phoned the bank regarding foreclosure alternatives, it was relayed to me that my only recourse was to do a short sale. No one ever informed me about being able to apply for a loan modification. I had to go to an outside source to learn about this particular foreclosure alternative. I am trying my hardest to get this done. At this point I am desperate for assistance and I am reaching out to you as a consumer for help. I feel as if the lender and/or their representative did not do what the government says, which is provide alternatives to me as a homeowner.
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2015-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I just want to follow up with a previous complaint about Nationstar and their fraudulent customer service practices. I received a call from Nationstar and the person handling my account XXXX XXXX # XXXX. I missed the call and a minute later called back and could n't reach her. I left a voice message. A minute ago, I get a call from the same number and they hang up. I call back and I get the voice mail of XXXX XXXX. I called from my work number and it said the # was n't a working number or the call could n't be completed as dialed. How is that possible when I just received a call from someone from nationstar who hung up right as I answered? This is the customer service issues I am experiencing and have been experiencing since my morrgage was transferred over to this company. Until some government entity intervenes and investigates I am stuck dealing with this deceptive company and their questionable business practices and tactics to steal my home. Again, please help.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-30
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Lender not willing to postpond sheriff sale even with complete short sale packet. We have a buyer, HUD, listing, financials, everything they are requesting
Company Response:
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No