Date Received: 2015-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My home address was changed by the city. I submited the change to Nationstar, my mortgage company, XXXX years ago. XX/XX/2015 I tried to refinanceand was denied because of a address descrepancy with XXXX . I have submitted XXXX letters from the city and have yet to get my address correctly changed with XXXX. This procedure is called a SURF rquest. Nationstar says they cant even talk interdepartmental to try to resolv this problem. I also contacted XXXX XXXX 's office and my state ( MA ) attorney generals office. That was over a month ago for both. I am loosing about XXXX $ a month by not being able to refinance. Please help!!!
Company Response:
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX I had a loan modification with XXXX XXXX. In XX/XX/XXXX XXXX played with the Escrow on my account and made me two moths behind and then sold my mortgage to Nationstar. I have sent information to Nationstar and I have corresponded with them many times. At one point on XX/XX/XXXX the person I had been dealing with sent me an email that stated if I paid XXXX payments I would be current. Shortly thereafter the person I was dealing with was transferred to another department ( XXXX XXXX the next person I dealt with who was my dedicated loan person I asked her to speak with XXXX and she said " she had left and if I wanted to stay in my home I would have to speak to her ''. I spoke with a supervisor XXXX XXXX and he was going to look into it for me. I spoke with another representative that stated that XXXX XXXX had in the notes that we had a three way call XXXX XXXX, Nationstar and myself XXXX. That did not happen at that point. So I called XXXX XXXX and we had a XXXX way call and we spoke with XXXX at XXXX. I asked her specifically what months I missed. She was going to research it and get back to me. She called me the next day and I had not missed any payments and she told me they adjusted my escrow which made me XXXX months behind. I called XXXX XXXX to tell him and left him a message that I had not missed any payments. Shortly there after I received a call from a XXXX XXXX from Nationstar that said that I was only to speak to her and only her and gave me her number, she said she understood it was XXXX that caused the issue and she would look into it. I still received collection calls from Nationstar and I tried to call XXXX XXXX and she would not return my call, I only got her voicemail. When a representative from XXXX called me, I gave her XXXX XXXX number and she did not know her nor would she contact her. Even though it was a Nationstar number. I have tried everything I know to rectify this and I can supply you with any information you need. I have also told Nationstar that I have a XXXX. I have lost sleep and constantly worry that I will loose my home. I now can not make payments online to Nationstar. I can supply you with copies of any month payments payments from XXXX or Nationstar. I am almost at the point of just giving up. When I first contacted Nationstar they stated I was XXXX months past due and that my payment was {$200.00} more a month then what it is but XXXX at Nationstar fixed that but representative still try to get me to pay {$200.00}. more a month even though they had a notice on their site saying that they have taken over my mortgage but nothing has changed. I do not understand how XXXX could play with my Escrow to make me XXXX months behind and not rectify it and I do not understand why Nationstar could not contact XXXX and get this corrected. Again, I can send you any month payment for XXXX or Nationstar that you require and I can give you any information you would need. Also on my credit report XXXX reports " no missed payments ''. which is correct. Thank you for your assistance.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Homeowners XXXX XXXX and XXXX XXXX obtained a HAMP in XX/XX/XXXX but believe that the loan servicer ( now Nationstar ) erroneously failed to remove the $ XXXX monthly private mortgage insurance. The mortgage insurance makes their loan unaffordable, and when combined with some other challenges, caused them to fall behind in XX/XX/XXXX. XXXX XXXX and XXXX XXXX hired XXXX XXXX, XXXX in XX/XX/XXXX to help them resolve the arrears. On XX/XX/XXXX, Nationstar guaranteed that it would remove the {$250.00} cost of the mortgage insurance if the homeowners reinstated by XX/XX/XXXX The homeowners timely reinstated but Nationstar now refuses to honor its promise to remove the private mortgage insurance.
Company Response:
State: WA
Zip: 98166
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I was applying for a credit card thru XXXX XXXX XXXX and i did get the c.c .However the agent asked if i was paying a mortgage & i said yes for 10 years. the agent said i may want to contact my mortgage co. because they have not reported it to the credit bureaus! I called numerous times and each time Nationstar employees gave me another dept. to call. The last call was supposely their bankruptcy dept., phone # XXXX XXXX XXXX. I spoke with XXXX and she was confused because they were a law firm that did do some work for Nationstar but was NOT their bankruptcy dept.! She did say that they have had similar calls from other people thinking that they were Nationstar Bankruptcy Dept.! I just want my payments to be reported to the credit bureaus but can not contact anyone to even report this to!!!! I am very aggravated.
Company Response:
State: TX
Zip: 77019
Submitted Via: Web
Date Sent: 2015-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am so frustrated and fed up with this company that defaulting on my mortgage would be a XXXX send so that I would n't have to deal with their lackluster customer service and lack of feedback or response to any of my valid complaints. I am delinquent and have tried to see if Nationstar would work with me on a possible loan remodification which I was unsuccessful at. I have made dozens of calls trying to get some assistance but nationstar does not have a customer service line where you can actually speak with a representative. I am disgusted and unfortunately out of options and the only thing I have left to do is file yet another complaint. I have filed NUMEROUS complaints on this company from using this agency, to the BBB, the DOJ and anyone else XXXX search tells me wlll help. All I want is customer service and assistance. I quit my part time job so I can get my XXXX out so I can catch up on my mortgage while I attempt to find new FT and PT employment. My goal is to have this mortgage caught up by next month but I want to know of my options which no one at Nationstar is willing to divulge because they have no customer service department and the person handling my account does not exist. I missed her call today and called back immediately only to get her voice mail. I left one of numerous messages for this XXXX XXXX but have been unable to reach despite my numerous attempts. Please investigate this company for its deceptive practices. I feel this business is a fraud, a cloak and a front to steal people 's homes from under them by not offering them customer service or assistance. I do n't know what else to do except to file yet another complaint. And I will continue to file complaints until Nationstar addresses my concerns regarding their deceptive business practices.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2015-07-29
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 originally was offered a DOJ principal reduction modification via XXXX XXXX XXXX. Once it transferred to Nationstar, the modification process took over 2 years, and thankfully I was granted a modification. I accepted the trial payments, however when I was advised that I was going to have payments increase over time and also a balloon payment of o $ XXXX, I was not sure what to do. I waited for the actual approval, which I turned in so as not to lose the home to foreclosure. I revisited and modification, and I realize it is just going to be too much for us and I wanted to proceed with a HAFA short sale. I was denied the HAFA because apparently there was a foreclosure sale date posted within 30 days and there would not be enough time to review. This does not make sense as I have been trying to do a workout between XXXX XXXX XXXX and Nationstar for over 5 years! My family and I feel worn out, stressed, scared now because I keep getting notices and people coming to our home saying that we have foreclosure sale dates. I thought that with the Homeowners Bill of RIghts this was no longer going to happen and foreclosure sale dates would be placed on hold. I appreciate that the sale dates have been postponed, however, the fact that the sale date is seen by the real estate voltures is very stressful both mentally and physically. For over 5 years I have been submitting documents in the hopes that I would be granted the DOJ Modification principal reduction. I do n't want to lose our home in foreclosure and I am being proactive in trying to sell the home under the HAFA program. I have paid the trial payments thus far as I was hoping to keep our home but again with the way things have recently changed in my company, they may cut my hours again. The issue with Nationstar is that they have not removed the foreclosure sale dates even though the Nationstar representative assured us that there was no longer a sale date. Apparently in their system, if they see a foreclosure sale date within 30 days they ca n't allow us to review for a XXXX short sale. Why are they just postponing for 30 days rather than postpone until the matter has been resolved? Why would they do this if we are in a workout and also trying to prevent a foreclosure, seems to go against the government regulations. It seems they do this to then say they have granted us so many postponements that we are denied a review? Thank you in advance for your assistance in this matter.
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Settlement process and costs
Subissue:
Consumer Complaint: On XX/XX/XXXX, I went into bankruptcy. On XX/XX/XXXX, I completed the bankruptcy, paying around {$68000.00}. XXXX, had the mortgage but transfer within the month to XXXX XXXX XXXX. About XXXX months before completing the bankruptcy XXXX, transfer the note to Nationstar XXXX. And as soon as I completed the bankruptcy, Nationstar XXXX, stop cashing my monthly check payments.My checks were being sent to the law firm that had represented me. No reason was ever given as to why they had done. Then I started to receive advertisements from law firms that wanted to represent me because my property was being foreclose. When my lawyer had file the bankruptcy he included a provision that the loan was to set to a Fix loan, payment set at {$350.00}, this plan was sign by A JUDGE, Chapter XXXX TRUSTEE, MY Attorney and ME. No members of the BANKS, showed up. Now I am being told that the judge should not have sing this order. At this point I do n't know who is responsible.
Company Response:
State: TX
Zip: 78130
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We bought a house in 2005 using XXXX XXXX. We have owned the house for 10 years, had the account on auto draft, and never missed a payment. In XXXX XXXX XXXX sold the mortgage to Nationstar. Without any correspondence we find out through our credit score that Nationstar is reporting us missing a payment and 60 days late. We contacted Nationstar immediately and provided them will all of our bank statements and documentation showing where we have made all payments. The result is everytime we call we get a different indiviual. Most of the time the english is so broken you ca n't have a coherant conversation. Next, Nationstar will not let you speak directly with the official looking over your case. Everytime we call someone will tell us it 's fixed and then they 'll transfer us and the next operator will tell us they have not even opened up a case number on our complaint. Finally today, Nationstar asked me for bank statements again to include statements from XXXX XXXX. They did not obtain the mortgage until XXXX. This has severely affected my credit score and XXXX transitioning out of the service in the next several months my credit score is crucial in mine and my family 's transition into civilian life. Nationstar has admitted over and over again that it 's " their system 's mistake '' yet they refuse to fix the problem. I do not know where else to turn at this point. When you provide a company black and white proof that you 've done the right thing and they continue to sit on the problem while it affects your financial future is beyond infuriating.
Company Response:
State: KS
Zip: 664XX
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company, Nationstar XXXX Mortgage has repeatedly charged our mortgage this month then reversed it, causing my bank account to go negative through overdraft fees and an NSF charge. I attempted to contact them multiple times and was given incorrect emails to send the information to. Most recently I was instructed to send the materials to an XXXX XXXX, who I found is a corporate recruiter through XXXX. I have attached a copy of my ban statement which shows this.
Company Response:
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-29
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My mother passed away XXXX months ago and she had a reverse mortgage on her property. We opted for a " Deed in lieu of Foreclosure Agreement '' on XXXX/XXXX/15. The mortgage company will not take ownership until the property is settled ( not scheduled for at least XXXX days ). On XXXX/XXXX/15 we discovered that the mortgage company placed a lock on my mother 's home without any notice or before they took ownership of the property. In XXXX, it is illegal to lockout a resident unless they have proof of ownership. I have the deed to my mother 's house in my possession and the mortgage company does not own at this time.
Company Response:
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No