Date Received: 2015-07-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Recently Nation Star Mortgage bought my mortgage from XXXX XXXX XXXX. Correspondence from Nation Star was initial confusing and dismissed as solicitation ; however, after notices from XXXX XXXX XXXX that my payment needed to be redirected to Nation Star, I was able to reset my Bill Pay with my bank to the address noted on the Nation Star correspondence. Unfortunately that information was inaccurate and after a few calls to Nation Star I the issue was resolved ; however, I made XXXX month 's payments beyond the transfer of my mortgage to XXXX XXXX XXXX. I confirmed each time that they were sending it through to Nation Star ; however, Nation Star could not confirm this for both months and informed me I was late on my payments. They required me to confirm the debit from my account by faxing backing statements ; however, I do not have access to a fax and they would not provide an email address to send the confirmation electronically. After multiple calls to my back, XXXX XXXX XXXX and Nation Star I was able to pressure/complain enough that I was then provided an email address to send documents for research. To complicate the issue and transition, I had set my Bill Pay up with XXXX different address ( both provided in the Nation Star correspondence ) and sent XXXX payments in XXXX for my XXXX payment. I recognized the error with XXXX of sending the funds and was able to get my back to request a return of funds to Nation Star ; however, Nation Star was unresponsive indicating the excess payment was applied to my delinquent amount. After significant time and pressure I was able to get the Nation Star customer service agent to conference call my bank to confirm the debit from my account and to facilitate the requested return. Also via the conference call I was able to get confirmation of my prior XXXX payments to XXXX XXXX XXXX thus " documenting '' my payments. Nation Star indicated that since this was not documented they would begin to research the issue and track the missing funds through XXXX XXXX XXXX, despite my verbal reference to the payment and dates of payments to XXXX XXXX XXXX and my confirmation of receipt and forward of funds by XXXX XXXX XXXX via bulk payments to Nation Star. While I contributed to the current issue not transferring my payments on time to the new mortgage holder and by sending XXXX payments in error, resolving the issue through Nation Star remains exceedingly difficult and they have yet to confirm payments received from XXXX XXXX XXXX. As a financial institution I find their ability to track and respond to issue underwhelming. I was even told by more than XXXX agent that Nation Star is not a " large banking agent like XXXX XXXX XXXX '' as an excuse why the information could not be researched promptly. I will be shopping for a new mortgage, despite the expense of closing costs etc., to get my mortgage out of Nation Star 's hands ; however, I am concerned that my mortgage can simply be bought again by an agency with poor service and inaccurate financial processing.
Company Response:
State: FL
Zip: 33405
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: Payment check was received and cashed by Nationstar Mortgage but the amount was not credited and posted to my account. This falsified missing payment incurred numerous late, legal and fabricated inspection fees
Company Response:
State: CA
Zip: 94539
Submitted Via: Web
Date Sent: 2015-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Nationstar Mortgage company held my mortgage which they purchased from XXXX. On XXXX XXXX this balance was payed off in full. on XXXX XXXX I called Nationstar to inquire when I should expect the release of mortgage/Iien papers and when my county would receive the deed. At that time I was told XXXX days after payoff, which was XXXX, so I should receive release of mortgage in XXXX days. On XXXX, I again called them and was told I would receive the paper work in XXXX days, on XXXX XXXX I was told 30 days following payment, which again they said was received XXXX XXXX, so again I was told, inXXXX business days. On XXXX XXXX, I called again and was told my paper work should be received in XXXX business days. On XXXX I went to Nationstar 's online site and filed a form requesting the proper paper work to show the mortgage had been payed off, on XX/XX/XXXX, I received a return memo per e-mail stating they had received my request and should receive the release notification in XXXX business days .As yet I still have NOT received this and am beginning to believe they have lost the the deed, I am tired of this run around. I was given your name by another financial institution. My next step will be to an attorney, I feel that I have been overly patient. Please help.
Company Response:
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a XXXX veteran on a fixed income. I have a mortgage which is owned by Nationstar mortgage of XXXX, TX. I have paid the original mortgage amount down from {$100.00}, XXXX to {$85000.00}. I have requested the removal of the current monthly PMI amount up to of {$47.00} from my payments. Well, they are requiring my signing of a formatted letter generated by Nationstar mortgage that states that I will be charged up to {$600.00} for an appraisal that they will acquire. Well, from my understanding of XXXX once the mortgage balance reaches the amount of 20 % been paid off that the mortgage company was obligated to drop the PMI. My mortgage is well past that point but they refuse to cancel the PMI. The following is applicable info : :Mortgage Company : Nation Star Mortgage Phone # XXXX or XXXX : XXXX XXXX XXXX, XXXX XXXX XXXX or XXXX XXXX XXXX, XXXX XXXX TX XXXX
Company Response:
State: TX
Zip: 77088
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I wanted to pay off my mtg. No information provided on statement. Had to call XXXX, Cust. Serv. Teleprompt - provide loan #. I did. Additionally, I had to provide last 4 digits of S.S #. I did. " XXXX '' identified herself. I asked for loan pay off quote, as written on my statement. She did not understand the ques.. I ask if she is located in the United States. Her response, no. I ask for representative in USA. I was supposily provided one, XXXX, and I have no way to verify that she was in the USA. In this era of identify theft why is my identifying information allowed to be collected from outside of this country? Should n't I have received a warning first? Company is Nationstar Mortgage. Please stop this from being allowed to happen.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-28
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had an FHA mortgage with XXXX for {$55000.00}, under FHA case number XXXX. Property Address : XXXX XXXX XXXX XXXX, XXXX, IL XXXX. I believe my original lender transferred the loan. XXXX XXXX XXXX XXXX XXXX XXXX, as trustee for the Certificate holders of the XXXX, XXXX, Reperforming Loan Remic Trust Certificatesm, Series XXXX sued me to foreclose on my loan. The bank took a judgment against me for foreclosure. However, I never was served with a summons and complaint in this case. A special process server said that he served my son, however ; my son does not live with me at the home and has never received a complaint and summons. My attorney tried to vacate the foreclosure judgment, however, the court would not allow him to vacate the judgment, stating that it did not matter if he lived with me, because he was related to me, that means that the sheriff could serve him. The court also took the word of the process server, over mine. Needless to say, I was not able to present a defense on my behalf and they purchased my home for about {$15000.00} at the Sheriff 's Sale. As an FHA beneficiary, the bank was required to send out notice to me prior to foreclosure. They were required to offer me options ( like a forbearance, a modification, and other resources in order to help me save my home. ) The bank failed to work with me. In fact I even tried to negotiate with them before and after the sale of my home, but they have ignored me. They are not following the FHA rules 24 C.F.R. 203.604, 203.501, 203.605, 203.606. It appears that all they want to do is go to HUD and collect on the mortgage insurance without talking to me. This is not how it is supposed to work. My husband and I are pastors at the XXXX XXXX XXXX XXXX in XXXX, which is located a few blocks from the property. Please help us. We are still in our home at this point and do not want to be evicted.
Company Response:
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2015-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-27
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Hi my names XXXX XXXX and have a big problem with my lender that being Nation Star Mortgage who has yet to give a harp modification agreement that i know i qualify for cause they said but they have yet to in force an agreement that i signed and sent back to them in XXXX XXXX 2014 this is wrong and want them do what harp is there for to help me get back on track so i can pay my mortgage i do n't this run around that these companies are playing with people like myself the reason i say this is in the beginning i sent various documents to nation star only to be told that they never received them and i had to resend them only that they never received my current pay subs which was n't true so i sent them again and again and again then they informed me that they received them but i did n't make enough i asked them is possible with XXXX jobs and my XXXX one pays me over XXXX then after hour of debating they admitted there error saying that the person working my file never applied my main income there were using my XXXX income as my sole income which incorrect and that were sorry its noted on there computer the various people i spoke with and various mistakes they 've made one lady who i spoke said the name that was giving to me as a point of contact was n't real and that person would n't never call me back cause this a name they give to everyone cause of the amount of cases they have and she was sorry that i was mislead but i qualify for harp and she would do her best to fix again after going back and forth i get this agreement i sinned and sent back to them i want to speak with someone who is truthful so i fix this and move forward its a shame that our has help these various banks on bailout but they can not be forthright with us these people lace there pockets with tarp like XXXX XXXX president
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2015-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar mortgage acquired my loan from XXXX XXXX XXXX ( XXXX ). I asked XXXX in XXXX how to remove pmi from this loan and was sent a letter saying that I owed XXXX for removal. I sent in $ XXXX from tax refund. I received XXXX more letters from XXXX the last stated that I owed $ XXXX to remove pmi. This was 3 months ago and before the last XXXX payments to nationstar. Nationstar says that I owe $ XXXX the numbers are not even close. How is there such a descrepency? I did not ask for this change however I am not looking to lose several thousand dollars. I have requested pmi removal XXXX from nationstar with no correspondence from them.
Company Response:
State: NY
Zip: 10704
Submitted Via: Web
Date Sent: 2015-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-27
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: XXXX This is not a Duplicate XXXX has repetitively ignored fraud activities and now has forged documents to hide some of the fraud activates on my accounts. On XXXX NationStar provided me a document for the loan modification my tenant made without my awareness or consent. This was before I brought it to their attention that this activity was Fraud. I aware that there was another loan modification made sometime in XX/XX/XXXX by my tenant, but NationStar rather not provide me with any further proof of fraud activities. On XX/XX/XXXX, NationStar responded to my escalation of fraud activities, again ignored the fraud activities, but provided an EDITED VERSION of the loan modification document. This time, they removed page XXXX which was the fax cover page showing that it was faxed by my tenant from her place of work. The original was a .TIF of XXXX pages and the NationStar filtered version is a .PDF of XXXX pages. NationStar has always suppressed the providing of certain documents which would further proof fraud, and now they are forging documents. There was a falsified letter written by my Tenant requesting authorization over my accounts pretending to be me. I have requested page XXXX which is the fax cover page, but NationStar repetitively refused to provide me with that piece of evidence as well as the document for the loan modification on XX/XX/XXXX as well as phone calls recordings which would show the XX/XX/XXXX phone call of my tenant calling NationStar and removing bank account information from my loan after I had wrote a letter to NationStar revoking access to my tenant and changed online access. I have requested XXXX things from NationStar, 1 ) to secure my account and prevent further fraud on my account 2 ) to correct the harm caused out of fraud activities. Up until today, NationStar has not complied with either request. I have asked for a password to be placed on my account on XX/XX/XXXX, up until today, that password is not enforced. I have recording of me calling NationStar and not being prompted for the password. This means that anyone with my information can call and STILL ACCESS my account. NationStar claims I granted authorization over my accounts to my tenant. I HAVE NOT GRANTED AUTHORIZATION TO MY TENANT. If there is such falsify phone call evidence, they are made out of fraud activities. There was a falsify letter written on XX/XX/XXXX written by my tenant, and the allege phone call was probably done by herself as well. NationStar records all phone calls, Can NationStar provide me with the recording so that I can identity who was pretending to be me. I 've been a victim of Identity Theft. Someone forging my signature, and acting as if it was me during any transaction is Identity Theft and is considered fraud. I have provided an Identity Theft affidavit as well as a police report which has full details of the fraud activities caused on my NationStar 's accounts. It is by law that NationStar has a certain amount of days to remove the fraud activities from my credit report. There are a few questions I have:1 ) I wrote a revoke access letter on XX/XX/XXXX and confirmed it was received. Why was my tenant allowed to remove banking information from my mortgage account around XX/XX/XXXX? 2 ) On XX/XX/XXXX, XXXX XXXX wrote a falsified letter. The phone number on the letter is her cell phone number. Why NationStar refused to provide me with XXXX XXXX of the cover sheet fax? 3 ) Why did NationStar edite a .TIF document into a .PDF and removed page XXXX which was the fax cover sheet showing XXXX XXXX 's name? 4 ) I 'm assuming there are other fraud activities due to NationStar lack of security. Why is NationStar playing ignorant at taking actions to correct the harm causedThere have been multiple times which I have escalated the fraud activities to NationStar and provided an affidavit Identity Theft report as well as a police report.
Company Response:
State: TX
Zip: 77373
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar mortgage servicer is incorrectly reporting that my XXXX, 2015 mortgage payment was never received. This is not the first time Nationstar has made this type of accounting errors with my account.Attached is proof of my XXXX payment, which was timely XXXX on XXXX XXXX, 2015 by ACH electronic payment through XXXX XXXX XXXX Bank with a Nationstar telephone representative.
Company Response:
State: TX
Zip: 79902
Submitted Via: Web
Date Sent: 2015-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes