Date Received: 2015-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid off my mortgage balance with Nationstar Mortgage in XXXX XXXX t ts They They They sent me a payoff statement saying my balance was $ XXXXwhich included prepaid interest through XXXX XXXX of {$360.00}. Thispayoff statement said the daily interest was {$12.00}. I sent a cashiers check by overnight mail ( cost me {$19.00} ) on XXXX XXXX. I have written proof that Nationstar received my check on XXXX XXXX. It wawas signed for by someone named XXXX XXXX. I have written proof thatNationstar did not post my check until XXXX XXXX. I received a checkfrom Nationstar for what they called 'payoff overages ' on XXXX XXXX, XXXX {$97.00}. It would appear that they calculated my refund of prepaid interest based on the date they posted my check ( XXXX XXXX, 2015 ) andnot on the date they received and signed for my check ( XXXX XXXX, 2015. ) By my calculations Nationstar has not refunded me all of the prepaidinterest that is due to me. Based on their own statement that shows theinterest calculated at {$12.00} per day, I am owed approximately another {$60.00}. I have contacted them numerous times, both by phone ( once Iwas kept on hold for XXXX minutes ) and by mail. After over XXXX months thisissue still has not been resolved. My last letter from them was sent tome on XXXX XXXX, 2015. This letter contained convoluted double-speak. Nationstar claimed that 'the error asserted within my correspondencedid not occur on my account. ' But in the next sentence they say that'they have addressed the error with the payoff date being incorrect andwill have the corrected date reflect XXXX XXXX, 2015. ' Then they add that'furthermore, the notice and funds due if any will be sent in a separatecover. ' They do n't say when, how much, or even if ( for sure ) I will everreceive more funds. In the last paragraph of their letter, they say that 'I have the right to access the documents and relied upon in theirinvestigation, but because these documents are considered internalinformation, I need a subpoena or legally proper request to do so! 'This matter has not been resolved to my satisfaction. was sent on XXXX XXXX, 2015. XXXX XXXX, 2015
Company Response:
State: CA
Zip: 93010
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: ( 1 ). My original loan on the the house I purchase was a predatory loan. ( 2 ). At the original closing, the monthly mortgage was established on income from the previous state of residence, not the present state of where the house resides, where we are now. ( 3 ). At closing the interest rate was in increase unexpected at the last minute / at the closing table to me the buyer. I was forced to take the offer coming from the State of XXXX to XXXX or be homeless. There was no family to rely on in the new state. All my furniture was setting in front of the property with no where else to go or be homeless. ( 4 ). My loan was out side of the 31 % guideline mandated by federal standards after several modification attempts to lower the monthly mortgage payment. ( 5 ). XXXX XXXX / Mortgage company waited a whole year before establishing escrow on the loan after modification, abruptly increasing the monthly payment to an additionaI {$600.00}. Escrow should have been calculation from the onset of the loan. ( 6 ). Previous modifications never really made mortgage affordable, only a {$20.00} reduction in payment, so escrow arearages, interest, penalties, late payments made it very difficult to make the monthly mortgage, forcing possible foreclosure a present. Have supporting documentation of above issues
Company Response:
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are in the unfortunate position of having had our mortgage sold to Nationstar for servicing. Each month we pay the amount due ( principal and interest ) plus an additional {$750.00} toward the principal. We use Nationstar 's online form which allocates the payment accordingly. For whatever reason, Nationstar can not seem to understand that the additional {$750.00} is a payment against the principal. Some months it has been stuck in an escrow account. More recently, after several phone calls and hours spent talking to a representative and being assured that our account has been corrected and that the problem will not recur, the new approach ( last 2 months ) is to allocate to the next month 's payment, reducing the monthly amount due rather than reducing the principal owed. The following is an example of the communication we have been having with Nationstar : Subject : Payment PostingLoan : XXXX XXXX XXXX XXXX. XXXX XXXX CA XXXXDate : XXXX XXXX, 2015 XXXXOnce again we are writing to correct your posting of our most recent payment. We paid our XXXX payment on XXXX/XXXX/15. As we do every month we paid the amount due plus an additional XXXX in principal. Once again you have failed to post this payment correctly. Why is this so difficult? Compounding your error, your site indicates that you did not accept this payment toward the XXXX payment due and that we still owe an XXXX payment. Correct this as well. We are becoming tired of having to constantly correct your accounting of our payments. This is not hard, all you need to do is look at the allocation of the payment that is made with transaction and apply the funds accordingly. The incompetent handling of our account is very frustrating and stressful. We make our payments on time, even early, and expect reasonable service of our account. If you are unable to provide this minimal competent level of service please transfer our loan to some one who will. I would welcome someone calling me and explaining the steps you will take to remedy this situation. I can be reached at XXXX. XXXX XXXXThe only response to this email was to make the corrections requested. However, each month since has continued to be problematic with Nationstar mishandling our additional principal payment requiring calls to the service department. Its delay in applying my additional principal payments obviously impacts the amount of interest I am paying to my detriment but to Nationstar 's benefit. I suspect that my loan is not the only loan being handled this way, and if it is Nationstar is benefiting from its own seeming incompetence.
Company Response:
State: CA
Zip: 94402
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-18
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Nationstar keeps calling the business that I work at, XXXX XXXX XXXX XXXX, multiple times a day trying to collect a debt for someone that no longer works here. It is an automated dialer with no option to talk to a person. There is an option to say that is is the incorrect number, but they keep calling. I called the number they provide for you to call back for more information, and by pushing a lot of wrong buttons, I was eventually transferred to a human. When I told the gentleman that I wanted them to stop calling, he said there was nothing he could to remove our number until the intended recipient gave them permission to change his account.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2015-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Since XX/XX/XXXX I had my FHA mortgage with XXXX XXXX XXXX. In the middle of XX/XX/XXXX, whilst I was in the middle of a VA mortgage refinance with XXXX XXXX, unbeknownst to me XXXX XXXX XXXX, transferred my loan to Nation Star effective XX/XX/XXXX. XXXX XXXX paid off Nation Star on XX/XX/XXXX, before my first mortgage payment with them was due. However Nation Star has not refunded the balance in my escrow account and said that on XX/XX/XXXX they sent this money to XXXX XXXX XXXX to pay a Corporate Advance for an appraisal & I needed to call them. XXXX XXXX XXXX has told me they did not require any money, they did not request any money and they have not received any money ; that my loan was paid in full. I have spoken to at least XXXX different Nation Star Customer Service Agents and XXXX people in their Escrow Department and no one can tell me where my money is and why it has not been refunded.
Company Response:
State: KY
Zip: 42141
Submitted Via: Web
Date Sent: 2015-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, Nationstar Mortgage notifed me indicating that I owe hazard insurance for tthe property located in XXXX, TN. I pay my hazard insurance and taxes independent of an escrow account. I have attempted, several time, to contact NationStar Mortgage to resolve the issue ; however there has been no resolution and Nationstar has placed an additional insurance on the loan account charging me extra for the insurance and indicating I have a negative balance since I was not paying for the insurance. Please see all the attached documentation submitted to NationStar Mortgage. I have sumitted my certificate of insurance several times to NationStar Mortgage. I want Nationstar to remove the addtional insurance from my loan account and refund me any monies due.
Company Response:
State: CA
Zip: 94596
Submitted Via: Web
Date Sent: 2015-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Nationstar. The company has XXXX my ability to make online payments- for no reason. I am currently working overseas, the inability to make an online payments seriously jeopardizes my ability to pay on time or at all. The payment terms of my mortgage also changed when they took it over from XXXX XXXX XXXX. They began charging me service fees to pay online, have been constantly showing me with an additional fees owed which can never be paid through the online option and have not been accounted for during the annual mortgage evaluation and adjustment of payment.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2015-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The servicing of our home mortgage was transferred from XXXX to Nationstar Mortgage XXXX/XXXX/XXXX. We always pay on time. XXXX XXXX Nationstar started reporting our credit XXXX days late which was wrong. How do you instantly go XXXX days late anyway?? This continued for months. We sent certified letters to all the Credit Bureaus and the officers of Nationstar explaining this and they did nothing! I then personally met with our Attorney General for Florida, XXXX XXXX and attorney XXXX XXXX head of consumer protection for Florida. I was assigned an attorney XXXX XXXX to help us. XXXX connected me with XXXX XXXX inside Nationstar Mortgage who was suppose to help us. After literally months of communications with XXXX and email copies to XXXX XXXX as a witness to this in the Florida AG Office, finally in XXXX XXXX Nationstar stopped reporting the false information but DID NOT REMOVE THE MONTHS OF WRONG HISTORY OF BEING 120 DAYS LATE WHICH HAS MASSIVELY HURT OUR CREDIT AND IN TURN OUR BUSINESSES AND OUR LIFE.! FROM XXXX XXXX to right now I have sent countless emails to XXXX at Nationstar to remove this deliberately false damaging history with no response except that he can not help me. I just hired XXXX XXXX to help remove this false history, I subscribed to XXXX reporting and have them resending a complaint to Nationstar to remove this. The fact that it is impossible to go from paying on time to XXXX days late the very next month with no progression of lateness i.e., XXXX, should be conclusive enough proof for anyone that there is a serious error here! We have documented receipts from Nationstar every month showing the amount we paid to them, the date paid and what it paid i.e., the specific mortgage. We have XXXX separate mortgages on XXXX different pieces of property, XXXX being our homestead and Nationstar has falsely reported XXXX days late for months on XXXX loans that are always paid on time. We own and operate several businesses and the distruction of our credit by Nationstar Mortgage has already cost us well in excess of {$100000.00} in damage because we are not able to access the normal capital we use each year to operate our businesses. We have had to lay off employees, miss growth opportunities and shut down parts of our business because of the direct damage to our credit. Although we have worked very hard for over XXXX years and have XXXX dollars in equity in property, equipment and our businesses, we are now unable to get any credit from any source because of the attack on our credit by NationstarMortgage. One last added piece of information that shows how corrupt Nationstar is, in XXXX XXXX, the same month they started falsely reporting our loans as being XXXX days late, THEY THEN BEGAN EXTORTING XXXX OF MORE DOLLARS PER MONTH ON OUR LOAN PAYMENT FOR OUR HOME. THEY FIRST TRIED TO INCREASE OUR $ XXXX monthly payment to $ XXXX+ FOR NO REASON AND AFTER DAYS OF FIGHTING THEM BY PHONE, THEY SAID " WELL WE CAN CUT THAT INCREASE BY {$500.00} PER MONTH '' WHICH MEANT WE WOULD ONLY BE EXTORTED TO PAY AN EXTRA $ XXXX WHICH WE HAVE HAD TO PAY OR THEY WOULD AS THEY STATED TO US XXXX PUT US INTO DEFAULT IF WE PAID ANYTHING LESS THAN THE AMOUNT THEY TOLD US TO PAY '' I SAID WHAT IF WE MAIL IN THE REAL AMOUNT OF THE LOAN AND THE REPRESENTATIVE SAID " WE WILL NOT DEPOSIT YOUR CHECK AND FORCE NONPAYMENT OF YOUR LOAN '' THIS IS I BELIEVE CRIMINAL EXTORTION! PLEASE HELP US STOP THIS CRIMINAL ACTION AGAINST OUR CREDIT AND HAVE NATIONSTAR REMOVE THE WRONG HISTORY OF XXXX DAYS LATE ON OUR CREDIT RECORD! THANK YOU, XXXX XXXX
Company Response:
State: FL
Zip: 34243
Submitted Via: Web
Date Sent: 2015-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To Whom It May Concern : I purchased a home on XXXX XXXX, XXXX in XXXX XXXX County, MD for {$220000.00}. It was a predatory loan ( s ). On XXXX, XXXX the original loan ( s ) were purchased by XXXX XXXX & XXXX ( XXXX ) for $ XXXXXXXX7.25 % interest rate. XXXX gave me a modification ( 5.25 % interest rate ) ( charged me {$18000.00} for the modification ) and XXXX owners went to prison for fraud. The loan went into default as the modification was insufficient to address my financial hardship. XXXX XXXX now claims to have been the financier of the loan and is demanding full payment and is in the process of foreclosing. I practiced poverty law as a defense attorney until I had to retire in XXXX due to a XXXX. I want to keep my home. It is now valued at an estimated {$99000.00} or less. I believe I am the victim of fraud, predatory lending, unfair business practices, and XXXX only knows what else. I have a foreclosure sale date of XXXX XXXX. A previous foreclosure sale was dismissed by the courts. I do believe it had something to do with the documents being altered. I spoke with the county prosecutor 's office. They agreed that the signature of the notary was potentially fraudulent on the documents but was under a mandate to allow the courts to proceed with the foreclosures despite the lack of integrity of the documents. Thank you for taking the time to read this. Best regards.
Company Response:
State: MD
Zip: 20747
Submitted Via: Web
Date Sent: 2015-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced my loan with Greenlight Loans, a division of Nationstar Mortgage, and was funded with a new loan with NationStar on XXXX XXXX. The old loan account on Nationstar 's website was not flagged at all. Not flagged means the account can accept any kind of future payment or changes. On XXXX XXXX, I received an email from Nationstar that my Auto-pay for the old loan was being paid. I immediately emailed them that the old loan was fully paid and yet, on XXXX XXXX, the money was taken out of my bank account. I emailed them again and received a generic response, basically saying, sorry for the inconvenience, but we have your money for the next 30 days ... interest free. I finally called them and a customer representative told me in 18 days after the funding date ( XXXX XXXX ), that I 'll receive my refund check. That day has come and gone! The whole problem is that Nationstar is setup to capitalize on human errors. For example, if a consumer mistakenly writes a check with the old loan number or use an old loan stub ... that check is credit to the old account and wo n't get it back for 30 days. In the meantime, a consumer will not know their mistake until they received a delinquent notice on their new loan. Delinquent charges and possible payment processing fee kicks in after 9 days of the Due Date. All they need to do is to play dumb, drag their feet, and the longer it takes to resolve a mistake will result in collecting more fees or free use of customers ' money. NationStar 's website needs to have accurate information about the status of the old loan account. This old account should be flagged with notation that the loan is paid, closed and inactive, show any credit balance and a refund date ... none of this unpaid balance owing and your next payment is due on XXXX XXXX.
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2015-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No