Date Received: 2015-07-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar is the worst mortgage servicer in the world. They should be shutdown. Every time I interact with them, they mess up what they are supposed to do with my money. I just recently went on their website and processed a purchase and coded it as an extra escrow payment, and they coded it as a principal payment. I now have to call them and go through their terrible customer service to have them apply it to escrow. They will then lower my payment instead of just adding it to escrow, and I will have to have them run another escrow analysis. They will then send me a check that I do n't want. I will then attempt to send them back the money since I want it in escrow and they will mess that up again. The circle continues this way with no end in sight. I have contacted you before on their incompetence and nothing is fixed with this company. When do you plan on fining Nationstar? When will they be shutdown? Can you force them to switch me to a mortgage servicer that knows how to service a mortgage?
Company Response:
State: PA
Zip: 19460
Submitted Via: Web
Date Sent: 2015-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We attempted for 2 years to obtain a modifications through Nationstar. Our person of contact was constantly changing, our paperwork was not not being processed quickly, and we were having to resend documents and restart the process every 30-45 days. after becoming frustrated and hopeless, we decided to seek a short sale. In XX/XX/XXXX, we contacted Nationstar to begin the short sale process. We gave them our realtor information, and were told the process was started, and they would contact our realtor. Our realtor requested the required documentation several times and never received it. Nationstar never contacted our realtor or us about the short sale. In XX/XX/XXXX, our realtor decided not to do our short sale because of the lack of communication from XXXX. We contacted Nationstar in XX/XX/XXXX about doing a deed-in-lieu. We were told that was a good possibility, and after asking a series of questions, we were old the process was started, and we would receive the paperwork to complete. We never heard back from Nationstar, and our home was foreclosed XX/XX/XXXX.
Company Response:
State: AK
Zip: 99516
Submitted Via: Web
Date Sent: 2015-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The corporation I worked for reorganized and my job was eliminated. The only job I could get earns less than half what I used to earn. I am single, alone and have a XXXX year old son with special needs. I sought refinance but since 2008, the house is worth less than I owe. I applied for an FHA short re-finance in order to stay in my home and be able to make the payments with XXXX XXXX XXXX, under the government 's Making Home Affordable program. I was approved, and we got an FHA appraisal showing the home is worth about {$40000.00} less than I owe. The interest rate is also XXXX and I have qualified for XXXX. XXXX XXXX of XXXX XXXX called Nationstar Mortgage to get approval for the FHA re-finance since he has gotten their approval for other short re-finances with Nationstar. Nationstar representatives first told him they would consider that except they could n't because they were only the loan servicer and the investor on the loan would not do a short re-finance with the homeowner, but only would do short sales with a new buyer. XXXX asked who the investor was and Nationstar lied and said it was XXXX XXXX. He and I called XXXX and they said that they are not the investor, that Nationstar was sold the entire asset and Nationstar is the investor and servicer. XXXX has a copy of Nationstar making that false statement. Various representatives also said : FHA refinance is only available when the loan is an FHA ( which is not true ) ; that I am current on my payments, so what 's the problem ( the law precludes them forcing me into default, and you have to be current for an FHA short refi ) ; that even if they were the investor, Nationstar never does short refinances ( XXXX has done them with Nationstar before so that is untrue ) ; that I should simply give up my house if I can not afford it any longer ; and that short refinances are handled by the Loss Mitigation team, that, no, they are handled by the Refinance Team, that, no, they are handled by the Short Sale Team ; that they are n't done at all by Nationstar ; and that they are done by Nationstar, but the secret investor wo n't let them. When told that the investor they mentioned was contacted and said they are not the investor, that it 's all Nationstar, Nationstar 's representative replied, " I ca n't tell you who the investor is, ' but they wo n't let you use the Making Home Affordable program, and will only short sell your house to someone else, '' that you must continue paying the mortgage that is more than the property is worth, at the higher interest rate, or get out of the house or do a loan modification ( which ca n't be done because the house is worth less than the mortgage ). Even though Nationstar would get the same amount of money ( 97 % of the actual value of the property ) whether a short sale went to a new buyer, or a short refinance permitted me to stay in the home under affordable terms, Nationstar they refuse to do one with me, but would only do it with a stranger, but not me, refusing to permit me to do short refi under Making Home Affordable - even though I an qualified under that program for a short refinance and even though I have been pre-qualified, we have the FHA appraisal, have been timely paying my mortgage for 14 years, and I have a willing FHA lender ready to pay Nationstar. They are violating federal and state laws, being unreasonable, arbitrary and capricious, and acting in a discriminatory fashion. They further refused to provide the name of the group, entity, and individual at Nationstar who could make this decision considering the evidence available, rather than various reps general thoughts about what Nationstar would or would not do, saying both that Nationstar does/never does short refinances, even though the XXXX XXXX rep on the phone with me and working with me now, has done short re-finances with Nationstar before..
Company Response:
State: OH
Zip: 43123
Submitted Via: Web
Date Sent: 2015-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are writing to ask for your help in our situation with Nationstar Mortgage. Last year we decided that it was time to sell our home, we no longer can afford it, it had taken almost all our retirement funds trying to save our home by waiting for the value of our to go up enough to sell it without having to pay out pocket expenses related to the sale. Here in XXXX XXXX the market had not improve enough for that to happen. We hired an real estate agent to sell it, that is when we found out that the value of our home is still under water by about {$18000.00}. She advised us to file for a short sale, we did that in XXXX of 2014 and as of this date we have not received any communication from Nationstar Mortgage. They told our agent that FHA approved a loan modification, we have never received any detail or written notification from them regarding this decision, maybe it is your a tactic to delay it. We are worry that this is going to end in a foreclosure. Here is our problem, following the advise of our agent, we stopped making payment for two months, they place the rest of the payments that we made in an escrow account and blocked us from making payments electronically, meanwhile they sold our loan to XXXX of Florida. They will not return our phone calls or communicate with us at any time of this process, the only contact phone they provide is a call center with voice mail never a human and we leave message after message and they never return our calls. Please help us, we are seniors with very little money left, my husband is XXXX years old and I am XXXX, we can afford to fight these people that are in the business to screw the consumers. Also I would like to tell you that for the beginning of this process we have a serious offer of {$190000.00} which has not been accepted nor rejected, plus they have been many interested buyers.
Company Response:
State: NC
Zip: 28227
Submitted Via: Web
Date Sent: 2015-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage servicer has been changed from XXXX to Nationstar Mortgage. I received my XX/XX/XXXX statement yesterday, XXXX XXXX, 2015. I called to make sure they got my payment, and they said they did. I asked when they would be mailing me my next statement and was told on XXXX XXXX. I told them I believe I 'm supposed to get the statement prior to XX/XX/XXXX and I asked to have legal council call me. I was put on hold and I eventually hung up. I do n't believe they know what the laws are and I want to receive my statement on time.
Company Response:
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2015-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: On XXXX/XXXX/2015 I received a " Final Request '' letter from Nationstar Mortgage. The later states " We have received your inquiry for the Making Home Affordable Modification Program. Please find enclosed the following documents that must be completed in full and returned to Nationstar Mortgage in order for us to begin the evaluation process. Please Note that during the evaluation period your home will not be referred to foreclosure ... ... .. '' The letter said that Nationstar needed to receive the documents by XXXX/XXXX/2015. I completed the documents and emailed them to the email address that Nationstar provided in the letter and also emailed them to XXXX XXXX, who is my Dedicated Loan Specialist on XXXX/XXXX/2015. I know that the documents received because because on XXXX/XXXX/2015 I got an email from XXXX that stated " YOU SENT THE WRONG LOAN # ... THIS IS YOUR LOAN # XXXX. I HAVE SENT DOCS TO BE UPLOADED SO THEY CAN BE REVIEWED BY OUR PROCESSING TEAM. FOLLOW UP IN XXXX DAYS. '' In error I put XXXX on the paperwork. I was also contacted on XXXX/XXXX/2015 by Nationstar regarding more documents that they needed, which I sent. On XXXX/XXXX/2015 I received an email from XXXX that stated '' Dear XXXX, Nationstar needs to receive additional documents to continue reviewing your account for a modification. Your modification request is currently on hold and faces the possibility of rejection until Nationstar receives the additional required documents. Please return these documents as soon as possible. Please email your missing documents to your Dedicated Loan Specialist, XXXX XXXX at XXXX, or call XXXX if you have any questions. I sent all requested documents to XXXX on XXXX/XXXX/2015. Currently I am not aware of any further documentation they need. However, today I received a letter dated XXXX/XXXX/2015 stating " Your Mortgage has been referred for foreclosure. " Why Has my Mortgage been referred to foreclosure when the letter on XXXX/XXXX/2015 said that if I sent the documents by XXXX/XXXX/2015, which I did, the Mortgage would not be referred to foreclosure? I have not received anything stating the modification has been denied nor have I been notified that they need more information.
Company Response:
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2015-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XXXX previous case numberSince my last written complaint, Nationstar approved a HAMP but not what was originally agreed to ( Did not take off my ex husband or give me the interest rate offered by Aurora Bank ). My payment went up with this version of the HAMP but I was told my ex husband who is on the loan would be removed with this new HAMP. So, in order to get my ex husband off the loan I agreed and signed the HAMP. When I received the HAMP paperwork, I was shocked and dismayed my ex husband was still on the paperwork and I got a higher interest rate. Upon calling my rep, he explained that he would attach my divorce decree and quit claim deed where the property was quit claimed to me solely by my ex husband that this would remove his name from the loan. So, I signed and returned the paperwork regardless of the higher rate to attain this end. I attaching the email from the Nationstar rep stating that his name would be removed. I signed the paperwork with my ex husbands name on it without his signature. Nationstar signed and recorded this document ( see attached ). My ex husband served me with a lawsuit for not making payments, ruined his credit, and for not taking him off the loan. When I called Nationstar about this the said they will not remove his name off the loan, even with the paperwork I signed, the proof I sent, and the written email from their company. Now I come to find out that they fraudulently manipulated my credit report to show late payments that never occured putting my payments in a suspense account. All of my payments have been on time and I have copies of the cancelled checks to prove it so. They admitted their manipulation of the credit report however it also affected my ex husbands credit report. Their fraudulent actions not only affected me but my ex husband as well, from which I understand this is a federal offense. I am now in the XXXX year of this process. I accepted Auroras offer at 2 % and taking my ex husbands name off the loan, upon the sale of this loan to Nationstar they claim they lost the paperwork ( funny how they said they lost it but yet they accepted modified payments they said they lost XXXX. So I had to start the process all over again. I have now had to hire XXXX attorneys to try and straighten out this mess. One to defend my husbands lawsuit and the other to make Nationstar do what the said in writing. We are still going back and forth with Nationstar to do what they said. XXXX If you would like to verify that last sentence you may contact my ex father in law which I can supply his name and number if requested.
Company Response:
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid off my mortgage on XXXX XXXX, 2015. I called on Nationstar on XX/XX/XXXX to confirm that the pay off was received and credited to my account and the automated system reported that I still had have a balance and a payment due. Nationstar 's phone system does not provide a menu option to speak to a representative. With great difficulty, I was able to reach an agent named XXXX by " lying '' to the system and telling it that I wanted to make a payment by phone. XXXX confirmed receipt of the pay off funds and adivsed that an escrow refund of {$1300.00} would be mailed to me within 18 days of pay off. On XX/XX/XXXX, I called back and spoke with XXXX. I notified XXXX that their automated system continues to say that I have a balance and a payment due. She again confirmed that the pay off was received and credited to my account. She could not provide an explanation for the system still showing a balance but advised that it would be corrected. She also advised that XXXX had given me correct information as escrow refunds are retirned within 30 days of pay off. On XX/XX/XXXX, I called back to investigate why I still have not received my escrow refund. The automated system continues to say that I have a balance and that I am overdue for the payment due on XX/XX/XXXX. This time I spoke with agent XXXX who again could provide no explanation. I expressed my concern that this account may report late to the credit bureaus. He responded with " Well, if that happens, just give us a call back. '' This is unacceptable! He also advised that my escrow refund has not yet been processed. I explained that my understanding is that the law requires that escrow refunds be mailed no later than 30 days after pay off. XXXX said that I would need to speak with someone in the escrow department and that he would transfer me. After over 20 minutes on hold, a representative named XXXX picked up but was apparently having phone problems and could not hear me. I called back and searched through the menus for the escrow department. After another 30 minutes on hold, I hung up in frustation. Altogether I have spent approximately 2 hours on the phone and on hold with no resolution for this problem in sight.
Company Response:
State: NC
Zip: 27607
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On many occasions Nationstar Mortgage has been unprofessional and disrespectful towards me. I was XXXX military and XXXX ( XX/XX/XXXX ) when they bought my loan from XXXX XXXX XXXX. I had never had any issues, was never late, my monthly payment never changed. When Nationstar took over they had been cashing my monthly payments and applying the funds to another person account that only had the same last name! On my credit report, due to their incompetence, I had negative hits for 6 months showing I was delinquent. I came home from XXXX to find my mail box full of foreclosure threats. To this day ( XX/XX/XXXX ) I still have the negative remarks because they have refused to remove them saying I should have been following up on my account even though I was in a XXXX! Once being home and making my payments to them my amount started changing and they would n't apply the money I was sending because it was short. My monthly payment increased by almost XXXX and no one could tell me why. They would never contact me telling me my funds were short and I would n't find out until the next month 's statement. I received negative hits on my credit again and again they refused to remove them. I just sold the house and the title company sent them the amount they said we owed plus 3 days of additional interest funds just to be safe. Days later Nationstar called XXXX XXXX XXXX left a voice mail stating that the funds were short XXXX. When myself and XXXX from XXXX called them they said the payoff that was sent was more than enough to cover the payoff in their system and they were unsure of the XXXX. I refused to pay the amount until I was notified of a breakdown describing what the extra charges are for. Nationstar has refused to tell me what the extra charges are. They refuse to let us talk to a supervisor. They refuse to put in writing that I wo n't be charged the extra daily interest fees that are accumulating while they 'straighten out this matter '. It is now 10 days past our closing date. Nationstar refused to apply the fund towards my account until they figure out the extra bogus amount and have now returned the payoff funds to XXXX XXXX XXXX. The following email is attached from the President of XXXX XXXX XXXX validating my complaint, an email from XXXX XXXX at XXXX XXXX XXXX showing the amounts and Nationstar 's additional fees being requested, and the payoff sent by Nationstar. All backing my complaints with them.
Company Response:
State: FL
Zip: 33028
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-06
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I forgot that I had autopay set up and accidently made an extra payment and Nationstar Mortgage would not issue a refund without a bank statement or having a XXXX bank customer service representative on the other line. XXXX even stated this was unusual and they should have just issued the refund. This causes me to be short on money for groceries, and utility bills for a longer than necessary amount of time as well as causing XXXX
Company Response:
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No