Date Received: 2015-06-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Hello, It has come to my attention that Nationstar sent an unsolicited payment of {$1800.00} to XXXX County Treasurer for property taxes. As clearly shown in the attached escrow statement prepared by Nationstar in XXXX 2015, only hazard insurance is being collected in escrow. Furthermore, attached are the property tax bills that were addressed directly to me, and not Nationstar. This error has caused duplicate payments to the XXXX County as I made a payment to them directly since it is not part of the Nationstar escrow.
Company Response:
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2015-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-28
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: My Mortgage Loan was taken over by Nationstar Mortgage XX/XX/XXXX and I received a welcome letter from them. They have been accepting my payments since then. I am in process of changing my property from personal property to real property and need the Lein Holder to sign form XXXX Affidavit for removal of manufactured home from vehicle registration files. I spoke with customer service XX/XX/XXXX to get fax number and was told once faxed would take about 48 hours. I faxed form that I had notarized to Nationstar on XX/XX/XXXX. Called XX/XX/XXXX to see if was received and was advised to call back next day. I have called several times since then, asked for Supervisor which I worked with XXXX XXXX who talked with Research Department only to tell me they ca n't sign from due to XXXX has n't signed a released on my Mortgage yet. They then got XXXX on phone who stated files were turned over to Nationstar. I 've asked several times why Nationstar is taking my payments if they are not the lein holders and why I was sent a welcome letter, but keep getting told they will call back when they get an answer from upper management. It 's not XX/XX/XXXX and neither Nationstar nor XXXX has returned my call. When I call in and ask for the supervisor 's that I spoke with in pass. XXXX and another named XXXX I keep getting told they are on a call and XXXX will call me when she finishes call ... still no call back. Nationstar is located in XXXX, I live in XXXX ... I pay my payments on time every month. Please help me resolve this.
Company Response:
State: NC
Zip: 28677
Submitted Via: Web
Date Sent: 2015-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-28
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Champion Mortgage Keep sending me Fraudulent Claim, what is not, on my Mortgage Note. Champion Mortgage Chooses to apply a Advance Payment to the Mortgage Note in which I never requested no is it allowed under the term of the Mortgage Note. They send me a DEFAULT DUE to non-payment of TAXES and INSURANCE in which I always Paid from since I obtain the LOAN Champion Mortgage has the Home Owner Insurance Policy the carrier and the Agency.
Company Response:
State: FL
Zip: 33168
Submitted Via: Web
Date Sent: 2015-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was sold to Nationstar - they never rec'd the XXXX payment at the time of the switch- they didn't tell us until several months had passed and they started applying payments to the prior months and demanding we pay XXXX the amount due to catch up - meanwhile tacking on late fees every month. (I finally did to shut them up) They also have billed us XXXX for an alleged drive by to see if the house was occupied (despite getting mail from us at this location and not having any of their mailed statements returned by the Post Office. Most recently, they started sending me electronic statements (WHICH I NEVER REQUESTED) - at first, I thought the statements were just lost- after a couple of months, I realized it wasn't me but rather Nationstar was up to their old tricks. I sent in payments when I thought they were due... I never was able to confirm status. XXXX payment was missed- again - they started applying payments retro-active and never communicated with me until I CALLED and Nationstar had applied late fees again. XXXX times- they report me as deliquent to the credit bureaus and accept no responsibility. I've sent an email advising do not call b/c now they have started calling- XXXX day, XXXX times- XXXX of which were 15 minutes apart. This wakes my husband who works night shift. They have called XXXX yesterday and XXXX today despite having sent the do not call notice. XXXX day - I spent over an hour on the phone with customer service with no resolution - the only way to get resolution is to make nasty posts on XXXX which prompts them to follow-up and respond or else they know you'll keep posting. The internet (including XXXX is FULL of negative comments about this company. I am honest in my banking - if you look at the prior 20plus years of home ownership, I never had a problem but now with Nationstar, I have nothing but trouble.
Company Response:
State: OH
Zip: 45150
Submitted Via: Web
Date Sent: 2015-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage is now playing the same game for which XXXX XXXX XXXX was sued and had to pay a fine. They are arbitrarily making rules regarding flood insurance coverage compared to home insurance coverage that enables them to forcibly obtain additional flood coverage and take the amount out of one 's escrow account. I was notified by Nationstar that the difference between my homeowner 's policy and my flood policy was too great a difference ( their determination, not Fema 's ). The XXXX letter ( dated XXXX/XXXX/15 ) stated that my coverage needed to be at least as much as the unpaid principal balance of my loan, 100 % of replacement cost of the property as determined by my homeowner 's provided, or the maximum available from the National Flood Insurance Program. I called Nationstar on XXXX/XXXX/15 and was told the letter was in error regarding unpaid balance on mortgage. A XXXX letter was received, removing the unpaid balance of the mortgage as a choice of limits to go by. This letter I took to my homeowner 's insurance agent and explained my problem. XXXX XXXX then did a review and lowered my replacement value to less than my flood insurance and should have faxed said information to Nationstar. So today, XXXX/XXXX/15, I receive a letter from Nationstar stating they took out a GAP FLOOD INSURANCE POLICY effective XXXX/XXXX/15 through XXXX/XXXX/15 and charged {$6.00} to my escrow moneys. Nationstar unilaterally decided in XX/XX/XXXX that I did not have sufficient flood insurance coverage, did not inform me until sending a letter dated XXXX/XXXX/15 ( which is about the time my new flood insurance and homeowner 's renewed by yearly payment from escrow ). After I took care of their issues by lowering my homeowner 's policy, they inform me they bought a XXXX month gap policy for a period I was never informed of or given time to correct. Basically, Nationstar has no interest in my property beyond what is owed them. My policies more than cover the outstanding balance. A XXXX call by me to Nationstar on XXXX/XXXX/15 confirmed that this is not a XXXX policy but simply a Nationstar policy. To me it is simply a way for Nationstar and other mortgage companies to try and sell policies and make money at the homeowner 's expense. Having already suffered through this with XXXX XXXX XXXX, I find it appalling to have to go through this again.
Company Response:
State: GA
Zip: 31525
Submitted Via: Web
Date Sent: 2015-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had a mortgage with XXXX. It was sold or transferred over to Nationstar. I have become past due almost three months which I hope to be able to catch up in the next 60 days because I quit my part time job to be able to cash out my XXXX so that I do n't get much further behind. I am behind on everything. Nationstar has been calling me everyday sometimes twice a day but I have not returned their calls. I received an email from them on Wednesday about a possible home loan modification assistance program. I called them finally to let them know what my situation was. I was advised to fill out the packet and return it ASAP so that I can get some type of assistance as I transition. Currently, I am looking for XXXX new jobs with the hopes of being able to earn more money so that I do n't have to file bankruptcy. I faxed and emailed the documents. The representative I spoke with on Wednesday said to call back every 4 days to make sure they have all they needed. I called XXXX times today to check to make sure they have the forms. I could n't get not XXXX person to answer the phone after making XXXX calls. I called the following numbers : XXXX ( 6 times ) and XXXX ( XXXX time ). Both numbers were listed in the email I received on Wednesday. Half the times the phone rang and stopped, then it never even rang, then it did ring a XXXX times and no one picked up, then finally I got the automated message that this was their " busy '' season and to go on their website. How are these people supposed to help me save my home if I cant even reach them? I think this is all a rouse. A ploy to make it look like they are helping poor consumers such as myself so that they can take my house from under me making it appear as if I did n't submit forms or try to help myself. I do NOT want to lose my home! I am doing everything I can humanly possible to get assistance but I cant even reach these people so what am I supposed to do? I am frustrated and afraid and scared and just want help. XXXX would not offer me any assistance when I contacted them on numerous occasions about trying to lower my mortgage payment. And now I have to deal with a company that I cant even get to come to the phone?! Please help.
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We are trying to short sale our home. We have an offer and have submitted it to Nationstar. Nationstar has decided that they are going to disregard the offer along conventional means and list our home on an online auction ( XXXX ). We have fought this, but seemingly lost until our agent, XXXX XXXX, informed us on XXXX that the online auction had been cancelled and we were moving forward, as usual. Nationstar countered the offer and the Sellers countered back. TODAY, XXXX XXXX stated to us that the online auction is BACK and moving foreward due to an ERROR made on the part of Nationstar. This is unacceptable. Nationstar must be held accountable for their mistakes. We are losing our home, I ( XXXX XXXX ) have XXXX ; I have to dictate this letter to my husband as I can not write it myself. My husband has XXXX. I had a XXXX and have gone through XXXX. We are not well people and Nationstar is driving us to the brink of insanity. We CAN NOT take their blatant disregard of the fact that on the other end of this short sale transaction are human beings trying to survive the best that they can. Here is the email forwarded to us today from Nationstar : Property : XXXX XXXX XXXX XXXX XXXX CA, XXXXSubject : RE : ***Counter Offer - Documents Needed ***Body : It appears the file was inadvertently assigned to me during the homesearch process, I reviewed the offer on file because the account was assigned to me. The loan was sent back to homesearch to finish the auction process. If there are no higher bids, the short sale will be assigned to a retail negotiator to submit the offer on file. Created By/Date : XXXX, XXXX - XXXX/XXXX/2015 XXXXXXXXNotification From : XXXXXXXXThree days prior to this email, we were forwarded this message : Property : XXXX XXXX XXXX XXXX XXXX CA, XXXXSubject : RE : XXXX - XXXX - XXXX RequirementsBody : XXXX, the short sale has been assigned to me to review/negotiate the offer submitted by you ; therefore, I believe the auction process has stopped. I will be reviewing the offer following this message. Thank you, XXXXCreated By/Date : XXXX, XXXX - XXXX/XXXX/2015 XXXXXXXXNotification From : XXXXXXXXThis is unacceptable. Both we and our agent can not even fathom how the online auction process is even legal. I am attaching to this complaint the requirements mandated by the XXXX XXXX XXXX, as Nationstar has stated that our agent must list our home back on the XXXX and direct buyers to XXXX for the online acution, or else the short sale file will be declined. To date, no one at Nationstar or XXXX has responded. The XXXX requirements were sent to both parties on XXXX. There has been XXXX response or even acknowledgment of the XXXX XXXX rules to list auctions on the XXXX. We can not see how Nationstar or XXXX are in compliance with any XXXX or the California Department XXXX XXXX XXXX. We were under the impression that a residential purchase contract was a binding XXXX. Nationstar 's ineptness to do their duties should not mandate our lives in such a negative manner. This was their mistake. They need to adhere to what they told us and see this short sale through with the offer submitted.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Every month since Nationstar was assigned our mortgage we have been harrassed by phone calls stating that we are 2 months in-arrears. When we assigned I made a call to nationstar stating that my husband is on XXXX and gets paid the XX/XX/XXXX, They told me that it was n't a problem because we have 10 day from the due date to pay. We are on automatic payment so it is sent the XXXX of every month, which is in the 10 day window. Since this has been going on for XXXX years and we repeatedly explain this to them monthly. We receive XXXX to XXXX calls a day from the XXXX of the month to the XXXX. We have proven to them that we are not in arrears with copies of our payments. Now we have not been late in the 20 years of paying our mortgage, and only having 18 months left. We like to know our rights and how to stop the madness.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I tried to contact my bank about the new loans that help with payment shock. Nation Star has failed to answer my question. What I do get is loan officer 's that say they are n't sure about that program but they will refinance me. In fact, Payment Shock Refinancing was listed Under Frank Dodd as an option that banks could use for refinances under the new ATR rule. I have emailed and called several times, starting with the XXXX email on XX/XX/XXXX, then continued to email them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. This does n't include the phone calls I have made with the promise to look into the question and get back with me. The wrote me back and said that payment shock was an industry term and they did n't know what I was talking about. When I cut and pasted exactly what was in the guidelines they said it would take 30 days to get back with an answer for me. I wrote them well after 30days and they said they were sorry and that they were having a loan officer call me. They still did n't answer my question on if they do this type of loan. I had spoke with several loan officers and they did n't know what I was talking about. I have never received an email or a letter in regard to my question but I have gotten calls to just do a straight refinance, which does n't help me. I need the payment shock refinance as my income last year was lower and I do n't qualify. Plus, I read that under this rule the banks have the option of giving me the same rate and terms as an A+ borrower. Nation Star Mortgage is my bank and they have given me no help or guidance and my loan is getting ready to reset and I am afraid what the rate will jump to.
Company Response:
State: MI
Zip: 48188
Submitted Via: Web
Date Sent: 2015-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Over and over, Nationstar Mortgage fails to send me a monthly bill for my mortgage. I repeatedly asked them by phone to send me a bill, and sometimes I will get a bill, but usually no bill will come. I think they intentionally want me to forget to make my monthly payment so they can collect the late fee. Considering the how many times I have called them to ask for a bill and they have assured me one would be sent immediately but it never comes, it must be intentional. I realize that it is my obligation to keep up with when a payment is due and I generally do, but it is also their obligation to bill me which they have repeatedly and flagrantly refused to do.
Company Response:
State: TN
Zip: 379XX
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No