Date Received: 2015-06-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In 2014, I received a permanent loan modification on my mortgagewith Nationstar upon satisfying my XXXX consecutive trial modificationpayments. At the end of making those payments, I had funds left in asuspense account which amounted to {$1300.00}. It is myunderstanding that according to the Securities Instrument, thatthese funds were supposed to be applied to interest and principalbalance first. I requested that the suspense funds be applied in thisprescribed manner. However, Nationstar took it upon themselves toapply the suspense account funds to my escrow instead, without myknowledge or consent. At that time I was represent by legal counsel, namely, XXXX XXXX XXXX of Delaware, in XXXX, DE, who drafted and submitted a " Notice of Error '' to Nationstar on mybehalf. To date, there has been no resolution to rectify the misappliedfunds. The Notice of Error clearly demonstrated Nationstar 's blatantdisregard and violation of the protocol set forth by the SecuritiesInstrument as it applies to the allocation of suspense funds. Inaddition, I was promised that my first contractual payment ( postmodification ) would be made from the suspense account. Since mynew payment amount was approximately {$1100.00}, I would have alittle more than {$200.00} left in suspense, which was to applied toward thefollowing month 's payment, for which I would make up the difference. It was further agreed upon that I would be notified of the amount ofthat difference payment. Being that none of this came to fruition, Iwas left in a position to have to pay and subsequently becamedelinquent! My credit has suffered and I have incurred late paymentfees trying to get caught up and remain current. Nationstar has beenvirtually non-responsive and uncooperative to my attorney 's demandsand numerous requests for relief and rectification this situation.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My loan was recently sold from one mortgage servicer that was doing a great job to another mortgage servicer called Nationstar Mortgage that is not doing a great job. I just went through a situation regarding my escrow account that I wanted to share with you. I pay my bill on time every month. I received a tax bill from my local township that needed to be paid from my escrow account by XXXX XXXX. I contacted them to pay the bill XX/XX/XXXX. On the XXXX call I offered to fax them the bill, but they declined stating they will just call them and get the amount. After the bill was n't paid XX/XX/XXXX, I started calling them constantly to plead with them to pay the bill on time to make sure I received the 2 % discount. They would tell me it was paid, but nothing had come out of my escrow. After my XXXX or XXXX call, I was elevating to a supervisor to talk about the issue. Finally they paid late and covered the late fee. This started more problems with my escrow. Because the bill was n't paid on time, there was an analysis that states annual escrow account disclosure form that states I have a surplus of {$320.00}. They sent me a check. I called again and explained that this money was supposed to pay the taxes not be sent to me. That was on XX/XX/XXXX. They ran another ANNUAL escrow account disclosure on XX/XX/XXXX stating I owe {$390.00} due to escrow shortage! What is going on with this company. The icing on the cake is I sent in the {$390.00} with the escrow slip they provided and they applied the full amount to principal. This was an escrow shortage payment sent in with the slip they provided and now I have to call them again to have this money placed correctly into Escrow. I have had several mortgage servicers and this is the worst customer experience ever. I am completely stressed out and was hoping your organization to fix the incompetence at Nationstar Mortgage.
Company Response:
State: PA
Zip: 19460
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 were trying to get a loan modification through Nationstar Mortgage. Every time we sent in the documents they requested they would say they did n't receive them, they were incorrect, or they needed more documentation. It was very hard to get anyone to give you an answer about your status. It was just always ... send more documentation. Just after XXXX in XXXX of 2015 we were out of town so we sent our brother up to check on the house only to find our doorknob ripped off and another lock put on with a lockbox. It took several attempts to get Nationstar to tell us that they had hired a company to go in and secure the home. The only thing is that they did it completely illegally. They had not foreclosed and taken possession legally. Then even more ridiculous is the fact that Nationstar then gave us the code to get in to our home. When we entered the house we quickly found it to be very cold even though the thermostats were set high. While trying to figure out what the issue was with the heat we noticed that every door in the house had been opened, and not only that but cupboards, and even personal dressers and drawers had been gone through. We went to the utility room and found that they had shut down the boiler that heats all XXXX sq ft of our home and this was in XXXX in the XXXX in Ut. After the cops arrived we went through the home together and had found that both of our wedding rings had been stolen along with XXXX that we had collected. There very well could have been other things missing but these were blatantly obvious and very personal! Nationstar quickly said they were not responsible because they had hired the other company. Lawyers have told us that they are totally liable because they are responsible for sending them to our home but the only hope they gave us was to file a civil law suit. We obviously do n't have the money for an expensive law suit as we were already working on trying to save our home. I find it very disturbing that these companies are so disorganized, manipulating and operate outside of their legal rights without any repercussion! We tried to get a modification offer for almost a year and they never offered one. We had told them we would opt for a deed in lieu, or a short sale before we would let the home foreclose but shortly after we pushed the legality of their actions we received a foreclosure notice to sell on the XX/XX/XXXX.We had to hire a lawyer to try to help us get it stopped and they were as deceptive with them as they were with us. In the end we had to borrow almost {$200000.00} in family money to save our home from foreclosure and now we are right back in the same mess we started in. We even contacted the county courthouse that was supposed to be over the sale, and it was only stopped 2 days before the sale, but the courthouse said they did n't know anything about a sale on that day. But they all seemed to know about a foreclosure auction on the XXXX of XXXX. I do n't know what they were up to or what they had cooked up but the whole thing seemed questionable to us. Our lawyer also requested a payoff in writing for reinstatement that we could count on before we paid all of that money but we could n't get them to email, fax or send XXXX in any form. We finally had to pay blindly hoping that the amount they quoted was correct. As soon as the banker wired the money they told our lawyer that they missed the amount by {$1200.00}. We were passed the payoff for the day and it took a XXXX way conference call to get it straight but we spent the night wondering what they would say the next day. Every step of the way with this company was frustrating and unprofessional. They also filed a foreclosure notice back in XXXX so that they could slam the lid whenever they wanted but when we asked about it they constantly told us we were in a modification not a foreclosure.
Company Response:
State: UT
Zip: 843XX
Submitted Via: Web
Date Sent: 2015-07-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-26
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Good Day, My name is XXXX XXXX and I have been faced with mortgage troubles for sometime. ( since XX/XX/XXXX ). I am currently working with Nationstar Mortgage, who has refused to lower my interest rate. They bought the XXXX loan from XXXX XXXX XXXX who gave me a trial period of {$500.00} a month, after having divorced, lost job, etc. I spoke with the bank repeatedly regarding my income and filed for fha several times. In any event circumstances later led me to file bankruptcy, Bankruptcy case XXXX. then the trustee appeared to lead me to believe that my mortgage would be deducted thru payroll and now I am facing foreclosure again. I would like to be able to keep home, I asked for helped. Can this agency assist in helping me with speaking to Nationstar to see if they could lower rate so that I could qualify for the loan. At 8 % XXXX XXXX XXXX said that I could not and gave me the trial period. The hand off to Nationstar from XXXX XXXX XXXX has been terrifying. I just want to keep home. Can there be a win-win. From XXXX to XXXX is a lot. I had been overwhelmed and hit by XXXX driver- so the fearful attacks frightened me into scared me. I have been a part of this and just would like another chance to save home. built by Dad. They asked me to pay on XX/XX/XXXX payment XXXX Nationstar XXXX : Nationstar ID : XXXX XXXX : ID : XXXX. Then try to pay {$14000.00} by XX/XX/XXXX.
Company Response:
State: MD
Zip: 20785
Submitted Via: Web
Date Sent: 2015-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I would like to file a complaint ( the XXXX time ) with Nationstar in regard to the MIP refund. We had received the resolution letter on XX/XX/2015 from our first case # XXXX and Nationstar promised me they would send us the MIP refund once FHA sent the money back to them first ( the refund had to go through the mortgage company first ). I called FHA XXXX to verify and they told me that the refund was submitted to Nationstar on XX/XX/2015. However, when I called Nationstar, they claimed that they still have n't received the refund from FHA yet as of XX/XX/2015. Could you please assist? This issue has been up for XXXX months and I 'm really hoping to get this resolved ASAP. Thank you!
Company Response:
State: CA
Zip: 94080
Submitted Via: Web
Date Sent: 2015-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In reference to complaint number XXXX, we have not received a response from Nationstar. Per their last communication to us, Nationstar was to provide a response by XXXX/XXXX/15. It is now XXXX/XXXX/15 and we have not heard from Nationstar.
Company Response:
State: FL
Zip: 33157
Submitted Via: Web
Date Sent: 2015-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage failed to comply with HAMP XXXX Supplemental Directive XXXX. " Servicer must notify borrower if loan modification is denied. " Nationstar repeatedly and falsely told Plaintiff that his loan modification was either in-process or had been approved. 18. XXXX entered the Streamlined Modification Program Loan Workout Plan ( " SMP '' ) XX/XX/XXXX. 19. Nationstar 's agent, XXXX, told XXXX on XX/XX/XXXX, that his SMP modification had been approved. 20. XXXX made XXXX payment under the SMP. 21. Thereafter, Nationstar called XXXX and informed him that SMP had been cancelled, and XXXX would instead enter a Trial Period Plan under the Home Affordable Modification Program ( " HAMP '' ). 22. XXXX entered HAMP XX/XX/XXXX. 23. HAMP requires that applicants complete a three month trial period by making the payments that would be required under a proposed modified loan terms. If a HAMP participant makes these required trial-period payments, the participant 's loan may be modified to reflect the trial-period 's payment terms. 24. XXXX timely made his XX/XX/XXXX and XX/XX/XXXX payments under HAMP. 25. XXXX pre-paid his XX/XX/XXXX HAMP payment with his XX/XX/XXXX payment. 26. XX/XX/XXXX, XXXX called Nationstar to ensure that it had received his XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX HAMP payments. 27. By timely making his XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments to Nationstar, XXXX successfully completed the HAMP trial period. 28. Assuming that XXXX met other HAMP program requirements, XXXX ' successful completion of the HAMP trial period entitled him to have his loan modified in accordance with the trial-period payment terms. 29. Nationstar confirmed to XXXX that ( a ) it had received his XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX HAMP payments ; and ( b ) it was sending his plan to another Nationstar department to draft new loan documents for XXXX ' new and modified HAMP loan. 30. XXXX ' HAMP loan-modification application was denied on or about XX/XX/XXXX. 31. On or shortly after XXXX ' HAMP application was denied, Nationstar knew that XXXX ' HAMP application had been denied. 32. Nationstar did not notify XXXX that his HAMP application had been denied. 33. Nationstar was required to notify XXXX that his Hamp application had been denied. 34. XXXX did not receive new HAMP loan documents from Nationstar. 36. Nationstar consistently told XXXX that his new, modified, HAMP loan documents were in progress. The communications between XXXX and Nationstar, include, but are not limited to the following communications : a. XXXX called Nationstar on XX/XX/XXXX, and informed it that he had not yet received any new, modified, HAMP loan documents. Nationstar informed XXXX that it was " still working to prepare new loan documents, could take another month. " b. XXXX called Nationstar again on XX/XX/XXXX. He informed Nationstar that he still had not received the new, new, modified HAMP loan documents. Nationstar told XXXX that " everything is ok. '' c. At the time Nationstar made the statements in the immediately preceding paragraphs ( a ) and ( b ) to XXXX , Nationstar knew that these statements were false. 37. On or about four days after the XX/XX/XXXX, telephone conversation in which Nationstar told XXXX that " everything is OK, '' Nationstar set a sale date for the Foreclosure. 38. The XXXX County Public Trustee held a Public Trustee 's sale of the Home on XX/XX/XXXX ( the " Foreclosure Sale '' ). 39. XX/XX/XXXX, was the last date on which Nationstar could schedule the Foreclose Sale without having to file a new action to request a Public Trustee Sale of the Home. 40. At the time of the Foreclosure Sale, XXXX had no notice that Nationstar intended to continue with the Foreclosure.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2015-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Had mortgage with XXXX had the loan modify the loan it was raise and extended to ten year the payment was set at {$720.00} a month made payment on time the contract was turn over to XXXX XXXX XXXX this is where everything change. I complaint my payment went up as much as {$890.00} for three month drop down to {$850.00} inquire about dropping the PMI receive paper on escrow nothing concerning PMI next letter the payment was turn over to Nationstar which sent a notice for my XXXX payment that for {$3000.00} I ca n't pay that sent my regular payment but my next notice was for {$1.00}. Do n't understand XXXX mortgage within eight years When I purchase this house it was with a contact the have change everything concerning my contact.
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2015-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am contacting the CFPB in desperation as I have been trying to obtain a loan modification since XX/XX/XXXX with no success. my loan is an interest only negative amortization adjustable rate mortgage. The home is worth {$280000.00} and with arrears owed from XXXX/XXXX/XXXX at {$220000.00}, I owe a total of {$640000.00}. I had been working with Aurora from XXXX until the loan was transferred to Nationstar in XX/XX/XXXX. I am denied over and over for different reasons. Most recently for insufficient income. Since XX/XX/XXXX, I was using my business bank account for deposits but I had my account frozen XXXX from a debtor I was disputing and was able to get the funds released both times but I have not deposited any money into this account as I getting the money released takes time which I can not go through again. I use XXXX and submitted the invoices with the check cashing receipts to match up and a quarterly profit and loss explaining this with the deposit details to help clarify. I have been trying so diligently for so long to get a modification and resume making payments and have gotten nowhere except now, there is a scheduled foreclosure sale on my home for XXXX/XXXX/XXXX.
Company Response:
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2015-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XX/XX/XXXX and XX/XX/XXXX i fell behind in payments do to lose of employment and tried to workout a way to pay it back and was informed there was nothing available and they started foreclosure. I contacted an attorney and after months the mortgage company informed me that they would not talk to the attorney and my only choice was to accept a modified loan under there terms which was {$600.00} more than what i was paying or foreclose. With no other choice for my family i had to except the new payment. After a while i started having trouble paying the the huge payment i fell behind again. I contacted the mortgage company and asked how much i needed to get the account up to date and was given an amount. I got the money together and contacted the mortgage company to pay and now the amount was more. When i had that amount together and contacted them now the amount changed again, this went on for months until i contacted an attorney to help me lock in an amount to make the account up to date. I set up bill pay from my bank account to pay the mortgage directly every month so ther wouldnt be any issues. After making the next XXXX payments without any issues directly from my bank bill pay i noticed a week after my last payment the mortgage company sent the money back to my bank account. I contacted the mortgage company to find out why they sent the money back after they had it for a week and was informed that im no longer allowed to have my bank send them the money i have to get a certified check from the bank and have it mailed to them. Now my payment is late and there is fees applied to my account. When i asked why they had the money for a week they could not give me an answer and when i asked them why i wasnt informed about not being allowed to pay through my bank they still could n't give me an answer. I feel that the mortgage company is continuing to make it harder and harder to pay so they can foreclose on my house and as long as they continue to affect my credit score I can not refinance with another mortgage company.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2015-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No