Date Received: 2015-06-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX sold my mortgage to Nationstar. XXXX, 2014. From the first billing, I have been charged the wrong payment amount, the wrong interest rate. Can hardly get anyone on the phone. when I do they are very nice, but the problem is never resolved. I have put in numerous " contact me '' complaints on their website. They have charged me fees that I can not get answer as to what it is {$98.00} in XX/XX/XXXX and a late fee of {$25.00}. The late fee is std, but if they had been charging me the right amount I would n't be late. XX/XX/XXXX payment, I directed {$700.00} ... .their statement says they received {$600.00} ( and change ). I 've been in my house for 28 yrs and in less than a yr I feel they are trying to steal it and I 've never seen billing the way they have. Or interest only payments and {$10.00} charge to pay online. If they would just honor the mortgage agreement on the payments and interest. Now I have an attorney calling me and I 've received not one letter in the mail about foreclosure. One part of their site says I owe {$1400.00} and other says $ XXXX. I do not know what to do. I have n't been able to get springleaf to help either and I had a good history with them for 15 yrs.
Company Response:
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2015-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We are attempting to short sale our home. We hired a realtor in XX/XX/XXXX to help us figure out that our home is worth {$500000.00}, which is approx. {$50000.00} less than what we owe. Our realtor contacted Nationstar in XXXX of 2015 notifying of our need to short sale. She was told to get and submit an offer to start the process. We listed the house at {$490000.00} and received an offer for {$490000.00} with 3 % closing costs. Our realtor was told that the offer was accepted but that we would have to participate in an auction style sales event on Homesearch.com in order to have Nationstar agree to the short sale. They stated this was to provide a price verification and a possible increased selling price. We had no knowledge of what this auction was, beyond what our realtor explained which included the fact that Nationstar would be charging a 5 % fee on any buyer through the website sale. Confident that we already had a buyer at a fair price, we signed the paperwork. Finding out it would take several weeks to even start the auction our buyer rescinded their offer. Nationstar was notified and we were told that we could get another offer not subject to the 5 % fee if it was submitted before the start of the auction. We did so and submitted it for {$470000.00} with XXXX closing costs. The buyers offer was accepted and the opening bid was set at the price of that offer. For reasons unknown to us the offer was rescinded by the buyer. At this point we had no offer on the house, but were on the schedule for the auction to begin in a few days. The opening bid was listed at {$270000.00}, on a home worth {$500000.00} according to our realtor, and {$470000.00} according to their companys independent appraisal. At the end of the auction event a " winning '' bid of {$380000.00} was submitted to us for approval. Because it was so low we declined the offer. After consulting with our tax attorney and our realtor, we decided to try again with a new offer in hope that the value of our home was established and an offer for more than their auction was able to bring in would allow us to get an approval for the short sale. Our realtor contacted Nationstar and was again told to submit an offer to start the process, but they would not confirm whether we would have to do another auction. Unfortunately by this time our home had been sitting on the MLS for XXXX months. Our realtor advised potential buyers that she was not sure what the buying process would translate to until we heard from Nationstar as to whether we would indeed have to do this auction style marketing event. A buyer submitted a purchase agreement for {$440000.00}, a price significantly higher than what was procured through the first auction event, but less than what they would have offered as they were n't sure if they would have to pay a 5 % buyers premium to Nationstar/Homesearch.com. After many calls, emails, and inquiries from our realtor to Nationstar we were told we would indeed have to market through Homesearch.com and that the offer submitted for {$440000.00} was declined. Our realtor advised our buyers if they wanted to purchase the house they would have to do so through the auction and pay a 5 % fee. Again, we had to agree to the auction process to be able to sell our house because at this point we realized that Nationstar was not going to allow us to sell our house outside of their website auction. Again the opening bid was set at {$270000.00} even though we had given them an offer of {$440000.00}. The auction was set for XX/XX/XXXX-XX/XX/XXXX. The winning bid came in at {$430000.00} which is subject to their fee of 5 %. The winning bid was placed by the same buyers who submitted an offer to us for {$440000.00}. Nationstar declined an offer of {$440000.00} through our realtor, but have now accepted an offer for {$430000.00} from the same people who will be paying a 5 % fee to them through their auction.
Company Response:
State: CA
Zip: 91350
Submitted Via: Web
Date Sent: 2015-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I completed the 3 month trial period of my HAMP loan modification in XXXX XXXX. As part of the modification agreement, escrow for taxes & insurance would now be part of my mortgage payment ( whereas previously, I was responsible for paying those, each year, in addition to my mortgage payments ). My monthly mortgage loan statements, have a line-item called " Escrow Amount ( for Taxes & Insurance ) ''. Since completing the loan modification, I 've experienced a few discrepancies on the lender 's side and calling them to obtain clarification and/or resolution ( even when they held the original mortgage & during the loan mod. process ) has ALWAYS proved to be a challenge. Their customer service is terrible and every time I call, the information I 'm provided is different or conflicting with my previous call to them. In XXXX XXXX I rcvd a notice from the county tax collector 's office, stating payment of my taxes had not yet been made and provided until the last day in XXXX to have it done. Upon calling the escrow department, I was advised it had been paid and an email would be sent to me with the receipt. I rcvd the email on XXXX XXXX, XXXX but was never able to open or access any proof of payment. I called again on XXXX XXXX and after once again getting the usual run-around, conflicting information ( from the XXXX XXXX call ) asked to be transferred to a supervisor in the escrow dept. whom put in a " Research Request '' for the escrow payments ; no-one was able to clearly advise if taxes had been paid, or if escrow for taxes had even been collected or not ( despite it being noted on my monthly statements ). XXXX XXXX I called again to check on status of the research request and they advised that the request was completed, to have taxes added to escrow. It has n't been added into their system yet, and had to wait for that happen before they can pay taxes ( despite this being part of the loan modification agreement, from XXXX XXXX ). I asked for a supervisor once again but after holding for XXXX mins had to hang-up as I needed to get back to work. I called again in the afternoon and the person I spoke with said the Modification Dept. noted the account today ( XXXX XXXX, XXXX ) to approve payment & was told to call back in a few days. To my amusement, on XXXX XXXX I rcvd a notice from them ( dated XXXX XXXX, XXXX ) stating a recent evaluation of the tax records indicated taxes were not paid & constituted a default under the terms of my mortgage and placed my property in jeopardy. XXXX XXXX I called again and still no payment had been disbursed ... they were pending a pay code to be added in their system, in order to make payment, and to try calling back on the XXXX. I very clearly explained during EVERY call since XXXX, what could potentially happen by not paying the taxes ( putting me at risk of losing my home ). XXXX XXXX, the pay code was still pending to be added in their system and was told not to worry as it was also in their ( loan servicer ) interest to protect my asset ; I would n't be penalized with late fees etc., and that this would be taken care of. I called again on XXXX XXXX to check status and was advised a disbursement was made on XXXX XXXX, XXXX. XXXX XXXX, I rcvd an escrow statement where they indicated my monthly payments would change effective XXXX, since the payment of XXXX taxes were added as a shortage ( at {$300.00} more than had they paid on time in XXXX ) and taxes for next year needed to be included as well. On XXXX XXXX, XXXX I checked the county tax collector 's page to ensure everything had been taken care of, and found a receipt for the tax certificate, that had been sold in an auction.
Company Response:
State: FL
Zip: 33173
Submitted Via: Web
Date Sent: 2015-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-18
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Nationstar has failed to process my client 's loan modification application in a manner consistent with industry standards. They failed process my 3rd party authorization ; Nationstar sent notifications to borrower and did not to communicate with my office about any application deficiency. Emails and faxes were not responded to and phone were rotated through a series of prompts requesting either loan number or social security number in full SEVERAL times until the call was terminated.
Company Response:
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2015-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar Mortgage has ruined my life! After my husband died, I was in a terrible financial situation and tried for almost two years to get my loan modified. I did everything they asked, sent in all the forms, many, many times. Every time I called ( when I would actually get to speak to a live person, which was very seldom, same response. It 's in process, no problem, or we need certain documents ( which I have record of sending time and time again ). Each tie they would tell me not to worry, there was no threat of foreclosure! Well of course I was served foreclosure papers. I had to file Chapter XXXX at the last minute to save my home which is the last thing I wanted to do since I have no other debt!!! Even my attorney has called them and no response!!! I am so close to just giving up, which is probably what they want me to o! They have attached outrageous charges to my balance, totally unbelievable!!!
Company Response:
State: OK
Zip: 74135
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I modified my mortage with XXXX in mid 2014. As part of the modification, they forgave all unpaid escrows, past due interest, protective advances, etc. and I was only to repay the remaining principal balance over the remaining XXXX years from the original mortgage at a modified interest rate. Shortly after close, XXXX sold the loan to Nationstar mortgage. Nationstar mortgage is now demanding repayment of delinquent tax and insurance escrows which were already forgiven as part of the loan modification. I have spent over XXXX hours on the phone with them and they always seem to " drop '' the call when I prove my case. On Monday, they agreed to amortize the escrows over a XXXX period but then subsequently came back reducing the period to XXXX. On top of this, they are charging me a {$290.00} late fee which is only due to us not being able to figure out how much I owe them monthly with the {$300.00} increase in impounds ( which is not owed to them per my loan modification ). This is bullying and they know most home owners do n't have the time or resources to fight this.
Company Response:
State: CA
Zip: 92008
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am writing to file a complaint regarding the new servicer of our reverse mortgage. We were approved for a reverse mortgage on our home XX/XX/XXXX. The servicer was XXXX XXXX. They were an excellent company, honest, following through on everything they said-good to their word and commitments. XX/XX/XXXX, we received a letter from XXXX XXXX saying that as of XX/XX/XXXX the servicing of the mortgage would be taken over by Champion Mortgage. The letter said " transfers are common practice in the industry, does n't alter any of terms or conditions of the loan, and in no way reflects dissatisfaction with you. '' They said any payments that had been directed to XXXX should be sent to Champion as of XX/XX/XXXX, & gave the new address. ( scan doc XXXX ) We 've been repaying a tax advancement amount Generation had paid to our tax assessor on our behalf. We were to pay {$160.00} each month until the balance hits " XXXX ''. We 've been faithful to do so. ( scan doc XXXX, page XXXX ) COMPLAINTS - ISSUES : A - Ignoring Texas due process laws. Refer to Item 1. B - Opened a " Line of Credit '' account with out borrower 's knowledge, adding {$630.00} to Property Charge balance for month of XX/XX/XXXX. Refer to Item 2. C - Appears to be trespass and/or fraudulent billing. Refer to Item 3. D - XXXX County Tax Authority stated to us that we are not delinquent nor in default, as of XX/XX/XXXX. Refer to Item 4. ITEMS:1 ) We 've received XXXX letters from Champion. ( Included in the scanned docs ) XXXX demanded the balance of this tax repayment " immediately ''. They gave the amount due as {$2300.00}. ( Refer to scanned doc XXXX. ) This current month 's payment of {$160.00} was mailed to them on XXXX XXXX bearing that US postmark. 2 ) We finally received a statement a couple of days ago from Champion, XX/XX/XXXX statement, the first we 've had in XXXX weeks since they took over loan servicing. In reviewing the statement, they have a section titled " Line-Of-Credit Information ''. Under this is an item called " Current Line-Of-Credit Loan Balance - {$3800.00} ''. I 've compared it to the XX/XX/XXXX, final statement, from XXXX. The reverse side of the statement mentions Line-Of-Credit Summary ; Current line-of-credit balance : N/A. ( refer to scan doc XXXX page XXXX ) NO line-of-credit existed with XXXX! Champion arbitrarily created one without our request, knowledge, or permission. XXXX XXXX 's final statement of XX/XX/XXXX ( refer to scan doc XXXX, page XXXX and XXXX ) reveals a final transfer amount of {$3500.00}. This does not show, however, the credit of {$160.00} for XX/XX/XXXX payment. XXXX 's XX/XX/XXXX statement ( scan doc XXXX, page XXXX ) does show the credit for XXXX payments of {$160.00}. But, from the XX/XX/XXXX, XXXX XXXX statement ( scan doc XXXX, page XXXX ) showing the transfer total to Champion of {$3500.00} to the XXXX {$3800.00} " line of credit '' loan balance figure, we have a huge difference. We can not understand the disparity of the numbers! {$3500.00} transfer amount from XXXX XXXX XX/XX/XXXX payment made to XXXX, credit shown by Champion XXXX XX/XX/XXXX payment credit from Champion {$3200.00} Correct total " Property Charge Balance '' Champion inflated this correct total number on our XX/XX/XXXX statement ( scan doc XXXX, pages XXXX ) to {$3800.00}, adding to the XX/XX/XXXX statement, {$630.00}!! Generation Mtg stated to us that they were not allowed by law to charge any interest or attorney fees attaching to these tax repayment accounts. 3 ) Notice also on page XXXX of scanned doc XXXX, see a charge of {$15.00} for a " property inspection ''. We 've had no visit/inspection from anyone. No one asked permission to be on our property. Anyone coming onto our property, without our permission is trespassing. Texas trespass laws are pretty clear! ( No room for rest of letter. See final scan for total letter )
Company Response:
State: TX
Zip: 78028
Submitted Via: Web
Date Sent: 2015-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My wife lost her job a few years back which made it very difficult to keep up with our bills. We kept paying our mortgage until our savings ran out and then we could no longer make the payment. We reached out to our lender for help but they would not help us. I now have a very good job and feel I can make the payments so I applied for a modification with Nationstar Mortgage. On XXXX XXXX, 2015 my loan modification was denied. By this time there was a trustee sale set for XXXX XXXX, 2015 and I was very afraid of losing our family home so I hired the XXXX XXXX XXXX to help me. They looked at the decline letter and found several errors in it. They sent in an appeal letter proving that I do qualify for the modification on XXXX XXXX, 2015. The reason for decline was negative NPV and the appeal letter stated that Nationstar did not provide full values used when calculating NPV so we could not fully understand the reason for decline. The appeal was denied on XXXX XXXX, 2015. Nationstar provided some of the NPV values but the list was still not complete. The XXXX XXXX XXXX is going to appeal again but I am so afraid that Nationstar will not do the right thing and modify my loan and I will lose my home. My house is still underwater. I am not asking for any principal reduction. I want to pay what I owe Nationstar. I am only asking for a 1 % drop in my interest rate to 3 % so I can have an affordable payment and will not default again.
Company Response:
State: CA
Zip: 95765
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I 've been trying to refinance my loan with Nationstar Mortgage for about a year. I 've put in a request on their website several times, only not to get a response. Finally, I called the XXXX number for Nationstar Mortgage. I finally spoke with someone that took my mortgage refinance application online. I was n't charged an application fee or no upfront charges. I have a XXXX credit score with excellent income, over $ XXXX a year. The current loan is an adjustable rate loan and I was trying to refinance to a fixed rate loan. At every junction, it seem as though they were n't interested. I 've never been late on the loan in XXXX years, so they have no incentive to refinance, because it 's in their best interest to leave the rate as is. But, after several conversations with XXXX XXXX XXXX XXXX, I began to feel like I was purposely being discriminated against. I have audio recordings of our conversation that suggest such as well.
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2015-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am in a loan modification through my mortgage company. When i started the loan modification, they told me I have to make my payments on time for 12 months and if I fall behind, they can foreclose. The loan modification took effect XXXX XXXX, 2015. Soon after, I started receiving notification that I was behind on my mortgage. I have made my mortgage payment each month like I am supposed to. I have called each month and each month they assure me it will be taken care of. Then approximately two weeks ago I received a phone call and the representative told me I was behind, I tried to explain to him that it is a book keeping error on their part, but he told me I was wrong and that I was 30 days past due. I have researched my payment history on their website and told them what they did is dishonest, but they wo n't fix it. They have no interest in fixing the problem, they want to foreclose. This is what they did : They took one of my mortgage payments and split it. They applied a large sum to the escrow account and put the remaining amount in a " suspense '' account. When I call in and say I want to make my mortgage payment and the representative processes it for me, how can they take my mortgage payment and split it up like that? My bank statement shows I have made all my payments, but they took my mortgage payment and applied it to things I did not approve. And where is the money in the so called " suspense '' account? I wrote to you months ago with another issue and explained then, that this is how Nationstar operates. They want to foreclose on our home and are pulling every trick in the book to accomplish their goal. I have contacted an attorney and he said we could join the class action, but it would n't happen quickly enough to save my home, but I could be compensated later. While I intend to pursue that, it does not prevent foreclosure on the home that my children have grown up in. Their growth charts are etched in the doorways, their names carved into the trees, their little footprints in the concrete, all the memories, everything will be lost. This company is disgusting. They are criminals. They are bullies. What is it going to take to stop them?
Company Response:
State: TX
Zip: 75092
Submitted Via: Web
Date Sent: 2015-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes