Date Received: 2015-06-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My monthly mortgage went from {$480.00} to {$870.00} over the past two years. I have a fixed interest rate loan and the mortgage company listed the extra money due as Escrow for insurance and taxes. My property taxes are less than {$400.00} a year. I have called the lender numerous times only to get transferred to the " correct '' department that places me on hold for over an hour, then disconnects. This happened over the course of two days and more than XXXX phone calls.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We have attempted to resolve this matter with the bank several times over the last 4 years. We have dealt mostly with XXXX XXXX at XXXX XXXX XXXX. The bank refused to take payments from us and also refused multiple times to give us a modification. The loan has since been transferred to Nation Star. XXXX XXXX XXXX, our previous servicer, we sued on the basis of attempting wrongful foreclosure the issue is now ongoing for 4.5 years with a foreclosure date of XXXX XXXX, 2015. This has caused extreme emotional distress on the entire family.. I have made repeated attempts to deal with Nation Star in an attempt to speak to someone in authority in order to work out a settlement agreement and I was never allowed to speak with anyone. I was at XXXX time on the phone with them for more than 2.5 hours trying to resolve something and was just passed from person to person all of whom told me the same thing. " that there was nothing they can do. '' There is still no resolution. The home is currently listed and there is a short sale offer pending.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am the trustee of my parents estate, my parents had a reverse mortgage with Champion Mortgage. They had a credit line mortgage with no monthly payouts and still maintain XXXX dollars in equity in the home. I contacted Champion Mortgage, in XXXX of 2015, informing them of my mothers death and was told I needed to send a letter of intent and a copy of the death certificate. I sent XXXX by fax, my letter of intent stated I wished to refinance the loan. I hired an attorney who started the legal process of having me put on title. I also faxed a copy of the trust which I had to do several times as Champion stated that not all pages were received. I know this to be false as I had XXXX person there count the pages to me. My attorney had a court date in XXXX of 2015 of which I informed Champion and my attorney sent legal papers to to them. The court date was put off till XXXX XXXX 2015 of which we also informed Champion. I and my attorney received letters of default as of XXXX XXXX 2015. I contacted Champion and was told that the reason I had gone into default was that my trust was incomplete and was misssing page XXXX. I contacted my attorney and she also contacted Champion, and also was informed that page XXXX was missing.My attorney faxed a copy of the trust to their document department, and was told to have me check back in a couple of days. I checked back and they stated that they had not received the trust and the reason for default was that I had not secured funding for the refinance. I told Champion that I had contacted several mortgage companies, and was told that since I was not on title they could not help and to call back. I contacted a mortgage broker and explained my situation and my wife and I met with her. My mortgage broker explained to us that with a foreclosure listed on the property we will be unable to secure financing. I believe that Champion is trying to take advantage of this situation, I have kept them informed of the process and have been working the goal of refinancing the home. Champion new of my court date in XXXX and still filed the foreclosure knowing I would be unable to refinance. I have stated that Champion is still charging a monthly mortgage on the home and also list many fees which I do not understand what they are for. They have fees for inspections and mortgage insurance that I do not believe should be added on. My mortgage broker had me request a payoff, original copy of the note, and list of all disbursements. I contacted Champion and was told to submit in writing via fax, we have not yet received the information.. I have received tons of mail from their attorneys in Texas with the huge postal charge which I assume with added on to the mortgage. I have kept Champion Mortgage informed of the process and have followed their instructions all along the way. I can only assume the roadblocks they put up are so they can foreclose on the house.
Company Response:
State: CA
Zip: 90660
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-16
Issue: Settlement process and costs
Subissue:
Consumer Complaint: We are existing Nationstar customers for a couple of years since XXXX XXXX XXXX sold our mortgage to them. At the beginning of XXXX of 2015, we applied for another loan with Nationstar ; we had other options, but decided to go with them since we are already their customers. We spoke with XXXX XXXX # XXXX ( XXXX ) and were immediately told we were approved and asked us to send a lot of documents, documents we sent to them immediately. Once they received the documents he told us it will take about 30 days to close on the loan. We then received an email from XXXX XXXX introducing herself as the loan processor. We waited 30 days and nothing happened, we called XXXX to let him know our contract on the house we were looking to buy was about to expire and that we needed to close the loan no later than XXXX XXXX, 2015. We waited until XXXX XXXX and our loan was still in processing, we called him several times with no response. I called from a different number and he answered the phone, he told me he had been trying to call us but that the calls did not go through because they were long distance ; I still ca n't believe a bank as big as Nationstar is does not allow their employees to call long distance in order to reach their customers ( we live in the same state, TX ) XXXX told me to contact XXXX to ask about the status of the loan, I called her, sent her emails and a month later I am still waiting for her to call me back. We called XXXX again several times ( we have all the call records and emails we sent them ) and he did not call us back. I then decided to call his Manager, XXXX XXXX at XXXX to ask about the status of the loan because the realtor could not wait any longer to sell the house. I called XXXX several times as well, and left her messages to call me back, well guess what? A month later, I am still waiting for her to return my phone calls. I called their " customer service '' department at XXXX and was told to contact XXXX, we explained to them we had been trying to contact him, but he was not returning our calls/emails. We were told, they could not provide any information to us and to call XXXX. We asked to speak with a supervisor and again we were told to contact XXXX, they said a supervisor was not able to assist us because he was not processing the loan. We do not know what to do, they asked for all of our information and we sent them sensitive information, I am starting to think they are not even a legit company.
Company Response:
State: TX
Zip: 75662
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is a enunciated version of the letter I wrote to Nationstar a few weeks ago. they have already blown me offBack in XX/XX/XXXX I was contacted by a Nationstar representative who was trying to sell me on the idea of a re-finance of a loan I already had with Nationstar. I was very hesitant but was willing to listen to the rundown of the numbers. I do remember having several phone calls and asking many questions with the representative to make sure I was doing the right thing. Ultimately my main concern was that I was now going to have to pay a mortgage insurance of about a 100 dollars a month. The representative I was speaking with assured me it was easy to have the mortgage insurance removed down the road. I did ask more then once and he said it was a simple phone call to customer service and the mortgage insurance could be removed once a certain loan to value threshold was passed. I ultimately agreed to do the re-finance. Sometime towards XX/XX/XXXX I did call customer service in an attempt to have the mortgage insurance removed. The representative I spoke with at the time indicated I was NOT paying the mortgage insurance. I was happy to hear this and I did ask why it was already removed. The representative really did not know why but assured me I was not paying a mortgage insurance. On XXXX XXXX, XXXX, I was receiving phone calls from Nationstar that I owed more money on my loan payment. I called customer service and they indicated that my new monthly payment had gone up some XXXX dollars. Of course I was never notified of the increase, the representative said there was an increase in my escrow and it had something to do with the mortgage insurance. I told the representative that I had called several months ago and I was told that I was not paying a mortgage insurance. The representative had no explanation why I was now paying it. I then said that I wanted to have the insurance removed. The representative told me I had to be under XXXX precinct of the loan to value. She checked some numbers and she did indicate that I was at XXXX precent and could have the insurance removed. I told her I definitely wanted to start that process. The representative indicated she would start the process to cancel the insurance and I would hear something from Nationstar with the next week to ten days. On XXXX XXXX I had not heard from Nationstar so I again called customer service. Of course there was no record of my request to have the insurance removed. After about 2 hours of phone calls and numerous transfers between customer service, escrow, and insurance, I learned the following ; Nationstar had been paying my mortgage insurance since the re-finance and the reason for the big increase in the monthly payment was because I now had to reimburse Nationstar for the past insurance payments. The second thing I learned was that the request for the insurance removal had to be made in writing. I asked the representative why I was n't told this on my phone call back on XXXX XXXX and of course the he had no answer and a form would be mailed out to me. On XXXX XXXX, I did receive the form to request to have the insurance removed. The letter said that I may have to pay up to XXXX dollars for an appraisal and to have the insurance removed I must be at XXXX precent of loan to value. I was never NEVER at anytime since XX/XX/XXXX told about an appraisal, and the loan to value was now an XXXX precent threshold instead of the XXXX precent that I was told on XXXX XXXX. I called customer service back and I think I eventually ended up with a supervisor at the escrow department. The supervisor did say they do n't always do an appraisal and they would definitely call me before they did one. The supervisor also said the loan to value historically has to be under XXXX precent to have the insurance removed but that it was not a definite threshold.
Company Response:
State: CA
Zip: 92504
Submitted Via: Web
Date Sent: 2015-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX did a loan modification without all the paperwork and denied myself the XXXX for my service in the military. I am adding information to cfpb case #XXXX. signature on power of attorney is not mine that they have on file. Then XXXX acquired the loan from XXXX instead of fixing the issue the let never investigated it or fixed it then we provided the with a XXXX dollar check nothing was applied to loan the just returned $XXXX stating that is was part of a lawsuit if so then were did the XXXX go for the loan my mother paid. Then the loan was sold to Nationstar mortgage how can they own the loan with out the proper signed documents. My mother already provided the assignment that XXXX provided to us and nationstar mortgage that gave XXXX and XXXX the rights to the loan if that was the case was it never signed, notarized, and filed at the court house to this date that document is not filed there. As well as who signed my initials on the power of attorney that XXXX provided for the loan mod that was done in XX/XX/XXXX why the loan done in XXXX TX, why did XXXX, XXXX trying to hide this information from nationstar mortgage and us. Why is it that XXXX gave us a case number for the investigation that they were going to do when none was done. How can XXXX people that were deceased sign quick claim deeds for a loan mod. And how can they adjust the loan payment to reflect the loan mod if no paperwork was officially signed by all parties. And now why is nationstar wanting a loan mod done on this loan and us to provide info on the loan with XX/XX/XXXX-XX/XX/XXXX tax statements when they didn't take over the servicing right till XX/XX/XXXX.
Company Response:
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2015-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My son filed for bankruptcy in XX/XX/XXXX. He has the same name as my husband, althought, he is a XXXX, my husband a XXXX. Somehow, Nationstar Mortgage attached my son 's bankruptcy to our mortgage. It took us 4 months to get it off our mortgage. We just applied for a modification thru Nationstar and it was approved in XX/XX/XXXX. Our son finalized his bankruptcy paperwork in XX/XX/XXXX and once again Nationstar attached the bankruptcy to our mortgage. At this point, Nationstar has our paperwork and mortgage so screwed up since it has a bankruptcy code on it and also is supposed to be in modification mode. They put me on hold from anywhere from XXXX minutes and either do n't get back on the phone or tell me they have to email someone about the situation and check back later. They have notes on the account from when this originally happened but I assume no one ever thought to read them. Also, my son is in no way, shape or form associated with our mortgage or any other of our financial situations. Did it occur to them to check the Social Security # 's. I want the bankruptcy code taken off our mortgage and I want all the paperwork affiliated with our mortgage straightened out. This is ridiculous and very incompetent on their part and also unacceptable. I can not believe this has happened a XXXX time.
Company Response:
State: PA
Zip: 19083
Submitted Via: Web
Date Sent: 2015-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-15
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: I am short selling my house and we have a good offer but nationstar mortgage has an international investor who wants to out house up for auction to see if they get a higher bidder but never addressed the offer they have through the realtor for the short sale. This particular international investor is doing this with many homes. I have been in the short sale process for about 40 days now.
Company Response:
State: CA
Zip: 91710
Submitted Via: Web
Date Sent: 2015-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-15
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I was wrongly foreclosed on in XXXX, and was included in the National Mortgage Settlement class in XXXX. In accordance with the terms of the National Mortgage Settlement, I received a cash payment, and the foreclosure was removed from my credit history. However, Nationstar referred repeatedly to this foreclosure in refusing to grant me a refinancing in XXXX XXXX. Of course, no record of the foreclosure exists in the databases of the XXXX reporting agencies Nationstar used : XXXX, XXXX XXXX or XXXX. Instead, Nationstar cited some other record, document, " fraud report '' or such proving the foreclosure, although, as recently as last week, they have continued to refuse to show me the document, precisely describe it or tell me where they 'd found it. I have made numerous requests for this documentation, and have also gone to great lengths with several members of the Nationstar sales and customer relations teams to establish my membership in the National Mortgage Settlement class and even to explain the Settlement. Most of my inquiries have been met with silence, or occasionally an email which completely ignores the Settlement and my claims with relation to it. On several occasions, Nationstar representatives pretended not to know what the Settlement was. I was able to refinance successfully with XXXX XXXX in XXXX XXXX, at favorable rates. XXXX, which also uses the XXXX above-named reporting firms, did not find any problems with my history and made no mention of the foreclosure, incidentally. Do I have any recourse? Will financial firms continue to be able to deny me financing on the basis of a foreclosure that should have been removed from my credit history? Or is Nationstar in the wrong?
Company Response:
State: SC
Zip: 29212
Submitted Via: Web
Date Sent: 2015-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I made a repayment contract with Nationstar Mortgage , LLC XX/XX/XXXX, as I lost my job in XX/XX/XXXX and fell behind. I have paid {$150.00} extra ( per our arrangement ) every month since XX/XX/XXXX for a total of {$890.00} but none of my extra money has shown on my payment history. I keep getting threatening phone calls and letters with none of them referring to the repayment plan letter sent to me. I need Nationstar to show & apply these extra funds to the principal of my account as well as fix my credit report they keep reporting to as I am delinquent. I also need them reported to the governing body of mortgage banks as they are disreputable and should be investigated. It took them 14 months to approve my mortgage modification loan and then did it for 40 years!
Company Response:
State: AZ
Zip: 85757
Submitted Via: Web
Date Sent: 2015-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No