Date Received: 2015-06-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was sold from XXXX XXXX XXXX to Nationstar Mortgage. I never received any information from XXXX about the sale until it already had happened. When my wife attempted to contact Nationstar about our payment ( since it was XX/XX/XXXX ) they told us that they did not have our recorded updated so they could not accept a payment. They said we would get notification when everything was in place to make the payement. The notification came on XXXX XXXX and said that we were overdue on our payment and a late charge was assessed. When we contacted Nationstar they stated that the payment was due on the first and we were overdue. My wife explained the situation of what happened and was treated poorly. When she asked to speak to a manager she was informed that they did not have one. She attempted to pay the amout due and was told that she would still have to pay the late charge plus a fee since she was paying over the phone. She said that she would mail the amount but refused to pay the late charges due to the fact that it was an error on their part. Soon after we started receiving notices that Nationstar was starting paperwork to forclose on our house. How can this be legal? We have n't been with them a month and already getting notices of forecloseure. We still never received any other information from the company other than a bill. I would expect to receive information about my loan to verify there is no changes, a list of contacts and numbers to call for any questions, and something about the company that now has this very large loan against me.
Company Response:
State: GA
Zip: 31312
Submitted Via: Web
Date Sent: 2015-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Hello my name is XXXX XXXX XXXX I am writing on behalf of my husband because he XXXX, Because of his situation he can not maintain his home and we are currently trying do a short sale with NationStar that is servicing the loan, NationStar has deny my short sale, they claimed that my agents was n't responding in which it is a false statement my agent have made every effect to sell my home. NationStar claims that the only way I can be able to get approved for a short sale if I participate in an online auction. They auction my property on XXXX XXXX, 2015 in which they claim that someone bided in the mid $ 300K this buyer never responded it was a waste of my time because XXXX does not know if the buyer are qualified to bid. ( I was already in contract with another buyer in which I lost because they lost the bid ). XXXX sent my agent an email saying that they will auction my property again on XXXX XXXX, 2015 and on XXXX XXXX, 2015 I email my agent a letter to send to NationStar that I deny that my property be auctioned on XXXX. In which NationStar never responded to the letter and the property was auction anyway and the short sale was denied. I resubmitted for a new short sale and they are giving me such hard time my agent submitted a offer higher than XXXX XXXX, 2015 auction. And again NationStar has not respond. I just want to get this over with, it been five month. We should n't be force to auction our property, if we already have a qualified buyer and are in contract. My agent submitted an offer on behalf of the buyer, but NationStar never counteroffer and email my agent that I will have to participate in online auction for my short sale to be approved. I think it unfair to have drag this for another couple of month. I hope you can help me in this matter.
Company Response:
State: NY
Zip: 11208
Submitted Via: Web
Date Sent: 2015-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am writing to the CFPB today regarding past appraisal fraud violations against Nationstar Mortgage as the servicer of my XXXX loans. I have been addressing these issues with Nationstar Mortgage for over a year but have been met with their stock response that " the error asserted within your correspondence did not occur '' even though I witnessed it occur and Nationstar Mortgage never investigated my claims ; my valid claims have fallen on deaf ears to date. With that said and in the midst of addressing past appraisal fraud violations, Nationstar Mortgage has now also engaged directly in appraisal fraud when they hired XXXX, a Nationstar Mortgage subsidiary, to appraise my property at a unreliable and high enough level to disqualify me from mortgage assistance. In fact, Nationstar Mortgage has graciously increased the value of my home by more than {$60000.00} in just nine months ( from XX/XX/XXXX to XXXX ) surpassing the national average without even walking up to the front door to see the termite issues that we are presently dealing with that not only would devalue our property, but would also make it impossible to sell until rectified. In fact, I have attached a laundry list of necessary repairs on the property that would have been evident to any qualified appraiser if they had requested access to the home or as stated above, had simply walked around the property, which they did not when appraising the property. Below, I have outlined the complaints against Nationstar by violation and have attached the original complaint submitted to the State of Tennessee Department of Financial Institutions that prompted this correspondence:XX/XX/XXXX APPRAISAL FRAUD DETAILS XXXX XXXX XXXX XXXX colluded with his good friend and appraiser, XXXX XXXX , to ensure that the predatory refinance would go through so that XXXX XXXX and XXXX XXXX would get paid as much as possible while clearly committing mortgage fraud. In fact, I recall XXXX XXXX asking XXXX XXXX, " How much do we need to appraise the house for to make the numbers work? '' during the appraisal process. Despite the county records reflecting the value of my home per the tax assessments at approximately {$550000.00} for the years prior to the refinance, XXXX XXXX appraised the house for {$810000.00} ( almost {$300000.00} over value ) in order to qualify me for the refinance as evidence by the attached originating documentation. XXXX XXXX even falsified my name on the appraisal to further cover up the appraisal fraud by utilizing the alias " XXXX XXXX '' instead of the truthful name " XXXX XXXX XXXX '' as recorded on other documents and evidenced by the attached. XX/XX/XXXX APPRAISAL FRAUD DETAILS As stated above, Nationstar Mortgage appraised my property in XX/XX/XXXX at a value of {$590000.00} without ever entering the property or providing a copy of the appraisal as they allege they sent to me per their correspondence. This month ( XX/XX/XXXX ), I was informed by XXXX ( Agent ID # XXXX ) at Nationstar Mortgage in their bankruptcy department ( I am not in bankruptcy ) that XXXX had appraised my property back in XX/XX/XXXX for the falsified value of {$650000.00} as evidenced by the attached. Nationstar further stated that they sent me a copy of the appraisal but I have yet to receive it even after requesting a copy at the beginning of this month, which throws up additional red flags and possible collusion between Nationstar and XXXX. Since Nationstar Mortgage refused to investigate my claim and even worse, committed appraisal fraud after discounting my appraisal fraud complaints, I feel that I have no other choice but to address these issues directly with the CFPB in order to get the answers that I have sought from Nationstar mortgage for years. I thank you for your time and consideration with this matter!
Company Response:
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2015-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We refinanced our home in XXXX XXXX 2015. We were given a payoff amount of {$270000.00}. This should have included the total amount owed to Nationstar. We surprised when we only received a refund check of XXXX instead of XXXX. These funds were in our escrow account for property taxes. Nationstar informed us that XXXX was deducted for MI XXXX in XXXX. Why they are charging us MI for XXXX is unknown if the loan was paid off in XXXX. Furthermore, they took a long time to credit the payoff to our account causing us to pay extra interest.
Company Response:
State: CA
Zip: 90605
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I secured a First Deed of Trust from XXXX Bank XXXX dated XXXX XXXX XXXX, recorded XXXX/XXXX/XXXX. The subject property is located in XXXX XXXX XXXX, however, the Notary/Attorney executed the Deed of Trust on XXXX/XXXX/XXXX was in XXXX XXXX XXXX, the certificate of acknowledgment states State of XXXX XXXX of XXXX XXXX ( attached ) there is no such county in XXXX. There is only XXXX Assignment of Deed of Trust from XXXX Bank to XXXX Bank recorded on XXXX/XXXX/XXXX, I researched no other assignments have been recorded. Nationstar has been collecting my mortgage payments as the servicer for the last five years, I became suspicious when I received a Notice of Sale of Ownership of my Mortgage to XXXX XXXX in XXXX XXXX XXXXThe letter from Nationstar dated XXXX XXXX XXXX specifically sates this Notice of Sale of Ownership was recorded however, I am unable to locate the recording or Assignment. I subsequently received a notice from Nationstar Mortgage stating that my loan has been transferred to XXXX XXXX XXXX. I would like to see the Servicing Transfer /Release Agreement from XXXX to Nationstar Mortgage XXXX and also the Servicing Transfer Agreement to XXXX XXXX XXXX and more importantly the documents the documents which confirm a Sale and New Ownership to XXXX XXXX XXXX XXXX XXXX XXXX I do not believe the servicing of my loan nor the multiple undocumented transfers are legal.
Company Response:
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The company, Nationstar Mortgage purchased our Mortgage last summer ( XX/XX/XXXX ). In XXXX, our payment dropped down, as the insurance policy had been paid, which had been carred through our formal lender, that sold our note to Nationstar. In XX/XX/XXXX, we began to look for the notice of the new Policy, in XXXX, we asked on the phone. We were told there was no policy in place and our payment was the same. $ XXXX/month. We asked again in XXXX, and in XXXX, with the same result. In XXXX, however, we received a notice that they had, infact, placed a Hazard policy in XXXX, and now want $ XXXX/month. We immediately sought and found our own policy. As well as notify Nationstar of our intent to do so, To my Astonishment, I was told they had paid for this policy with no notice to me at all, until three months after the fact. I still dont know if they will accept of refuse to accept the policy I have acquired. I do know they are not applying our payment to the mortgage note, as it is not the {$720.00}, they want. They have accepted the payment, and cashed the check, but they have placed in a holding account, rather than apply it to our note. I have found the following Link, for your convenience, concerning the consumer protection act in regards to this particular topic. You will find, about half way down the page, in section ( c ) requirements before charging the borrower .... Please help me keep our home. ( Please note : today, XX/XX/XXXX, I have established the online access with Nationstar to obtain documents to send with this complaint. I see in the statements, below the amount due section, which still shows the {$470.00}, and is what my husband saw, and called in, and was confirmed as the actual payment due, these statements show the hazard policy amount appearing in XXXX. Still, there is no advance notice of this purchase that I can find. )
Company Response:
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX, 2015 received notice from XXXX XXXX XXXX that servicing of my loan account number ( XXXX ) would be transferred to Nationstar Mortgage new loan number ( XXXX ) effective XXXX XXXX, 2015. The letter also related that the transfer " does not affect terms and conditions of the loan. '' XXXX XXXX payment was sent to XXXX XXXX XXXX and forwarded to Nationstar, no issues. I then received a letter from Nationstar on XXXX XXXX, 2015 detailing a principle balance of {$80000.00} with an interest fee of {$460.00}. The principle balance was correct as far as the transfer goes but the {$460.00} interest fee was a clear error ; given the APR and amortization table the first payment five years ago was not this much interest. On XXXX XXXX, 2015 I telephoned Nationstar 's customer service line to clear up the discrepancy. The customer service representative told me that he sent a form that explained I demanded an explanation of the interest fee. Also on XXXX XXXX, 2015 I mailed a letter following the process to dispute the validation of debt ( {$80000.00} + {$460.00} = {$81000.00} ), and to ensure all my bases were covered. Yesterday, XXXX XXXX, 2015 I received a letterRE : FHA Case Number : XXXX Loan Number : XXXX Payoff Requested : XXXX XXXX, 2015It was a mortgage payoff statement. It is my belief that Nationstar Mortgage received my dispute and instead of correcting their mistake is intentionally misinterpreting my letter as a request for a mortgage payoff statement. I also computed the math on the Mortgage Payoff statement that I received and the discrepancy still exists in the amount of {$390.00}. Thank you for your assistance it is greatly appreciated. Sincerely, XXXX XXXX & lt ; Copy of Letter sent & gt ; Loan Number XXXX XXXX XXXX XXXX XXXX, CO XXXXTo whom it may concern : I dispute the validity of the total debt {$81000.00}. I received correspondence from XXXX XXXX XXXX explaining that my mortgage was being transferred and the terms would remain the same. I also received correspondence that the principle balance at the time of the transfer was {$80000.00}. I was on hold with one of your nationstar representatives for XXXX plus minutes to uncover the discrepancy without an answer. If it is your companies ' contention to steal money from your customers I will be notifying my congressman and the XXXX.
Company Response:
State: CO
Zip: 81001
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar Mortgage purchased my loan from XXXX XXXX and ever since the loan was taken over by them I have received numerous statements showing different amounts owed. My husband passed away XX/XX/XXXX and my XXXX was reduced by more than XXXX. I am on a fixed income and this has made it difficult to maintain all of my expenses because of the funeral expenses and I am now running XXXX payment behind on my mortgage with Nationstar. I applied for a loan modification to help bring my loan current in XX/XX/XXXX. I was denied in XXXX on the basis of not showing enough income to support a modification. When we contacted Nationstar to review the reason for denial and they stated that the underwriter based the decision on my net Social Security ( after medicare is deducted ) instead of on my gross income. When asked why I was reviewed based on net instead of gross, they stated that they review each loan differently and I could not be reviewed based on my gross income. We requested other workout options and they stated that I would have to wait XXXX months to reapply.
Company Response:
State: NC
Zip: 28752
Submitted Via: Web
Date Sent: 2015-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mortgage company foreclosed on my home after Ifiled complaint by way of case # XXXX. After I filed acomplaint in XXXX, 2015, I still did not receive anycommunication from Nationstar Mortgage and theyforeclosed on my home without giving proper notice.
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2015-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-08
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We completed an application package for XXXX in XX/XX/XXXX when we entered into a purchase contract with XXXX XXXX , XXXX for a house located at XXXX XXXX XXXX, XXXX CA. XXXX was the " in-house '' lender for XXXX XXXX , XXXX We cancelled that contract in XX/XX/XXXX due to us not being able to sell our home in time ( to satisfy the contingency in the contract ). In XX/XX/XXXX we entered into a contract to purchase a different house From XXXX XXXX, XXXX ( our current home ) The closing would take place in about 3 weeks from the time of signing the contract. We asked for the application package. XXXX XXXX, the loan " specialist '' we dealt with at XXXX, stated they did n't require a signed application package. We also asked several times to see the Good Faith Estimate. Finally, it was sent over to us. There was an origination fee showing that we never agreed to be charged in the amount {$860.00}. Furthermore, XXXX was the lender for almost the entire neighborhood, XXXX XXXX was the loan specialist for the majority of the homes, he KNOWS what the closing costs would be. As per our sales contract, the seller ( XXXX XXXX , XXXX ) was to pay up to {$5000.00} ( part of that stipulation was that we HAD to use XXXX for our mortgage ). It was n't until we signed our closing documents did we notice the difference in the actual closing costs amount and the number that was shown on the GFE. The GFE quoted {$5500.00} as the total estimated settlement charges and the actual was only {$4200.00}. We know it is called a Good Faith Estimate, but over-estimating the closing costs by {$1300.00} when XXXX and XXXX XXXX was the only lender for the same homes, in the same neighborhood with the same title company for years, is unacceptable. Had we known what the actual costs would be, we would n't have waived escrows/impound account or we would 've asked to buy down the rate using the remaining concession. We never signed an initial TIL on this property, application, rate lock agreement, intent to proceed, change of circumstance, etc. In addition, XXXX tried to get us to sign the " appraisal waiver '' when we kept insisting that we wanted a copy. With all of the restrictions and safe-guards put in place to prevent predatory lending, XXXX has broken several regulations and in the meantime cost our family {$1300.00}.
Company Response:
State: CA
Zip: 95648
Submitted Via: Web
Date Sent: 2015-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes