Date Received: 2015-05-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We are having a very difficult time with nationstar mortgage. We got a loan to refinance an existing loan with nationstar. the payoff request was obtained from Nationstar and good till XX/XX/XXXX. A 3rd party sent the amount, {$14000.00} for payoff. The check was XXXX to Nationstar as the correspondence instructed and delivered on XX/XX/XXXX. I found that on XX/XX/XXXX a payment for {$600.00} was auto drafted from my checking account by Nation star. I logged in my Nationstar account to investigate, 1st I stopped any auto pay from my checking account for future, then I called nationstar customer service XX/XX/XXXX to find out the problem. They adamantly denied having received a payoff check. I was ask to fax them the info of the cashiers check, time, date, and the person that signed for the check at Nationstar. I forwarded the info from my 3rd party payor with my Nationstar account number requesting that this be researched ASAP, This was send XX/XX/XXXX. When I had not received a call from nationstar by XX/XX/XXXX I logged online to review my Nationstar account, still no change, no email, nothing. I made two or three lengthy phone calls to Nationstar XXXX & XX/XX/XXXX and got nowhere. My last call I demanded to speak with a supervisor with Nationstar. She stated she would note that this was looked into. She would put on my account that a representative from my 3rd party had my permission to correspond with Nationstar on my behave anytime in the next 24hrs to try and locate the check for the payoff. I touched bases with my 3rd party and she was to attempt to work on the matter next business day. I checked in with the 3rd party XX/XX/XXXX and after she had made a number of calls we have still not gotten anywhere with this matter. In addition to the complete payoff check there has been XXXX payments of {$600.00} extra taken from my checking account. XXXX that was taken out and sent to another mortgage co. ( XXXX ) that Nationstar had received my loan from. XXXX forwarded the payment to Nationstar. Then XX/XX/XXXX the auto pay was taken out from my account due to the payoff amount not being processed and Nationstar not closing this account. Also I made a regular payment of {$600.00} on time to Nationstar on XX/XX/XXXX. This a very frustrating that not only does this company have a payoff check for over {$14000.00} but there is {$1800.00} of my personal money that should be refunded to me. I have been attempting to correct this serious matter with Nationstar and as of today XX/XX/XXXX have not gotten anywhere with them.
Company Response:
State: TN
Zip: 382XX
Submitted Via: Web
Date Sent: 2015-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have an existing complaint on this mortgage company, Nationstar, my case number is # XXXX. The status of my compliant is being investigated and according to the letter attached by Nationstar they expect to have a resolution by XXXX XXXX. Here is a direct quote from that letter '' Please be advised that at this time, we are still reviewing our call and payment records to determine if refunds can be issued. We apologize for any inconvenience this issue may have caused and appreciate your patience. Please be advised your new expected date of resolution is XXXX XXXX, 2015. " Funny I just signed for a XXXX delivery and its from Nationstar, it is a ( NOTICE OF PER-FORCLOSURE ) it says I have 30 days to respond. This company needs to be investigated they have no control over what happens within their own company. My nightmare never ends, please investigate them, can you help me where else can I go to get some help. The stress is overwhelming at this time am can i really lose my house over this!!!!!! Someone please stop them. I will attach this new letter I got Monday to this case.
Company Response:
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2015-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I received an e-mail yesterday at XXXX from Consumer Financial Protection Bureau asking me to dispute a response from Nationstar Mortgage. The problem with the e-mailmessage was that there is no response from the company to be disputed. Who ever sent it asked me to click on a link and that link took me to my own complaint case # XXXX. Instead of reading Nationstar Mortgage response I was reading my owncomplaint about Nationstar Mortgage. I do not understand the e-mail message. Could someone explain to me better or let me have the company response instead of reading my own complaint.
Company Response:
State: VA
Zip: 20176
Submitted Via: Web
Date Sent: 2015-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had a on going problem with Nationstar Mortgage every since i started paying extra on principal. There latest is to cash my check for {$4400.00} on XXXX XXXX and as off to day have n't entered it on my account. I have called them the pass XXXX mornings to get them to put the {$4400.00} on my account. so what my phone calls to them have accomplished is they have change my online information from ( last payment of {$5800.00} was received on XXXX/XXXX/2015 Past due amount of {$14000.00} due immediately, Next payment due on Friday, XXXX XXXX ) to ( Last payment of {$14000.00} was received on XXXX/XXXX/2015, Next payment due on Monday, XXXX XXXX, 2015 ). The check for {$4400.00} that they cashed on XXXX/XXXX/2015 still has n't been accounted for. I 'm sure that my case is just the tip of the iceberg with this company. With my dealings with this company it is almost certain that they have criminally and knowingly defrauded their customers out of XXXX abound XXXX of dollars. With this being said I 'm sure they have defrauded the federal government out of a lot of money also. I think it is time for the federal government to step in and shut them down before they steal more money from there customers.
Company Response:
State: AK
Zip: 99577
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Mortgage transferred to Nationstar from XXXX. I pay online at the end of grace period, XXXX of the month, NEVER have been charged a fee. Fee is waived in first 10 days of the month only. I can not afford to pay sooner than the XXXX, and can not afford a XXXX fee. Is n't the new company supposed to honor the same terms as the old?
Company Response:
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar took over my loan in XXXX, but I did n't receive notification until a demand letter on XXXX XXXX. I may have tossed previous letters thinking they were junk mail refinance offers. I tried to log onto my previous servicer 's website to make payments several times XXXX through XXXX. I called Nationstar as soon as receiving the letter and stated I could make payments but wanted verification that they had the note and did indeed own my debt. They said they would send it and never did. I forgot to call them back until XXXX XXXX, asking about the note. They said they could e-mail it, leaving me wondering why they had n't done that before. They also said they had initiated foreclosure that day. I offered to pay the outstanding payments in full, but they said they would have to determine legal fees. Despite calling on the very day they initiated foreclosure, they called back a few days later and demanded {$900.00} of legal fees. I contacted their law firm and was mailed a letter saying no attorney had reviewed my account. I spent many hours on the phone attempting to get them to reduce the fees. They tried to force me to apply for a modification that would involve a new XXXX-year mortgage that would end up costing me a lot more in the long run. I considered hiring a lawyer and taking them to court, but it seemed like too much risk. I finally gave up and was forced to pay the exorbitant fees. In sum, my complaints : They foreclosed on my loan less than a month after I was notified that they owned the loan, and without providing me documentation of the note. My previous payments were not considered late until the XXXX of the month, yet they foreclosed before the XXXX. They claimed I owed {$900.00} in legal fees despite the fact that I attempted to pay in full within hours of them " initiating foreclosure '' - and I had previously expressed willingness and ability to pay in full on XXXX XXXX. I was only 4 months behind in the XXXX place because I could n't figure out why my previous lender was n't accepting payments XXXX - XXXX.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage referred my loan to foreclosure at 90 days past due. I inquired why as the new regulation prohibits referral XXXX XXXX legal ) before 120 days past due. I had to send the CFPB information into them as the Foreclosure Prevention Specialist XXXX XXXX XXXX XXXX stated he refers all loans 90 days past due to foreclosure, and he was unaware of any CFPB requirement. Last Payment of {$1400.00} was received on XX/XX/XXXX due amount of {$6900.00} Is due ImmediatelyNext payment of {$1400.00} due on Sunday, XX/XX/XXXX started with me calling in on XX/XX/XXXX to make a payment and was told that I needed to have XXXX payments. I explained that my tenants had sent in a check as well, and I had another payment set up for XX/XX/XXXX. I also explained I had a retention bonus of {$11000.00} payable to me on XXXX XXXX, 2015. I was told that if the XXXX payments could not be made that I would be referred to Foreclosure. I inquired as to why I was not offered any form of Loss Mitigation, the young lady explained because I had tenants in the home. I explained that I had to relocate due to my job, and that was an exclusionary with FHA XXXX exception ) and not only that proved that I could reinstate in full the loan ( with bonus ). I thought these were scare tactics as I know the loan can not be referred until 120 days past due. When I got the call on XXXX/XXXX/15 and was told my loan was referred to foreclosure, I was surprised. I wrote a complaint letter on XXXX/XXXX/15 and emailed Nationstar. I received a call from the complaint department stating they would respond by XXXX XXXX, 2015. I then received a call from XXXX XXXX stating that he spoke to his compliance department and he was within his right to refer my loan to foreclosure at 90 days. I inquired if/what my account had accrued legal fees and the name of the firm. I was told he would get the figures for legal costs and fees and I was referred to XXXX. Nothing has been addressed about no offer of Loss Mitigation or the fact that I proved that I had a retention bonus of {$11000.00} before my loan would be 120 days past due. In no fashion has Nationstar tried to work with me. This is the XXXX time my loan has ever defaulted XXXX rolled 30 days on XXXX ), it is not like my account is chronic. ( over 30 days XXXX. I explained my reason for default was I am in a middle of a divorce and the tenants had a troubled XXXX and fell behind in their rent to me on the XXXX of XX/XX/XXXX ( XX/XX/XXXX ). Once again, my loan has never been over 30 days late since it was originated in XX/XX/XXXX This is the XXXX issue I have ever had, and shocked at how there has been no foreclosure prevention on my loan as suggested by the title of the representative that has been corresponding with me. I bring this to your attention as I am concerned for other consumers that have their mortgage with Nationstar. Even with writing a complaint letter and sending a copy of my retention bonus have they pulled the loan from foreclosure.
Company Response:
State: MO
Zip: 63385
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am currently in bankruptcy. Yesterday, I received notification from XXXX XXXX that my mortgage company paid my annual homeowners premium. This is unusual as I have been paying my own premiums for years and have documentation to verify this. When I contacted Nationstar, they said it was part of my loan modification, a modification I have made or authorized which is verified by talking to the Bankruptcy dept. I ca n't get anywhere with getting the escrow removed. I have been approached by my mortgage company twice for a loan modification. On review by my bankruptcy attorney, I was advised not to do a loan modification as the terms Nationstar offered were not in my best interest. However, now they show I have agreed to a loan modification and they created an escrow account which now has accrued to XXXX that they say I owe, despite no written record of a loan modification. I never agreed to a modification and that amount is the difference between what I have been paying and the amount the modification would have been.
Company Response:
State: OK
Zip: 73109
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am writing to file a formal complaint for violation of the requirements of the XXXX. I, XXXX XXXX, originally purchased my home on XXXX XXXX, XXXX and it was financed through XXXX Mortgage, who later sold my mortgage to XXXX XXXX XXXX. Sometime in XXXX, XXXX XXXX XXXX was working with my then wife, XXXX, on a loan modification. The loan modification was subsequently denied and filings took place for foreclosure. Concerning the filing of the foreclosure, neither XXXX nor I were ever personally served with a summons and received " legal '' notice of the foreclosure case by publication. I did not file an answer because I did not even know about the lawsuit until the hearing in XXXX of XXXX. After appearing at the hearing, I informed the judge that I was in the middle of a divorce, in which my new address was of record, and I was unaware of the foreclosure. The judge proceeded to issue a final judgment of foreclosure while stating that Nationstar continue to work with me on a loan modification. Nationstar then proceeded to pretend to negotiate with me in good faith while all the time making the claim of missing documentation and therefore, the sale of the house would be XXXX XXXX, XXXX. Because of this reason, I was forced to file bankruptcy in an effort to save my home. While in bankruptcy, problems arose with the plan and Nationstar immediately filed an order rescheduling foreclosure sale which was granted for XXXX XXXX, XXXX. The sale was subsequently cancelled due to the successful refiling of bankruptcy by entering a notice of conversion from chapter XXXX to chapter XXXX. On XXXX XXXX, XXXX a motion to reschedule foreclosure sale was filed and on XXXX XXXX, XXXX the sale date was rescheduled for XXXX/XXXX/XXXX. During this entire stretch of time, I was under the impression that Nationstar was acting in good faith during the negotiation process of a loan modification but it soon became clear that they had no intentions of giving me a loan modification. After almost 18 months, Nationstar decided to deny my request for a loan modification, stating insufficient disposable income. On XXXX XXXX, XXXX, I filed a motion to cancel the sale and not reschedule. Upon this filing, Nationstar immediately filed a motion to cancel the sale. A hearing was scheduled for XXXX XXXX, XXXX and in this hearing, the judge listened to the Nationstar attorney and rescheduled a sale for XXXX XXXX, XXXX without taking on my motion to cancel and not reschedule sale. After this hearing, Nationstar coordinated with XXXX and informed them that I needed to have at least {$1400.00} additional income to be considered for a loan modification. Now, I 'm forced to take on a tenant in my home to bring in the supplemental income for a loan modification. After contacting Nationstar on XXXX XXXX, XXXX, I was informed over the phone that they would lift the " freeze '' on the sale due to failure to submit subsequent documents within 7 days of foreclosure sale date. When asked where the correspondence was requesting these documents, the representative stated it should have been mailed out. This comes after I received a letter from Nationstar stating that everything was under review and I 'd be notified in roughly 30 days or more. Now, as result of a culmination of Nationstar 's disingenuousness and the judge 's lack of care of the matter, my home was sold on XXXX XXXX, XXXX ever after XXXX the mortgage company and myself filed motions to stop the sale, therefore leaving me homeless. My complaint is that Nationstar is in clear violation of the National Mortgage Agreement. As part of the XXXX, the settling banks must comply with a comprehensive set of guidelines when servicing mortgage loans. For example, under these guidelines, the banks must inform borrowers of all loss mitigation ( loan workout ) options before starting a foreclosure,
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-14
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In XXXX, I sold my home in a short sale. The XXXX mortgage was through XXXX XXXX XXXX. The house sold, and XXXX released the lien. However, Nationstar picked up the XXXX mortgage shortly after the house sold. They came after me in XXXX, and at that point I spent a great deal of time collecting paperwork and sending them information showing the debt had been cancelled through the short sale. I received a letter from Nationstar in XXXX of XXXX saying that the lien was released prior to the transfer date and that the account was updated and closed. ( They also wrote that they would not report to the credit bureaus. ) I thought we were finished. However, in XXXX, I started to receive certified mail from Nationstar asking for the debt. When I redirected them to their own letter, they stopped sending me mail. However, now I am doing a refinance to save interest on my new house, and my lender cant help me until Nationstar sends me a letter of deletion. Ive been trying to get them to give me a letter of deletion for a month. I get the run around every time I call them, and talk to a new person every time who has no knowledge of my loan. They have lost XXXX of my faxes and XXXX email. They have kept me waiting on hold for 30 minutes at times, only to have the call dropped or to reroute me to where I began. They have never been able to give me a manager or a supervisor. They are always NOT at their desk or on another line. (??? ) I have spent hours ( and I truly mean hours ) of my time trying to talk to someone who can solve my problem, only to end up where I began. To say Im stressed about this is an understatement. Now my husbands car is damaged, and I need to buy a new one, but with my credit damaged by almost XXXX points, I cant try to get a car loan until this is resolved. Please help me. From what I can see online, I am one of many hundreds who have been treated this way. I have spent money on faxes that were never received. I have spent HOURS of my time waiting on hold, scanning, faxing, and emailing them. I am now a XXXX car family because I dont want to get a loan for a new car until my credit goes back up ( and Nationstar is what has damaged my credit ... when they went away in XXXX, my credit was good and we bought our current house. Now I cant even refinance my house until the derogatory information is removed from my credit. ( This is costing me approximately XXXX a month in higher interest fees and higher PMI fees. ) I am also incredibly stressed out and am taking time off work since I am a teacher and cant sit on hold during my business day. Please help me.
Company Response:
State: CA
Zip: 92591
Submitted Via: Web
Date Sent: 2015-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No