Date Received: 2015-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have authorization to represent XXXX XXXX XXXX and XXXX XXXX XXXX XXXX concerning their mortgage with Nationstar Mortgage. This authorization is notorized and I can provide a copy. The Nationstar Mortgage company is trying to get XXXX 's to sign documentation without any explaination to what or why they need the documents signed. The email I have acknowledging my authorization is from XXXX XXXX, Government XXXX XXXX, phone XXXX. But I can get no answers for my client and the contact phone number only offers me a XXXX XXXX card if I qualify. You may contact me for the proof of documentation. XXXX XXXX, XXXX, XXXXXXXXXXXX, phone XXXX. I am trying to serve a client who needs help. Thank you.
Company Response: Company believes the complaint is the result of a misunderstanding
State: KY
Zip: 40205
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We had Nationstar Mortgage as our mortgage company. As we were trying to refinance with another company, our home incurred smoke damage and we had to file an insurance claim. Once we received the checks from the insurance company, we signed them and send them to Nationstar to be signed and for the funds to be paid to the contractors that completed the work on our home to be returned. In addition to the checks, I sent all the paperwork that was completed by our contractors, XXXX, etc on XXXX XXXX, 2015. On XXXX XXXX, 2015, an inspector for Nationstar came to our house to confirm that the work was completed. I was advised that once this was done and the report by the inspector was submitted, the funds would be sent to me. I paid an additional {$30.00} to have the funds overnighted to me, as I wanted to get the contractors paid. Our refinancing went through and our loan was paid off on XXXX XXXX, 2015. When I called Nationstar several days after the inspection was completed, I was informed that since the loan was paid off, the insurance funds had been put into a secure escrow account. I was transferred several times and was told that the funds would be released in XXXX to 45 days, the next person stated that the funds would be released in XXXX to 60 days and the last person advised me that it would be paid in 30 days, along with my regular escrow account. I advised that I needed to pay the contractors and was told that it was going to take the said amount of time and there was nothing that could be done to speed up the process. We received our payout for the regular escrow account, as well as the over payment, but have yet to receive the funds from the insurance company. We are now being told by XXXX of the contractors that he will charge us a late fee of over {$4000.00}. Another contractor is threatening to put a lien on our house. My husband and I have made several phone calls to no avail. They are holding on to {$45000.00} of insurance funds for a house that they no longer have a vested interest in and nobody has been able to tell us, why this process is taking so long.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I sent in a mortgage assistance package to my servicer, Nationstar. Nationstar did not issue a written decision on this package. Nationstar requested documents after they received my package and I transmitted the requested documents numerous times. Many times Nationstar would deny receipt even after I sent it multiple times. I have sent another completed mortgage assistance package and Nationstar 's response is to set a foreclosure sale for XXXX/XXXX/2015
Company Response:
State: CA
Zip: 93230
Submitted Via: Web
Date Sent: 2015-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mother elected to apply for an equity loan on her house, which had been paid for ( with the exception of a XXXX loan on the property ). After some family turmoil, the present debt collector named NationStar has been threatening foreclosure for awhile, but thankfully, this outcome has been forestalled. It is important to note that the original equity loan was doled out by XXXX. At this point, I have had some serious concerns with NationStar. They are a debt collector, yet claim that they are simply working with XXXX XXXX or XXXX. The customer service has been horrid as I have been informed by the SPOC ( single point of contact ) XXXX XXXX to stop calling him. Indeed, he has n't bothered to help in any way. Finally, I 'm worried and angry that after 20+ years, my mother will be foreclosed upon.
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2015-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, I got a letter from Nationstar saying I was 8 months behind. The XXXX XXXX, mortgage payment was credited back to my bank account. They XXXX said, I have not paid since XXXX XXXX, then they said, they were missing XXXX, each time I have provided my pay history of payments. Then they said, XXXX missing. I have review pay history and did not find XXXX payments missing. XXXX said, I was not behind prior to sending my loan to Nationstar. I have sent XXXX payments between XXXX XXXX, XXXX thru XXXX XXXX, XXXX. The last XXXX payments have not posted to my account. I have called and spoke to a different person each time. I was in a XXXX from XXXX until XXXX XXXX. During that period I did not get any notification of missed payments. A rep at XXXX advised that they received a payment from trustee in XXXX XXXX, and they returned it to the trustee since my loan is with Nationstar. Trustee stated they do not see a returned payment and they had not information that my loan transferred to Nationstar. I believe there are funds that I sent to pay my mortgage that have never been applied to my mortgage. Also, I believe that the primary interest in Nationstar is to have me to refinance the loan. I am not interested in refinance. I will pay whatever I owe. But, I want all funds placed on my account, if I sent a payment in that have not applied to my loan. I would like to pay on their website as soon as they free up my loan account to allow me to pay online. I would consider auto bill pay on their website but, again, my loan is not allowed to use that service. I would like to have an individual assigned to help with resolving all of the issues with my account so that I can may the normal monthly payments. I filed XXXX to pay my creditors. I was discharged after 5 years of paying ch XXXX in XXXX XXXX. Now, I want to increase my credit score and remove any negative data from my credit report. In good faith I have attempted to work with Nationstar and XXXX to resolve any issues with my loan.
Company Response:
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2015-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The end of XX/XX/XXXX I submitted a payment for XXXX to NationStar, they received the check-they had a scanned copy, however they did not apply it to our account. I received the XXXX statement from them and was then made aware of the problem. This went back and forth calling, them not responding and calling, leaving messages until XXXX. I finally spoke with a live person-XXXX on XXXX XXXX. She said she did see the check, but it was not applied to our account, so she was going to investigate and I was to call her back the following Thursday. She said if they did not 'find ' the check we would have to do a stop payment, but would be reimbursed all fees from our bank, because it was their error. Also, she said they would remove all penalties and fees we had added to our account. I was going to make XX/XX/XXXX payment to next day, but she said she would do a check by phone, at NO CHARGE because of the problems we had been having, she said that way we knew starting with XXXX we would be ok. The following Thursday, XXXX XXXX I tried calling her, I left numerous messages as did my husband. No one EVER returned any of our calls. On XXXX XXXX I did a stop payment on the check for XXXX. My husband talked with XXXX in Customer Service XXXX XXXX and did a check by phone to clear XXXX. However, when I went online to check the account it was still in arrears! Since XX/XX/XXXX they are taking the payment, then reversing it back out! So, the fees/penalties continue to add up. We have called almost daily and no one will return our calls or do anything to help us. All they say is they will investigate, then send a letter saying we are behind, when are we going to get the account current????
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2015-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-18
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been trying to do a loan modification with nationstar mortgage since XX/XX/XXXX, the XXXX time I summited all the forms required and instructed to do. Later in the process I asked what the status of my application was by multible emails to their contact without replies from Nationstar. When I was finally able to get a reply over months I was told there was a sheet XXXX of a form that was missing that we needed to sign and send in. We signed it and turned it in. We wanted for along time again into XXXX and then where told we where declined because of some other form that was missing and told we could apply again. During this XXXX time I had asked what options we had on our house and loan, never being able to get answers from them. Then at the XX/XX/XXXX I re-applied on line again as they had stated and sent in the forms they had asked for again. Later XX/XX/XXXX I logged in and checked the status of what I had uploaded, everything was gone. Before this time I had seen notes next to the files they where being reviewed. At this point I sent emails to them to find out what was up, and still no answers to my emails. So I up loaded all the files again to their website. Weeks after I kept checking and files where being reviewed in the notes. Then I log on in the XX/XX/XXXX and it shows my application expired on XXXX XXXX which was two days after I had applied. I then went to sending multible emails to them to find out what was going on, they never answered me. Now on XXXX XXXX a bunch of foreclosure paperwork was taped to my front door stating that my home was being put on aution XXXX XXXX at XXXX pacific time. That friday night XXXX XXXX I sent another email wanting to know what was going on since I had heard nothing and now your hitting me with a foreclosure. Finally XXXX night XXXX XXXX I received an email from a manager now from a different state then the one I had been dealing with in texas. His email stated that my application was declined on XXXX XXXX since XXXX form was missing a digit off XXXX of our social security numbers, XXXX form expired and then that we had not supplied them with pay stubs for my wife. They also say that we called me XXXX times, and also sent me a letter. I wrote back to him in email on XXXX XXXX saying I had never received a notice in the mail about this or did I have calls or messages on my phone from nationstar. I also told them it would be kinda hard to supply pay stubs for my wife since she is a house wife and that information about her was on your application that I turned in. Also I asked if I did re apply and turn in forms again if they would then stop the foreclosure, in his email it stated about re-applying again from him. For the next three days I kept sending out emails to them to answer my questions, finally today I receive XXXX back from girl in texas saying I have not received your forms. No other answers to my question on will this stop the foreclosure and where to send forms to. I feel I was not treated fairly with my applications for assistance since I can not afford the payments, and answers to my questions. I have gotten nothing but the run around and total game playing with nationstar since last year when this started with a loan modification request.. I also have emails to backup my statements that I can summit to you on request.
Company Response:
State: CA
Zip: 92123
Submitted Via: Web
Date Sent: 2015-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XXXX XXXX my wife, then a XXXX, sustained a serious injury at work and underwent a XXXX procedure. Since that time she has had numerous surgeries and is still suffering today. She eventually exhausted all of her leave time and was taken off payroll. In XXXX XXXX I retired from my job as a XXXX to take care of her and our young son. Because of this drastic loss in income, we became late on our mortgage. I turned to Nationstar Mortgage for help to no avail. In XXXX XXXX I hired the XXXX XXXX XXXX to help us get a loan modification. XXXX XXXX was assigned to our case and our loan mod request was submitted to Nationstar on XXXX XXXX, XXXX. The review took several months and we were asked to submit many documents which we did in a timely manner. On XXXX XXXX, XXXX XXXX was told that the loan modification was denied due to negative NPV. On XXXX XXXX, XXXX XXXX responded to the decline with a formal appeal proving that we could qualify for a modification due to all of the inconsistencies and incorrect data in the decline letter from Nationstar. On XXXX XXXX, XXXX XXXX received a response to the appeal letter stating that a new modification review had been opened and asking for updated documents. These documents were sent in on XXXX XXXX, XXXX. XXXX called Nationstar on XXXX XXXX, XXXX for an update. She was told by XXXX that they had received the documents and to call back in a few days to see if the file went to underwriting. XXXX called back on XXXX XXXX, XXXX and spoke to XXXX. He told her that the file had been closed out because there was no change in circumstances. There was no mention in the letter that we needed to have a change in circumstances to be reviewed again. XXXX also said that the modification had been denied due to property value, not income. On XXXX XXXX, XXXX XXXX spoke with XXXX who told her that the modification was denied due to income. At this point we are very confused as to exactly why we were denied. This is very unfair and we are probably going to end up losing our house because of this. We feel very strongly that we are able to make our house payment if Nationstar would help us with the past due amounts. With my wife 's illness it would be a severe burden to have to move. We do not want to disrupt our son 's life by removing him from the home he has lived in his entire life.
Company Response:
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2015-04-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Our homeowner has been actively pursuing a sale of their home over the last 7 months. While he is behind in his payments to Nationstar Mortgage, he is doing everything in his power to sell his home and payoff the loan in its entirety. To this point, we had failed in finding a successful buyer but now we have a full price offer that more than covers their payoff. I have been in contact with nationstar for payoffs and this week I was in touch with them on XXXX XXXX asking them to delay a foreclosure sale date for this upcoming XXXX, XXXX XXXX, 2015. To this point, they have failed to process the documents timely and are denying a postponement of the sale. They are delaying getting their own internal payoff numbers and this is causing potentially devastating harm to our owner. At this point we need Nationstar to extend their auction date in order to allow us to close our sale and allow the payoff of the loan. Our homeowner will not lose his home, he will file bankruptcy as a last ditch effort to save the home he has lived in for nearly 20 years. Nationstar refuses to listen to our plea and repeatedly cuts us off during conversation. The problems they claim to see on the documents, are not real problems, and they will listen to our explanations for them. We need someone to step in and handle this.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2015-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: our house was on the market for a short sale already agreed upon by both parties. We have an agent who was in constant contact with the mortgage company and they have authorized a short sale. Suddenly we received a message that the house has been foreclosed on XXXX XXXX with no notice.
Company Response:
State: GA
Zip: 30215
Submitted Via: Web
Date Sent: 2015-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No