Date Received: 2015-04-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nation Star Mortgage payment electronically debited from my checking account without my consent. XXXX {$1600.00} was debited from my account and on XXXX {$1600.00}. This resulted in XXXX mortgage payments within same billing cycle. I called on XXXX requesting funds to be returned in the amount of {$1600.00}. I was instructed to fax statement showing funds were debited from my account ; I did. I was promise the funds would be wired ; they were not. I called XXXX I was advised they needed to XXXX way call my bank to verify funds were debited from my account ; we did verify funds were debited from my account. Agent XXXX, ID # XXXX promised to deliver a check via XXXX and provided a tracking #, XXXX. On XXXX called XXXX to discovered this was an invalid tracking number. I called Nation Star and I was placed on hold then hungup on after waiting XXXX mins. I called back to discover that no check had been delivered. Supervisor/Agent XXXX, XXXX ID XXXX advised that the funds would be returned to my bank account ( same accounts were paid from ). I was advised that since I was filing a CFPB complaint the call needed to be escalated to higher member of management. XXXX, XXXX ID # XXXX assured that {$1600.00} would be reversed and back into my account by the morning of XXXX. XXXX provided a ref #, XXXX. I also disputed the amount of the loan when it was transferred from XXXX XXXX XXXX. Nation Star has refused to assist me with this process. They deflect the responsibility back on XXXX XXXX XXXX.
Company Response:
State: NV
Zip: 89014
Submitted Via: Web
Date Sent: 2015-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-10
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been in the Modification process since the end of XXXX 2015. My house has a sale date for XXXX XXXX, 2015 and I was given XXXX XXXX and XXXX days to try and modify my home through my Mortgage company ( Nationstar Mortgage ). I am receiving assistance through XXXX County Housing Authority a HUD agency. As of today my loan still has not been modified. At the beginning of the modification we were given a list of documents that needed to be submitted to apply and complete the modification. My HUD counselor faxed over all documents that were requested. Since the XXXX week after faxing over those documents I have been getting emails from Nationstar modification team requesting the same documents that we had faxed over and that they confirmed that they had already received. Every week from then they have requested at least XXXX the same documents that I have refaxed to the modification team. At least XXXX a week I speak with Nationstar regarding my modification and every week there is another document that had already been faxed to them that they need again. I also mentioned to a CSR that it was well over the 45 days for completing my modification and that they were still requesting documents that they should already have. I spoke with my mortgage company last week XXXX XXXX XXXX, 2015 following up on a document that I faxed over and that they confirmed was received at the time I was told by a CSR that my modification had been closed because of a document that they had not received and that the time had expired for the document to be submitted, I explained to the CSR that I check my emails periodically for their emails and that the reason for my call was because I had n't received any further emails or phone calls so I was following up with them and now I 'm being told that my case was closed because they did n't receive a document that I never knew they needed. I also explained to her that my home was going up for sale on XXXX XXXX, 2015 and she said that she will reopen the modification and that I would need to submit the document stating that I no longer received unemployment and that document was submitted on XXXX XXXX, 2015. I called Nationstar on Saturday and Monday XXXX XXXX, 2015 to confirm that they had received the document and I was told that it had be received. Today XXXX XXXX I checked my account with Nationstar to see if I had received any emails regarding my modification for documents and again they are still requesting documents that have been faxed to them twice already. I feel like they are not really trying to help me with my modification and I feel that they are not really putting forth an effort to get my loan modified and that more than XXXX person is handling my account and my documents are being missed placed. I was told that my account manager was the designated person to contact but I explained that my account manager is never available to speak to and that I always get her voice mail before I am transfered to a CSR and this is routine for me when I call in to speak to someone. I have done everything that they have asked me to sent in every document time after time and I am still being jerked around for what ever reason and at this point I think this is unprofessional and an unexceptable way to conduct business. I have been more than patient and cooperative with them and this type of behavior is stopping me from moving forward with trying to save my home while attempting to get my modification completed. I would really appreciate any help that you can offer. Thank you for your time.
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2015-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Hi, My name is XXXX XXXX, my loan was transferred to Nationstar Mortgage in XX/XX/2013. Since, then I have to contact them multiple times out the year just to ensure the correct amount is paid on my taxes. This is the worst company!! When I returned home from work, I received a letter stating I have a surplus in my Escrow account of {$870.00}. This is not correct as the Taxes for my Summer Taxes were {$2500.00}, and {$140.00}. And my winter taxes were {$23.00} and {$450.00}. XXXX XXXX {$1300.00}. Yet, on the Escrow statement they sent me it has my City Tax as {$1900.00}. My total for my Escrow Account not including MIP was {$4400.00}. Yes, they have total disbursements as {$3300.00}. This is a difference of {$1000.00}. This has been an ongoing issue, not mention very stressful. I believe part of the problem is their computer software is OLD and out dated. Can someone please assist me?! I have spoken with XXXX XXXX and XXXX XXXX at the Ohio office. Last year, before XXXX XXXX said he would flag my account so this would not continue to be an issue. Guess, he did not.
Company Response:
State: MI
Zip: 48224
Submitted Via: Web
Date Sent: 2015-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage became a servicer of my mortgage from the original provider XXXX Mortgage. At the time the servicer and my mortgage changed hands my records did not match XXXX 's regarding balance and amounts due payable. Previously I had spent a very significant amount of time with XXXX going through reconciliations and they resolved some of the matters and applied funds that had been received and not credited to my account. When Nationstar took over I disputed the balance and stated several references and factors. Nationstar did an incomplete review and major discrepancies continue to exist. Meanwhile, fees upon fees and charges stack up. That should not be occuring. Nationstar has not been trying to resolve or look into my matter or concerns and is not acting as mortgage servicer, but as a debt collector. They continue to send foreclosure notices despite the balance they inherited being disputed. I continue to recieve non stop calls and no one is willing to seek a solution or look into my matter for resolution. In a most recent example on XXXX/XXXX/XX/XX/
Company Response:
State: TX
Zip: 77386
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: The Servicing Company to my mortgage - Nationstar Mortgage is attempting to illegally foreclosing on my personal home by selling it at auction on XX/XX/2105 in direct violation of HBOR law. Nationstar Mortgage failed to complete a review of my loan modification submission and request for relief. In addition, they have failed to offer any alternative to foreclosure programs like short sale. Nationstar Mortgage illegally commenced and is conducting a foreclosure while reviewing attempting to find workout relief options for me. They have mishandled my documents and file several times and failed to properly communicate with me throughout the process. They simply violated HBOR specifically under the " dual tracking '' clause. Nationstar Mortgage instructed and allowed the Foreclosure Trustee named XXXX XXXX XXXX to illegally start foreclose on my property.
Company Response:
State: CA
Zip: 92504
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My home in XXXX Idaho is scheduled for a trustee 's sale on XXXX XXXX, 2015. Theloan is predatory and it has been sold XXXX times, even though I have submitted all thenecessary documents for a modification multiple times. I can prove suitable income andcheating on the part of the lenders. I have a law firm representing me vs. Nationstar. XXXX XXXX XXXX XXXX of XXXX XXXX stated that Nationstar agreed to cancel the sale, but to date, Nationstar has not agreed to that in writing.
Company Response:
State: ID
Zip: 83815
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We applied for a loan modification with NationStar Mortgage. The bank denied our modification request, but did not finish the denial properly. We requested supporting documents, and the Bank said they had until XXXX XXXX to reply to us. Despite our requests for the supporting documentation, and frequent follow-up, with no response from our S.P.O.C, the bank went ahead and set a Trustee Sale Date for XXXX XXXX. XX/XX/2014On the bank 's original denial letter, they offered us a " short sale option '' which we wanted to go forward with. The bank gave us specific and lengthy information on the short sale process The bank went so far as to send us the paperwork to fill out and provide us with an email address to return the short sale documents to. We completed the requested documents on the day we received them, and returned them to the bank via their specific instructions that day. When we followed up with the bank today, they said it was the wrong paper work, and it was sent to the wrong department. Moreover, they are now claiming that there are no options available to short sell our home. The servicer should at least honor their written and spoken word and allow us to short sale the property.
Company Response:
State: CA
Zip: 92673
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I got my loan through a company that sold me a 'Nothing Down and high credit not needed loan. I signed for a XXXX Arm loan with XXXX interest rate. The payments were at {$600.00} a month with no escrow. At that time, I was able to afford this. I fell behind when I and my husband split up. We reconciled and have been trying to get a modification since. I was transferred to XXXX XXXX XXXX and tried over and over again to get a modification. I signed up with XXXX and went to several events and due to another transfer was not able to get a medication. I 've tried and send in docs and docs to Nationstar and still have not been able to get anything done. Nationstar told me that I refused a prior modification and was not able to get a HAMP modification because of it. I 've never signed any docs to any modification. They offered me a trial modification at a 3 % interest rate. I was okay with that modification but they messed up on the maturity date. I called over and over for a year until finally I received another offer. This modification was for 7 % and $ 1600+ a month for a payment. This was way too high of a payment for us to afford. I notified Nationstar that my husband 's work decreased due to the oil and gas industry. I sent in new check stubs to show them the decrease in income. They told me this was the only thing they could offer me or I could do sell my house, do a Short Sale, a Deed In Lieu or just foreclose. I then contacted XXXX again to exhaust all my options. I have been getting numerous calls from Nationstar for me to make a decision. I told them that I am working with XXXX and they advised me that XXXX could not do anything to change their decision. They told me XXXX go with the decision the mortgage company decides. I talked to XXXX XXXX with XXXX and told her my story. I finally have some hope with getting a modification. She advised me that they would do everything they could to help me get a modification and stay in my home. So, I 'm writing to file a complaint against Nationstar. I think they have the power to lower my monthly payment and it be beneficial for us and them..
Company Response:
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: Dear CFPB, I have applied for a loan modification ( loan # XXXX Nation star mortgage after pre approved by XXXX - Document Services- XXXX. But nation star mortgage continue to reject my loan modification even with an increase of income. They continue to use old income from 3 years ago instead of my current income info. After I have complain about this a few times, they asked me to resubmitted my loan package again and again but they continue to use the old income info from years ago. I strongly feel that Nation star mortgage is refusing to give me a loan modification because of my XXXX marriage or my religion or race. Because according to XXXX, i am qualified to get a loan modification but nation star mortgage continue to use old incorrect income info to disqualified me and continue to send me letters in the mail asking me to sign my property over to them as my only option. Please forward my complaint to the right department so that this matter can be investigated properly. Very frustrated by their ill treatment. SincerelyXXXX XXXX
Company Response:
State: CA
Zip: 92117
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-09
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar has a sale date on my home for XXXX XXXX, XX/XX/XXXX the Notice of XXXX was filed illegally with the wrong amount on it. The past due amount we were given was {$230000.00}, the Notice of Default which was filed 5 days prior the amount was {$310000.00} there was a XXXX difference increase without any justification. We challenged the validity of the debt which was never resolved, our loan was transferred by XXXX XXXX XXXX without a decision for 3 years to Nationstar, we filed a complaint # XXXX on XXXX/XXXX/XX/XX/XXXX The Notice of Default trustee was XXXX XXXX XXXX XXXX. The Trustee has changed to XXXX XXXX XXXX XXXX XXXX XXXX without any notice of a change of Trustee.
Company Response:
State: CA
Zip: 90732
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No