Date Received: 2015-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: NationStar purchased my loan XXXX 2014 from XXXX. My automatic payment was due to XXXX on XXXX XXXX and my loan did n't transfer to NationStar intil XXXX XXXX, so I thought I had until XXXX XXXX to make a payment. I received a vague notice of the transfer with information about how to log onto NationStar 's website, but it did n't work. So I thought I had time and I 'd try back. On XXXX XXXX, by certified mail, I received a pre-foreclosure notice from NationStar. I called and got it straightened out and about 10 days later I finally received the introductory letter and payment information that I should have received LONG before any pre-foreclosure notice. I could fill a book with other NationStar mishaps. The most recent ( and last because I 'm refinancing ) is a notice telling me that because my Homeowners insurance was lapsing, they would purchase insurance for me at MY expense. I did change insurance companies, but both my new insurance company and I notified NationStar about the change. I did n't receive a call from them until they received a payoff request for the loan and THEN they wanted to offer me other products to stay. You could offer me 0 % and I would say NO THANKS! Ca n't wait to be done with NationStar!!!
Company Response:
State: WA
Zip: 98513
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Claims to have not received a payment but I have clear bank proof of the transaction.
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I 'm in a 30 year fixed rate loan with Nationstar mortgage. For the last few years the payments have been relatively similar. Suddenly my statement indicates that my monthly payment will be going up by almost {$400.00} per month. I called them to see if I could get some explanation and was told that my escrow was short due to an increase in my property taxes or insurance. I asked them to tell me what had gone up and was told I would be transferred to the escrow department. I waited on hold for 45 minutes to an hour and just got the same recorded message over and over ; " they are experiencing a high volume of calls at this time, please continue to hold ''. I believe I was deliberately blown off so that I would hang up in frustration as it appears there are many people who have had a similar experience with Nationstar. I just want to talk to somebody in the escrow department to find out the reason for the sudden increase in my monthly payment, and to talk about other options for my home owners insurance ( if it turns out that this is the reason, as I suspect it is ), but I do not feel that they are being honest with me. I find it ironic that while I was on " hold " with the escrow department and never able to talk to anyone, Nationstar was still able to leave an automated message on my cell phone to let me know that they " urgently need to talk to me about my account ''. I would really appreciate any help I can get to deal with these clowns.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am very frustrated with Nationstar Mortgage. I have tried repeatedly to get them to review my financial paperwork so that I can be considered for modification but continue to run into roadblocks. They have now set an auction date of XXXX XXXX for my home, which I have lived in for nearly 30 years. This is not right or fair. Our financial situation has steadily improved over the last couple of years and we know this could work if given the chance. Instead we are given excuses about how our paperwork was not received. After going through the lost fax excuse several times we began mailing our paperwork certified to verify it was received. Even when we had proof the documents were received by Nationstar, they still would tell us they did not have it. This is beyond frustrating. Why ca n't they assign us XXXX specific contact to handle our case? We talk to a different person every time. Why is the customer service so bad? It seems like they are overwhelmed and not capable of doing their job properly. This is my life and my home on the line here, and they should take it more seriously. I have worked as a XXXX in this area for over 30 years. When this loan was written I owned XXXX and also owned several XXXX. We were in a good position, and we refinanced this property in order to get some cash to purchase another investment property. However in XX/XX/2008 things got bad quickly. Business slowed down, and soon literally dried up. I went from a thriving and busy company XXXX to just one, ME, working part time. My wife, who worked as a XXXX at XXXX local resort hotels saw a huge decline in her income as well -- -less events, less people travelling etc.. We also were affected by the huge drop in value on our various properties, which prevented us from refinancing out of some of these problems. We lost XXXX of our apartment complexes to foreclosure, did a deed in lieu on another, etc. It was bad. At that time our loan was with XXXX XXXX XXXX. We tried to see if they would work with us on this loan, but could not get any straight answers regarding help and options to restructure or modify our loan. After the loan got transferred to Nationstar things had started to improve financially for us. We engaged Nationstar and were told to complete the financial package and fax the documents in for review. As explained above, we complied with their requests but on multiple occasions documents were lost or apparently never received. This excuse continued even AFTER we mailed things in with signature confirmation, so it all sounded a bit shady. I have been told that Nationstar is required to complete a review for all possible retention options based on my current financial status. My current financial status is good -- my wife is busy at her XXXX XXXX jobs, I am back to XXXX working for me and we have XXXX rental properties that generate income. We can afford a fair and reasonable mortgage payment, but we have not been given any options, in fact a review has never even been completed. We are not able to reinstate the loan in XXXX lump sum as Nationstar 's collection agents have suggested, but we can make a reasonable payment if they would work with us.
Company Response:
State: CA
Zip: 939XX
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar approved XXXX XXXX for a hamp 2 mod. Letter dated XXXX XXXX to begin XX/XX/XXXX. XXXX XXXX did not receive letter. I called attorney XXXX XXXX for copy. Got it XXXX XXXX. XXXX XXXX makes payments directly from her XXXX payroll. She had to instruct XXXX payroll of her new payment amount. This took 2 weeks for XXXX to process the new payment amount. Payment was to be {$630.00} XXXX payroll multiplied XXXX by XXXX then divided by XXXX to get the amount to be taken out every pay. Even though that amount would be less than the XXXX every month Nationstar actually got more than the XXXX every month for XXXX months. Nationstar received XXXX pays in XXXX. XXXX x from payroll datedXX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX in the amount of {$260.00} for a total of {$800.00}. Then payroll payments in XXXX XX/XX/XXXX & XX/XX/XXXX of {$290.00} totaling XXXX, At the end of XXXX Nation star received XXXX when all they needed was XXXX. Then payroll payments of XX/XX/XXXX & XX/XX/XXXX of XXXX totaling XXXX. So Nationstar did receive {$1900.00}, whereas they only needed XXXX by the end of XX/XX/XXXX. I do believe they met the HAMP trial plan payments, even though the payments were partial payments. The Permenters demonstrate the ability to make the payments and should therefore honor the trial plan payments and provide a permanent modification under hamp 2. Also there are checks made payable to Nationstar on XXXX checks from XX/XX/XXXX. XXXX needs a written authorization from Nationstar to void these checks and disburse money to XXXX XXXX This was requested on XX/XX/XXXX. Nationstar still has not provided that written authorization. Had XXXX XXXX received the written authorization she would have had the money to make the full payment herself instead of using the XXXX payroll to submit payments.
Company Response:
State: PA
Zip: 19125
Submitted Via: Web
Date Sent: 2015-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We filed a complaint against Nationstar a couple of months ago because they had failed to work with us or give us an opportunity to resolve our mortgage issues with them. We have now completed the initial review, and frankly we are very concerned with the way the servicing of this loan has been handled, specifically the failure to review the loan for capitalization modification, cap and extend modification, in house programs or even a repayment plan. It is obvious that this is an avoidable foreclosure and also obvious that we do not have the necessary funds to reinstate the loan in full. We have been told that the payment is so low in relation to my current income that we ca n't fit into guidelines to LOWER our payment. My XXXX issue is that Nationstar miscalculated the income. But going back to the initial issue, I know there are programs where they put the late payments back into the balance and the payment goes up. Why are they not looking at this program? Also they are claiming to use specific formulas to calculate my income and they are making errors. Also they have provided a property value that is nearly 20 % off from what all of the neighborhood comparable sales show. I am not sure why Nationstar wo n't be forthright and work with me towards resolving this issue1. Miscalculated income : The RMA that was submitted with my application listed a W-2 income of approximately {$4500.00} per month. That is based on my salary, and the guaranteed income that is received each paycheck. However, the Nationstar underwriter calculated the W-2 income as {$7100.00} a month. This does not add up, unless the underwriter is making the misguided assumption that I receive vacation pay, paid time off, bonus pay and recognition pay and holiday pay EVERY SINGLE CHECK. That is not the case. I have provided the same paystubs that were used to calculate the income that was used in the last denial. I would like a senior underwriter to review this taking into account my salary and guaranteed income, not occasional bonuses, vacation pay etc. 2. Inaccurate Property Value : Nationstar has somehow arbitrarily come up with a value of {$190000.00} for this property. However, there are XXXX comparable sold properties in my neighborhood with similar or LESS square footage and the average sale price is {$230000.00}. I have included a list of sold comparable properties with square footage and the sale price. Additionally, I have included a list of XXXX properties under contract in the same neighborhood, referred to as " comps '' and the average sales price of these properties is {$240000.00}. Based on these facts I assert that my current value is {$230000.00}, as opposed to the {$190000.00} that was calculated by Nationstar. Once again, I want to know why my loan was not reviewed for a capitalization modification or a repayment plan or even an in house program? Based on the documentation included in the Nationstar denial, their agents only looked at HAMP and HAMP Tier XXXX, even though I know these other programs exist. I am not sure why they are denying me access to these other programs.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We paid our mortgage payment over the phone and the rep applied a different amount to another person 's account out of my bank account! Then they called to let me know that our payment had n't been made. My mortgage payment was {$690.00}, they took {$1200.00} out of my bank account causing my bank account to overdraft and incurring {$140.00} in bounced check fees. I called numerous times and got the run around several times until I threatened criminal charges. The rep even lied to me stating the recording said my husband agreed to {$1200.00}. I was the one who figured out they applied it to another Nationstar account number. Then she back peddled and finally agreed to give us back the {$530.00} and I told her she needed to give us the {$140.00} in bounced check fees as well and she said she might be able to give me XXXX fee. I said no, she would give me all plus any more that would occur due to her delay. She refunded me the {$530.00} plus {$140.00} but in the delay in getting the funds, another {$64.00} was added in fees to my bank account. I faxed the bank statement to her and phoned her twice and left messages with absolutely no response in over a week. It 's only {$64.00} but it was n't our fault, it was Nationstar 's screw up. We want our money back!
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am trying to short sell my home. After losing my job and medical bills mounting up I did the responsible thing and put my house on the market. I have an offer submitted to the bank and they have since gone into my property and changed the locks. I do n't have access to adjust the heat or make sure there are no issues since my home is vacant awaiting sale. I have NEVER paid NationStar late. Never. In XXXX I was short on the mortgage. I was able to gather up XXXX of a months mortgage. They acted like I never paid them a dime. The calls started. The notice of intent to forclosure came in mid XXXX. I obtained a lawyer and we are working on a short sale. They acknowledge reciept and ordered and appraisal. But in the meantime they changed the locks. The XXXX agent had no way of accessing the property to do the appraisal. I feel they intentionally are causing delays in the process. They cut off my realtors lock box at a price of {$150.00}.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: The morgate company representative claimed their company could take over our taxes, and insurance payments, and we provide funds in escrow account. They never told us that once you do that you ca n't get out of payments to escrow in lew of payments for those things. They mis-representated themselves. I canceled their insurance and bought my own, they refuse to stop the escrow included in my monthly payments.
Company Response:
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XXXX XX/XX/2012, my mortgage was with XXXX XXXX XXXX and they sent a letter stating I neededto raise my flood insurance coverage. This caused a hardship and I found out from a mortgage company that because of the wording in my mortgage they could not raise this coverage. They would not listen to me when I spoke with them so in XXXX XX/XX/2012 I opened a claim with the CFPB - case # XXXX. With your help the issue was resolved and it was determined I did not need to raise my flood coverage. XXXX sold the servicing of my loan to Nationstar Mortgage. I have received another letter almost identical to the XXXX from my XXXX claim stating I need to raise my flood coverage. I have documentation to provide and am asking for you to once again review their request to determine its validity.
Company Response:
State: KY
Zip: 423XX
Submitted Via: Web
Date Sent: 2015-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes