Date Received: 2015-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Hello, after repeated attempts and interminable phone tree choices I have been assured that " the check is in the mail ''. I am to please understand that up to seven working days are needed to allow the check to arrive. the last check sent to to me by Nationstar actually bounced a week after depositing it in my checking account. I repaid my loan in full via electronic funds transfer on XXXX/XXXX/15. It is XXXX/XXXX/15 today. it seems like there are XXXX very distinct sets of rules here. XXXX set for me as the borrower with strict timelines and harsh consequences. and basically no rules at all and with no consequences for Nationstar. I would like to speak to a representative from your department at earliest opportunity. Thanks, XXXX XXXX
Company Response:
State: MN
Zip: 55060
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: XXXX XXXX XXXX WAS MY LENDER IN XX/XX/XXXX, BE FORE THEY SOLD MY MORTGAGE TO NATIONSTAR,, AND ITS BEEN 2YEARS AGO,, THEY NEVER TOLD ME ABOUT IT AND THIS COMPANY,,, I HAVE MADE MY PAYMENTS ALWASY ON TIME, THE PAYMENT BEFORE THEY SOLD MY LOAN WAS {$660.00} INCLUDING ACROW AND EVERYTHING,, AND NEVER HAD A PROBLEM UNTILL NATIONSTAR TOOK OVER, I NEVER NEW HOW OR WHAT HAS HAPPEND, BUT I FIGER THAT SOME LENDERS DO SELL THE NOTES, BUT I NEVER NEW THAT THIS COMPANY WAS A COLLECTER AGENCY, BUT THE ISSUE IS THAT EVERY MONTH THERE IS A DIFRENT AMOUNT ON MY MORTGAGE PAYMENTS AND DO N'T UNDER STAND WHY,, I HAVE CALL AND THEY HAVE TOLD ME THAT ACROW IS LOW, WHAT THE XXXX IS ACROW,, I MADE A FIX MORTGAGE FROM THE BIGINING INCLUDING ALL OF THAT ACROW THING, NOW ITS BEEN TWO YEAR IVE BEEN PAYING DEFRENT PAYMENT ON EXPLAN, MY MORTGAGE WHENT UP LAS YEAR FOR THE TAXES INCRISS OK,, IT WHENT FROM {$660.00} TO {$690.00} I SAID OK, I PAID THAT AMOUNT FOR TWO MONTH, BECOUSE ON XX/XX/XXXX FOR MY SURPRICE, THE DEFRENT AMOUNT STARTED TO ADD UP UN EXPLAIN, TO {$700.00} I PAID IT AMOUNT FOR 3 MONTH THE SAME AMOUNT, THEN ON THE THE XX/XX/XXXX THERE WAS A NOTHER DEFRENT AMOUNT UN EXPLAIN FOR {$810.00} WHEN I PAID MY MORGAGE ON TIME, THEN NOW IT WAS OK UNTILL XX/XX/XXXX A DEFRENT AMOUN OF {$760.00} I PAY IT AND NOW IN XXXX AGAIN THEY ARE CHARGING ME {$800.00} THERE SAYING THE ACROW IS LOW, WHAT ARE THEY HIDDING, THEY ARE JUST RIPPING US OFF, I HAVE SEND XXXX NOTES ON LINE BECOUSE OF THIS CITUATION AND GOT BACK ONLY XXXX RISPONDS SAYING, THERE ARE LATE FEES OF {$12.00} WHENT THE PAYMENTS ARE LATE, LIKE I DO N'T NOW THAT, THERE ARE CHARGING ME LATE AND ACROW PAYMENTS WHENT I HAVE FIX RATE! AND HAVE PAID ON TIME, I PAID THE XXXX OF EACH MONTH AND THE LATE PAYMENT STARTS AFTER THE XXXX, THEY ARE COLLECTER AND SINCE THEY CAINT RICED THE RATES THEY HIDE IN THE LATE AND ACROW PAYMENT TO RIP US OFF IN MORE MONEY, IF IT KEEPS RISING THAT WAY, I WONT BEABLE TO PAY,,,. I EVEN GET SCARE WHEN I AM GOING TO CHECK ON MY MORGAGE PAYMENT AND SOME OF THE PAYMENT ARE NOT EVEN POST IT ON LINE, WHEN THEY HAVE DEDUCTED FROM MY BANK, WHY DO THEY ALOUD THOUSE COMPANY TO DO THAT,, THATS VERY STRESSFULL, XXXX XXXX XXXX SHOULD BE SUE FOR SELLING OUR MORTGAGE AND NOT LETTING MORTGAGERS NOW, AND PUT US IN THOUSE PEOPLES HANDS TO MADE OUR LIFE MISSERABLE, I AM SO MAD AND FRUSTRATED. NEED HELP!!
Company Response:
State: MA
Zip: 01109
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: After sending a certified letter to Nationstar requesting the removal of PMI and hearing nothing back, I called Nationstar on XX/XX/XXXX, and was emailed a form letter to mail or fax. I filled out the letter, and as I recall, I faxed it to them. After hearing nothing back, I called Nationstar XX/XX/XXXX at XXXX to ask if they had received the letter. I have a record of this call in my cell phone history. From memory, I recall asking if they had received the letter, and recall that they stated they had received a letter, but it did not give permission to order an appraisal. I assumed they had received my XXXX letter, but not my XXXX, so I faxed in the filled out form letter again. We ( my husband and I ) also mailed it in XX/XX/XXXX, regular post. ( They have since acknowledged receipt of that request form on XX/XX/XXXX. ) We received no response to our request within the required timeline ( 30 or 45 days? ). We contacted Nationstar again on XX/XX/XXXX ( XXXX ). From memory, the person we spoke to apologized and told us we would be contacted to schedule the appraisal within XXXX business days. No contact was made. After getting the run-around, we began keeping more detailed records. Having not received any further notice about the status of our request, we called again on XX/XX/XXXX. At this point, we spoke to XXXX ( at XXXX, who said she would call back with an update on our status, but never did ) and to XXXX ( XXXX ), XXXX ( XXXX ), and finally XXXX XXXX ( XXXX ). Due to the long timeline of our request process to this point, XXXX XXXX indicated that he " respects [ our ] time '' and provided his personal phone number ( XXXX ) that we could follow up with him on the status of our request. He acknowledged that the original request was received XX/XX/XXXX. He told us that the appraisal would be scheduled " by XXXX at the latest ''. Having heard nothing for another 3 months, we left voice messages requesting responses on our PMI request on the number XXXX XXXX provided on XX/XX/XXXX, and on XX/XX/XXXX ( at XXXX ). We never received responses to these inquiries. On XX/XX/XXXX at XXXX, we began a call that lasted XXXX hour, XXXX minutes, in an attempt to get a response on the PMI cancellation request. XXXX answered after we spent XXXX minutes on hold. Based on the nature of our request, she transferred us to XXXX in the customer service department. XXXX acknowledged ( his acknowledgement is audio recorded ) that the request was originally received XX/XX/XXXX. XXXX in turn transferred us to the Lead Supervisor for the evening, XXXX. XXXX indicated that they would escalate the priority of the appraisal request associated with the PMI cancellation request. We expressed our concern that this was the response we had received XXXX months prior with no action taken since. XXXX also acknowledged the XX/XX/XXXX initial data of receipt of the cancellation request. She explained that the request had been delayed in XX/XX/XXXX because their appraisal department was awaiting a signed cancellation request. We explained, and XXXX confirmed her understanding of, the fact that the document that they were waiting on had already been received in XX/XX/XXXX. She reiterated that the request had been elevated ( to XXXX XXXX ) and stated upon inquiry that there was no higher authority that she could disclose to us to whom we might seek further answers. She offered the assistance of the loan department in getting PMI cancelled more rapidly. A quick conversation with XXXX illustrated that this amounted to simple refinancing, and that is among the last things we would want to do with Nationstar.
Company Response:
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My company, Nationstar, refuses to process my mortgage check in a timely manner and has only sent my XXXX billing statement, although I have been with this company for 4 months. It took XXXX days from the day that I mailed my check until the day that the company acknowledged that it received my payment. In the XXXX years that I have had a mortgage I have never, ever had a late payment. I had to cancel the check and pay over the phone. The company still has this check, and apparently can re-deposit it after XXXX year.
Company Response:
State: NC
Zip: 28803
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: Nationstar was negotiating a HAFA short sale with us. We received a full price offer and were waiting on XXXX tasks to complete as well as their investor approval. Nationstar failed to request the trustee sale postponement and it went to foreclosure without our knowledge last month. We are STILL processing a short sale with them even today! Agents will lose their commission after working for 4 months on this file, sellers lose relocation funds, buyers lose their new home! This should have NEVER gone to foreclosure!
Company Response:
State: CA
Zip: 92691
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: Several years ago, as a life-long XXXX XXXX XXXX customer, they sold my Home Mortgage to Nationstar Mortgage. ( I was given no say as to this being done. ) I am a XXXX Person receiving SSI, and as such I participate with XXXX County Texas ' " Property Tax Deferral Program ''. Much like those programs in other states, this allows our XXXX Taxes to be deferred until the property is sold or transferred to another owner. ( The combined accrued Taxes and Mortgage are less than XXXX of what this house would sell for, and that percentage is decreasing with each passing year. So there are no concerns for the county or Nationstar about getting their monies. I have never missed or been late on a mortgage payment either - Nationstar takes it out of my XXXX XXXX XXXX account each month automatically - so it will never be late or missed. ) The Property Taxes accrue with interest, BUT WITHOUT PENALTY AND WITHOUT BEING CONSIDERED DELINQUENT BY XXXX COUNTY - OR XXXX XXXX XXXX FOR THE YEARS MY MORTAGE WAS WITH THEM! XXXX XXXX XXXX was aware of this, had all of the necessary paperwork, and by Nationstar 's own admission transferred it all to them when they sold the mortgage to them. Again, XXXX XXXX XXXX had no problem with this Property Tax Deferral - and I never heard anything from them in the years that my mortgage was with them. A few months after they sold my mortgage to Nationstar, I got the XXXX of now a XXXX or so letters from Nationstar stating that my Property Taxes were Delinquent - which they are not, and threatening foreclosure if I did not pay them immediately. I called Nationstar, they admitted that there had been problems with the transfer of Mortgages from XXXX XXXX XXXX, they saw in their system that I was in a Property Tax Deferral Program, but that the actual paperwork, " had been lost or misfiled during the transfer from XXXX XXXX XXXX '' to them ... At their request, They spent several weeks trying to locate that paperwork - sending me the same foreclosure-threatening letters every few days in the meantime. After XXXX or XXXX of those letters, I called them again, and arranged to have the paperwork sent from XXXX County sent to them again. ( The woman at XXXX County laughed and said, " XXXX, this is about the XXXX time that I have had to do this for Nationstar in the last month. What is wrong with them? I 'll send them the info today, and no worries, your property taxes are NOT delinquent. ) A week or so after that, Nationstar confirmed that they had received everything they needed and had corrected the errors on my account, and that this would never happen again. Then last year at this time, the beginning of XXXX 2014, they began sending me the same " Delinquent Taxes '', foreclosure-threatening letters AGAIN on a weekly basis. AGAIN I called them, they were very sorry for the " erroneous letters '', and they told me that they had everything they needed, that I should not have received such letters AGAIN, and again told me that I would never get such letters AGAIN. BUT AGAIN YESTERDAY they began arriving in the mail ... I have a XXXX requiring weekly to monthly surgeries - hence my XXXX Status that Nationstar is aware of - they are even aware of the fact of my weekly to monthly surgeries. I am about to go through a series of weekly surgeries through XXXX. To have to deal with this harassment, ineptness, incompetence, maliciousness - by choice or carelessness, would seem to violate all sorts of Lending, Mortgage, Harassment, and ADA Laws. It is time to make Nationstar pay for this malicious choice or carelessness so that they learn from it - rather than brush their countless mistakes under the carpet, and repeat them over and over on a yearly basis. This will be a win, win for all involved, including Nationstar, in the long run, if they become a more efficient organization!
Company Response:
State: TX
Zip: 75069
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: My loan was purchased by Nationstar Mortgage LLC and they later stated that they did not have my home insurance escrowed as it was with the previous lender, XXXX XXXX XXXX. I had to pay my home insurance out-of-pocket. They took over a year to tell me that my escrow balance was deficient. My servicer agent told me he would call me back and let me know if I was eligible for assistance under any of the government programs ( ie. HAMP ) and did not. Next thing I received was a letter from their attorneys saying my loan was referred for foreclosure.
Company Response:
State: AZ
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: Cont'd attempts collect debt not owed
Subissue: Debt is not mine
Consumer Complaint: NATIOSTAR MORTAGE IS REPORTING FORECLOSURE AND JUDGEMENT ON MY EXPERIAN CREDIT REPORT SINCE XXXX.
Company Response:
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-07
Issue: Communication tactics
Subissue: Threatened to take legal action
Consumer Complaint: On XXXX XXXX XXXX received an e-mail from XXXX XXXX XXXX from Nationstar Mortgage stating they needed an updated award letter for my XXXX payments so they could complete my request for a modification.. I sent the document back by e-mail on the XXXX of XXXX. On the XXXX XXXX at XXXX I received a call from Nationstar stating that request for modification had been denied on the XXXX and that my house was in active forclosure but a sale date had not been set yet. I could avoid it by sending them {$62000.00}. Today at XXXXI received another call stating the same thing except the caller wanted {$54000.00}. This caller told me she was calling from the XXXX 's, no wonder we can never get ahold of our dedicated loan specialist. Since I was still engaged in my request for a modification on the XXXX of XXXX, How could they have gone through all the legal requirements in two days to have my house in active forclosure status, and be scheduling a sale? I believe that this an abusive tactic from Nationstar in violation The New Jersey Fair Debt Collection Act bill # S410 and the federal Fair Debt Collection Practices Act Pub L.95-109. I believe that this is an ongoing practice of this company and since they record all their phone calls they should be able to supply you with a transcript of these calls. This company should be investigated into their business practices and be made to be held accountable. I am in the process of contacting an attorney to initiate civil action against this company.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2015-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage will not remove the PMI on my FHA loan eventhough I have enough equity in the property.
Company Response:
State: CA
Zip: 91913
Submitted Via: Web
Date Sent: 2015-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No