Date Received: 2015-04-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage breached our contract by ( 1 ) making tax payments when no escrow account existed, and ( 2 ) increased the monthly payment when the contract states this can not occur. ( see HUD-1 page XXXX ) Nationstar declined my request to remove the escrow account they applied after more than a year of no escrow ( see XXXX XXXX letter in attached Payment Docs ). Nationstar claims I owe them {$6900.00} for a tax payment in XXXX. Their employee XXXX XXXX confirmed my payment was received first and that Nationstar will receive a payment refund for being second payment made. ( see cashed checked in Payment Docs ) Nationstar has not accounted for a {$15000.00} Escrow payment made at closing ( see page XXXX of HUD-1 ). Nationstar did make the XXXX Tax Payment of {$6900.00} before me. My check was returned by the state ( see Payment Docs ). This means Nationstar still holds {$8400.00} of my escrow funds ( {$15000.00} - {$6900.00} ). Nationstar demonstrates gross accounting negligence with inconsistent monthly payments. Payments XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX {$62000.00} Yes, they billed me $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXXX/XX/XXXX $ XXXXThe attached resolution letter was provided by Nationstar to my initial compliant to the CFPB. They closed the dispute as resolved. I continue to make the contracted payment of {$1500.00} on-time each month. Nationstar claims I am over 49 days past due and have submitted my name to debt collections. In summary, I am seeking a return to no escrow and a {$1500.00} monthly payment as agreed upon in the contract.
Company Response:
State: UT
Zip: 84092
Submitted Via: Web
Date Sent: 2015-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-01
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I submitted documents for a loan modification to Nationstar. Every XXXX months I would receive more loan modification packages to fill out. I would fill them out and submit them as requested. I was assigned a XXXX. I have never spoken to her because each time I called her at Nationstar, I was told they could not transfer calls. XX/XX/XXXX my home was bought back by the bank at an auction. I contacted Consumer Affairs, Nationstar said it would take XXXX days for them to respond. XX/XX/XXXX I received an email from Nationstar telling me my modification was denied XX/XX/XXXX. I did not receive the letter. I have called Nationstar on numerous occasions to inquire about the status of my modification. No one told me that I had been denied the loan modification. I want to keep my property and get a loan modication. What can I do to keep my home?
Company Response:
State: CA
Zip: 92506
Submitted Via: Web
Date Sent: 2015-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I needed to change my last name and get my Deed of Trust updated. I have called this company many times and spent hours on the phone, as well as faxing and emailing supervisors from their website as well as from my email. I have sent in the same information many times. The people they have in their call centers have no idea what they are doing. Typically the wait is over XXXX minutes and you get transferred many times and hung up on. Today I received a letter stating that they received my death certificate and they send their condolences. I assure you I am not dead. I am very frustrated that I can not get this issue resolved and it has been many weeks of frustration. I need to have my deed of trust updated so that I may update my grant deed and titles for my property and property rights.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage is impossible to get on the phone. They send me letters and ask me to call my loan specialist. I call and ca n't get thru. They ask me if I want them to call me back after keeping me on hold for a long time. I give them my number. When they call, this line instantly goes dead. They post that their customer service hours are XXXX to XXXX Mon thur either Thursday or Friday ( they have listed both versions in different letters and on their website. But when I call after XXXX XXXX, I get a recording that they are closed for the day. But it 's XXXX XXXX ... they are supposed to be open for another XXXX hours. Unless the central time they are talking about is in XXXX. I am behind on my mortgage and struggling to keep up, but when I have money to send them, why do they make it so XXXX hard to call and make a payment on the phone?
Company Response:
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We submitted a short sale for unit XXXX in the XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX back in XXXX 2014 to Nationstar Mortgage, XXXX XXXX XXXX XXXX, XXXX, TX XXXX. This company has been very uncooperative and made us resubmit the same paperwork multiple times, while not performing their due diligence, making it impossible to conclude the sale of the unit. They created a paperwork nightmare and forced us to auction the unit knowing in advance that the property would not fetch a better offer. Consequently, the buyer is prepared to retract his offer which already happened in unit XXXX located on the same building which had a similar offer and is also owned by the XXXX owner. Nationstar Mortgage is responsible for the offer of unit XXXX to be annulled and is also responsible for the offer for unit XXXX to be on the verge of being annulled. We are not sure why they creating all these barriers as we worked with them in good faith. Please help us to speed the process and asked them to stop playing these games. Thanks, XXXX XXXX ( owner ), XXXX XXXX ( 3rd party ), XXXX
Company Response:
State: FL
Zip: 33431
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I refinanced ( closed ) my VA home loan on XXXX XXXX, 2015 with XXXX in good standing. XXXX became my new lien holder and funds were wired to XXXX on XXXX XXXX, 2015 from XXXX to XXXX. XXXX sent payoff to Nationstar Mortgage on XXXX XXXX, 2015 but transferred loan servicing to XXXX. I paid my XXXX bill to XXXX and then started receiving notices from Nationstar that my loan was past due. I 've attempted to contact all parties involved without success. My last request on the phone and written was to Nationstar asking them if payment has been applied to the loan and/or my unapplied balance - the answer is no. Neither has been responsive in the past 10 business days to my request. Since then I continue to receive threatening phone calls from Nationstar as well as foreclosure notices. Nationstar is also holding my escrow account which needs to be refunded to me. I need help!
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We paid off the mortgage of our house to Nationstar Mortgage on XXXX XXXX, XXXX. After multiple visits and calls to their office, XXXX County clerks insist that they have not received the Release of Lien letter from Nationstar Mortgage yet and the loan is still under our names in the county 's records. XXXX County does not accept any XXXX copy of the Release of Lien and they need the original one from Nationstar Mortgage. In addition, the status of loan payoff is not being reflected in the MERS system ( still shown as of XX/XX/XXXX and XX/XX/XXXX, when we refinanced it XXXX. The Director of Real Property of XXXX County advised me that they ( the county ) can accept an original certified Release of Lien letter to be sent by Nationstar Mortgage to me and I can then submit it to the county to negate the loan ( see the communications embeded in the attached file " Complaint to NSM - XXXX '' ). They showed me similar letters from different financial institutions and emphasized that there is nor problem with sending such a letter to the borrower. I made over XXXX ( XXXX ) phone calls to Nationstar Mortgage and sent XXXX ( XXXX ) emails and XXXX ( XXXX ) signed letters to their Customer Relation Department along with the emails from the Real Property Director of XXXX County requesting the original certified Release of Lien letter. Despite all of the above, unfortunately, Nationstar Mortgage keep sending the same machine generated ( XXXX ) copies to me over and over and the county clerks keep rejecting that. XXXX additional identical copies received yesterday. Supporting documents are attached. We, my family and I, are stressed out with this issue and we desperately need your help to resolve it as soon as possible as I will be deployed overseas soon. It is so frustrating that after months of paying off the mortgage, our house registration is still in limbo. Looking forward to hearing from you
Company Response:
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-31
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage is currently servicing the note for my Pay Option ARM loan. It was originated by XXXX in XXXX, sold to XXXX XXXX XXXX, then sold to Nationstar. My complaint is this company is knowlegable that they are sending inaccurate loan statements for this loan and is doing nothing to resolve the problem. Last year I began receiving inaccurate loan statements beginning with the XXXX XXXX, XXXX statement which coincides with an annual loan interest rate review and loan amount recalculation. Specifically, the printed loan payment amounts of Options XXXX,XXXX,XXXX were the same amount with different consequences. I initiated a payment amount correction inquiry with the Research Reference number XXXX which resolved the XXXX loan statement error within 30 days. A few weeks ago I received an inaccurate loan statement for the XXXX XXXX, XXXX statement with the same issue. After spending several hours on the phone with customer service reps who were not able to provide accurate information or were unknowledgeable about the existence of a special loan services department within Nationstar mortgage, and asking them to correct the loan statement problem in their computer system and not having a remedy, I feel the need to file a complaint to the federal government regarding this company 's unwillingness to correct the problem of sending out inaccurate loan statements for this pay option ARM loan. After several hours of inquiry, I was informed that XXXX in Special Loans, extension XXXX was the key person that handles these loans.
Company Response:
State: WA
Zip: 98177
Submitted Via: Web
Date Sent: 2015-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-30
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My father passed away last summer and I have been trying to sell his house in a short sale because he was so upside down as he carried a mortgage with Nationstar and XXXX XXXX. His home was deeded to me - I live next door to him in a neighborhood where homes are being stripped and crime is high. We have a buyer for the home and she has been in active nego with Nationstar. The auction is set for tomorrow, XXXX XXXX and the realtor requested to push it out over 2 weeks ago. A broker from Nationstar did a walk through on XXXX the XXXX and now we learn that the house is going to auction???? what is up with this company? My father was XXXX years old when he died and somehow he was owing {$XXXX} on a home valued now at highest {$90000.00} - I really feel that he was taken advantage of and agreed to anything to keep his home or lower payments??? I do n't know?? I do know that if the bank owns the house and the renters move out that the house will be stripped and vagrants will move in and drugs etc. will happen right next door to me. I only wanted the chance to keep my family safe and my own property value up. There are so many houses in this neighborhood that have been abandoned. I have young grandchildren that I care for and the thought of them being subjected to the potential crime has created so much stress on my husband and I.
Company Response:
State: AZ
Zip: 85019
Submitted Via: Web
Date Sent: 2015-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-30
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I haved lived in thos house for 7 years+. Every year my mortgage goes up and XXXX Mortgage says its because of escrow. When we moved in the payment was 570.00 dollars and has went up like five or ten dollars every year. We get letter this year it has went up to XXXX when will it stop? we almost cant afford the increase!
Company Response:
State: OH
Zip: 44319
Submitted Via: Web
Date Sent: 2015-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No