Date Received: 2015-03-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We took out a reverse mortgage in XXXX XXXX with XXXX XXXX who sold to Champion Mortgage loan number XXXX borrower past away in XXXX XXXX and the non-borrowing surviving spouse has been trying to sell the home. In XXXX XXXX Champion sent the estate a payoff demand due to the death of the borrower. Per the terms of the original loan we believed there were 6 months for the sale of the property plus extensions if necessary. We sent in our notice of intent as instructed by Champion along with authorization as trustee of the trust. The home was initially listed on the market as for sale by owner. We talked to XXXX of Champion on XXXX/XXXX/XXXX after receiving their denial letter of XXXX/XXXX/XXXX. She acknowledged that we had properly complied and everything they needed was in the file. On XXXX/XXXX/XXXX we spoke with XXXX of XXXX regarding the letter of XXXX/XXXX/XXXX saying the request was incomplete but did not detail what was missing. XXXX resolved that we indeed current with all documents. Champion the letter again on XXXX/XXXX/XXXX yet it was the same request so per earlier conversation with XXXX they had this data. On XXXX/XXXX/XXXX we spoke to Champion and XXXX regarding their letter dated XXXX/XXXX/XXXX. He told us to submit another extension request if needed as the property was now listed with a Realtor and in the XXXX system. Accordingly before the expiration of our first extension we sent another extension request on XXXX/XXXX/XXXX. Following our request for the second extension we received a letter from Champion attorney dated XXXX/XXXX/XXXX and spoke with her XXXX/XXXX/XXXX. She was only taking direction from Champion or Nationstar. Not sure if transferred or not. Then we received letter from Champion dated XXXX/XXXX/XXXX denied our extension request as it did not have supporting documents. Earlier they told us they could see the listing via the XXXX so we did not send our listing agreement with the Realtor. Then we receive a notice of default from Nationstar dated XXXX/XXXX/XXXX and a copy of the NOD from the attorney recorded XXXX/XXXX/XXXX. Today XXXX/XXXX/XXXX we called Champion to get some resolution as to the extension and XXXX XXXX refused to speak with us as he told us we had not authority on the file. This after we have sent all the data requested, confirmed on several conversations. These guys are bullies trying to maligning the widow of an FHA insured loan whereby they have no additional risk.
Company Response:
State: CA
Zip: 934XX
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My mortgage loan servicer, NationStar, has repeatedly failed to process my mortgage modification requests. I have submitted EVERY requested or required document, in the time frame and manner requested by NationStar. Each time, NationStar has " denied '' my request stating that I did not submit the requested or required documents. However, this is false, and NationStar has never once identified any document that was missing or incomplete. Further, I appealed ( using the NationStar internal appeal " process '' ), and the appeal was denied, but the denial letter appeared to have been form-generated and contained no specifics about what information was missing or incomplete. NationStar has now filed a notice of default. I have told NationStar in writing on numerous occassions that I wish to resume payments to bring my loan current. NationStar appears to intentionally and deceitfully deny mortgage modification requests on the grounds of " incomplete information '' when in reality they have no intention of processing the request in good faith.
Company Response:
State: CA
Zip: 91320
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To whom it may concernXXXX XX/XX/XXXX XXXX XXXX XXXX sold our loan to Nationstar Mortgage. In XX/XX/XXXX we received notification that as of XX/XX/XXXX, we are to make our " regular '' payment to Nationstar Mortgage. We never signed any documents with Nationstar or anything. We were advised that nothing should change. So as of XX/XX/XXXX - XX/XX/XXXX all was fine. XX/XX/XXXX our payment goes up by {$200.00}. I start calling Nationstar to get some kind of assistance in understanding how is it that my payments are going up by {$2400.00} per year. The only response I am able to get is that " oh no ma'am, we did an escrow disclosure statement and that is what it shows. '' So, basically they do n't feel that they need to explain anything to me. I made at least XXXX phone calls and no one has helped me. I have made EVERY single XXXX of my payments on time ( see attached copies of each payment ). However, they show that we 2 months behind. Our credit is shot because of this. I am unable to get any supervisor to help me straighten this out. I manage to reach someone who seemed to want to get this resolved and for a month was actually corresponding with me via email ( see attached ). He referred this to a supervisor who is yet to contact me. I emailed him all of my figures along with copies of the checks that I returned back to Nationstar. Nationstar has no locations in California so I am unable to go into a branch to speak to anyone. We were sent escrow statements in this period of time. They are quite confusing. I created my own statement of what I have confirmed that Nationstar paid for us and what we paid to Nationstar. By my figures, we over paid Nationstar by {$5400.00}. I am attaching my own figure that I have also forwarded to them. We are at our wits end with this. Please help us get this resolved. Regards, XXXX ( XXXX ) XXXX
Company Response:
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: After expiring all my options with the mortgage company, I am writing this letter to you for your help in this matter. I think mortgage company is not working in good faith and doing unethical practices. I fell behind on my mortgage in last few months and been trying to catch up and have been in constant touch with Nationstar customer service department along with loss and mitigation department. Last month, in XXXX 2015, I called Nationstar 's customer department and asked for the total payoff so I can payoff the loan, however due to financial hardships on my side I was not able to pay it off and asked for an extension. XX/XX/XXXX I called again and talked to a customer service rep and told them that I am going to pay off the past due amount or if they can send me the total pay off amount I will try to pay off the whole loan amount..Furthermore I asked them if my loan is still current and there is no legal action on it. I was assured by the rep, that there were no red flags on my account and it was not going into foreclosure and I am good to pay by XX/XX/XXXX. XX/XX/XXXX, I got a letter from the third party collection agency ( XXXX ) that my loan has been transferred to them and is under trustee 's sale. I called XXXX and was told that I need to call Nationstar for them to take their case back. I called Nationstar customer department again and was transferred to Loss and Mitigation department, I explained to them what I was told by their customer rep XX/XX/XXXX and was told by the customer rep that I was good to pay by XX/XX/XXXX without any legal action on my account., however they were very rude and refused to help me. Nationstar litigation department also told me they were charging me extra {$1100.00} plus {$400.00} late fees on top of third party 's collection fee. I tried to talk to various reps in that department to solve this issue however I was met over and over again with rude reps, refusing to help me, I even asked to talk to a supervisor and was refused first and then was put to his voice mail, his name XXXX, left him XXXX messages between XXXX XXXX XXXX, however no response. Few days before that, I asked their department to send me a copy of total payoff and they told me I will have it within XXXX hours, however I never got anything, I called again, and now I was told it will take 7 -10 days. I begged their department to send me that payoff and remove the legal charges because the longer I will wait for the payoff the more legal charges are getting accumulated. However again, they failed to help or address these issues and Oh my god they were rude. Today, XXXX/XXXX/15, i got the payoff details via email after calling bunch of different reps and getting different answers from each one of them. After expiring all my efforts to solve this matter with their customer service department and especially loss and litigation department, I am writing this letter to XXXX office for their help and to stop their unethical practices and charging me extra legal fees when I was clearly told by them that if I am paid by XX/XX/XXXX there will be no legal action taken on my account. I am reaching out for your help in this matter. I do understand that I am late in my payments and I am making a full effort to bring my account to the current status. To prove that I have worked in good faith with Nationstar to bring my account to current status I have put in several calls to Nationstar in last couple of months and kept them updated with progress on my side. I even told Nationstar that I accept late fees on my account since I was late in paying my payments however they need to remove the legal charges since I was told XX/XX/XXXX that My account has no red flags and I have till XX/XX/XXXX to pay it off. The legal charge third party is charging me is around {$630.00} and on top of it Nationstar is charging me {$1.00}
Company Response:
State: AZ
Zip: 85254
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Champion Mortgage is not processing a short sale request in adequate fashion.
Company Response:
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Almost impossible to reach anyone on phone. HAVE NEVER RECEIVED MONTHLY STATEMENTS BY MAIL. No one seems to be able to get our zip code right. Have not received our tax form. Somehow threatening letters, however, get here. Can not ascertain payments due to sloppy customer service.
Company Response:
State: MA
Zip: 02186
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: This isnt my debt
Company Response:
State: TX
Zip: 77075
Submitted Via: Web
Date Sent: 2015-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Nationstar denied loan modification for property that was purchased XXXX XXXX with XXXX who was in process of beingsued for " preditory lending '' and filing for bankrupcy in that very month and year. Nation Star Mortgage eventually gained control of our mortgage from XXXX. There is a break in the chain of title of & gt ; the mortgage. MERS transferred the mortgage to Nationstar on & gt ; XXXX XXXX, XXXX, but before that on XXXX XXXX, XXXX Freddie & XXXX XXXX Mac owned the mortgage & gt ; ( please see attachment from attorney XXXX XXXX that I havesubmitted for complete information on this. ) Further, The process for " loan modification review '' lasted from XXXX XXXX XXXX, XXXX while the foreclosure process was moving along and is now is the final stages of the Judiciary process. I feel that Nationstar did not act in a timely manner and is not following guidelines for a fair loan modification on this property. Reason for mod denial is that the " delinquent amount due '' is too high to produce a lower mortgage when that amount has been increasing steadily as the loan mod review has taken so long. Nationstar regularly asked for documents, and then when those were in, found more documents they needed ; documents that had " timed out '' while Nationstar continued to request new documents had to be resubmitted. The process would begin again for review ; the request for additional documents would come XXXX by XXXX as the time ticked away and the " review '' could notbe completed yet! I worked diligently with Nationstar to complete the " Borrower 's Packet '' and qualify for a Loan Modification. I do n't feel that they have worked to meet my needs in a timely fashion and may not have followed the correct guidelines for a Loan Modification on my behalf. There also seems to be some illegal activity around my account, per the documentation that I have provided in an attachment from Attorney XXXX XXXX. A Sale Date is certainly immanent now on this property. Though XXXX XXXX has given me some council on this matter, he is not currently my attorney. I am working with Legal Aid of Hawaii now to hope to stop the foreclosure. Their resources only allow for Loan Modification assistance. Without immediate attention to this matter, Nationstar will likely foreclose on my property, as there was a sale date of XXXX XXXX, XXXX which was " post-phoned '' by the XXXX Commissioner while the Loan Modification Denial Appeal Review was in progress. My appeal for Loan Mod. Denial was denied today, XXXX XXXX, XXXX. I am XXXX years old. I purchased this property for my children and grandchildren. I would like to keep this property if at all possible. thankyou. .
Company Response:
State: AL
Zip: 35805
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage will not contact me to discuss my escrow account, nor can I reach the escrow division when calling via the main number. I wait to hear each prompt, press buttons, and still get a basic customer service representative that can not help me. I spent three hours on hold last week. This week, I tried again with no success and started emailing for help. On XXXX, a customer service representative said that he could give me a number that would connect to escrow, but it was the main Nationstar number, not the mortgage number I have. It took me longer to get through the prompts without any help. Nationstar emailed me back today and said they could not help me with the information I gave them ( basically my account number and information plus complaint was not enough to have someone finally call me from the escrow department ). They also said that their records indicated that on XXXX a representative already address my concerns, but that was the gentleman that gave me a different phone number because he could n't help me. Nationstar 's escrow analyses tend to hit very high, and I want to discuss the findings of the last analysis from XXXX XXXX. I also have concerns over their request for a XXXX form. At first, I thought the document was a scam. After many phone calls, I was told to send in the form. The letter connected to the XXXX request ( which asked for my full social security number ) threatened monetary punishment if not mailed back to them. I believe they were going to garnish my tax return. The SS # was in bold letters, and could be seen through the return envelope. I truly thought it was an attempt to steal ID. After many phone calls, and an email from Nationstar claiming the validity of the document, I wrapped the completed form in paper, and returned in my own envelope which was not transparent. If Nationstar had my full SS # on file, why would they have me sign a new XXXX Form?
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2015-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We fell behind in our payments back in 2014 following a really unreasonable modification. The modification was over {$1300.00} and placed our loan into 40 years. At XXXX years old we will never live to pay this off. A few months after the modification the payment went down to {$1200.00} a month. We fell behind XX/XX/XXXX due to the fact I am having health problems and my medical condition is on going at this time. We also lost about {$400.00} a month in income due to family members moved out of the home, in which they where contributing to the household at the time. We received a notice from the mortgage company Nationstar that we had to have in a payment just over {$2000.00} by a date in the letter in XX/XX/XXXX. We contacted our point of contact person XXXX XXXX and informed her we where having difficulty and that we needed more time. Again we contacted our mortgage company and the man that answered the phone told us we had to have in over {$4000.00}. We informed them we did not have that much but could make a payment and where awaiting our tax return. Within a week the amount went up to over {$7000.00} and they turned the account over to a lawyer for collection and foreclosue precedings. We have attempted since XX/XX/XXXX to make a payment in order to get caught up but they will not take any payment, in order to help us out. Now we can not even get a response from XXXX XXXX at Nationstar or the law office they sent the account to for collection. In the meantime we are just getting further and further behind. We where not looking for another modification just a forbearance to get us time to get our finances back on track. We did get a letter from someone at Nationstar that handles compliants but that only puts the side of the story out that tells how we are behind. How they says they are out to help us and wo n't even return our calls or talk with us. Feeling stressed out due to we have a son with a XXXX and fear we will be out on the streets.
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No