Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My home is on XXXX parcels of land. The first year I lived in my home, I mailed all XXXX real estate tax bills at the same time to my mortgage company, as I have an escrow account and they are supposed to handle those bills. Flash forward to XXXX XXXX of this year, when I received XXXX delinquent tax notices in the mail! I called Nationstar to ask why they paid for XXXX parcel when I own and sent them XXXX. I was asked to fax the delinquent tax notices to them directly, which I did on XXXX XXXX. I was told it would take XXXX-10 business days to be handled. By XXXX XXXX, I had not heard an update so I called back. I was told they contacted my tax collector and she said all my taxes were up to date. So I called the tax collector to confirm this and was told that they only contacted her about XXXX of the XXXX parcels, and it happened to be the one that was paid. They did not ask her about the other XXXX ( unpaid ) parcels, but she did tell them that there were XXXX parcels total and only XXXX was paid. I called back a 3rd time to let them know that they asked my tax collector about the wrong parcel. I 'm not sure why since they were faxed the XXXX unpaid parcels and never once was the paid parcel number even mentioned. A woman named XXXX had me on the phone for 40 minutes supposedly taking care of the situation. She was given the XXXX unpaid parcel numbers multiple times. I asked if the mortgage company would be paying the additional fees and penalties, being that this was their mistake, and was told that they would. XXXX said she sent out requests to inquire about the XXXX unpaid parcels and that she would call me on XXXX XXXX to give me an update. After NOT receiving a call with an update on XXXX XXXX, I called them again on XXXX XXXX. XXXX got the whole story again, put my information into the system, and proceeded to tell me that there are only XXXX parcels listed in my file, not XXXX as they have been told REPEATEDLY that there are. XXXX said she put in the request to confirm the third parcel ( even though this was supposed to have been done already by XXXX previous people ), and said I should call her back on XXXX XXXX to confirm that everything was verified and the taxes are being paid.
Company Response:
State: PA
Zip: 179XX
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We have been paying our mortgage on a biweekly basis sending over half a payment at a time for several years without any problems. XXXX XXXX sold our loan to Nation Star mortgage and we continued to pay biweekly. Nation Star began sending letters saying that they put our partial payment into a " suspense account '' until the remainder of the mortgage payment was received. The letters were regularly inaccurate saying we owed double our regular payment at times. We contacted Nation Star regarding these letters and were told to disregard their collection letters that our payments were current. We continued paying biweekly and ignoring their constant harassing daily collection calls and inaccurate monthly letters telling us funds were in suspense showing inaccurate amounts owed. We have since found out that Nation Star has reported to credit bureaus that we are delinquent on paying our mortgage payments causing our credit scores to drop over XXXX points. We have contacted Nation Star to have them review our account and were told they are right ; we are delinquent and owe them money. After protesting and attempting to go over our recorded payments since they took over our loan in XX/XX/XXXX, I was rudely told I can fax them information of our payments for them to further investigate. I printed my credit union 's records of payments for a year, and faxed the information to the Customer Service Rep XXXX XXXX with the fax number she provided on Friday XXXX/XXXX/XXXX. We attempted to follow up with Nation Star on Tuesday XXXX/XXXX/XXXX to verify they have received our fax and have not received a return call. This is unacceptable to us. In error I sent a double mortgage payment via ACH in XX/XX/XXXX in the stress of this situation. I requested to have the extra payment returned to my checking account, but of course Nation Star will not return my money since their records show I am delinquent.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a mortgage with XXXX XXXX XXXX from XXXX XXXX through XXXX XXXX. XX/XX/XXXX, I sent in my mortgage payment to XXXX and they said it was {$5.00} short so they sent it back. I never received it. The confirmed I did n't receive it and never cashed it as they sent it to a " holding '' department that does n't exist on my end. Since that day and prior, I had been making mortgage payments on time and had no idea they starting docking me 30 days late since that payment. XX/XX/XXXX they sold my mortgage to Nationstar. I did n't receive any information from XXXX regarding the sale and for XX/XX/XXXX and XX/XX/XXXX, I paid XXXX. XX/XX/XXXX I finally realized my payments should be going to Nationstar so I made my first payment to them that month. I have documentation of proof of payment to both institutions dating back to XX/XX/XXXX. Nationstar is docking me 30 days late for the months of XX/XX/XXXX-XX/XX/XXXX because of the payment that was " sent back to me ' from XXXX. Their explanation for the lates are they purchased the mortgage from XXXX and purchased all of its history too. Well not knowing my payment was sent back, I had no idea this was taking place. I am now not able to get a mortgage since I have all those 30 day lates and to top it off, they added a 60 day late in XXXX of XXXX. I have disputed this with the institutions and their comments back are " our records are correct and no adjustments are warranted ''. I then submitted all my documentation to the XXXX bureaus and based off their investigation gave me credit ( removed XXXX 30 day lates ) for XX/XX/XXXX and XX/XX/XXXX? How and why just these two months i have no idea. I showed proof of payment for the last 2.5 years. Nationstar has me 30 day late XX/XX/XXXX, 60 day late XX/XX/XXXX and 30 day late in XXXX and XXXX in XXXX? How can this make sense to anyone? I have tried to contact nationstar for the last 5 months and have got NO help in regards to explanation other than they purchased XXXX history. Every time I call I get a different person who has no idea why I am being docked late. I was given the name of " a manager '' I needed to EMAIL all of my documentation to and would get a response in 30 days. That was over 45 days ago. I have send numerous emails to this individual in the course of 45 days and have gotten ZERO feedback. I need some serious help with this issue as it 's preventing me from getting a new mortgage.
Company Response:
State: TX
Zip: 77539
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage withheld money from my monthly house payment to fund an Escrow account from which they are to pay property taxes. They used the funds from my account to pay taxes on someone else 's property - landing me in collections with the XXXX County tax department. They have since paid off the collections, but are showing the additional amount as being part of my payoff amount ( meaning they are charging me XXXX for property taxes ). When my attorney and I have requested that they update the payoff since it was not my error, they are not helping me. They have told me they have to wait for the refund from XXXX County. When I contacted XXXX County, they advised me they do not refund mortgage companies for issues such as this. They said the mortgage company has to request the funds from the owner of the property that they erroneously paid. Nationstar is now saying they did not make a mistake. My attorney has documentation showing the issue and that I am being penalized for this, which is making it impossible for me to refinance my loan to a lower interest rate ( this is how we noticed the issue ). I have spent literally hours trying to get this resolved - many times being disconnected and given incorrect call back numbers or numbers that route to the wrong department. I also gave each of the representatives my call back number and no one has called me back. I left several messages with XXXX in the tax department and she never returned my calls. I want to move my loan from this company ( which could be accomplished through a refi ), but they are showing me as owing {$6000.00} more than I should, which means I would have to come out of pocket and hope for a reimbursement at some point.
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am a Successor - in -interest to a property located in XXXX XXXX California XXXX The mortgage on this property is currently in default primarily because of the lender 's inability to renegotiate with me. I have received notification that there is going to be a foreclosure on it. I have since been contacting the Lender to reinstate the delinquent lien, but or no one wants to talk with me. I will be put on hold for a long time, and when someone eventually comes to talk, it is the same, they will find a reason not to work anything out with me. It is frustrating and I think that they want to find a way to sell this property from under me.
Company Response:
State: CA
Zip: 92555
Submitted Via: Web
Date Sent: 2015-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Foreword Explanation : I am aware my husband, XXXX XXXX, has already filed a similar grievance this morning but I am more familiar with the details because I often pay the bills and keep records of payments and updates. I spoke to XXXX and he agreed that we should add this complaint because it is important for you to understand the history and the reasons why things turned out the way they did. What Happened : We believe Nationstar Mortgage set us up to increase our monthly payment from {$1200.00} to {$1600.00} in order to mark our loan as delinquent and proceed to collect on the Non-interests Bearing Principal Balance of {$86000.00} knowing this is a significant amount of cash we have to produce immediately hoping we ca n't so move to proceed with foreclosure and possession of our condo. In XX/XX/XXXX, my husband applied for and was granted a loan re-modification by XXXX giving us a stay on the {$86000.00} amount to reduce our payments to prevent foreclosure and to save our mortgage. XXXX XXXX XXXX was the server who immediately sold our loan to Nationstar. From the get-go, Nationstar showed their true colors by increasing our payments immediately by about $ XXXX/month. I called daily until I found someone senior enough and honest enough to tell me there was no reason for that increase. This meant we had a surplus payments of {$120.00} which we agreed I could deduct off our monthly pays until that amount was equalized. However Nationstar continued to send us statements with late fees and interests added for 1 ) not paying the additional {$35.00} and 2 ) for not paying off the late fees and penalties in every statement. Needless to say, Nationstar wrapped up our time, days and months with their subterfuges of " Yes, you are right, we will take off the charges '' to still sending the same statements and increasing charges, fees and interests. Finally after many months of persistence Nationstar finally admitted they paid off the {$120.00} toward our Non-interest Bearing Principal Balance of {$86000.00}. I reminded them this balance was to be left as is and any payments toward this balance is not part of the signed agreement. This is our first encounter Nationstar desires to get this unpaid balance off their books one way or another. I checked up on our escrow history before writing this letter to write this summary. In XX/XX/XXXX, our escrow was off balance by a few hundred dollars. By XX/XX/XXXX, our escrow was in the minus of {$1500.00} and by now Nationstar has increased our monthly payments from {$1100.00} to {$1200.00} to {$1200.00}, they intentionally did not actively alert us nor adjusted our escrow enough to make up for this deficiency. Our only constant are the daily phone calls from the XXXX of the Month to the date they received our payments telling us we are late transforming these calls into a constant harasser since we knew payments were already made. In XX/XX/XXXX, I received a notice from Nationstar that our monthly payments for XX/XX/XXXX will be {$1200.00} which I immediately put into our online recurring payments. In XX/XX/XXXX I opened a letter stating we are in serious delinquency with Nationstar. I checked that all payments were made in timely fashion and then called them. This was the first time I realized our payments went up because our escrow doubled in XX/XX/XXXX. I told XXXX of XXXX TX to send me a breakdown of the year-end escrow immediately as I never received one at year end. The papers did not come until XX/XX/XXXX. As of this date, we have a shortage of {$3200.00} in escrow. We believe Nationstar have worked out how they can make us fail by creating a situation where our escrow becomes an insurmountable shortage triggering a substantial increase ; and by not alerting us to the increase in advance, created a superficial default which now has triggered the {$90000.00} demand for immediate payment. We know because we just got this demand letter last ni
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes