Date Received: 2017-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan is currently being serviced by XXXX XXXX. A lender/servicer can not collect on a debt that is transferred during the default of the loan. Additionally, the main issue is that the beneficiary of this loan is XXXX XXXX XXXX XXXX, whom was never registered in the State of California to do loans. Because they were never registered in the State of California the Deed of Trust shall be void ab initio. My violations as a homeowner have been severely violated at this point and XXXX XXXX has failed to reach out to me nor provide me with the opportunity to explore my options.
Company Response:
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2017-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Nationstar is foreclosing on my home. In XX/XX/XXXX, Nationstar refused my payment to bring my account current. One of the reasons I was given was that after a 3 month trial for a modification, the final paperwork was never signed. In XXXX, and after Nationstar still accepted a payment without those papers being sign, I asked that those papers be emailed to me so that I could sign them. They were not. Had Nationstar sent those papers, via email, as I requested, accepted my payments, in XXXX, my home would not be in jeopardy. I have applied for a modification twice since XX/XX/XXXXand twice been rejected. As per legal advice, I have requested by email ( XX/XX/XXXX ) documents related to my account. Nationstar has not responded. I have also sent by certified mail, Request for Information forms ( RESPA ). It has been over 30 days and Nationstar has not responded. My home should not be in foreclosure. This entire situation has continued to have an adverse affect on my physical and emotional health.
Company Response:
State: NJ
Zip: 07110
Submitted Via: Web
Date Sent: 2017-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In approximately XXXX the mortgage on my home was sold by XXXX to Nationstar Mortgage. The mortgage was ONLY in my XXXX 's name. I was NOT on the mortgage. On XXXX XXXX, XXXX, my XXXX refinanced the mortgage to take advantage of a lower interest rate and lower monthly payments. He was contacted by a representative of XXXX XXXX who advised they would be handling the refinancing for Nationstar. The representative came to our home with the closing documents for my XXXX to sign. The representative stated that XXXX XXXX required that he have me, as spouse, sign some forms affirming I was legally married to my XXXX. He further stated the signing of these documents would in no way obligate me to be responsible for the payment of the mortgage, it was just a formality. He also advised that within XXXX days of XXXX XXXX, XXXX, XXXX XXXX would transfer everything back to Nationstar and the relationship between my husband and Nationstar would resume as it was prior to the refinancing. Approximately 30 days later, my husband received a letter informing him the transfer back to Nationstar had taken place, and he again began receiving monthly billing statements in his name only from Nationstar. Over the course of the next several years whenever Nationstar would call our home to speak with my XXXX, should I answer the phone and offer to assist them ( in the event my XXXX was unavailable ) I would be told they were not authorized to speak with me because I was NOT on the mortgage. In XXXX XXXX, my husband XXXX XXXX suddenly. I contacted Nationstar and advised them of my XXXX 's XXXX. They stated they were no authorized to speak with me about the mortgage, because I was NOT on the mortgage. I was unable to keep up the mortgage payments on my own. My attorney attempted to speak with them, but to no avail. On XXXX XXXX, XXXX, my attorney forwarded a letter to Nationstar requesting a history of the loan. On XXXX XXXX, I received letters addressed to my XXXX and XXXX to me from a law firm, XXXX informing me of foreclosure proceedings with the auction of my home set for XXXX XXXX, XXXX. The letters were dated XXXX XXXX, XXXX, XXXX days after my attorney requested a history of the loan. I have been unable to get any response from Nationstar as to how it is I was never on any mortgage with them, they always refused to talk to me, and now they are foreclosing on my home against me on behalf of XXXX XXXX, who was only supposed to be handling the closing of the refinancing back in XXXX. It is my complaint that Nationstar and XXXX XXXX have engaged in certainly unfair, and perhaps unlawful, practices in regards to their handling of the mortgage. My deceased XXXX and I were mislead and deceived by Nationstar and XXXX XXXX. And, to add insult to injury, they have refused repeated attempts to communicate directly on this matter.
Company Response:
State: AL
Zip: 366XX
Submitted Via: Web
Date Sent: 2017-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX paid in error 2 years in a row. I have called and emailed twice this year. Last year the same and told it would be taken care of. I am due 2 years flood back pay. The flood is part of hoa, XXXX floods not needed.
Company Response:
State: FL
Zip: 32256
Submitted Via: Web
Date Sent: 2017-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have always had a problem getting hold of the assigned Dedicated Loan Specialist assigned to our Home Mortgage account first with Nation Star and after renamed Mr. Cooper. I had XXXX XXXX at first with Nation Star, and I called him at least on eight occasions : XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX/XXXX/XXXX @ XXXX ; XXXX XXXX XXXX, and XXXX/XXXX/XXXX @ XXXX XXXX, he then called me on XXXX XXXX and asked that I send two months mortgage payments. I did, and applied for modification. I called on three occasions for status on my application, XXXX/XXXX/XXXX @ XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX, and on XXXX/XXXX/XXXX @ XXXX XXXX. On XXXX XXXX, XXXX XXXX called and asked that I send another two months payments and a modification package, again I did. This brought the total paid so far to about nine thousand dollars. Since then, no response, no word and no update on status, I have to call to find out that I was denied. I was assigned to a Special Point Of Contact ( SPOC ) personnel and her name XXXX XXXX. I have called again on four occasions, XXXX/XXXX/XXXX @ XXXX XXXX, XXXX/XXXX/XXXX @ XXXX XXXX XXXX, XXXX XXXX XXXX, AND XXXX/XXXX/XXXX XXXX XXXX XXXX, unto date no calls or return calls from the SPOC personnel. On XXXX/XXXX/XXXX on or about XXXX XXXX, XXXX called from the collections Dept. at Mr. Cooper Mortgage Company and explained to him the efforts I have made in order to resolve me my mortgage issue. I advised him that it was temporary, but I would like to solve this issue once and for all, and I would like for him to help me the the right way. We agreed that I send {$4400.00} on the XXXX/XXXX/XXXX ( 2-months mortgage ), and to pay {$3300.00} for the next four months to get us back on track. He gave me his telephone number and asked that I call him today ( XXXX/XXXX/XXXX ) to make the payment, and promised to document or conversation. I called XXXX to make the payment today XXXX/XXXX/XXXX about XXXX XXXX XXXX, he did not answer. I called the main numberXXXX and spoke to XXXX ( ext:XXXX ), I told him the reason for my call, to make two months payments and and to comply with the payment arrangement made with XXXX. He reviewed my account and stated that my account in per-foreclosure as of today. I was surprised, I asked him why, when and what time. He again said it was in a pre-forclosure status and no time shown. I was shocked. It cant be, I explained to him my arrangement with XXXX and my conversation with XXXX, I told XXXX my arrangement with XXXX was to make two months payments today and I was calling to honor that agreement. He told me XXXX did not document the account as I stated, again I was shock, in my mind I prayed our conversation was recorded as promised. I called XXXX again, this time he answered and I introduced my self and told him I am calling to honor our agreement ' that is, to make the two months. He put me hold and when he came back he told me account is now on pre-forclosure status and I can no longer pay two months payments and I have to pay all the past due rent today. I told XXXX I do n't have all the money and that was not the arrangement we made. I asked him why he wants to treat me like this. He put me back on hold and never came back again, instead another debt collector came back on the phone name XXXX ( ext : XXXX ). Ran told me that XXXX documented I will make the payment on XXXX/XXXX/XXXX and not XXXX/XXXX/XXXX. That is not true, under oath XXXX will not lie and our conversation of XXXX/XXXX/XXXX was recorded and will prove that he misstated on this facts. Again, I stated that XXXX and I agreed on making the two months payment today XXXX/XXXX/XXXX, and that I am calling today to make this payment as I promised. He could not help me he concluded. I called again and this time XXXX ( ext:XXXX ) answered the phone, I explained to him as previously stated. He put me on hold for about ten minutes, he came on the line and told me he was trying to get a supervisor to hold on, he put me back on hold for another five minutes, and when he came back he said he passed my complaint on to a supervisor for review and the supervisor may or may not call me back.. He will not give me the name of the supervisor. It has five hours since that conversation, no supervisor or anyone has called me back.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2017-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I had a substantial loss of income and my current monthly expenses increased, exponentially. As a result of this, I fell behind on my mortgage and it became a snowball effect that I could not manage nor control. I have since then reassessed my financial situation and want to short sale my home to avoid even further financial disaster. My local congressman, XXXX XXXX, stated that I have a right to short sale my home to avoid foreclosure. My real estate agent, XXXX XXXX, has been working around the clock to find a satisfactory offer and will be submitting it to XXXX XXXX, today. I am hoping that with the assistance of this formal civil complaint, that I can have the short sale reviewed by someone in the XXXX of the XXXX at XXXX XXXX. I am a XXXX citizen, over XXXX years of age, and I believe that to a degree, this is elderly abuse. I have tried to modify with XXXX XXXX for the past 5 years of my life but was asked over and over for the same documents and was passed from negotiator to negotiator, making no clear headway, ever. There is a sale date slated for XXXX XXXX, XXXX, which I would like postponed while my short sale offer is reviewed by XXXX XXXX.
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX XXXX our infant grandson XXXX away, it was a very hard time and I missed XXXX and XXXX payments. We had a rental property that we owed {$35000.00} lender is XXXX XXXX and our family home a mortgage with XXXX {$85000.00} balance. We decided to sell the rental because we had enough to pay both home off with almost {$5000.00} extra. We put the rental on Market and took the 1st offer that paid both off. The buyer chose XXXX XXXX title to go through escrow. it was a fast escrow because we sold as disclosed and we had nothing against it. Nationstar Mortgage Acct # XXXX. XXXX XXXX XXXX XXXX XXXX TX XXXX. The escrow and title co was XXXX XXXXXXXX Title XXXX XXXX XXXX XXXX XXXX CA XXXX # A Phone number ( XXXX ) XXXX. It was a fast escrow and we had a closing date in XXXX weeks to close on XXXX XXXX. I told the escrow office XXXX XXXX we wanted to payoff our family home. It was approx. {$84000.00} but she would get exact payoff info. XXXX called and we made apt to sign our papers and close. She called and we could come and get our documents with a check made out to XXXX XXXX Acct # XXXX for {$85000.00} to payoff our home and another for almost {$5000.00} extra after closing. We received the check to Payoff XXXX and we have a local XXXX bank so I drove there and a lady named XXXX XXXX called someone to help with instructions for the payoff. We put the check into the XXXX account for the night and after midnight the money would go to paying home. I ask XXXX when our home would close and she said after midnight the house was paid off We had received a letter from a company called XXXX dated XXXX XXXX, XXXX they had bought our home loan but we should continue to pay XXXX until XXXX XXXX, and if the check was in the mail XXXX would forward the payments. On XXXX XXXX, XXXX we should start paying XXXX XXXX XXXX acct # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX phone # ( XXXX ) XXXX. On letter dated XXXX XXXX they again stated their was no confirmation I had paid the money, at that time they has a copy of the check. I received another letter from XXXX dated XXXX XXXX, XXXX that we owed {$90000.00} that was calculated till XXXX XXXX, XXXX. XXXX XXXX, XXXX again they said they did not have the money in their account. my husband was worried about losing the home so they said if I paid the late fee of {$300000.00} XXXXXXXX XXXX dated XXXX XXXX it would give me time to get the check found from XXXX. on XXXX, XXXX, XXXX I again went to XXXX and spoke to XXXX XXXX. She said the supervisors were checking it and trying the money. At this point they had the copy of check and could see it was paid but could not find the money. I saw a few internal emails that I was not suppose to see but I had 1 printed out for me. The supervisor was XXXX dated XXXX the memo she stated that the money was paid, but the higher supervisors were saying because we paid the XXXX payment more than 60 days after the loan was transferred on XXXX XXXX that they were returning my check of {$85000.00}. At this point they have had the money from XXXX XXXX through XXXX XXXX, XXXX and was leaving it to me to pay the loan, all late fees, and interest. I did get the Check For {$85000.00} and again I had to deposit it overnight in XXXX to make payment to XXXX the next day. Since the check would clear on XXXX XXXX the check would automatically pay XXXX and not XXXX. So I went home and thought everything was ok. We started getting letters saying we had not paid any payments since XXXX and we would go into foreclosure. house was paid thru XXXX and we did not owe any other money to them. we received another letter as of XXXX XXXX we owed XXXX I went to local bank XXXX to confirm it was paid. XXXX said yes it was paid XXXX XXXX. I called XXXX XXXX and ask for a copy of front and back of the Check and she faxed it to XXXX. The Money was not in the bank so again I called and told them it was paid. again I received a loan document said I had not paid since XXXX. It said as of XXXX XXXX I was 108 days late and risk foreclosure. I called and explained again on XXXX they said they would review within 20 days. I called XXXX several times and explained the but they would not stop calling and writing the letters. At this point XXXX has the {$85000.00} but they are taking the money from it to pay late fees and interest only. The say I owe them {$12000.00} with past due of {$10000.00}. They are giving me until XXXX XXXX to pay the late payments. I have a statement form that states there is {$79000.00} of unpaid principal balance. this is dated XXXX XXXX, XXXX. I am so upset that they are doing this and so far getting away with it. I am sure I am not the only person that they are doing this to. I have enclosed all the documentation, checks front and back as well as the escrow records that showed it was paid in XXXX. Now it is XXXX XXXX and they still are doing this. I have called my local congressman, and filed a complaint there as well. I am adding all documents for you and I Hope that this will be corrected soon. they should deduct all fees from XXXX XXXX to current, if anyone owes it is XXXX and not me. At this point XXXX has kept XXXX for 3 months and I assume they received interest on it. Now XXXX has the same {$85000.00} and they are also holding it instead of paying my home off. by doing this they are keeping late fees and interest on the money they are keeping. Thank you for your help XXXX XXXX XXXX XXXX XXXX Ct XXXX CA XXXX. ( XXXX ) XXXX
Company Response:
State: CA
Zip: 95965
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Closed on new home XXXX, XXXX, XXXX. XXXX XXXX XXXX Bank underwrote the mortgage and assigned it to NationStar aka XXXX XXXX for mortgage servicing. The first mortgage payment is due in XXXX weeks but I have not received any information from NationStar such as : account number, contact information, or any other information about available methods for making the mortgage payments. I have serious concerns about this servicer. So many negative online reviews and complaints about NationStar including negligence, gross errors and fee demands for missed payments and such. I need to know what legal means I can use to be sure I have an appropriately set up account, appropriate 'due ' dates and secure, efficient method to make timely mortgage payments. I have emailed the XXXX XXXX XXXX bank mortgage broker and my attorney for additional assistance. Please advise re further options to expedite the NationStar loan servicing issues. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 16823
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a 30-yr fixed mortgage with Mr. Cooper ( formerly Nationstar ). On XXXX/XXXX/XXXX, Mr. Cooper deducted my monthly mortgage payment, as my account was set to auto draft. However, the amount taken was almost {$900.00} more than shouldve been taken out. I logged on to XXXX and found the source of the problem the escrow analysis was completely wrong : - The amount of city tax listed as being paid in the prior year was roughly half of what had actually been paid, creating a shortage - The amount of hazard insurance paid last year was listed at {$0.00}, another obvious error - A completely bogus miscellaneous tax was listed that created another huge shortage I called the company on XXXX/XXXX/XXXX and was able to speak to a supervisor named XXXX, based in AZ. I explained the problem to him, and he seemed to agree that an error had been made by the company. We came to an agreement that he would reverse the unexpectedly larger payment, and I would pay the correct amount once they straightened out the faulty escrow analysis. He put in a request to reverse the payment, which partially went through the next day. ( The amount refunded was equivalent to an old mortgage payment, leaving around {$900.00} in suspense ). He assured me that I wouldnt have to worry about accruing any late fees during this time. I called on XXXX and spoke to a team lead named XXXX, based in TX. She looked in my account and found that XXXX had indeed escalated the issue to their tax vendor ( who I learned is XXXX XXXX, but the analysis was still not corrected. She assured me not to worry about any late fees, but I was starting to get concerned that I did not have this in writing yet. A week later, I had not heard any new information from the company. I called and spoke to a manager named XXXX XXXX. At this point my main concern was getting written documentation that I would not be charged any late fees while the company fixed the escrow analysis. She repeatedly refused to give me anything in writing, saying that it was not their policy to do so, and that since the calls were recorded and the account was annotated, it was already in writing. Not buying this explanation, I demanded to speak to someone who had the authority to give me something in writing. She said one her supervisors would call me. Not surprisingly, I did not receive a call from anyone at Mr. Cooper, I called XXXX back directly on XXXX and said I needed to speak with someone who has the authority to give me written documentation that I will not be charged any late fees while they fix their error. She eventually relented and talked to her XXXXupervisor ( XXXX XXXX ) and said he would be emailing me by COB. I didnt trust that this would actually happen, but I did get his email address from XXXX and emailed him directly. Fortunately I did get this response from him : I do not yet have an exact timeframe on when the escrow issue will be corrected. We are in process now and XXXX is monitoring for updates. I can assure you that any late fee for the month of XXXX, if charged, will be waived. So as of today ( XXXX ), I do have an email stating that I wont be charged any late fees, but I still dont have the updated escrow analysis with the correct payment amount. There is no way on Mr. Coopers website for me to pay any amount other than what they have listed ( which includes the erroneous large escrow amount ). My main concern is having this corrected before the payment is 30 days past due, at which point I worry about it getting erroneously reported to credit agencies and damaging my credit.
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2017-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-10-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I had purchased a home back in XXXX 2007 and XXXX XXXX XXXX had approved the first mortgage. I wanted to make changes around the home and decided to apply for a HELOC and was approved for the equity line. I had paid my payments on time until circumstances beyond my control left me in a financial bind. I struggled to keep my payments current and finally I was unable to keep up with all obligations. With the housing development that took place I was upside down on my property. I spoke with an attorney who explained I could short sale the house and though it was going to still be a negative reporting situation it would n't be a foreclosure and the bank would still recoup some of their funds. I gave Power of Attorney to my Attorney to handle the confusing processXXXX XXXX XXXXXXXX XXXX did agree to the short sale but then I was informed the 2nd mortgage had to remove it 's 2nd lien to be able to do so. There was an agreement made with XXXX XXXX to remove the lien but that we would still pay them which we have. In the process of having this drawn up XXXX XXXX XXXX transferred the mortgage to Nationstar Mortgage. My attorney had tried to complete the short sale but Nationstar would not communicate with our attorney. We had moved from the home and were over an hour away from the property. We were never notified that the house was being foreclosed on. My wife had driven by the house to try and complete the clearing of our items when she saw there was a notice pinned on the door indicating the house foreclosed. We spoke to the attorney and he said they did not reach out to him nor us and at no time did they try to communicate with us. I have tried to get information from NationStar and they still will not respond. I have disputed this with the bureaus and the bureaus have been no help. The way this unfolded was underhanded when we were only trying to do the right thing. I have requested records from NationStar payment history etc, and they will not respond.
Company Response:
State: NV
Zip: 89130
Submitted Via: Web
Date Sent: 2017-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A