Date Received: 2017-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I HAVE APPLIED FOR HARDSHIP ASSISTANCE ON XXXX/XXXX/XXXX I WAS TOLD BY MY SERVICER NATIONSTAR THAT THEY WILL NOT OPEN UP A REVIEW DUE TO A DISCREPANCY THAT WAS FLAGGED ON MY ACCOUNT ON XXXX/XXXX/XXXX BY MY INVESTOR, I HAVE ASKED WHY WHAT WAS THE DISCREPANCY AND THEY STATE THAT THEY CAN NOT TELL ME. I CALLED XXXX XXXX TO FIND OUT WHAT WAS THE REASON AND THEY RESEARCHED IT AND STATED THAT THE SERVICER HAS AN ERROR ON THEIR SIDE AND THAT THEY WILL CONTACT THEM TO REMOVE AND CONTINUE WITH THE APPLICATION. AFTER 1 MONTH OF BACK AND FORTH WITH NATIONSTAR AND XXXX XXXX, IT CAME DOWN TO XXXX XXXX CA N'T MAKE NATIONSTAR CORRECT THE ERROR AND I AM ROADBLOCKED NOT KNOWING WHY THEIR IS A DISCREPANCY AND AM IN FEAR I WILL LOSE MY HOUSE DUE TO BEING LEFT IN THE DARK.
Company Response:
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was not notified of the last response therefore missed the deadline to respond. The response from Nationstar is not addressing the issue. I never " said '' XXXX is requiring the my payments be backdated so please do not contact them. I want my payments posted or back dated to the date they were received in full by your company. Not sure why this is a difficult concept. If it takes two weeks, fine, just back date it to the date received. As a consumer I am being punished because your company is too lazy to back date when a payment is received versus when you get around to posted it. XXXX was made on XX/XX/XXXX was posted on XX/XX/XXXX May was made on XX/XX/XXXX posted on XX/XX/XXXX XXXX was made on XX/XX/XXXX posted on XX/XX/XXXX XXXX was made on XX/XX/XXXX and not showing a posting date XXXX was made on XX/XX/XXXX and not showing a posting date XXXX was made on XX/XX/XXXX and not showing a posting date Not having my payments backed dated to the date you were in possession of the full payment is a regulatory violation.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XXXX I received a letter from Champion Mortgage that they did not have proof of payment of my XXXX XXXX XXXX. Proof was faxed to them on XXXX. I further received notice that they had not received my occupancy status confirmation. That was sent to them on XXXX. Also, " on my behalf '' they have paid {$3800.00} for my XXXX XXXX tax and demand full payment by XXXX. This tax is not delinquent and is not even due till XXXX. I received no advance notice of this and do not have an agreement with XXXX to pay taxes, XXXX did not answer my phone call of XXXX and on XXXX a recording stated that they were closed. On XXXX I called and XXXX, from XXXX, confirmed that they had received the XXXX tax information and the occupancy status reports and she would call me about the XXXX tax bill. NO call has been received. NOVAD was contacted and information was faxed to them om XXXX. On XXXX I called them for an update. They said they never got the info. It was then emailed to them with XXXX : XXXX XXXX. Emails have been going on since then with no progress being made. It is now the due date! No company has the right to demand any payment that is nor delinquent.
Company Response:
State: PA
Zip: 19040
Submitted Via: Web
Date Sent: 2017-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The Mortgage Company was formerley Nationstar, now renamed Mr Cooper. In XX/XX/XXXX I was advised by a representative of Nationstar that they were able to apply money from a suspense account to a repayment plan I was on. Later i was informed that was an error by their employee, the repayment plan had failed and I now owed two months mortgage again. Beyond that it has just been a financial nightmare. I sent correspondence, never got a reply ... ..and have since that time made numerous phonecalls to find out why I am liable for their error. The late charges have been mounting and completely destroyed my credit, along with posting a former loan modification on my report. I cant catch up and no other lenders will touch me because of my credit now. I have attempted three further modifications with my current lender, in an effort to remain in my home ... ..simply because i felt I had no other options left, and because the monthly payment recently increased and I have so many late fees now. All have been denied. I can show a good payment history as far back as XXXX. I now believe this company is very much in error, and am afraid they will cost me my home. They have certainly already destroyed my credit, and left me with no other way forward but to lodge a complaint.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I, XXXX XXXX requested a payoff of my mortgage with Mr. Cooper/NationStar Mortgage Company. On XX/XX/XXXX, I received my payoff statement, showing a payoff balance of {$2700.00} ; however, we have {$1900.00} in escrow that they have refused to apply to our payoff amount. Our taxes & insurance were paid in XX/XX/XXXX by Mr. Cooper, so there is no payments left for escrow to pay for this year. I asked for a Manager & was connected to " XXXX '' ( she would n't give her last name ) & she said that I would have to write a letter to get permission to use MY escrow balance to be applied to the balance & thus lower my payoff balance. This is MY money - not theirs & I feel that this is another way for Mr. Cooper to use my {$1900.00} for another 30 days or so. There is no reason to withhold my escrow from me, when paying off this loan. I am a senior & on Social Security and therefore do n't have the funds to payoff this mortgage if they do n't deduct my escrow amount. Thank you
Company Response:
State: AR
Zip: 722XX
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX is refusing to review a complete modification package stating that it is too close to the sale date. Yet the file was marked as received and in review per Execive office. XXXX XXXX is dual tracking which is illegal.
Company Response:
State: WA
Zip: 98115
Submitted Via: Web
Date Sent: 2017-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The reason I am filing this complaint is because I have not been given the proper opportunity to save my home from foreclosure sale which is scheduled for Wednesday, XXXX/XXXX/XXXX. I have been working to achieve a workout solution to avoid foreclosure in working directly with XXXX XXXX Mortgage. In the first week of XXXX, I have not been able to reach my relationship manager/assigned XXXX with regards to my options to save my home shortly after the change from XXXX XXXX to XXXX XXXX. This lack of communication as impacted my ability to be able to speak with a live representative for now over XXXX weeks. I have submitted all financial information that is required of me on XXXX XXXX, XXXX. I have not received any calls or communication from XXXX XXXX acknowledging that they are in receipt of all my information and that such documents are being considered for all retention programs to save my home. I have made over XXXX attempts to reach them by phone and all I get is an automated system and a general mailbox to leave a message which I have done every single time that I called. I have not received any call backs. I was notified XXXX weeks ago with regard to my foreclosure sale date of XXXX XXXX, XXXX and have been working diligently to make contact with my case worker to no prevail. This is of great concern because I feel that nothing is being done with the information they requested of me and I provided on XXXX XXXX, XXXX. I am requesting for your assistance in hopes that you can assist with opening the lines of communication with my servicer, stop my foreclosure sale, so that I am given proper consideration to keep my home. I am also requesting for acknowledgement of the workout package I submitted to XXXX XXXX on XXXX XXXX, XXXX and the status of the review. I am also requesting for my assigned representative to contact me so that I am aware of the current status and if any additional information is needed from me to conclude their review of any programs that are available that can help me avoid foreclosure. Please assist me at all possible to remedy this situation as I am 100 % interested in keeping my home and have complied with supplying all required information they need for consideration. I have also spoken with an attorney and have been advised that my rights under the Homeowners Bill of Rights Act have been violated and may have no other choice to retain them for a fighting chance to keep my home. I can be reached at XXXX should you need to contact me for any additional information. Thanks in advance for your assistance and helping me keep my home. XXXX, XXXX XXXX
Company Response:
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2017-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX XXXX XXXX sent notification that the mortgage home loan servicer would be changing to XXXX XXXX XXXX and would take effect on XX/XX/XXXX. Nationstar confirmed the transfer and sent out a welcome correspondence on XX/XX/XXXX. Both taxes and insurance are escrowed in the mortgage payment. Both XXXX and Nationstar assured that the payments would remain the same and that the terms of the loan would remain unaffected.On XX/XX/XXXX XXXX (the provider of homeowners insurance to the property) sent XXXX a request for payment. The policy was set for renewal by XX/XX/XXXX. XXXX transferred the mortgage to Nationstar on XX/XX/XXXX without payment being made to XXXX. XXXX request for payment was sent only to the mortgagee and not the mortgagor as the account had been noted since the XX/XX/XXXX's. On XX/XX/XXXXthe XXXX insurance policy was terminated for nonpayment.Surprisingly, when the XXXX insurance policy canceled, XXXX was still listed as the Mortgagee. Nationstar not only failed to change the mortgage clause during the transfer, but they were also unaware that the insurance policy had canceled, still currently show XXXX as the insurance provider, and continue to escrow based on the previous policy premium.Moreover during the lapse of coverage, a claim for substantial water damage on the property needed to be filed. Nationstar has force placed insurance that will not adequately cover the damage and repair to the structure of the property. There is also no coverage granted for any personal property loss. The XXXX policy would have more than easily covered our losses had Nationstar not been negligent to pay the renewal of the policy as required in maintaining terms of the original loan.
Company Response:
State: NJ
Zip: 07060
Submitted Via: Web
Date Sent: 2017-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage company is now called XXXX.XXXX. We requested our mortgage payoff on XXXX/XXXX and the company told us it would be received in 2-3 business days via email. We called back on XXXX/XXXX to check the status and the company told us no such request was made or they did n't have it on file so a new request for a payoff was made. Since then, multiple calls have been made, no email has been received. On XXXX/XXXX, another call was made requesting the payoff amount and verifying two email addresses that they should be sent to. I was told the email would be sent in regards to the payoff amount. Still, no email. Today I spoke to a supervisor, who told me she only received the request for the payoff amount on XXXX/XXXX and I told her it was originally requested on XXXX/XXXX. She said she would try and expedite it and due to our mortgage being behind, it essentially was a more complicated process. We simply can not get a straight answer and are running out of time. All we want is our mortgage payoff amount.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: They sent me a notice with an amount to make a payment to bring it current I called them and they said they have to re submit it so now I 'm waiting again
Company Response:
State: MI
Zip: 48506
Submitted Via: Web
Date Sent: 2017-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A