Date Received: 2015-08-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a Mortgage with Nationstar from Texas, recently I have been notified that I owe more than {$12.00} XXXX in back taxes and they want to foreclose my home. I have been paying my mortgage normally without any trouble in the last XXXX years. It seems that they have not observed carefully that it were more taxes to be paid througout this time, now the county where I live have send me a notice to foreclosure and I am in the pool for the end of the year auction
Company Response:
State: WA
Zip: 98119
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-18
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was discharged in bankruptcy
Consumer Complaint: I became XXXX in XX/XX/XXXX. All my reserves were spent on medical costs. Missed a payment on my mortgage XXXX. Rec 'd notice of intent to foreclose from XXXX XXXX. Vacated the house, in anticipation of foreclosure. Filed bankruptcy XXXX, discharged XXXX. XXXX XXXX XXXX completely disregarded the bankruptcy and continued to try to persuade me to pay the mortgage, until XX/XX/XXXX, when they sold the mortgage to Nationstar. Nationstar continued to send me statements on a nonexistent mortgage. Both companies applied homeowners insurance to the property and told me I was responsible for that debt, too. XXXX XXXX XXXX went so far as to put retroactive homeowners insurance debt on the property, dating back to at least a year before I stopped paying the insurance myself ; also dated before the bankruptcy by XXXX months. They applied an {$11000.00} lien onto the mortgage, as well. I contacted the Comptroller of the Currency with my complaint with complete detail and, after many months was told that I still needed to pay XXXX XXXX XXXX, regardless of the bankruptcy. This week I received a letter from something called XXXX XXXX XXXX, which claims to be working for XXXX. It appears they are starting the whole process of trying to collect on a loan that does n't exist. I am still XXXX and unable to work. Every month is a struggle to make the Social Security XXXX, now Social Security due to my age, last more than a few days into the month. These banks need to leave me alone. XXXX XXXX XXXX should never have sold this nonexistent mortgage. I communicated all of this information to XXXX XXXX XXXX, countless times, and then, to Nationstar. Every time I receive a communication from these people, I am reminded of everything I 've lost due to my illness. The grief is unending. I do n't need to be harassed by banks that must have real business to attend to.
Company Response:
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar Mortgage Demands 50 % Escrow Account 'Cushion ' vs 20 % After I refinanced my mortgage with XXXX they immediately sold off my loan to Nationstar Mortgage , LLC in Texas . After being with NS for over a year they sent me an 'Annual Escrow Analysis Disclosure Statement ' and increasing my Escrow account payments citing the allowable RESPA 'cushion '. After the annual disbursements of XXXX taxes & Insurance totaling {$10000.00} and payments I made totaling {$10000.00} my escrow balance = ( {$130.00} ). My monthly mortgage payment is ; PRINCIPAL & INTEREST : $ XXXXXXXXESCROW : $ XXXXXXXXTOTAL : $ XXXXXXXXThe same week, I received a Statement from XXXX XXXX Assessor dated XX/XX/XXXX = NO CHANGE IN PROPERTY TAXES {$9700.00} for the period XX/XX/XXXX to XX/XX/XXXX. Nationstar gave me XXXX weeks notice before my next mortgage payment to choose the following ; ESCROW SHORTAGE PAYMENT OPTIONS : I understand that my tax and/or insurance has increased and that my escrow account is short {$3600.00}. I have enclosed a check for XXXX ; OPTION 1 : Pay {$3600.00}, the total shortage amount. I understand that if this is received by XX/XX/XXXX my monthly mortgage payment will be {$2900.00}, starting XX/XX/XXXX. OPTION 2 : XXXX part of the shortage. " You do not need to do anything if you want to have all of your shortage divided evenly among the next XXXX months. " On the same notice, Nationstar is also increasing the monthly escrow payment by {$110.00} per month x XXXX months = {$1300.00} = TOTAL 'CUSHION ' of {$5000.00} = 47 % of annual Escrow Disbursements vs 17 % allowed by RESPA . To confuse the issue and make it impossible for the 'Escrow Department Customer Service ' to understand ; Nationstar has provided a table to 'justify ' their demands ' stating the 'lowest running balance ' of ( {$1900.00} ) in XX/XX/XXXX allows Nationstar to demand and additional RESPA cushion of ( {$1700.00} ) = {$3600.00} to bring the account to {$0.00} balance after disbursement of RE taxes. Why then, is Nationstar also demanding an additional {$1300.00}? On XXXX XXXX, I called the Nationstar Escrow Department and spoke for over an hour to a Customer Service Agent AND his Supervisor. I got XXXX completely different explanations for the amounts demaned by Nationstar ; 1. The Customer Service Agent just read off of the Notice that I had been sent and had no idea what the 'allowable maximum by RESPA ' was - Nationstar 's accountants were correct, and I was not calculating it correctly! He laughed at me and at that time, I demanded to speak to his Supervisor ; 2. Escrow Department Supervisor stated after putting me on hold for over XXXX minutes to look at my account, that I owed Nationstar over {$4700.00} because my payments for the previous year went to to Principal and Interest ONLY and NO Escrow. At that time, I demanded a full printout of my 1 year with Nationstar Mortgage. The following day, on XXXX XXXX, I made the XXXX payment of {$2800.00} Principal + Interenst + Actual Escrow + {$130.00} ACTUAL escrow shortage = $ XXXXXXXXThe following week, Nationstar stated in writing that my payment was NOT credited to Principal, Interest, Escrow or Escrow Shortage as I had requested but 100 % of my money was IN SUSPENSE, the mortgage was over XXXX days late, reported to the Credit Burea , and IN DEFAULT due to insufficient payment amount! Is this a legal action against a Borrower? Who do I contact in the State of California for help? MUST I hire a lawyer? Thank you!
Company Response:
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-18
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: This is a follow-up complaint for Case Number : XXXX. Nationstar stated our loan is involved in an active bankruptcy. This is no longer true. We are asking Nationstar to update their files concerning the address of our property so we can refinance the mortgage with a different company. Although Nationstar has updated their records they refuse to cooperate with XXXX in updating the address correction. This complaint is regarding their servicing or our loan.
Company Response:
State: IL
Zip: 60643
Submitted Via: Web
Date Sent: 2015-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Settlement process and costs
Subissue:
Consumer Complaint: In XXXX 2013, in signed over my property to Lender Nationstar Mortgage. I was told that I must vacate property which I did. I continued to get utility bills and contacted lender. They had no response to my concerns of these bills. after a year they informed me that the DIL was still in process. I asked about the bills but they had no answer for a. After I contacted consumer affairs, the lender sent me a letter informing me to destroy the bills coming in. Another year past and they informed me they needed verification that federal liens were lifted. I sent several copies showing liens were lifted. My case went through several agents and each time I felt like I was starting over. XX/XX/XXXX I rceived documents that the property was being foreclosed but all along I was being told the DIL was still being processed. In addition, the utility bills were still coming and now I have a XXXX within the County were house is located.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2015-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Disclosure verification of debt
Subissue: Not given enough info to verify debt
Consumer Complaint: This is new information, and a new complaint, not a continuation of any previous complaints filed by me or on my behalf. Nationstar Mortgage , LLC, of XXXX, posted on our home and sent via postal mail a Notice of Default ( NOD ) in order to begin non-judicial foreclosure proceedings on our home in XXXX, XXXX. XX/XX/2014. XXXX points of information in the NOD documents have been shown to be false. First, the NOD asserted that Nationstar is the owner of the note. I immediately sent a QWR to Nationstar to validate the debt and requesting that they demonstrate ownership of the note and received a response that stated that they are only the loan servicer, not the owner of the note, and that XXXX XXXX XXXX XXXX XXXX XXXX as trustee for a trust named XXXX XXXX is the owner of the note. Therefore, I sent a " demand for debt validation and proof of claim '' requesting proof of ownership and proof of a valid chain of title to XXXX XXXX at the address provided in the response. In response to that letter I received another letter from Nationstar ( not XXXX XXXX ), virtually identical to their previous response. To date, I have not received any response from XXXX XXXX. In summary, by their own admission, Nationstar Mortgage , LLC is not the owner of the note, and therefore they have no authority to begin the foreclosure process by sending us a NOD. Secondly, the NOD documents included a " Forclosure Loss Mitigation Form '' affidavit, signed under penalty of perjury, that XXXX XXXX does not apply in our case because the property is not our primary residence. I do not know where they got this information, but it is inaccurate, the home is my and my spouse 's primary residence. Therefore, Nationstar was attempting to remove our right to meet with them, and other rights under XXXX XXXX, before proceeding with the foreclosure process. According to a highly-qualified lawyer that we consulted with, this false affidavit invalidates the NOD and any efforts to move forward with foreclosure without restarting the entire foreclosure process would be a violation of WA law. On our behalf, said lawyer sent a letter to Nationstar, XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX ( which is acting as foreclosure trustee for Nationstar ) to notify them of this violation of law. Nationstar responded saying that " The asserted error is substantially the same as an error previously asserted, for which Nationstar has previously complied with its obligation to respond. Unless there is new and material information that has not been provided to Nationstar Mortgage for investigation, Nationstar Mortgage considers this matter resolved. '' In fact, this point had not been raised in any previous communication with them, so once again they made a false and evasive statement. XXXX ' separate response to our lawyer 's letter included a " Declaration of Beneficiary '' document signed by a Nationstar agent, under penalty of perjury, stating that Nationstar Mortgage , LLC is the " actual holder of the promissory note. '' Here again, Nationstar is claiming to be the owner/actual holder of the note while at the same time, and once again, in their response to the law firm 's letter, denying that they are the owner of the note and identifying XXXX XXXX as the owner. In conclusion, Nationstar Mortgage is making false statements, is being evasive about the ownership of the note for our property, and may be attempting to illegally proceed with foreclosure on our property under false pretenses.
Company Response:
State: WA
Zip: 98052
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had filed for loss mitigation assistance in XX/XX/XXXX, and was approved based on the successful completion of my trial period payments. I then made my trial period payments from XX/XX/XXXX to XX/XX/XXXX. I was sent modification documents and advised that I had to sign and return these. This is the typical process. I called in and advised the company that the link that was sent to me would not open and would not allow for me to download the documents. This delayed the process. In XXXX, I asked for my daughter to get involved because she worked in loss mitigation at that time, and now works in bankruptcy, and is familiar with the processes, their timelines, and how to get things done from the creditor perspective. The documents were sent to her by a representative who identified herself as a supervisor on an escalated call, ( XXXX we later found out was a " team lead '', not a person in management ). After discussing the issues we had with my daughter, she advised she would resend the docs, and once received, would ensure that my modification would be boarded, as their had been an extension placed on my file allowing time for me to turn in the documents. The documents were notarized and sent via XXXX the following day. From XXXX until XXXX, several phone calls were made to follow up on the status of the my pending modification and each time, we were advised that the modification had not been boarded, to not make a payment on the account, but rather to " hang on '' to the funds until everything was updated to my account. I did as I was advised. My daughter became concerned and called to ask why the process was taking so long, as boarding an approved modification should not have this kind of delay. On XX/XX/XXXX she escalated the call to a supervisor in that department and was advised within XXXX XXXX hours that the modification had never been approved, and that it was denied on XX/XX/XXXX because the documents had not been received on time. At this point, she requested a review of the notation on the account as on many occasions, she was the one who called and spoke with representatives of the bankruptcy department. She was advised by this manager that on XX/XX/XXXX the modification package had been received, however, the deadline or extension to have them in ended on XX/XX/XXXX. On XX/XX/XXXX, we called and were advised the modification had not been booked. On XX/XX/XXXX and on XX/XX/XXXX, when she called, both times she was advised the modification was still pending and to have me wait until everything was boarded to resume payments. On XX/XX/XXXX, she was advised there was no sale date related to the foreclosure, and that the modification was still pending. Upon calling at the end of XXXX, and then finally getting answers on XX/XX/XXXX from the manager she had been speaking with, the only thing I was left with was the notice that I now had no modification, and I was even more past due than before. My daughter spoke at length with this manager with me on the phone, and after having Nationstar review the calls from XX/XX/XXXX to date, and reviewing the notes on my file, asked what options I had. The manager advised Nationstar would be willing to honor my modification if I brought the account current and covered XXXX monthly payments. When I called to make my payment we were unable to speak with the manager who had become our single point of contact and rather got a representative who assured us he had been with the company for five years and could assist. He quoted a figure different from what the manager had advised my daughter of and then stated he could validate the actual figure and have the manager follow up. Upon asking for something in writing stating if paid, the modification would be honored, we were advised that documentation stating this could not be provided. And now, XX/XX/XXXX, we have not received a follow up in this matter.
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: XXXX XXXX, XXXX, XXXX XXXX, Ca XXXX Loan # XXXX NationStarMy name is XXXX XXXX, I have a XXXX loan which was modified in XX/XX/XXXX to 2 % step up. At the time of the loan Mod, the details were unclear and told to accept as my prior loan was at 6.875 % interest only. I have paid my loan on time and NationStar Mortgage now holds the loan. I work as a volunteer with a HUD approved Housing Counseling organization XXXX and our group have helped over XXXX homeowners keep their homes. I was written up in the Ca. Law review for exposing lenders bad practices. I am writing about the Pay for Success incentive offered by XXXX XXXXwhich states that payments made on time for 1st 5 years get {$5000.00} applied to principal reduction and 6th year another {$5000.00}. applied to principal reduction. I called Fannie Mae XX/XX/XXXX and they verified that I was eligible as a XXXX loan and advised that I should have been given the first {$5000.00}. XX/XX/XXXX. I called NationStar Mortgage and tried XXXX times to make contact. When I was able to speak to someone, it was rude and told that they would foreclose if I could n't make payment. That was not my question. It was about the Pay for Success Incentive. I also wanted to see if I could set my interest rate. I had received notices from NationStar that my loan was fixed for XXXX months.The last conversation was that they apologized for not putting the incentives on paperwork when they purchased the loan. Then I received a call that I was not eligible, then I was. I am entitled to this incentive and request your help in obtaining this incentive. Thank you, XXXX XXXX
Company Response:
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have an ARM with Nationstar. My anniversary date is in XXXX. My XXXX statement ( i.e. for the payment due XXXX XXXX ) shows my current interest rate indicating that 's the rate through XX/XX/XXXX. The XXXX statement came showing the SAME interest rate with a NEW date of XX/XX/XXXX ; at which point I assumed my rate would remain the same for another year and decided not to pursue a refinance. Then for the XXXX statement ( which I received in the mail on XXXX XXXX ) it shows an interest rate .25 % higher through XX/XX/XXXX. So in XXXX consecutive months they gave me conflicting information, and effectually notified me of a rate increase just 17 days before the new rate would be taking effect. I received no other notices by mail, by e-mail or in the message section of my online account.
Company Response:
State: NY
Zip: 11783
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Bureau : Re : Nationstar Mortgage # XXXXThe reason for me having to file this complaint is due to my mortgage company failing to respond to my loan modification request fax XXXX XXXX, 2015. It 's been 10 days and no follow-up request were made by Nationstar Mortgage. As of today, I have not been assigned to a dedicated loan specialist that they was working on my mortgage loan to try and qualified me for a home affordable modification. Furthermore, I am requesting your assistance in getting my concern 's address. Thank you, XXXX XXXX
Company Response:
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No