Date Received: 2015-08-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XX/XX/XXXX, XXXX XXXX XXXX, which held 2 mortgages on my home, sold the first mortgage to XXXX, XXXX and Nationstar Mortage Co.after requesting the same info over and over again for 2 years without a decision. The second mortgage, at 9.9 % interest, could not be considered until the first mortgage was settled. I was going after a modification of mortgage. I had engaged XXXX XXXX XXXX to assist with credit card consolidation and to negotiate with XXXX re modification. My negotiator who had been working with XXXX, now switched to Nationstar. In XX/XX/XXXX, my negotiator was told that they could not share any information with her as my case was in litigation. I was shocked and immediately called customer service and was told that that was not true. By then my negotiator was elsewhere. I now had to do the work myself ; not an easy task! I had been told via mail that they would call and tell me what documents were needed. That NEVER happened. If I did n't call, I did n't have any information. I was given 3 " loan advisors '' over the course of my continued application. None were ever available when I needed them ; either the phone would NOT be answered or my message would be ignored and the wrong number called, so that when I returned home at night, they were not available. Follows some of my conversations with ad hoc loan advisors : on XX/XX/XXXX-told that decision tomorrow re modification. Data received. Call XXXX for results. XXXX showing expenses and +/-. Gross income itemized+net. XX/XX/XXXX-documents received ; sent to underwriters XX/XX/XXXXbreak down salary ( 1 person salary ) ; requested letter re wages-new fax with notations.Business income for XXXX, XXXX, XX/XX/XXXX. XX/XX/XXXX-self-employed, explained. Stubs from College at XXXX XXXX XXXX 2 XXXX. P/L corrected. XX/XX/XXXX-case closed. Materials not received. Not called. XX/XX/XXXX-Loan advisor called ; message left @ XXXX. No call back entire day. XX/XX/XXXX-same loan advisor-voice mail ; left message re letter mailed out XX/XX/XXXX-another loan advisor reopened my file. Will call me middle of week. XX/XX/XXXX-application under review ; call back Wednesday. Received call at my home in voice mail @ XXXX. Arrived home @ XXXX and returned call. Left message in voice mail of advisor ( first ). I had left message to call my cell number as I am not home during the days.XX/XX/XXXX-XX/XX/XXXX-advisor not available. Another staff answered. P/L rental income/mortgage missing documents. Not clear. Put me back to loan advisor 's voice mail. Left message to call, again, not home in day. XX/XX/XXXX no call to that time. XX/XX/XXXXXXXX returning call second time. Second advisor-signed XXXX or XX/XX/XXXX tax extension ; exclude rent of {$1800.00}. Send letter re mortgage expenses. Exclude mortgage expenses and rental from P/L :. ( They are both a part of my business income and expenses ). Ignore letter of XX/XX/XXXX. XX/XX/XXXX-7XXXX? upload. Received. Sent to underwriters.Recall Thursday XXXX. Will do. XXXX XXXX P/L to reveiwers. XX/XX/XXXX-fax uploaded XXXX-call XXXX. XX/XX/XXXX-Firtst denied, reopened and approved. XXXX payment {$2000.00}. Requested something in mail. XX/XX/XXXX-modification denied. XXXX advisor-left message in voice mail. Later spoke to another staff person- '' either pay the amount owed or lose your house ''. XX/XX/XXXX-called advisor ; not available. Spoke to staff- '' pay or lose your house ''. During the course of conversations, I asked the advisor XXXX who happened to be a previously assigned advisor ) if I should pay something and was told NO. That tape is probably erased. These were telephone conversations held with the variety of staff people engaged to " assist '' applicants.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-16
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I received a letter from Champion. mortgage, dated XX/XX/XXXX titled mortgage due and payable notice, in total it stated the mortgage was in default due to non-occupancy of property as principle residence, with balance due in 30days from the dated letter. I have lived in my home for almost 45 years. I have had a reverse mortgage since XX/XX/XXXX. This year I have completed and submitted the annual occupancy certification three times. I have never left my home, I am XXXX and do not travel. I received letter dated XX/XX/XXXX from champion mortgage company stating they had denied my request to return the property by completeting a deed in lieu of foreclosure,, which I never requested, or submitted, I have been in almost daily contact with champion mortgage and I do believe they are trying by fraud to take my home. I have a lot more information, please contact me.. thank you
Company Response:
State: CA
Zip: 90249
Submitted Via: Web
Date Sent: 2015-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-16
Issue: Disclosure verification of debt
Subissue: Right to dispute notice not received
Consumer Complaint: In 2007 I purchased a condo in XXXX and took out a mortgage with mortgage company XXXX. About 2 years later, that company filed for bankruptcy and reorganized under the name XXXX. The statement looked the same but were in a different color. I was suspicious but continued to make payments. Three months ago I received a letter from XXXX informing me that they too are filing for bankruptcy and that I am being assigned to a new agency called NationStar Mortgage. This letter also stated that payments made to XXXX would be automatically forwarded to NationStar for 60 days. The payments I continue to make to XXXX have not been cashed. I have never received any certified mail or legitimate looking paperwork from XXXX or NationStar. I just recently received the foreclosure notice on XXXX/XXXX/15 by certified mail. I then consulted an attorney who was also suspicious and told me he normally does not handle these type of problems and suggested I contact your agency for assistance. I have never received any information from the lenders bankruptcy court regarding the disposition of my debt with XXXX or XXXX. Prior to XXXX, my credit score was approximately XXXX. I obviously pay my bills. I made my mortgage payment to XXXX in XXXX, days before receiving the notice about the change over. The following month I received a letter from NationStar saying that they never received my XXXX payment and also added a late fee which probably negatively effected my credit score. In an attempt to sort out what happened, I called NationStar however, before speaking with a representative, there was a disclaimer that stated the following : " Please be advised that NationStar is a debt collecting agency and any information provided will be used to collect that debt ''. I immediately hung up the phone. I am suspicious for two reasons. First, NationStar is listed on the Better Business Bureau with a F rating and thousands of complaints have been filed against this company. And second, I 've heard many stories of companies grouping mortgages together, selling the loans as a bundle with the buyers of that debt collecting money for properties that they do n't even have proper title to. I am concerned that when I finally pay the mortgage off, they will not have my documentation and essentially run off with the money. Additionally, on the new NationStar statement, it says " The Principal Balance does not represent the payoff amount of your account and is not to be used for payoff purposes ''. For all these reasons, I have not made payment to NationStar. Last week I received a foreclosure document from NationStar. It states that the foreclosure will be lifted if I pay the delinquent months including late fees. The FTC website states that " By law, a debt collector is a person who regularly collects debts owed to others. Your mortgage servicer is considered a debt collector only if your loan was in default when the servicer acquired it. '' Prior to NationStar trying to collect, my account has never been in default.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2015-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-16
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am XXXX years old and live with my XXXX XXXX ( XXXX ) children. On XX/XX/XXXX I received certified letters stating that our home is scheduled to be sold at public auction on XX/XX/XXXX at XXXX PM. The Loan servicer is Nationstar Mortgage which acts as a collection agency. The mortgage was previously with XXXX XXXX XXXX and was transferred to Nationstar. The mortgage is n't in my name - it is my former husband 's name, although my name and his are both on the quit claim deed that is recorded with the County. Nationstar told me I can call them early this week for the exact payoff amount to bring the loan current and stop foreclosure and reinstate the loan ( the amount would be approximately {$45000.00} or more, of which they say I must " wire '' them the full amount the " same day '' they give me the payoff figure because the figure may " increase daily '' and they do not accept partial payment ) - Nationstar will not send me written confirmation of the amount or any proof that foreclosure will stop if I send them the money they demand, nor are they able to give me a an itemization of the fees and penalties that will be included. This puts me in a very vulnerable position. All they are willing to do is quote me the amount by phone with no itemization or other details other than how to wire them the money. I think a cashier 's check would afford me more protection. I do n't trust them and for good reason. Nationstar acts as a " debt collector '' for " XXXX XXXX XXXX XXXX XXXX XXXX as Trustee for the Certificateholders of XXXX, XXXX. Alternative Loan Trust XXXX, Mortgage Pass-Through Certificates, XXXX XXXX '' and if I wire them them the funds they demand, I have no legal protection that they 'll stop foreclosure before XXXX or that they will not misdirect the funds. They do not recognize me as the homeowner and have not communicated well with me. I 'll also be paying off a debt that is not even in my name, without any legal protection or written assurance that Nationstar will stop the foreclosure. There is one XXXX person ( myself ) and XXXX XXXX adult children living in the household and I do n't drive and we have nowhere to go if I lose my home which I was awarded in 2009 as part of the divorce settlement. There are court papers proving this. My former husband has been uncooperative when I tried to clear up this debt in the past. At first, Nationstar would not even discuss the loan with me until he eventually authorized them to do so, after much pleading. All I want to do is save our home of over 17 years. The house is old and needs a lot of work, so I can not afford a lawyer nor can I afford to lose this precious money which was part of a modest inheritance when my mother died. A HUD approved counselor and a loan officer at another bank explained recently that I qualify financially to obtain a new mortgage in my name and should be able to assume my former husband 's mortgage ( i.e. have Nationstar restructure it and put the loan in my name however Nationstar now refuses to do that before the house forecloses. ) I have begun the application process to refinance the house in my name with a different bank, however the process will take more than 30 days and requires my former husband 's signatures. I have no where else to go and do not drive. It would be detrimental to my son and daughter to move, since any change affects them. They both receive SSI and we are trying to save our home of over 17 years from foreclosure. I have sufficient funds to clear my ex-husband 's outstanding debt on the Nationstar mortgage and thus reinstate the existing mortgage and resume monthly payments on it, however I need legal assistance to protect myself and children in this matter and ca n't afford attorney fees. There is not much time. Please help me.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2015-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-15
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was discharged in bankruptcy
Consumer Complaint: This debt was part of bankruptcy. The home was foreclosed on through bankruptcy. I had my attorney write a letter to the company they closed the account but it still shows as an account that was in non-payment for XXXX months therefore really hurting my credit, which should not be on the credit bureau 's reports as the debt never should have been applied.
Company Response:
State: NC
Zip: 28401
Submitted Via: Web
Date Sent: 2015-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-08-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar mortgage has incompetent and irresponsible accounting practices. Since they have acquired my loan, they have missed property tax payments due from my impound account, lost payments, miscalculated unpaid balance owed with timely payments, and have the audacity to send me a letter saying I owe them a late fee. My credit scores are over XXXX, and I 've never missed a payment on anything. EVER! I do not trust they are operating with a fiduciary responsibility to their clients. It 's unethical to place a customer, who is making early on/time payments in harms way with regard to their credit. Their poor accounting practices are placing my credit in harms way.
Company Response:
State: CA
Zip: 92821
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX, a loan Consultant from NationStar started a loan application to do an FHA streamline refinance, she gave me a rate and pressured me to lock it. I refused because I wanted to shop for a better one. After a few days, I called her back to continue with the application, she refused and promised to call back. She never call back. Nationstar sent a letter to my house claiming I requested a payoff of {$320000.00} dollars and must be paid in full of the end of this month. I never made such request. I believed this was done because I was shopping around for a better deal. I attempted to refinance again in order to determine if this was a pattern with Nationstar, and spoke to XXXX XXXX XXXX XXXX. he informed he was not able to pull my credit because I have a freeze on my Credit Score. I knew this was a lie because I lifted the Freeze for 30 days. When a loan application was originated by XXXX XXXX, I noticed a XXXX XXXX, 2015 date on the application before the agreement will become null and void. I call him and he explained that he must used the previous date that XXXX XXXX had started because I had locked the rate. This was a lie. He told me instead of 60 days, I will have 45 days to complete the application. I review the application and forward it to XXXX XXXX. I sent over all required documentation except for the Home Insurance Declaration Page. When I contacted my insurance company XXXX, which is affiliated with XXXX, they informed me that my insurance was cancelled due to the fact they did not received payment. I was perplexed because I have an escrow account with Nationstar. In addition, my wife contacted Nationstar XX/XX/XXXX before the insurance was cancelled and spoke to a representative name XXXX XXXX XXXX submitted the necessary information. After reaching out to them to find out what was happening, Nationstar lied and informed me they attempted to reach out to XXXX and sent me letters to inform me they were not able to reach XXXX. I spoke to several representatives XXXX XXXX, XXXX, XXXX and a manager by the name of XXXX on different dates XXXX XXXX XXXX, XXXX, XXXX ] trying to understand why they failed to pay my home insurance. I attempted to buy different home insurance, but was told because of the lapsed with XXXX, they could not offered me one. The only one I received was with XXXX, XXXX, which required payment from me and not through an escrow. I refused because it was Nationstar who made the mistake. Because of Nationstar, I 'm not able to refinance with them or any other company before I have home insurance. They have ruined my name because I can not get home insurance. To matter worse, they sent me a letter on XXXX XXXX, 2015 threatening to place a high premium insurance on the house and lied and stated that I had informed them that I was going to pay Home Insurance directly. To avoid the high premium, I decided to go with XXXX and paid out my pocket {$1200.00}, which is more than I paid before of {$850.00} with XXXX. This a bullying tactic by a major company who is trying to cover its mistake. I did everything right, paid my mortgage, informed them of the Home Owners Insurance company, but yet I 'm the victim of unfair business practice by Nationstar.
Company Response:
State: NJ
Zip: 08859
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, 2015, I submitted a complaint against Nationstar to the CFPB, case number XXXX. The CFPB received the response on XXXX XXXX, 2015, where Nationstar admitted they were overcharging me due to using incorrect FHAMIP amounts in their calculations ( overcharging me by over {$2500.00} per year ). In their letter, they stated my monthly payments should be {$3300.00} instead of the {$3500.00} they were requiring starting XXXX XXXX, 2015. I filed another CFPB complaint today ( case number XXXX ), XXXX XXXX, 2015, because the {$3300.00} they claim I owe in their response is still incorrect. They erroneously double paid my homeowners/hazard insurance in the amount of {$1400.00} each time. This is causing inflated escrow analysis, wrongful charging of a " cushion shortage spread, '' plus increased base escrow payments each month. One hour after submitting case number XXXX today, I received a letter from Nationstar letter claiming my loan was in DEFAULT. Although I was forced to pay the XXXX payment late because I did not budget for Nationstar 's wrongful overcharging, I managed to send them {$3500.00} which cleared my checking account on XXXX XXXX, 2015. I immediately called them. I spent yet another hour and ten minutes trying to get it resolved. I was finally transferred to customer service representative XXXX XXXX. He confirmed that my {$3500.00} payment was received on XX/XX/2015. but that it was placed in a " suspense account '' because it was not enough. He confirmed that the payment was not applied to my account until XXXX XXXX, 2015 AND RESULTED IN NEGATIVE CREDIT REPORTING TO XXXX BUREAUS!!! They did all of this even though they KNEW there was research and potential errors and a CFPB complaint response pending!!! Even using their own over-calculations, they had {$130.00} MORE THAN THEY WERE OWED, refused to apply the funds they possessed, then turned around and reported me late. XXXX then told me that they could not correct their wrongful credit reporting for up to 30 days! This is absolutely unacceptable. What happened to FAIR CREDIT REPORTING? At this point, there must be alphabet soup of all of the regulations they must have violated. Please help me STOP THIS MADNESS.
Company Response:
State: CA
Zip: 92084
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In starting a Short Sale Approval process for a signed contract for the borrowers ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX 's ) mortgage loan with NationStar ( Loan # XXXX ) the bank is insisting that the home be " given a broader marketing '' which equates to an auction. The owners are under contract to sell to buyers and getting under contract with other buyers can put them at risk of a lawsuit. If the purchase offer is not satisfactory, the investor/bank has the right to counter the offer. They do not have the right to auction a property they do n't own.
Company Response:
State: VA
Zip: 20136
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I became very ill XX/XX/XXXX and have been unable to work since. I have had XXXX XXXX because of this issue ( XXXX ) and have had no luck in resolving the problem. I was on XXXX and just this past month was approved for XXXX. I lost my job and all of my benefits XXXX because I could not return to work and at that point my income went down to less than XXXX % of what it was and I had to start paying over {$400.00} a month for health insurance. My fianc and I maxed out our credit cards and used what money I had in my XXXX to try to continue to pay all of our bills including the house mortgage, but it got to the point that we were unable to keep doing it and were just falling farther and farther behind. XX/XX/XXXX year we put the house up for sale and moved into our other house as the mortgage was cheaper ( house that was left to me when my parents died ). In XX/XX/XXXX we stopped paying the mortgage. I have talked to Nationstar on at least 2 different occasions asking about the deed in lieu of foreclosure and they would not answer the question, but would just ask me if I wanted to refinance or if I had refinanced. I explained to them that it would not do any good as I would not be able to make the payment even if it was reduced and explained to them what had happened to me on several occasions. Now they have sent foreclosure paperwork. Why is the deed in lieu of foreclosure not an option? During the 5 years that we owned the house we put over {$30000.00} into the house as we had planned to stay, so the value of the house has only gone up since we bought it.
Company Response:
State: VT
Zip: 058XX
Submitted Via: Web
Date Sent: 2015-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No