Date Received: 2015-07-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: At the age of XXXX years old my father sign a mortgage agreement with NATIONSTAR Mortgage I ready do n't thank he know what he was doing or understood the agreement.
Company Response:
State: FL
Zip: 32818
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage was transferred to Nationstar in XXXX of 2015. My mortgage payment is due on the XXXX of every month. I am aware of a grace period that lasts until the XXXX of every month. I usually pay my mortgage on the XXXX or XXXX of each month online to prevent any late fees from being charged. When I made a payment to Nationstar on the XXXX of last month, I noticed that I was charged a XXXX transaction fee. I called Nationstar and was told that if they receive a payment after the XXXX of each month, they charge their customers a XXXX transaction fee. If payment is received before the XXXX, there is no additional fee. I believe this is wrong, I should not be charged any sort of fee for paying within the normal grace period. Nor should I be charged any sort of fee for paying my bill online, which is more cost effective than paying by mail or over the phone. Please look into this, I believe I am being ripped off.
Company Response:
State: NY
Zip: 10469
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XX/XX/XXXX I was legally awarded a property that was financed through Nationstar Mortgage following a divorce. It was stated in the divorce decree that I was legally responsible for the mortgage loan yet the mortgage company continues to refuse to speak with me regarding this account. I had to eventually refinance this property through a different financial institution because of all the problems they gave me. I have been trying to get an escrow check from my account after they tried to send it to my ex-husband but it was returned via return mail in which they then called my cell phone asking if I could provide a sufficient address for them to send him MY escrow check ( which I feel should actually illegal for them to do since I have submitted legal documentation that he has no financial or legal interest in the property and I had been making all payments on that loan since my divorce decree held me responsible for the loan ) but each time I call they transfer me to someone different, request several different documents to be sent over and then say it will take up to 10 business days to process those documents. I can never speak to a supervisor. I was given a supervisor XXXX XXXX email but he never got back in contact with me after sending him a quitclaim deed and my divorce decree AGAIN. I had to call back several times and speak with other customer service representatives. Today I was given a supervisor 's email that keeps coming back to me as error return email, her name was XXXX XXXX. I 'm not sure if I was just given a fake email so they could get me off the phone. No one can ever helps me with this situation. Here I am in XX/XX/XXXX still dealing with an issue that should have been resolved years ago and they still have my money from my escrow account. They refuse to acknowledge legal binding documents and refuse to help me with this matter.
Company Response:
State: TN
Zip: 37040
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am XXXX and fell behind on a few mortgage payments. I was able to make a large payment of XXXX dollars. Nationstar returned the check I sent. Nationstar informed me that I need to send XXXX in order to stay livi g in my home.
Company Response:
State: FL
Zip: 33710
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I recently filed a complaint against Nationstar on XXXX/XXXX/15 due to not being able to reach anyone in their customer service department or the department that handles loan remodifications after submitting my documents as requested. I have made over 20 calls to this company and have not had one call returned to me in reference to the status of my loan remodification. The one call I received last week was in reference to the first complaint that I filed and the lady told me the person handling my modification would be calling me and she never did. In addition, they claimed I did n't not submit a signed copy of page XXXX of my tax return which I did and it is included in the initial complaint. Had the lady not called me back in reference to this CFPB complaint I would not have known that alleged additional documentation was needed since no one is calling me or giving me a status of my account because they are not answering their phones. After I put in my ssn # and my zip code the phone rings or it sounds like it is being transferred and the line goes silent. No one picks up. How is this legal? I do believe this company is trying to have me default on my mortgage so they can steal my house. I am trying everything I can but I can not drive from NC to wherever they are to get customer service. I am going to file complaints with every federal bureau I know because right now I think nationstar is a scam. This is all a rouse to dupe people out of me out of my home even when I am trying everything I can to save it. Someone named XXXX XXXX is supposed to be handling my loan. She was also supposed to call. Again, I called XXXX and XXXX the past Friday and today about 10 times and ca n't get someone on the phone. They are supposed to be open from XXXX CT. Please help!!! I am going to contact every federal bureau I know to expose this company for what they are. Again, I have called every number for the last 3 weeks and not once was able to reach a representative. I have made over 20 calls. This is ridiculous!
Company Response:
State: NC
Zip: 27520
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My wife & I held a primary mortgage with XXXX and a HELOC with Nationstar Mortgage. We Refinanced ( which went very well ) maintaining XXXX as our primary lien holder and drawing additional funds to payoff the HELOC with Nationstar as well as draw some additional money for home improvements. We closed XXXX XXXX, 2015 and received our check very early XXXX. Upon closing, I cancelled recurring payments to our original obligation with XXXX and with Nationstar. On XXXX XXXX, I received an e-statement from Nationstar that reflected my balance, plus XXXX past due payment and XXXX upcoming. Given we closed over a month ago, I called and was told that they never received a payment, let alone a full payoff. My wife & I were shocked! We double-checked all the closing papers from the Refi, and the payoff amount was included. I called XXXX, who spent a great deal of time researching what happened, and they were able to provide me with the XXXX tracking number for the check cut to Nationstar. They were even able to confirm that the package was signed for at the Nationstar facility on XXXX XXXX and the check was later cashed on XXXX XXXX. I filed an online inquiry with Nationstar for tracking purposes after their call center proved incompetent at assisting me. In the online inquiry I provided them : 1 ) a snapshot of the closing papers that referenced the payoff amount, 2 ) the XXXX tracking number, and 3 ) the image of the payoff check ( which I had to obtain from the title company ). On XXXX XXXX when I recognized the payment had not been processed and my initial phone call to Nationstar my online statement read that I owed {$140.00} as " past due, '' and the following day, after making them aware of their oversight, they raised my amount past due to {$290.00}. Today is XXXX XXXX, 2015. I sent Nationstar the image of the payoff check XXXX XXXX, and my account has still not been credited. Keep in mind, they signed for & cashed this check over a month ago. And now the are piling on late fees & charges for an account that should be paid off completely. My attempts to work with them to properly credit my account are leading me nowhere and I feel my wife & I may end up either owing more as part of our attempt to better our financial situation through our Refi, or needing to spend a huge sum of money for legal help on a simple matter of taking and applying a payment. Can you please help us!!! XXXX XXXX
Company Response:
State: NC
Zip: 28277
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX XXXX sold my loan to Nationstar Mortgage XX/XX/XXXX. Everything seemed to be going well. Fast forward to XX/XX/XXXX. I paid off my loan on XX/XX/XXXX. In XX/XX/XXXX, Nationstar XXXX created and escrow account on my paid off loan for homeowners insurance that I already had for years with another agency. I sent proof of my insurance and my insurance agent faxed my insurance information to Nationstar Mortgage. XXXX XXXX in the Payoff Department then sent my payoff amount ( after cashing my check and the check clearing the bank on XX/XX/XXXX ) I contacted Nationstar Mortgage via phone. I spent two hours on hold, speaking to eight different individuals at Nationstar Mortgage. I again contacted my insurance agent, who again faxed insurance information to Nationstar Mortgage. I again spent an hour on the phone speaking to two individuals ( XXXX assuring me this issue would be resolved, XXXX in insurance department stated they received verification that I did indeed have insurance ). I sent, still again the payoff amount as quoted to me XXXX. I was assured issues would be resolved. On XX/XX/XXXX, I received payoff amount returned via express mail. I again returned the payoff amount to Nationstar Mortgage. I have never ran into this type of issue, where a loan company sets up an escrow account for insurance that I already have, on a loan that I paid off. Please help.
Company Response:
State: MO
Zip: 63020
Submitted Via: Web
Date Sent: 2015-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband and I had our mortgage with aurora loan services. Theysold it to Nationstar Mortgage. We had moved and rented the house and werewere late with payments but never missed. Many times aurora tried topush us into foreclosure but we were late with payments but nevermissed. they put XXXX the amount of late fees, etc. in a non interest bearing account and then sold the loan. When Auroraremodified the loan they never put a monthly late payment in. Repeatedly we asked nationstar to get us an underwriter to explainand send a loan packet explaining the loan. Nationstar neversent us any paper work and could never explain the loan. They sent adocument on XXXX XXXX, 2015 stating that XXXX XXXX owned ourhome. I called a loan officer from another mortgage company and asked aboutmy credit report they ran and she said they have put me late 8 times thisyear and it was only XX/XX/XXXX. XXXX months into the year. I expressed thatno late payments were established in the remodification of the loan. But that I had repeatedly asked Nationstar for a written documentation. We needed to make one extra payment. I started looking closely at themortgage statements and they were also charging me fees such asproperty inspection fees, etc. they said they would take them off. Theywere also changing our payments monthly. I asked for paperwork toexplain why. Nothing was sent. We bought another home in southCarolina and XXXX XXXX XXXX sold our loan to Nationstar. They raised our loan payment and we continually asked to talk to an underwriter forboth homes. To explain the extra chargesetc. They let our insurance lapse and we called them and they said without our consent they let itlapse and were paying the premiums with my moneyusing their insurance company. Again I had a charge on my statementand questioned it. They said it was a late payment. I said that you justbought the loan and it stated no late payment. I told them they werediscriminating against us. They sent me a welcome letter I then askedfor an underwriter and the paper work that we owned the house andwhat we were paying and why they were raising our payment. Then theysent me another letter with a few more pages still not showing me thatwe owned the houses and what we were paying for. I called the XXXX and they have XXXX complaints. They have only resolved maybe 5 to 10 percent. someone suedthem and won. I feel they have committed mortgage fraud and are beingsecretive. they have discriminated against us becauseof our age and maybe ignorance. The telemarketers say they cant give their names and to sell our house ifwe do not like the way they are doing business. They sent me a letter to resolve and I called the number listed andextension and it does not exist.
Company Response:
State: SC
Zip: 29579
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-07-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: i have been falling behind on my mortage payment due to work related injury- since i have fully recovered i have made all payments on time since y injury 2 years ago, and now close to caught up and only a payment behind. Nationstar offered a modification ( this has been going on for quite sometime ) unable to do so because there is always missing documents that re required that i summit -and its always changing. for example first we needed bank statements and rental income documentation. i send copys of checks and bank statements to justify this, the first phone call from XXXX XXXX clearly indicated that was good enough, ( either/ or will work ) i didnt ' ask for the modification -now it changed again. i need to " circle '' where the rental income is as far as deposit. i already gave copy of check, they can verify this. Today i got a phone call from XXXX XXXX. XXXX XXXX XXXX now saying its not good enough. i have been constantely " harrassed '' by her phone calls and all the mailings i consistantly get in the mail. i receive at lease XXXX phone calls a month if not more - i am requesting to have the recorded phone conversations send to CFPB to listen to.
Company Response:
State: CA
Zip: 94531
Submitted Via: Web
Date Sent: 2015-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-07-03
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am forced to reach out to you for assistance as a last resort. It 's been well over 3 years ago that I closed my short sale successfully and " cleared '' my debt with XXXX XXXX XXXX ( loan # s : XXXX & XXXX ), But for some reason I am still being harrassed by debt collectors from Nationstar ( # XXXX ) trying to collect on a debt that was settled on the shortsale transaction with XXXX XXXX XXXX ( # XXXX ) on XXXX/XXXX/2012. They are also falsely reporting this debt to the credit bureau.
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2015-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No