Date Received: 2015-05-11
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received an email on XXXX XXXX from Nationstar Mortgage informing me that my mortgage with XXXX XXXX XXXX had been transferred to them as of that date ( XXXX XXXX ). This was the XXXX correspondence I had received that even stated my loan was being transferred. At that time, I attempted to log into XXXX XXXX XXXX to see if I could get any documentation to download and was not able to see my loan information. In that email it also stated that my loan information would be available in the Nationstar system by XXXX XXXX. On XXXX XXXX, I received an email from Nationstar informing me that I could log into their system with my old loan number and see everything online in order to make a payment. I was unable to do so and have sent off several emails and contacted Nationstar because my mortgage is due on the XXXX. I am extremely stressed over this whole thing because I was given no notice, was not allowed to access my account on XXXX XXXX XXXX, and now am unable to register or log in with a new lender. In the last email, it was stated that I would receive my new loan number in the mail in a few weeks. This will then cause me to be late on my mortgage and I do not want it to be affected. This is a very nightmarish situation, and from my understanding, I should have at least been notified of the changes.
Company Response:
State: NE
Zip: 68135
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-11
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Let me start by saying that my wife is pregnant with our XXXX child and due any day now. The undue hardship that this has caused us is beyond words. This complaint is against Nationstar Mortgage. XXXX XXXX XXXX service released my mortgage and sold it to Nationstar on XXXX XXXXXX/XX/2015 XXXX did not notify me of this. I was scheduled to close on the sale of the home on XXXX XXXX, XX/XX/2015, but had to cancel XXXX due to Nationstar refusing to send me a payoff quote form. I spoke to XXXX different " supervisors '' and was told a different excuse by each one. In XXXX years, I have never been so much as late for a payment and now these banks are taking advantage of me. All I need is a simple payoff request form faxed to me in order to be able to close.
Company Response:
State: OH
Zip: 45140
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I requested a payoff quote in preparation of selling my house. The servicer included around 7,000 $ in unpaid interest owed in this quote. The servicer reports that I have not paid interest from XX/XX/XXXX until now XX/XX/XXXX. I have made all my payments on time for years. How is it now that I 'm selling my house they are charging me this interest.
Company Response:
State: OR
Zip: 974XX
Submitted Via: Web
Date Sent: 2015-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-10
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: On XXXX/XXXX/15 spoke with XXXX XXXX, an agent for XXXX XXXX XXXX XXXX, VA., requesting information regarding mortgages. To refinance my mortgage with some cash out, XXXX quoted 3.75 % w/no points. On that same day my spouse and I electronically approved credit check as requested by XXXX 's supervisor XXXX XXXX. By XXXX we had electronically submitted the application and the required information. On XXXX, I spoke with XXXX and asked advice regarding XXXX XXXX outstanding balance. We agreed on a course of action. All specified information was electronically submitted between XXXX. As specified, our home appraisal was done XXXX to which I notified XXXX. On XXXX, I was notified of approval on XXXX from XXXX XXXX who requested XXXX additional items. See attached exhibit A. All items were submitted immediately via fax except employment verification which was received by XXXX on XXXX. See exhibit B. Also, letter was sent to XXXX restating the advice given by XXXX XXXX and XXXX XXXX regarding the payoff of the XXXX XXXX account. Not included due to sensitive information. After submission of that letter, I received an e-mail from XXXX XXXX stating she will forward my information to her supervisor, XXXX XXXX, requesting we try to have closing " this week. '' Exhibit C. Since there was no response, I requested an update on XXXX. There was no additional information requested. On XXXX, I sent an e-mail with loan processing department head, XXXX XXXX asking for an update. On Saturday, XXXX she replied she will get with XXXX on Monday and review everything with her. See Exhibit D. No additional information was requested. Up until this point and including this call, all information that was requested by XXXX, XXXX, and the underwriter had been provided. On XXXX/XXXX/15, I spoke with XXXX late in the day asking about the delay as it relates to the payoff of the XXXX XXXX account. She had all the requested information. She replied, " ok, I understand about the checks. It will take XXXX days for her to get with my bank ( XXXX ) to check balances in both accounts over the last XXXX months to make sure there were no major swings. '' I asked why she could n't use the bank statements she had in her possession Her reply was a repeat that " it will take XXXX days for me to get with my bank to check balances to make sure there were no major swings in my accounts. '' According to her this was requested by underwriter. After hanging up with her, I called the original originator, XXXX XXXX, and reiterated that this process was taking long and what would the rates be if I was to re-apply especially if this process takes longer. He said he would get back to me. On XXXX, XXXX XXXX sent an e-mail stating the new rates of 4 % with XXXX points or 4.125 % with XXXX point. See exhibit E. At the time, Aurora XXXX was advertising in the real estate section of the XXXX as low as 3.625 % for a jumbo. See exhibit F dated XXXX XXXX, 2015. On XXXX XXXX, I received the attached e-mail from XXXX XXXX. According to the denial, the credit application was denied because the application was incomplete. See exhibit G. Subsequent to that I requested a copy of the credit report Credit Plus which was cited by XXXX XXXX in their denial letter. There was nothing in the report to indicate poor, inaccurate, or incomplete information. Copy not sent due to the confidential information contained in the report. Subsequently I started new process with another company and was approved within XXXX days. XXXX was higher than XXXX, but lower than 4.0 %. Aurora obviously used bait and switch, purposely delayed approval costing my wife and I an additional appraisal fee and additional closing and mortgage rate fees.
Company Response:
State: MD
Zip: 20850
Submitted Via: Web
Date Sent: 2015-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Nationstar MortgageMonday, XXXX XXXX, XX/XX/2015nationstar IS NOT APPLYING MY PRINCIPAL PAYMENTS TO PRINCIPAL THEY ARE APPLYING IT TO FEES. i paid an additional {$20.00} to the principal and as you can see from the records below but when i login to my nationstar mortgage account they have the {$20.00} applied to FEES. they do n't say what kind of FEES it just says {$20.00} fees principal paid {$0.00}. why did XXXX allow me to get stuck having nationstar mortgage get my home loan from XXXX home loans??? Thank you for making a payment at MyNationstar.com! Below are your payment details : From Account : XXXX Bank and XXXX XXXX Account : Loan Number XXXXPayment Date : Monday XXXX XXXX, XX/XX/2015Payment Amount : $ XXXX Fee : $ 0.00Additional Escrow : $ 0.00Additional Principal : $ XXXX Amount : $ XXXX Payment : $ XXXX confirmation number is XXXX
Company Response:
State: OK
Zip: 73072
Submitted Via: Web
Date Sent: 2015-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XXXX/XXXX/2015 ... ..Your confirmation number is XXXX. i paid my XXXX 2015 mortgage payment IN FULL via the nationstar website ON XXXX XXXX 2015 and when i login to my account now your website is now NOT giving me credit for paying my mortgage on XXXX XXXX 2015 and there and no pending transactions showing i paid the XXXX XXXX 2015 mortgage payment in full ... .I NEED TO GET CREDIT FOR PAYING MY MORTGAGE ON TIME IN THE MONTH OF XXXX XXXX 2015 USING your confirmation number XXXX ... HELP??? DID YOU POST MY ACCOUNT ON TIME??? WHY IS N'T THERE ANYTHING SHOWING UNDER MY PENDING TRANSACTIONS i paid on time??? did you post my mortgage payment IN FULL for XXXX XXXX 2015??? i paid the XXXX 2015 mortgage payment in full with my XXXX XXXX checking account ... Nationstar MortgageMonday, XXXX XXXX, 2015Thank you for making a payment at MyNationstar.com! Below are your payment details : From Account : XXXX Bank and XXXX XXXX Account : Loan Number XXXXPayment Date : Monday XXXX, 2015Payment Amount : XXXXTransaction Fee : XXXXAdditional Escrow : XXXXAdditional Principal : XXXXOther Amount : XXXXTotal Payment : $ XXXX confirmation number is XXXXYOU NEED TO FIX MY ACCOUNT AND APPLY MY PRINCIPAL WHEN I PAY EXTRA TOWARDS PRINCIPAL DO NOT APPLY IT TO FEES!!! PER THE ACCOUNT INFORMATION ABOVE I PAID {$20.00} EXTRA TOWARDS REDUCING MY PRINCIPAL AND YOU PEOPLE APPLY IT TO FEES???? THAT EXTRA {$20.00} WAS SUPPOSE TO BE APPLIED TO PRINCIPAL!!! WHEN I PAID AND PER THE TRANSACTION ABOVE {$20.00} EXTRA IS TO BE APPLIED TO PRINCIPAL ... DO YOU GET THAT???? WHEN I PAY TOWARDS THE PRINCIPAL APPLY IT TOWARDS THE PRINCIPAL!!!! ALL YOU PEOPLE DO IS CAUSE ME PROBLEMS THEN I HAVE TO CONTACT THE CONSUMER FINANCIAL PROTECTION BUREAU AND REMIND THEM YOU HAVE NOTHING TO DO WITH LENDING AND WHAT SCAM ARTISTS YOU ARE ... WHY CA N'T YOU ALL GET AN EDUCATION OF SOME KIND THEN DO THINGS AS THEY AS SUPPOSE TO BE DONE WHY DO YOU ALWAYS HAVE TO COMPLICATE THINGS??? I 'M ONLY STUCK WITH YOU ALL BECAUSE I REALLY DID MY HOME LOAN WITH XXXX AND SOMEHOW YOU SCAM ARTISTS GOT A HOLD OF MY LOAN AND TRY TO XXXX ME EVERY CHANCE YOU GET!!! the XXXX website is down and not working because it will NOT let me hit the submit button to submit my complaint so since you senators created the bill to found the CFPB you need to hear my complaints. per the information below i paid my mortgage and {$20.00} extra towards paying down the principal and nationstar mortgage applies the money to " FEES '' so my principal DID NOT go down an extra {$20.00} ... my XXXX scam artist mortgage company applied that money to fees and not towards taking down the principal ... HELP??? Nationstar MortgageMonday, XXXX XXXX, 2015Thank you for making a payment at MyNationstar.com! Below are your payment details : From Account : XXXX Bank and XXXX XXXX Account : Loan Number XXXX Date : Monday XXXX XXXX, 2015Payment Amount : XXXXTransaction Fee : XXXXAdditional Escrow : XXXXAdditional Principal : XXXXOther Amount : XXXXTotal Payment : XXXXYour confirmation number is XXXXthis is my message to nationstar : YOU NEED TO FIX MY ACCOUNT AND APPLY MY PRINCIPAL WHEN I PAY EXTRA TOWARDS PRINCIPAL DO NOT APPLY IT TO FEES!!! PER THE ACCOUNT INFORMATION ABOVE I PAID {$20.00} EXTRA TOWARDS REDUCING MY PRINCIPAL AND YOU PEOPLE APPLY IT TO FEES???? THAT EXTRA {$20.00} WAS SUPPOSE TO BE APPLIED TO PRINCIPAL!!! WHEN I PAID AND PER THE TRANSACTION ABOVE {$20.00} EXTRA IS TO BE APPLIEDHELP???
Company Response:
State: OK
Zip: 73072
Submitted Via: Web
Date Sent: 2015-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX/XXXX/15 NationStar sold our XXXX loan. They will not tell me anything about it. I just saw in my online account there was a non cash adjustment for the amount of the loan. I tried to make a payment and I ca n't. They wo n't tell me even why I ca n't make a payment. My son an accountant told me it was sold. It was sold on XXXX/XXXX/15. I have no information as to who bought the loan and where I need to make a payment. This account has been frozen by Nationstar due to them buying it from XXXX XXXX XXXX and not getting the modification papers. I sent them 4 times. Someone finally found them so I know they had them. They sent back payments when we tried to pay the loan payment. The said to make a payment XXXX XXXX. We tried and they would n't take a payment. Now I find out why, they do n't have the loan to pay. ( I have a letter from Nationstar telling us to make the XXXX XXXX 2015 payment ) I need to know who has the loan and where to send payment.
Company Response:
State: OR
Zip: 97229
Submitted Via: Web
Date Sent: 2015-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-09
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am selling a home and attempting to get a payoff for the title company. XXXX XXXX XXXX sold this mortgage to NationStar. I was n't notified until XXXX/XXXX/2015 via US mail that my mortgage was to be serviced by Nationstar. Anticipating a closing on my sale in the next XXXX weeks I had be on-line looking at my mortgage account on the XXXX of XXXX and noticed irregular activity in the escrow account. I inquired about it and after considerable time on the phone I was informed that my mortgage was to be serviced by a new company. They told me that they had sent out a notice but only just the day before on the XXXX. They said it would include all the information. I told them the house was sold and I w\expected to be closing around the time of the transfer. I asked if this could postponed of canceled because I would need a payoff statement and I could foresee problems with getting this from a new servicer. Of course they could do nothing. We informed the buyers and tried to close before the transfer and scheduled it for the XXXX of XXXX. A payoff was obtained from B of A. The day before we were to close it was canceled because the title company was missing some document from the buyers. I hoped we could resolve it and close in XXXX XXXX but that did n't happen. On XXXX Monday XXXX XXXX I called Nationstar to see what information I could get and hopefully get the process going in anticipation of a clear to close any minute. Nationstar would not/could not provide anything as they said my account had not been " boarded ''. They stated it was scheduled to board on XXXX XXXX. Tuesday we were given clear to close. ON wednesday I call Nationstar and was again told they was nothing they could do and a supervisor ( XXXX ) told me it would be boarded Friday morning at XXXX and after 1 hour I could get the payoff. He said they were very aware of my issue and would call the number on my account as soon as it was available. Friday the XXXX I called and was told it was n't boarded and I could not get anything. I explained what I was told and she said I do n't know why you were told that. After a lengthy conversation I was told that the boarding was delayed and It could be at the end of the day. I persisted to ask and was then told maybe tomorrow morning and that they would be open until XXXX pm central time. I 'm now unable to close on this home and the buyers are out of their interest lock as of tuesday. We have only Monday to close and the title company said we had to have the payoff document Friday to have the closing documents ready for Monday. This entire deal may well be lost and all of the past 2 months wasted time and costs. Everyday costs me more money. I am out hundreds if we close at all and nearly {$4500.00} if I have to relist this property. I think I should ot have to suffer losses because of a bank decision to sell my mortgage. I think the buyer of the mortgage should have to assume the responsibility for service to the client. Ithink 8 days or more is unacceptable to board an account. This was completely out of my control and I did everything possible to inform both banks of the situation yet I am the one paying for this. At this point I 'm not confident I will ever get this resolved.
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2015-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: 1. Payments made to NationStar in excess of the monthly mortgage amount have incorrectly gone toward interest, rather than 'principal only '. This occurred in XXXX and XXXX, XXXX. I was assured each time that amounts above the monthly payment would be applied to principal. These had later been reversed until XXXX, XXXX. I advised NationStar, in advance, of a large, principal only paydown ( set for XXXX/XXXX/XXXX ). This was incorrectly applied on XXXX/XXXX/XXXX. The reversal was not applied until XXXX/XXXX/XXXX. 2. I desire an independent audit of the loan history since the XXXX transfer from XXXX XXXX XXXX to ensure that the current balance due is correct. My intent is to verify the payoff balance and transfer the balance to another lender via a HELOC.
Company Response:
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2015-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-08
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Champion Mortgage refuses to process any of the documents we have submitted, we have on multiple occasions sent in residency verification letters, authorization letters, copies of our insurance and they continually deny receiving the paperwork. I have been placed on hold for very long periods of time and can not get anywhere with them. They are negligently and purposely not processing paperwork in order to have an excuse to foreclose. They have now begun foreclosure proceedings due to non occupancy and an incorrect insurance and taxes balance because of their negligent actions.
Company Response:
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2015-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No