Complain about a product or service

Nationstar Mortgage

Y of Atlanta , GA September 18, 2009

Learned that my mortgage has recently been sold to Nationstar Mortgage by Flagstar Bank when I inquired about refinancing my loan. Flagstar advised that the mortgage had been sold and they could not do the refi. They told me to contact Nationstar directly. When I contacted them, the service was absolutely appalling. Not only did the customer service representative shout and reprimand me when I could not give him an account number that corresponded with what was in their system, he was awfully rude.

I honestly have very low expectations about how this is going to progress going forward. After being a customer with Flagstar for over 2 years, paying consistently on time since the inception of the loan, I would have expected better service than this. In addition, the on-line complaints about Northstar mortgage do not give me any comfort.

Dorothy of Sparks, NV September 13, 2009

I was with GMAC mortgage for many years and suddenly get a letter in January 2009 that I am now with Nationstar mortgage. I had lost my job 8-08-08 and was working closely with GMAC on my payments because I got behind and was certain I had it down to the penny. When I got my next statement from Nationstar it was quite a bit different.

I called and they told me all these things that completely confused me and that is where my nightmare has started. They failed to pay my homeowners insurance, my property tax which was all part of what GMAC had always done for me and when I got 3 months behind they recorded it in the county recorder of my default and pending foreclosure which I found out through a local real estate agent. The recording stated that I had not paid one payment to Nationstar since January 2009 which was an outright lie.

I am both frustrated and scared to trust anything they say but I am determined in one way or another to keep my house. I can't believe that no one can do anything about this situation. I am a single mom on unemployment and all they have told me this year is that they cannot help me until I get a job. I never realized until I got onto this site that others were going through the same type of thing with this company. Is there no help out there for us?

Michael of Longmeadow, MA September 11, 2009

I never had any problems with GMAC when I was with them. Ever since Nation Star has the loan I have had multiple problems. First off I want to state that I have never been late or ever missed any payments, EVER! Nation Star offered half of the services that GMAC did and they are more expensive for all the rest.

the latest is now the home insurance on my hose. It is full force and has not changed and all the payments are taken oout of the escrow. This has not changed. I contacted my insurance carrier and they contacted my provider and Nation Star to give them the proper information. Today i received a very threatening letter that "to protect THEIR interest THEY are going to obtain insurance for me.

I called and they want me to do their work for them by getting all the paperwork and faxing it to them, I informed them that my insurance company would be doing that. I was told that they don't always get all the info they need from the insurance carriers and if they don't get it all they won't apply it and I still will be subject to this hell that Nation Star likes to dish out.

I am not going to continue to deal with a company with much incompetence in dealing with their own customers and to do the job. I never asked for them and if they are going to buy my loan then they should do the job better and make it easier for me. I have nothing but false allegations and threats from Nation Star, their telephone IVR system is a mess and you can never speak to anyone above a rep who answers the phone.

They don't provide telephone numbers with the threatening letters so that you can not call them to complain of the lousy job they are doing again and again. I am filing with the Better Business Bureau, state officials, and I will try to remortgage with another company asap.

Darnel of Milford , PA August 14, 2009

nationstar bought our mortgage from GMAC and did not offer half the services and now a year latere im getting letters saying that i have no hazard insurance... It seems like they can play by their own rules when its good for them and to get someone who knows what to do or knows what they are doing would be great ... now they are saying im 4 months behind in a letter sent out in july but header dated Sept 2009... unbelievable there should have been a law for mortgage buyouts if you dont offer the same services then you cant buy the loan this is the 4th problem in less then a year... never had a problem with GMAC... dont know what I owe what insurance I have or who theyare paying on mysehalf.

Guy of Jackson, SC August 3, 2009

When Ditech sold our mortgage, our world fell apart. We began with an attempt to contact Nationstar for a loan modification. My health issues took me out of the work force. We were told what documents were needed and how to send them to Nationstar. Those documents were readied and I faxed all (eight) pages to Nationstar. My fax machine printed the confirmation "sent,OK". Several months passed and we were close to losing our home. We contacted Nationstar and we were advised our loan modification process was never started because our necessary documents never arrived. I explained that I had a fax confirmation and I sent the documents months before. Nationstar advised us at that time to re-send the documents. I was so frustrated that I contacted FHA and they led us to another government entity. It appeared whatever and whomever we contacted that Nationstar was always contacting us with phone calls about late payments.

We are still in the house and Nationstar sends us various faux ways to modify our loan. However, there are stipulations in their programs that make it relatively impossible for any type of loan modification. So, we are trying to sell and every payment is an act of God. Never in my 50 year life of dealing with people have I ever dealt with people like those at Nationstar. These folks are truely inept, living on the edge of ethics and law. I totally agree, there should be a class action suit against Nationstar.

Pat of Bakersfield, CA July 31, 2009

I contacted NationStar in December of 2008. I wanted a loan modification. I had already contacted Fannie Mae who had told me I was eligible for 'an early workout program' or 'refinance streamline'. When I spoke to NationStar I mentioned my contact with Fannie Mae. I was given the name of the Loan Modification Team Leader and his direct phone number. A Mr. Brandon A is the Manager for the Team and Ron Thomas is the VP in Charge.

I contacted them again in March and got nowhere. I went to HUD counselors to be sure everything was being documented. A person in the Loan Modification Team (Eric) spoke to us on the phone and said I was to fax them a package of items including a hardship letter. I faxed the package and sent it to them Fed EX with Signature required to the Loan Modification team. It was signed for and received by the Loan Modification team. I was to wait 60 days to get an answer. I did, and called them back and was stone-walled.

Clearly we need a class action suit to be sure they understand they need to be honest and act in good faith. I called Fannie Mae and told them that Nation star was non-cooperative with the President Obama and Fannie Mae rules. NationStar was placed on a list. They apparently feel that they can pretty much ignore everyone. We need to encourage them to change their mind. I hope my information has helped some people out there.

Raul of Wichita, KS July 29, 2009

Getting Payoff and the process that it has taken for my parents who are on a fixed income the have to do. While Nationstar has been charging fee's like County Recording Fee of 7.00 and also seeing on the payoff start words like "corporate Advance 15.39" and "escrow advance 79.00" They have no explanation on these terms and have been taken advantage of y parents for the last 10 years at a 12% rate.

I know that may sound like I'm ranting, but I do think that this company has taken my parents money for the last ten years and also have no been clear on charges and rate increase during the time we have been doing business. Finally being on your site and see other peoples complaints - it seems that they pray on the elderly and the there lack of knowledge of the way that these companies work.

Albert of Satellite Beach, FL June 22, 2009

Essentially, the problem is that they do not apply extra payments to the principal. I pay on time and every month I pay well over the payment due. They either defer out the loan until later or just apply it to phantom accrued interest. I cannot get a timely accounting of the payments and I seem to be throwing it into the well. No movement on the principal.

I don't want to refi in this environment but I would like to know if there are legal remedies to get them to apply payments correctly. I probably need an attorney to make sure that I get the payoff applied correctly in the future and that they record it properly. They are not trustworthy. The only good thing about the housing bust is that prople will look more closely at their potential lenders and certainly will avoid this con game.

Marlene of Springfield, VT June 15, 2009

In 2007 they let a D. Darling take aout a 75,000.00 mortgage on my home. It was all paid for. Claiming he was married to me, in fact he was not.I had a durable power of attorney in place, naming my brother as my spouse of 30 years passed away. Nationstar variable interest rate is 10.8 % when I live on a fixed income and disabled. There practices are deceptive, predatory and in bad faith.

I do not understand how with my income at that time was 650.0 a month, a mortgage was given with payments that high, my debt to income ratio would have been 100% to Nationstar. They refuse to negotiate and put me into a fixed rate low interest rate. They never respons to letters asking for modifications. Instaed I received a 20 day foreclosure notice adressed to Occupants. After filing response to complaint a sheriif then served me with complaint to foreclose.

Put me in dire finacial straights, losing my home. I am disabled and distraught. I woould like to see a lawyer resolve this on a contingency basis

Chuck of Outsidephilly, PA June 4, 2009

Read letter posted on your site from Paul of Bellingham MA. I had exact same issue. Same program, same dates same terms. Same problem..."program cancelled" I told them to provide it in writing because we signed a detailed contractual agreement with them. Paul did too. I called them sent faxes, letters etc. demanding they provide documentation in writing. I spoke to about eight people demanding the next superior each time. They eventually agreed to meet the terms of the SMP as per the contract. I demanded they send me something in writing which I just received.

Lost work time-- 4 days total since dealing with Nationstar and their SMP. They also claimed to have lost a payment but I sent it priority wtih tracking and copied all documents including the checks sent. The stress of having a problem with a company that is supposed to be helping has been unreaal.

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