After a divorce and having a home mortaged with NationStar on the market for 2 years, and finally selling, I discovered I had a PrePayment Penalty ($2740) added to the final pay-off amount. I wrote and faxed letters at 2 different times prior to closing asking for this amount to be waived completely or reduced. A divorce and consequently having to sell the home or face worse financial problems; to me is a hardship. Getting no replies to my correspondance, the law office handling the title work and closing was informed by a Customer Relations Officer of NationStar Mortgage, that they would not waive or reduce the PrePayment Penalty prior to closing. The loan would have to be paid in full, and THEN reviewed for a refund.
At closing, the law office informed me that they had been told by NationStar that there would be a minimum of 10 days before any refund review would take place. Now over 40 days, numerious calls, and more information faxed to NationStar; I am told that no refund is coming, no review will be made, and that ONLY waivers are issued only PRIOR to closings. The Customer Relations Officer has even denied ever speaking with the law office. The personnel at the law office informed me that a Customer Relations Officer did indeed call them to give them the payoff amount and her private FAX number. How else could they have got it?
The Customer Relations Department said one thing prior to closing and the complete opposite after closing. They have denied making phone calls, change their minds on what constitutes "hardship", and repeatedly gave me hope that a full or partial refund would be made; only to disavow everything.
When I think of the many months I considered doing a short-sale on the property and even at times just letting it be foreclosed on, I feel a refund of the $2740 would be a win-win for NationStar. I am glad I no longer have a mortage with Centex/NationalStar and am very happy I am not one of their employees. I guess now it's just a company I will never do business with again and make sure all my friends and relative don't either.