- Report: #990743
Report - Rebuttal - Arbitrate
Complaint Review: Nationstar Mortgage
Nationstar Mortgage350 Highland Drive Lewisville, Texas United States of America
Nationstar Mortgage Scam artists or incompetence Lewisville, Texas
My mortgage was acquired in late 2010 by Nationstar Mortgage of Lewisville, TX. I signed an escrow waiver with my original lender at the closing in 05/09, and never had a lapse in Insurance coverage, and always kept my property taxes up to date. In June of 2011 I was contacted by Nationstar and asked to submit proof of my insurance. They ask you to submit insurance information at their website (www.mycoverageinfo.com), which I did and provided the information regarding my policy. In July I received a letter from Nationstar indicating that they had not received my policy information, and indicated that they must receive it within 30 days. I called on July 19 and spoke with an agent, told her that I submitted my info online, she said she saw it in the system, apologized, and said that she didn't know why or what happened, but it would be corrected. Then in August I received a letter indicating that an insurance policy was opened on my behalf in the amount of $3,083.00/year, more than triple the cost of my existing policy! I called again and spoke with an agent who told me to fax over the declarations page to my homeowners policy and that she would get it taken care of. I faxed over my policy information on 8/31/11 and she called and left me a voicemail confirming that she had received my policy.
Then in September I received a statement indicating that my next payment would be increasing by $406.79/month (from my original $724.17 principal and interest) to $1,130.96. Assuming that everything was resolved since I had submitted all of my information multiple times, I proceeded to pay my normal principal and interest amount on 9/23. In early October I logged into my Nationstar account online, and it indicated that I had not made my payment due October 1st (they received it a week early). Then the phone calls began harassing me for payments, they began adding late fees, and would let my payments sit in suspense accounts and not apply them since I hadn't made a "full payment". I was in contact with Nationstar at this time, but was unable to get the issue resolved. They had me sign another Escrow Waiver, which I signed and sent over on 10/24/11.
At this point I began writing the Better Business Bureau of Dallas, Texas. The harassing calls continued, the late fees began to pile up, and every month they claimed I owed more and more. Finally on 12/31/11 I sent a letter to the State (of MI) Attorney General who referred my case to the Department of Licensing and Regulatory Affairs. It was at this point that my situation began to get resolved (or so it appeared). I finally received a letter of resolution on 6/6/12. I assumed that I would have no further issues. In 5/12 I received another letter from Nationstar indicating that they did not have proof of my homeowners insurance policy on file. The policy had not changed-- same policy number, same company, same agent. Again I logged into their online system and entered the policy information. Then in 9/12 I received an escrow statement from Nationstar indicating that my monthly payment would go up on 12/1/12. I called on 10/14/12 and Spoke with an agent in the Mortgage Hazard Insurance Department who stated that the amount would be refunded and the escrow removed.
In November I received another statement indicating that my payment was going up in December. I called and spoke with another agent in the escrow department who told me it was because they needed an (another) escrow waiver, which I signed and faxed over. I made my normal payment for December on 11/30. Then on 12/18 I started getting harrsing phone calls for December's payment. On 12/24 I received a letter informing me that the amount received on 11/30 was placed in a "suspense" account. I made my normal payment for January ($724.17) on 12/28/12. They used that along with the balance in suspense for December's payment, then put that remaining balance in suspense and currently show me as late. The folks at Nationstar commonly misplace documents submitted, and every time you call and speak with a different agent you get a different answer. It's as if no one really knows what's going on.
As of yesterday I called to try and refinance with another lender in order to get away from these folks. Hopefully they haven't ruined my credit. The way this company handles peoples finances is wreckless, carless, and boils down to just plain negligence. We need a class action lawsuit against this company-- from what it appears there are a lot of people having either the same or similar issues as me.
This report was posted on Ripoff Report on 01/03/2013 01:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/Nationstar-Mortgage/Lewisville-Texas-75067/Nationstar-Mortgage-Scam-artists-or-incompetence-Lewisville-Texas-990743. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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