Consumer complaint received 2015-06-11
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have tried to escalate this matter with NationStar multiple times in the past. I have opened a case with FTC - XXXX as well as XXXX XXXX. The reports contains all of the details of all the fraud, identity theft and harm that has been caused to me in details. I have been struggling to clear the damages cause. I was guided by the FTC to open a new case to resolve this matter, and if that does n't work that it would be escalated with the Federal Trade Commission. 

From XXXX XXXX to XXXX XXXX XXXX XXXX was my tenant. During this time XXXX XXXX was able to compromise my account and make changes to the account such as changing my contact information so that I would not be aware of her delinquents, as NationStar was corresponding to XXXX XXXX, instead of me. These actions caused by her are fraud. 

- On XXXX XXXX, XXXX, XXXX XXXX made a loan modification to my account without my consent or awareness by calling the 'Making home affordable ' department. If you reference the document attached, on page XXXX of the document, it shows faxed by her. 
- On XXXX XXXX, XXXX, XXXX XXXX wrote a forfeit letter again professing to be me, granting herself authorization to my account. This was XXXX of many methods which she used to compromise my account. This forfeit letter was given to me by NationStar during XXXX of my escalation with XXXX XXXX on XXXX disputing the fraud activities cause to this account. This letter was written by XXXX XXXX pretending to be me. If you call the number on the letter, that is XXXX XXXX cell phone number, and if you track the fax, it would show that it was faxed from her job. 
- I 'm suspect there might be more fraudulent activities on this account. 

Below are the actions I took to secure my accounts : -XX/XX/XXXX-changed username and password. 
- XX/XX/XXXX-legal action to remove XXXX XXXX from the property. 
-XX/XX/XXXX-I requested in writing, to revoke XXXX XXXX access to my account. 
XX/XX/XXXX-XXXX XXXX was evicted from the property-XX/XX/XXXX-Escalated to XXXX XXXX ; Stated that security would be enforced-XX/XX/XXXX-Escalated to XXXX XXXX - Contacted NationStar regarding the continued fraud findings and secure my account with a password. 

I have been requesting XXXX things from NationStar 1 ) to secure my account and 2 ) to clear the damages caused to me. But have been unsuccessful by NationStar. These security implementation made some progress, but do n't thoroughly secure my accounts as XXXX XXXX was still able to penetrate to my account and make changes such as removing bank account information around XXXX/XXXX/XXXX, also, when I call the support number, I seldom get asked for the password on my account. 

Have escalated to NationStar:XX/XX/XXXX - XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXXXXXXSummary : Yet upon discovering the fraud caused to the account, I feel NationStar rather look the other way instead of removing the negative remarks on my credit file cause out of fraud activities by my XXXX XXXX, and even still, my account is not completely secure which I have requested multiple times. Fraud activities was allowed on my account with NationStar lack of security. XXXX XXXX repetitively been causing harm to me with her delinquents and using my identity to conceal her actions out of fraud activities. I have taken legal actions to remove her from the property, and requested NationStar to enforce more security on my mortgage account. I have received the property on XXXX XXXX, XXXX and have been current since. 


Attached : Loan modification by XXXX XXXXForfeit letter by XXXX XXXXXXXX Police reportsLetters to NationStarCourt ReceiptFederal Trade Commission report

Company response to consumer: Closed with explanation