Consumer complaint received 2015-11-01
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: NATIONSTAR MORTGAGE LLC (OH)

XXXX and XXXX, XXXX and XXXX years old, respectfully ask for your assistance in resolving our ongoing ( XXXX ) and detrimental mortgage servicing issues with Nationstar Mortgage , LLC and a stay of foreclosure/sheriff sale currently pending as initiated by Nationstar. 
We believe that Nationstar has, and continues to ; violate provisions of the CFPB, including rules and regulations from the Federal Reserve, Federal Consumer Protection Law and the Federal Trade Commission. Nationstar is # XXXX in CFPB complaints, XXXX complaints, XXXX public resolutions. Samples of the violations, including evidence, are detailed below. 
SummaryDuring XXXX we refinanced XXXX mortgages with XXXX XXXX Bank, secured by existing residential investment property that we earmarked for our retirement. These loans were originally serviced by XXXX, and then servicing transferred to XXXX mortgage. Both companies serviced these loans without a single issue, payments were applied correctly, escrow accounts were managed as agreed, and communication between servicer and us was professional and correct. 
In XXXX of XXXX, the loan servicing was transferred to Nationstar, without notice from Nationstar, and accounting problems occurred during the very first payment. We will show examples ( Exhibits XXXX ) that support the systemic violations and mismanagement committed by Nationstar. 
Regulation X and Regulation Z violationsShown below are examples of the violations. In regards to all XXXX loans, there are XXXX additional legal size boxes filled with information in support of our allegations. 
Communications : XXXX ( XXXX ) Mortgage servicing transfers. ( XXXX XXXX ) ( Exhibit XXXX ) A total of XXXX properties were serviced by XXXX ( XXXX ), and transferred to Nationstar on XXXX/XXXX/XXXX as servicer. No notice of change of servicer received from Nationstar. 
XXXX Requests for information ( XXXX ) ( XXXX XXXX ) ( sample : Exhibit XXXX ) Over XXXX letters sent to Nationstar during the time period of XXXX XXXX XXXX, ( average of XXXX letters per loan ) requesting information and/or clarification were not responded to. 
XXXX Requests for information ( XXXX ) + ( XXXX ) ( XXXX responses ) ( sample : Exhibit XXXX ) ( XXXX ) No acknowledgment of receipt of request for information and/or clarification. 
( XXXX ) No responses from Nationstar. None. Nationstar continued to send notices, not acknowledging the errors or misapplied payments. The only communication received from Nationstar were form responses that were not helpful and did not include any actual information or attempts for error resolution. 
Payment Application : XXXX ( XXXX ) Borrower payments during transfer of servicing ( XXXX XXXX ) ( Exhibit XXXX ) The escrow payment transferred from XXXX to Nationstar in XXXX, shown on XXXX statement as transferred, was removed from account via a non-cash transaction in XXXX XXXX ( Sample attached ) Servicing XXXX Error resolution procedures ( XXXX ) ( Continues over six years ) ( Exhibit XXXX ) ( XXXX ) ( XXXX ) + CFR XXXX ( XXXX ) ( XXXX ) Payment for XXXX XXXX ( via check ) for Loan XXXX, mailed XXXX/XXXX/XXXX, cashed XXXX/XXXX/XXXX by Nationstar, not applied as reflected on Nationstar records. XXXX XXXX payment ( via check ) was accepted by XXXX. Subsequent efforts to reconcile account were not acknowledged. 
Current StatusMediationOn XXXX XXXX, XXXX we entered mediation, presented a plan to resolve issues, garnered an endorsement from the XXXX XXXX and judged reasonable by Nationstar attorneys present, rejected by Nationstar 's corporate office. 
Court TrialOn XXXX XXXX, XXXX, our countersuit was quickly and summarily dismissed by Judge XXXX. At the time of the trial, evidence supporting our position, including evidence of errors and mismanagement was not presented in court. Judge XXXX was scheduled to retire in XXXX XXXX. 
AppealAppeal was denied in XXXX XXXX due to no judicial error in trial court.