Nationstar Mortgage Company Complaints, Reviews, & Information

Dec 22, 2011

HAMP Program Mishandling

First, to Toyotafan, you are truly an idiot. Have you not heard that our economy has suffered and people have LOST their jobs? Or had reductions in income? Guess your parents didn't teach you anything about respect and empathy for your fellow human beings. I sincerely hope you experience something like this in the future; only wish I could be around to witness it! I actually feel bad for you.
NationStar is one of the worst. I went through hell with them. I experienced a 50% reduction in income due to budget cuts. As a single mother (with a very good good and college education) I could no longer afford my mortgage payments, and I worked a full-time job and 2 part-time jobs to try to make up for what I lost. I negotiated a loan modification with NationStar. The negotiation process was a big cluster from the very beginning, and the process took approximately 18 months. They called me multiple times, every single day, never the same person, and no one ever knew what the others were doing. The customer disservice reps are rude, condescending and intimidating. One actually asked me to list exactly what I bought for groceries and told me I spent too much on food; I asked this single woman how much she spent and pointed out that I was spending the exact same amount as she was per person for myself and my two children. Her comment was "two can eat as cheap as one." I pointed out that the saying was "two can LIVE as cheaply as one" and that it referred to paying only one rent or mortgage and otherwise sharing expenses, not food. Her response was "well maybe you should cut your portion sizes and lose some weight." I went ballistic! I said "how would know what me or my children look like or what we weigh? What do YOU weigh?" She said it was none of my business. I should have recorded my phone conversations but at the time I was simply concerned with saving my home. Another rep called every day to inquire if my 16-year-old daughter had found a job yet, and yet another forced me to include my student son's part-time income in the process of negotiating my new terms, which I found out far too late was completely illegal. I should point out that I made every attempt to negotiate a loan modification with this bank for 12 months prior to beginning the HAMP process, but they screwed that up also. I wired a payment directly to them to begin the process, but they lost the money for 6 weeks...it was "somewhere in limbo" (one of their rep's words), but the result was they said I did not comply with the terms of the agreement by not paying on time, so they refused to modify the loan. I provided them with dated receipts from my wire transfer and documentation of every phone call I had and with whom, but they still refused. During one phone conversation when I could no longer hold back my emotions over this nightmare, I burst into tears. The rep said to me..."wachoo cryin fo? You da one who done missed yo payments; dis ain't no surprise, so I don't buy yo phony tears. You don't pay da mo-gage, you gonna pay now by losing your house." I was really in shock at how she spoke to me. When I asked to speak to her supervisor, she said "oh hell no" and hung up on me. After many more months I finally began the loan modifcation under the HAMP program and made every payment of the 3-month probationary period on time, directly wired each payment to NationStar on the first of every month. During the fourth month I inquired how to make the next payment and was told, "ah...we're going to have you continue the probationary period on a temporary basis for now...just keep making your payments on time until we say otherwise". I received nothing in writing to this effect, but was told I wouldn't receive anything in writing. I had received a few notices from their attorneys during this period and, each time, I called NationStar and was told "no, we know you've got a loan modification, so you can ignore anything from the attorneys; that's a mistake." Not satisfied with their answer during that fourth month, I did my own investigating and, much to my surprise and horror, they had foreclosed on me in the midst of the loan mod, with perfect payments and complete compliance on my part, and my house was set to be auctioned off. NationStar claimed they didn't know their attorneys never stopped the foreclosure proceedings, and the attorneys claimed they were never told I had a loan modification. I retained an attorney who explained that this is what they do, all the time. They start the loan modification, collect as much as they possible can from the homeowner, tell them to ignore the attorneys and foreclose behind the homeowners' backs. Most homeowners don't find out until a sheriff knocks on their door, tell them their homes have been sold and they have 30 days to get out. I filed a motion to overturn their foreclosure, and 4 months later, their foreclosure was overturned. It took the judge about 5 minutes to read the file. He looked at NationStar's attorney and said, "really guys?" He sent us to mediation which took place 3 months later. During mediation they agreed to a deed in lieu of foreclosure under the HAFA (Home Affordable Foreclosure Avoidance) program where I would have handed them the rights to the home and they would have given me $3000 for moving expenses. I was so beaten after this 2-year ordeal that I decided I could not go through it all over again, nor could I put my kids through it. For 2 years, we lived in limbo not knowing if we would be staying in our home. A home rental became available to me through a coworker at this time, so I took it. The HAFA guidelines state that the homeowner may not have left their home more than 90 days prior; at the time of the mediation, I had moved 20 days earlier. Once they found out I had already moved, they dragged out the process, did not return phone calls to me or my attorney, and basically stalled the process until 90 days had passed. Meanwhile, they had already begun foreclosure proceedings again, and they did this PRIOR to the mediation. They foreclosed, outbid every bidder by $1 until the end of the sale so they would end up the owners. Our lives will never be the same. The irony is that I was willing to pay, just wanted a modification until I could bring my income back to its previous level. They still would have made tons of money on my mortgage. My only consolation is that they took an approximately $200, 000 loss. I owed $317, 000 on my mortgage and they "bought it" for $113, 000. The house needed some work, and they appear to have put at least $25, 000 into it to put it on the market for $175, 000. If they attempt to come after me for the deficit, I will file bankruptcy. They have already ruined my life and credit rating, it can't possibly get any worse. My advice is to question every single thing they tell you. Get the first and last name of every person you speak to, what their title is, the time and date of your phone calls. Check any and all facts they give you. Be in contact, independently, with their attorneys. Most importantly, check all public records at your local courthouse where any motions would be filed. It's easy to find. This is how I found out what was going on behind my back. My attorney said NationStar is the one of the worst companies he has ever dealt with, and he had approximately 10 other clients in litigation with them over the same type of fraud. If you can't afford an attorney, go the your local Legal Aid group. My attorney charged me very little and let me pay him over time. Good luck!

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