Complaint Review: Nationstar Mortgage - Dallas Texas

 Nationstar acquired a mortgage from Bank of America on a house that my ex-husband and I owned together.  The house was awarded to him in the divorce and he did not refinance (yes, I know, my mistake).  For the last 6 years, he has made any and all mortgage payments in full and on time.  Upon acquisition of the loan from BOA to Nationstar, they never sent him a welcome package letting him know the mortgage had been acquired (although of course they say they did).  His mortgage payment continued to come out of automatic draft for 2 months to BOA before he was notified by BOA about the Nationstar acquisition.  BY then, Nationstar already had his payments as late and refused to remove any late charges.  THat was in February of 2014.  During this time, I bought a brand new car and nothing was notified on my credit report.  Fast forward to June of 2014.  Ex husband had to hound Nationstar for a payoff amount, as his intent was to pay off the mortgage in full.  When he FINALLY received a payoff amount from them, he wrote a check for that entire amount.  Nationstar held on to the check long enough for the payment to be late, and sent it back to him and advised him that he couldn't pay off a loan with a personal check, but rather it had to be a cashier's check.  By the time he sent in the cashier's check, the mortgage payment was considered 2 months behind.  At the payoff, Nationstar turned in BOTH instances of late payment to the credit bureau. 

It was at this time that I found out because it showed up on my credit report and my credit watch service let me know that a negative report had been made.  Mind you, I own my own home, car, etc. all in my name and had a 780 credit score.  This immediately dropped my credit score down to 615!  I called Nationstar and started trying to talk to them abou tthe situation inquiring as to everything that had happened, as well as contacted my ex-husband to find out his side of things.  I filed a report with Nationstar to try to have the negative report removed from my credit, however they would hear none of it.  I would be promised return calls to notify me of the outcome, only to never receive calls back.  I kept having to call them to find out the status of my filed complaint.  It was only when I filed a complaint with the BBB and Consumer Protection Agency that I started receiving phone calls from Nationstar.  One of the "helpful" customer service representatives that handles "escalations" advised me that I should have had "better communication" with my ex-husband and the status of his payments.  Really?  How many times a day do you contact your ex to find out how their day is going and how their credit report is when you have been divorced for 6 years with no children and no reason to contact each other???????  RUDE!!!  I even asked him that question and he tried patronizing me and telling me that I was getting angry for no reason.  The BBB and CPA haven't been able to help me at all, simply because my name is on the loan.  And I get that, and am fully on board with that line of thinking, however it would be a different story if any of us were ever notified of the impending events that lead up to the credit reporting.  A letter?  A phone call?  They didn't even have correct contact information for my ex-husband.  The phone number they had on file was a phone number we had not had in 10  or 15 years!!!  They once again, advised me that was my fault and it was my responsibility to make sure they have correct contact information on file.  I bet if they hadn't been receiving payment at all they would have had no trouble tracking down my contact information!!!  They further told me that I should have supplied them with a copy of my divorce decree.  I advised them that I could supply that and they told me it was too late now that the loan was paid off???!  I didn't even know the loan had been bought by them until this happened??  Every valid point I had they undid with the fact that ultimately it didn't matter since my name was on the loan.  I asked why I didn't get notified that the loan was sold or that there were late payments.  Their answer?  All correspondence goes to the address on file.  A lot of good that does a person who hasn't LIVED there in 6 YEARS!

Their customer service and everything about dealing with this company has been nothing but a headache and a three ring circus, never getting answers, never getting help, only getting SORRY ABOUT YOUR LUCK, :we report correct inforation to the credit bureaus".  Well, yes that may be true, but they also have the ability to undo it as well - IF THEY WANT TO.  Thank good ness MY mortgage is through another lender, one that I have had ZERO issues with, one that knows what CUSTOMER SERVICE means. THis company seems to take joy in messing with people's livelihood even when they don't have to.  I am a hard working person who pays their bills, and I still get tagged for an innocent mistake made by my ex-husband on a loan he was TRYING to pay off!!!  Just frustrating how they have ALL the control and you as the consumer are never going to have any power.