Last year, Flagstar sold my mortgage to NationStar. I had always made timely payments with Flagstar and I have excellent credit. Once NationStar got my mortgage, however, they immediately starting treating me like a deadbeat. They would call and harass me monthly about my payments--before the due date--and tell me to pay up immediately. They asked me for personal information but, since I couldn't verify they were who they said they were, I refused to give the information to them. When I sent my timely payments, they would hold the payments for several weeks--until it was past the due date. Then, they would cash the checks and charge me a late fee. While they were holding my check and pretending not to have it, they would call and call and call me. (I sent the checks directly through my online banking, so I could verify the date they were sent, so I know they had to have it.) Once, when I was on vacation and not answering my cell phone, they called non-stop, so I put a block on their number so it wouldn't ring through any more. The only way I was able to stop the harassment was to scrape together enough money to make two mortgage payments in one month, sent a few weeks apart. Now, since I pay them a month in advance, the harassment has stopped. However, most people can't do this and no one should have to go through that kind of treatment.
My next issue with NationStar is trying to refinance through the government's Make Home Affordable program. Supposedly I qualify, but they would not refinance my house despite my having enough income and excellent credit. Instead, after refusing to help me refinance, they sent me a letter "certifying" that I had "withdrawn" my loan request. I couldn't believe it! They aren't being honest about their refusal to participate in the government program.
The latest problem is with my homeowner's insurance. Flagstar had always paid my homeowner's insurance out of escrow in a timely manner. However, today my insurance company called to tell me that they had called Nationstar about my late payment (it was due on the 15th) and Nationstar had told them that I didn't have an escrow account with them, so that I needed to pay the insurance company directly. The insurance company told me that I need to pay them the year's amount immediately or they would cancel my insurance. I told them that NationStar is required to pay it from my escrow account, so I would call them about it. NationStar at first told me that my "condo association" paid my homeowner's insurance. I told them that this was false, that they were supposed to pay it as Flagstar had. Then they tried to tell me that I didn't have an escrow account with them because Flagstar hadn't told them about it. I pointed out that Nationstar had raised my mortgage payments last year because of an "escrow shortage, " so that this was blatantly false. I also pointed out that there were complaints all over the Internet about them doing this sort of thing to other people. I demanded that they pay my homeowner's insurance immediately. And, lo and behold, Nationstar was suddenly able to look up exactly who they should be paying and how much! Nationstar said that they would do "research" into the problem today and then "overnight" a check to the insurance company. I asked when they could expect to receive the check, since they were going to cancel my insurance soon. I finally got them to promise "next Tuesday at the latest." I also insisted that they write me a letter apologizing for their mistake and agreeing to pay my homeowner's insurance in a timely manner in the future. We shall see whether these things happen as promised. I have little faith in this company. They are unethical.