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Nationstar Mortgage Case Study

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Nationstar Mortgage Nationstar Mortgage is a Texas-based residential mortgage loan servicing company with over two million customers and a loan portfolio of over $453 million. The company was founded in 1994, and over the past few years, Nationstar has acquired Greenlight Financial services, Real Estate Digital, Experience 1, Champion Mortgage, and they subservice loans for Seneca Mortgage Servicing. Nationstar provides their customers with a variety of real estate mortgage services such as loan origination and servicing, closing, title, escrow, and real estate valuation. Customer reviews Consumer Affairs and the BBB have several thousand Nationstar customer reviews and complaints. Verified Nationstar customers gave the company an overall …show more content…

Many billing and collections reviews are negative, and they primarily involve customers having trouble setting up automatic monthly payments and payments not being properly processed. Numerous customers have complained about being notified of falling behind on payments even though they have evidence of making payments. Other customers have stated they are having trouble receiving the title to their property from the company after they have paid off their mortgage. Sales Mortgage companies rely on sales to grow the number of real estate loans in their portfolio, and this is primarily done through contacting existing customers. For some customers, this can be annoying. The most common complaint about sales at Nationstar involves customers constantly having to deal with the company contacting them to refinance their mortgage. This may still occur even after the customer has already recently refinanced their mortgage with the

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