Consumer complaint received 2021-03-06
Company: Nation One Mortgage Corporation
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am writing to complain about my interaction with Nation One Mortgage Company. 
I was looking to refinance my house and in XXXX of XXXX decided to do that with Nation One Mortgage Company. By XXXX, I was ready to close the deal. A signing agent came to my home and gave me the paperwork. Before signing I looked it over and realized that mortgage payment was more money that I had discussed with the Nation One representative, XXXX XXXX. I immediately called him ask how I should proceed because I wasnt signing the paperwork because it was inaccurate. He informed me that he would find that error, but in the mean time I should sign the paperwork in order to lock in the rate. Again, he assured me the he would rectify the matter but to just sign to lock in the rate. I signed, trusting he would correct the error. 
Later that day he called me back stating he found the error : my homeowners annual premium rate was incorrect. It was actual double what it really was, hence, increasing the monthly payment. He told me the error was identified and would be corrected before my first payment was due. This telephone call took place in XXXX and my first payment was be to be due in XXXX. The following is correspondence I have had with XXXX XXXX, XXXX XXXX, XXXX XXXX, and/or XXXX XXXX after the XX/XX/XXXX phone call : - XX/XX/XXXX : I texted XXXX XXXX about forwarding the documents so I could know my new payments after correcting the error. He responded XX/XX/XXXX stating, I should have this straight now by the end of the day. 
- XX/XX/XXXX : Sent an email to XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX stating I needed updated paperwork. XXXX XXXX responded, I am just waiting for post-closing to update them. We should have them shortly. Due to volume of loans, they are slightly behind. I will call you as soon as they are done. I do apologize for the delay ( he never called me ). 
- XX/XX/XXXX : I texted XXXX XXXX about the paperwork that I still had not received. He stated, Its moving there just a little slower than I thought. I updated with our head of operations today she said should be handled shortly. Believe me the second it comes in Ill let you know. Im checking every morning. 
- XX/XX/XXXX : I texted XXXX XXXX because I still had yet to receive the paperwork. He did not respond to me asking for an update. 
- XX/XX/XXXX : I sent an email to XXXX XXXX, XXXX XXXX, XXXX XXXX, and. XXXX XXXX requesting the paperwork and information regarding my mortgage company because I was to pay my mortgage the next day and I did not know who to pay or how much. I was then informed who my mortgage was now with. 

The date was now XX/XX/XXXX, a day before my first mortgage payment, and I did not know my mortgage company nor my monthly payment. I had to send an email asking to find out. I called the mortgage company, XXXX XXXX, to find out they bought the mortgage on XX/XX/XXXX, and the paperwork was sent over without the corrections. Meaning, my correct homeowners insurance was communicated and the monthly payment was wrong. I had to spend hours on the phone with a XXXX XXXX representative to explain what was incorrect, call my homeowners insurance company to verify, and pay money out of pocket to have my mortgage be where I was told it would be. I feel taken advantage of and lied to by Nation XXXX Mortgage. I will never use this company again and wish to file a complaint regarding their unscrupulous business practices.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation