Consumer complaint received 2021-02-04
Company: NEXA Mortgage, LLC
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX My Husband and I started refinancing our home with XXXX XXXX at NEXA Mortgage. All my personal information bank statements, drivers license, paystubs, past taxes were sent to XXXX for the refinancing. On XXXX XXXX was told we would be closing in 30 days maybe sooner and that we would be skipping XXXX and XXXX house payments. Then on XX/XX/XXXX I was told that they thought my mortgage was FHA but it turned out to be conventional and that I would be looking at having to get an appraisal done on the home and we were asked if we needed to pay off anything because we had equity. I was also told that I wouldnt have to pay anything out of pocket and if an appraisal was needed, he could roll in any extra cost he XXXX XXXX ) doesnt cover. 
XX/XX/XXXX was asked if I received a welcome package by XXXX and he was told no. We never ended getting any welcome package whatsoever from anyone. On XX/XX/XXXX I had told XXXX that I got a document on XXXX about cash out refinance but there were no figures associated with it, said he would look into it. Also, on the same date I was told that he needed the appraisal paid for in advance and that he would credit at closing and that since I was skipping XXXX house payment to pay upfront for the appraisal. I also asked again about cash out equity numbers and he said he couldnt get me figures until the appraisal was done. I told him there was no way we could pay upfront for the appraisal due to my husband being out of work due to COVID. I was told to write a letter of hardship to XXXX in which I did stating our hardship. We did not close on our refinance in XXXX. 
The appraisal was done on the home on XXXX XX/XX/XXXX. Appraisal was back on XX/XX/XXXX and I also asked what figures we were looking at getting back on equity in which it was stated he forgot to look. I never saw anything document wise on my appraisal. XX/XX/XXXX I was told that I needed a structural engineer report on our home. I told XXXX I was not paying for another structural report since I had to have one done when we purchased the house. The copy I had was emailed to XXXX and that was sent to underwriting. XX/XX/XXXX I was told by XXXX that we could get around XXXX out on the refinance in which I called XXXX. I asked XXXX if there was any potential of getting more out in which later that day, he sent me a screen shot of cash from/to Bor XXXX. XX/XX/XXXX I notified XXXX that the appraisal company called me and said there were issues and that they needed to come back out to the house that underwriting was asking for more about septic being 100 feet from property line and if propane tank was under 1,000 gallon tank. XX/XX/XXXX asked XXXX for update got no response until XX/XX/XXXX when I asked why {$300.00} in water testing was showing up on closing documents when I paid for a water test when we bought the house and I was not paying for another one. I emailed a copy of the water test to XXXX. I then asked XXXX if we were closing in XXXX and he said we could close the first week of XXXX and skip XXXX and XXXX payments or he could try to make it happen. I told him to try and make it happen for XXXX. I had to pay XXXX mortgage payment ( XX/XX/XXXX XXXX in which now it was considered LATE and a LATE fee was added. XX/XX/XXXX I was asked to send current mortgage statement saying I PAID for XXXX and now underwriting wanted XXXX utility bill. They were sent an XXXX XXXX bill. XX/XX/XXXX, I asked for updates in which I was told it was in underwriting for clear to close. We did not close on our refinance in XXXX. 
XX/XX/XXXX I was notified by XXXX XXXX XXXX Processor and XXXX XXXX NEXA Mortgage in Arizona that XXXX was no longer employed with XXXX. I was asked if I wanted to move forward in which I asked when we were closing and I was told within the week. I told XXXX if they could get my closed within this promised week I would continue. Meanwhile XXXX had been fired from the company and continued to text me trying to get me to leave and follow him. I continued to get texts from XXXX with specifics on figures of my closing documents saying that XXXX was charging me XXXX to do my loan and that he could take my full package and close me in 21 days and save me thousands that XXXX was crooks. Meanwhile I had sent an email to XXXX XXXX on XX/XX/XXXX that asked him questions I which I needed answers to. Specifically telling him that my husband I believed we had been put on the back burner and was being ignored in which we were. That we had not seen any final figures on the cash out refinance and I wanted to know why I was being charged {$670.00} for the appraisal, why I was being charged for engineering certification and water testing when I submitted the documents. Needless to say this email was completely ignored by XXXX XXXX and I got zero answers to questions. Closing date was scheduled for XX/XX/XXXX I was called by the Title Company at XXXX that night stating they still had not received all the documents from the lender to close and asked to reschedule. Closing date was now for XX/XX/XXXX at XXXX. Text messages continued from XXXX in which things were stated that since his license was with NEXA they were giving me his commission and wanted to know if they put his commission on closing documents in which would be {$1400.00}. 
XX/XX/XXXX my husband and I sat down with the title company to close on the refinance, she took pictures of our drivers licenses. Problem number 1 title company started going through the closing documents and ALL the signature lines had my maiden name of XXXX XXXX not my current legal name of XXXX XXXX. Problem number 2 when figures where shown to us in what we were getting back it listed {$13000.00} this was {$10000.00} less than what we were promised by XXXX who had been fired. We told the title company this was a huge problem and called our loan processor XXXX XXXX and told her about the huge problem. In which we found out that night that XXXX was FIRED from NEXA mortgage because he did NOT have a license to be doing mortgages or refinances. I asked XXXX to make this right and that we needed a phone call from XXXX XXXX asap. My husband and I DO NOT SIGN any paperwork that evening as we were now dealing with a FRAUD issue. 
XX/XX/XXXX XXXX XXXX called me and the first thing out of his mouth was I dont know who XXXX is and he was never on our payroll in which I told him I guess we have a bigger problem than what we do now. If he was never on your payroll how could he be fired from your company?? I asked XXXX for the following for fraud protection for my husband and I for 5-10 years since XXXX has all our personal information. For the interest rate to be lowered, find the other {$10000.00} we were promised in the cash out refinance, give me back the late payments for XXXX and now XXXX that I had to pay due to them lying about closing months ago. And that the XXXX XXXX who XXXX was working under at NEXA needed his licenses revoked for allowing this illegal activity to happen under his watch. XXXX response Ill call you back later today and I will see what we can do. XXXX also asked for the text messages that XXXX has sent me be sent to him. XXXX never called back we never heard anything back from him until days later XX/XX/XXXX in which he said we can only do about {$18000.00} or {$19000.00} in which that was not what were promised. XX/XX/XXXX I was asked from XXXX to bless him with the {$1400.00} commission. 
XX/XX/XXXX I asked for a copy of my appraisal as I never got a copy of it that was finally emailed to me by XXXX XXXX. The noteworthy part for this is I was legally supposed to be in possession of this appraisal before now. NEXA mortgage on the final closing document up charged the appraisal by {$190.00} as in the appraisal it stated it costs {$450.00} and the company was already paid for the appraisal. 
XX/XX/XXXX email was sent to XXXX XXXX about an update if they were able to correct the issues in which no reply. We got a phone call after XXXX stating now they could only give me {$2000.00} of my equity money. Once again, a week prior it was $ XXXX {$19000.00} now only {$15000.00}. In which it was said we would let him know. XXXX came to and end and we were not closed on the refinance and had yet another LATE payment on the mortgage. 
XX/XX/XXXX the Title company calls me at XXXX asking to set up closing for XX/XX/XXXX. My husband and I have never agreed to anything let alone the company trying to steal my equity money of {$10000.00} then trying to force my husband and I to sign. I called the title company back and told them we would not be signing anything and not to put us on the books. I also received an email this day from XXXX XXXX saying if he hasnt heard back by XX/XX/XXXX they will withdraw our file. 
I have filed a police report with the XXXX XXXX XXXX department on XX/XX/XXXX report # XXXX for this criminal activity. Throughout this process I signed multiple document on XXXX making this a legally binding contract. My husband and I have been taken advantage of, lied to harassed, now forcing us to close when nothing was agreed on during this process. NEXA Mortgage was not willing do fix anything that we asked of them. It was brought to my attention that four other couples were also in the process of dealing with XXXX XXXX and had been lied to and that we were the only ones who sat down to close and noticed the discrepancies. NEXA Mortgage XXXX XXXX, XXXX XXXX, XXXX XXXX who were fully involved with this refinance need to be investigated to the fullest extent. There are other people who have been taken advantage of not just my family! The people listed above and all the companies involved need to be held to the extent of the law and have no right doing what they have done to me and my family.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation