Consumer complaint received 2019-02-20
Company: National Asset Direct, Inc.
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/2018 I started the process of buying a house. I was told about Conventional and FHA loans. They also told me about a credit, but never specified the name of the credit or the process, that I would be guaranteed money back on my tax return every year and that they would sign me up for it. I had to take an online class for the program as well, which I did complete. Everything was going pretty well with my file until about that last week of the deadline to file. Everything that could go wrong, did go wrong. They complained that they weren't getting the correct information from my insurance agent. To speed things along, I called my agent and talked to her. She stated that she sent everything over, but never heard back from the underwriter named XXXX. By my request, I asked if she could resend the information, which she did on XX/XX/2018 at around XXXX XXXX. My agent was leaving early that Friday and XXXX emailed my agent at XXXX XXXX saying that none of the information is correct and that she needs it corrected for signing on Monday. Another agent tried to help out and called XXXX and left a message, but never heard back from her. They tried to hold up the signing because of it, but last minute they got an insurance policy through another agency. then on Monday XX/XX/2018 I called XXXX, the branch manager, asking if I was going to be do my signing at XXXX XXXX as scheduled and told him all that had been going on with XXXX. He told me that my file was ready to head on over to Title and that I would be signing on time. I arrived at XXXX XXXX for signing, but my file wasn't there. My processor called the office and they told her that it wouldn't be ready and that they didn't know the exact time it would be ready and just to have me go back to work and they will call when it is ready to sign. I stayed with the processor, as I couldn't just go back to work and leave at the drop of a hat. They called her about an hour later and told her that they didn't have all that was needed for the file and that she would have to drive from XXXX XXXX, NV to XXXX, NV to pick up the needed form and then go back to XXXX XXXX. Finally around XXXX XXXX I was able to sign my paper work. While signing I asked if the needed paperwork for taxes was in there so that I could get that guarantee back was there. They handed me the closing statement and said that is what was needed. We finished signing and I picked up the paperwork the next day. 
Fast forward to tax time. I get my XXXX and there isn't anything on there regarding the credit that I should have received. I called my current lender and they didn't know what I was talking about, so I called my real estate agent and asked her what it was. She told me that I should have paperwork for the MCC credit that was talked about during the processing of the paperwork. I contacted XXXX from iServe Residential Lending in XXXX, NV and he said that he couldn't find anything stating that I should have an MCC, but he would do what he could to get it corrected. 
2 weeks go by and he tells me that because we already closed on the loan, there is not thing that he could do and that the IRS will not budge on getting that done retroactively. Because of their mess up, and I wholeheartedly believe that they didn't get it in the file before out of spite from all of my complaining during the process, I am out an estimated {$2000.00} every year on my taxes for the life of my 30 year loan. Which adds up to {$60000.00}.

Company response to consumer: Closed with non-monetary relief