Consumer complaint received 2015-06-02
Company: NATIONSTAR MORTGAGE LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Back in XXXX I received a letter offering to lower my interest rate with Nationstar Mortgage which they also handle my mortgage So I called them to see if it could be done I was transferred to a XXXX XXXX gave him my acct number of my mortgage and he said he could it would be a very easy f h a streamline with out verify info. My first question to him would I need closing cost, which he reassured me NO. He pulled my credit report So we started the process. He emailed forms to electronic sign and I did all that was asked. Every time we spoke I asked the same question will there be a closing cost I did not want any surprises at time of closing XXXX XXXX reassured me in every conversation there would not be. He asked for my bank statements which I faxed he spoke to my ins company to send him all the info. which was done. About a week before signing I resceived the last of all the paper a SURPRISE XXXX close I spoke to his manager XXXX XXXX he sd will XXXX XXXX should have never sd that. but he I wanted this loan I needed closing cost. XXXX XXXX told me over and over again no money needed for a f h a streamline. Now mind you they never return phone calls I could leave messages send e mails and no one would contact me. I just tried to contact them every minute I had. XXXX XXXX only told me mortgages are like a mechanic ( do n't understand that ) and he was tired of doing what he was doing he wanted to do something else. Instead he was frustrated. I contacted the ceo office XXXX XXXX which I spoke to his asst, which transferred me to XXXX XXXX she toke the complain sd someone would be contacting me almost XXXX weeks ago. Still no call no letter. XXXX XXXX told me not to be upset all I lost was time. How dare him he pulled my credit ask for bank statements contact my home ins co. Told me over and over no money is need on loans like this. How can a mortgage company lie mislead consumers. and his manager sit back and sd yes XXXX are needed.l I told them they should have enough respect for consumers to let them know what might be excepted at the end of a loan not a week before. How are they allowed to do this to the people? Then show they are not concern with no return call. How can loan officer mislead people and we trust what they say. XXXX is very bad in taking care of there customers. Not caring what loan officers do. And I guess the problem starts a lot higher when the ceo office promises a call and yet no call. Just ignore there employees are doing and promises consumers then come back and say will this cant be done money or nothing I even have a Email repeating what XXXX XXXX told me do n't worry about money at closing. and he said all I lost is time. His manager could only tell me he would close the file if I did not have the money. Very little consideration for consumers. I quess they should go the the next person promise them the same and hope they come up with money. I think that should be sd up front and not weeks after. I think if they cared for the consumers they should have made good what was promised to me. But I cant get phone call back. and XXXX XXXX will just keep misleading consumers and his mgr. will reassure the consumer to close a loan bring money to the table while all the time the consumer believes no closing cost. I do n't understand how this is allowed and approved and what rights do we have. How can they do this and get away with it. No one ever returns calls. All they do is move on the next and do the same. I should have never been lied to or mislead. XXXX XXXX should have told me this could have happen then its up to me. All the paper work done the I need money. not a few XXXX but a few XXXX. Where are our rights? Is Nationstar allowed to do this lie through the whole process and repeat over and over no money till a week before? We should have some rights against this.

Company response to consumer: Closed with explanation