Consumer complaint received 2015-05-10
Company: NATIONSTAR MORTGAGE LLC
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
On XXXX/XXXX/15 spoke with XXXX XXXX, an agent for XXXX XXXX XXXX XXXX, VA., requesting information regarding mortgages. To refinance my mortgage with some cash out, XXXX quoted 3.75 % w/no points. On that same day my spouse and I electronically approved credit check as requested by XXXX 's supervisor XXXX XXXX. By XXXX we had electronically submitted the application and the required information. On XXXX, I spoke with XXXX and asked advice regarding XXXX XXXX outstanding balance. We agreed on a course of action. All specified information was electronically submitted between XXXX. As specified, our home appraisal was done XXXX to which I notified XXXX. On XXXX, I was notified of approval on XXXX from XXXX XXXX who requested XXXX additional items. See attached exhibit A. All items were submitted immediately via fax except employment verification which was received by XXXX on XXXX. See exhibit B. Also, letter was sent to XXXX restating the advice given by XXXX XXXX and XXXX XXXX regarding the payoff of the XXXX XXXX account. Not included due to sensitive information. After submission of that letter, I received an e-mail from XXXX XXXX stating she will forward my information to her supervisor, XXXX XXXX, requesting we try to have closing " this week. '' Exhibit C. Since there was no response, I requested an update on XXXX. There was no additional information requested. On XXXX, I sent an e-mail with loan processing department head, XXXX XXXX asking for an update. On Saturday, XXXX she replied she will get with XXXX on Monday and review everything with her. See Exhibit D. No additional information was requested. Up until this point and including this call, all information that was requested by XXXX, XXXX, and the underwriter had been provided. On XXXX/XXXX/15, I spoke with XXXX late in the day asking about the delay as it relates to the payoff of the XXXX XXXX account. She had all the requested information. She replied, " ok, I understand about the checks. It will take XXXX days for her to get with my bank ( XXXX ) to check balances in both accounts over the last XXXX months to make sure there were no major swings. '' I asked why she could n't use the bank statements she had in her possession Her reply was a repeat that " it will take XXXX days for me to get with my bank to check balances to make sure there were no major swings in my accounts. '' According to her this was requested by underwriter. After hanging up with her, I called the original originator, XXXX XXXX, and reiterated that this process was taking long and what would the rates be if I was to re-apply especially if this process takes longer. He said he would get back to me. On XXXX, XXXX XXXX sent an e-mail stating the new rates of 4 % with XXXX points or 4.125 % with XXXX point. See exhibit E. At the time, Aurora XXXX was advertising in the real estate section of the XXXX as low as 3.625 % for a jumbo. See exhibit F dated XXXX XXXX, 2015. On XXXX XXXX, I received the attached e-mail from XXXX XXXX. According to the denial, the credit application was denied because the application was incomplete. See exhibit G. Subsequent to that I requested a copy of the credit report Credit Plus which was cited by XXXX XXXX in their denial letter. There was nothing in the report to indicate poor, inaccurate, or incomplete information. Copy not sent due to the confidential information contained in the report. 
Subsequently I started new process with another company and was approved within XXXX days. XXXX was higher than XXXX, but lower than 4.0 %. Aurora obviously used bait and switch, purposely delayed approval costing my wife and I an additional appraisal fee and additional closing and mortgage rate fees.

Company response to consumer: Closed with explanation