Consumer complaint received 2020-11-17
Company: NATIONS DIRECT MORTGAGE, LLC
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In XXXX, I closed on a mortgage refinance, through a mortgage broker who I have worked with before. 

Part of the process involved my receiving " Lender Credits. '' The process involved me bringing cash to the table and paying down the overall balance. While the transaction was perhaps a bit more complicated than normal, it should have been a pretty ordinary refinance. 

During the refinance process, the broker looked at how to " make use of '' the entire lender credit that I was entitled to. The broker negotiated a " principal credit '' on my loan, in the amount of {$1100.00}. Money that the lender would take off the balance of what I owe, after the loan was funded. 

After closing, I noticed that I had not received the credit after making a payment on the loan. I inquired with the broker on XX/XX/XXXX, and he let me know that I should contact Nations Direct to attempt to get it sorted out. 

Since that day, thats what I have been attempting to do. Through a series of disjointed exchanges, I have been given nothing but the runaround, and incorrect information from low-level representatives who have no interest in resolving the issue. When I request to speak with management personnel, I have been told they are not available. Unfortunately, I can only give you one employee name at this point, but I can explain when the calls were made and the substance of each conversation. 

Dates are all derived from my call records and emails. Had I known that the situation would get to this point, I would have started requesting employee names on each phone call. 

On XX/XX/2020 at XXXX XXXX I called Nations Direct, and explained the situation. The representative ( incorrectly XXXX told me that I had a packet of information on the way to me via mail, which would lay out how I would get my principal credit. She said that it was sent to me a few weeks previously, and I indicated that I thought this was strange since I had not received it yet, and if the information had been mailed when she indicated, I probably would have received it. We ended the call, and I resolved that I would continue to wait. 

On XX/XX/2020 at XXXX XXXX  I contacted Nations Direct to inform them that I never received anything related to the principal credit, and explained that I called 3 weeks ago and was promised that information was coming to me in the mail but I never received it. The representative asked me for ( completely irrelevant ) details Such as Who had I talked to, When did I call? I said I can tell you when I called, if its relevant in some way. I looked up my logs from my phone provider and told her when I called. As I had suspected, the information was irrelevant. She then went on to inform me, that no, I had not been sent a packet of information related to how to get my principal credit. I asked why the previous rep had told me that I had, and she said she could not tell me, only that the packet that the previous rep was referencing did not pertain to my issue, but rather was something unrelated. ( We believed it was a welcome packet ). The resolution to this call, was that I needed to send an email to a generic customer support email to have this investigated. She then, as I am sure she is required to, invited me to complete a telephone survey. I responded positively to questions about professionalism, but negatively in terms of ability to resolve the issue, and general satisfaction with the call. 

After this call, I sent an email as instructed, that same day, XX/XX/XXXX, which is attached to this compliant. I received a generic auto-reply saying the company would work on it, Thank you for your email. This is a no-reply email address. We will process your request as soon as possible. 

On XX/XX/XXXX, I sent a second email to Nations Direct, requesting Would someone mind acknowledging receipt of this so that I know this being worked on? Thank you. 
As of this date, neither email has been responded to, in any way, except for generic automated responses. I also received, via printed mailed letter, a seemingly automated letter, to both my first email, and my second email, ( a few days apart ) stating that Nations Direct would investigate, and respond within the time required by law. 

I received a follow up call in the subsequent days, from an employee who I believe is XXXX XXXX this is what has led to the final straw, a letter I received just today, and why I am writing with this complaint. 

XXXX asked me about the call I made on XX/XX/XXXX, and why I had indicated that I left negative feedback in my phone survey on XX/XX/XXXX. While he, much like the representative I spoke on XX/XX/XXXX, was professional, he was not helpful. I explained the situation and he had informed me that it was being looked into, and he was not able to help me directly, at that time. I indicated that I would continue waiting. 
Subsequent to my conversation with XXXX, I made another attempt to resolve things with Nations Direct, on a call made on XX/XX/XXXX, to a separate representative. The call lasted 31 minutes, but most of that was hold time. 

The representative said that she had no information, nor access to information. She could see the status of my e-mail inquiry sent on XX/XX/XXXX, but could not tell me anything about it. Admittedly I lost my temper a bit on this call, and I said that I needed to speak with someone who was actually in a position to help me. I requested to speak with a manager. She said that a manager was not available, but that I could leave a voice mail for a manager. Given the companys responsiveness so far, I opted out of leaving a voicemail for a supervisor. She then told me that I had a response date is due, for Friday, XX/XX/XXXX. I informed her that I was so frustrated and upset at this point, that I was considering filing a complaint with a regulator or something like that, but I would give them until the date she provided me to contact me. 

As I expected unfortunately, XX/XX/XXXX came and went and I have not heard anything from them, or received any indication, in any form, that my issue is even being worked on. 

The final straw came, when I opened my mail today and it had a letter from Nations Direct, from XXXX XXXX, in the Research Department. I have attached it to this complaint. It is dated XX/XX/XXXX, and presumably took over two weeks to arrive to me. The letter says that As you stated in our conversation, you did not have any additional comments regarding the servicing of your mortgage at this time. That is patently false. I told him that I did not have any additional comments, related to the survey I submitted on XX/XX/XXXX. This was in the context of XXXX, already telling me that he was not in a position to address my issue, but that at some point, someone else would. 

This letter seems to indicate that they are closing out the research request, after over two months of runaround, providing inaccurate information, and a series of representatives who took no interest in resolving the issue.

Company response to consumer: Closed with explanation