Consumer complaint received 2021-11-10
Company: NEXA Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
NEXA MORTGAGE AGENT : XXXX XXXX NMLS # XXXX Practices for the entire process did not follow set guidelines from the time our offer was accepted and our escrow opened. 
We have had an erroneous miserable experience with the process of closing a loan with this agent. With multiple steps missed across the board blaming others, deadlines not met, rush fees being charged, lack of follow up, avoidance to answer phone calls, emails and text messages I have never had a more stressful or frustrating transaction in my life. The communication or lack of was felt between myself, my real estate agent and even the mortgage processing agent. 
I was charged {$4100.00} for Nexa Mortgage services, that is insane considering I had to constantly work to get the process moving the entire time. Our loan had original been given a 60-day escrow period to close. Then just 5 days before closing errors were discovered requiring a rush appraisal to be ordered at my expense. I have asked to be reimbursed for my costs due to delays that are at no fault of my own and gotten complete avoidance. 
Upon closing I was advised by XXXX XXXX that he would reimburse rush fees ; this has not been done and I am sure I will never hear from him again. Beyond rush processing fees are the costs associated with uprooting my family and living in hotels for weeks due to his negligence. I can provide receipts and details to advise of costs incurred from our movers, hotel rental expenses for food, the cost of delivery from our movers, storage cost. 
Our belongings were delivered into storage rather than our home. Thus, paying for the assistance to have movers take care of getting items into the home, again another expense paying for a moving truck and the struggle getting items into the home. Once we did finally begin to move our things out of storage, we discovered mice in the unit and nesting in our couch. We ended up throwing away nearly half of our belongings due to being in storage. Again, the negligence on XXXX part that set thing back over a month was the cause. We vacated our lease paying a large termination fee ( {$1200.00} ) and had the movers come a pick up our things on the approval that we would close on the XXXX XXXX XXXX XXXX this was the 2nd delay in closing ) allowing for the time to drive from XXXX  to XXXX XXXX 
Once arriving in XXXX XXXX it we stayed in a hotel for 2 weeks waiting every day for the final closing documents to get a clear to close. We closed on the home XX/XX/XXXX and what a grueling situation that was. We had to push and jump through hoops with the lawyer at signing and getting to the bank to fund the loan just to make it happen. I have not heard from XXXX since XXXX and there has been no indication that he will reimburse any of the costs for his misrepresentation of originating our loan. 
We stayed in a hotel from XX/XX/21 through XX/XX/21 with a XXXXyear-old out of school due to not having a permanent residence. The cost of this move was a great expense and stressful being we came from across the country. Due to the lack of professionalism, poor communication and downright incompetence we paid more than double what this all should have cost. In a new town with very little money to our name, maxed out credit cards and a mortgage to pay for we are in a not so pleasant situation. This is not idea for a new beginning that should have been a great experience. I understand that delays in closing happen, however being the one that had to ask the agent daily if we are good to close? What do you need from me, has the appraisal been done, do we need a home inspection completed? Do we need a survey done? How much will my closing costs be, when do I need to have the funds there. The communication was never there and between me and my real estate agent, we are the ones that should have been paid for closing the loan. I was able to get in direct contact with the bank rep that was working to fund my loan and that is the only reason we were able to close on XX/XX/XXXX at the end of the day just minutes before end of the day for title recording!

Company response to consumer: Closed with monetary relief