Consumer complaint received 2016-12-06
Company: NATIONSTAR MORTGAGE LLC
State: NY
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
back in XX/XX/XXXX I was shopping around for a bank to do a refi, im in a fha 30 year at 4.25, several banks gave me quotes, i also called nationstar mortgage because they have my mortgage presently.i told them about my other offers and they said they can match it, but I should choose them for a few reasons, ,since they took over my mortgage from XXXX in XX/XX/XXXX I have paid an additional XXXX dollars towards the principal and their the only one that can use these records to expidite the loan process also since I 'm an existing customer they will give me XXXX towards closing, also since they hold my mortgage they can get the cema program to make sure I do n't have to pay the transfer tax twice done quicker than anyone else, within 1 week I gave them everything they requested and needed, after 60 days they started to charge me for a rate extention, i question this charge because they were not asking me for any info but did not know what was the delay, i got the rep to send me an email saying that they would go over the fees once I have a closing date to make adjusments, then the comunition stalled, i kept calling and emailing as to what was going on, I sent emails begging for someone to get back to me, i spoke to 2 supervisors to no answers, they kept asking for info that they already had, after 100 days I kept calling and texting and finally on XX/XX/XXXX I got an email that said we were good and it at underwriting,2 weeks went by with me calling and emailing with no responcefinally last XXXX on XX/XX/XXXX I called and demanded to speak to a supervisor, I told them I was going to submit a complaint to c f p b, and a supervisor got on the phone after about 2.5 hours of me being transferred and having to explain to everyone over and over only to be transferred again.the supervisor finally told me that my application was cancelled on XX/XX/XXXX, i told him that was impossible I have every email and phone logs that no one reached out to me, i asked why was the application cancelled, he started to explain, he gave me four reasons and I explained to him after each one that I have emails to dispute that, then he said, he, XXXX not really sure why, he was not handling my case.after 4 months they took away my opportunity to go elsewhere, they led me on for months, they ran my credit, which reduced my score, told me not to use or apply or make big purchases, so my life was on hold for 4 months, i continue to pay the interest at 4.25 when I could have gone to another bank and got the refi, now the rates are a lot higher, the offered me a 2.75 fixed, I have a credit score of XXXX, i have a multi family which I supplied them the lease for, i have another tenant at this property which was noted in their appraisel with pics, i have XXXX in my checking account, i have another piece of property which I rent out for XXXX a month, this property I own with no mortgage, this also I sent to them lease, i gave them several weeks of paystubs with 2 years of tax returns, i was completely taken advantage of, i feel as if they regret the original agent making me this offer to match and they did not know how to tell me that financially this was not a good deal for them, i started calling other banks and now the rates for a 15 year refi are at 3.75,3.5, etc, please I do n't think they should be allowed to treat coustomers like this, I have every email and correspondence between me and nationstar with phone logs to show what I have stated.they should not be allowed to treat people like this, now I 'm left to start all over having wasted 4 months and now I cant get a good rate because of what going on with economy, i make about XXXX a year, i was and still am the perfect candidate for a refi, please help me, dont let them do people like this with no recorse.the worst coustomer service and still no reason for why it was taking so long or why I was denied

Company response to consumer: Closed with explanation