Consumer complaint received 2019-03-06
Company: NATIONS DIRECT MORTGAGE, LLC
State: OR
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
At closing, I was advised to send payments to Nations Direct and included were 2 payment stubs for their XXXX XXXX, California office. About 2 weeks before my first payment was due, not having received anything from Nations Direct, I mailed my payments to their California office. No advisement or acknowledgement received, and no payment envelopes or request ( s ) for payment for the second month, I mailed the second month payment to the same XXXX XXXX address. BOTH payments and checks had the loan number on the check and was rounded up. Included in both payments were notes for the additional money to be applied towards the principal. I FINALLY receive packet from Nations Direct, XXXX XXXX, Illinois office with payment stubs for XXXX, Texas. There's not been ANY credit or reference to payment being received or applied to my loan. I call the XXXX XXXX, Illinois office and advise them payments made, check number and date ( s ) of the check ( s ) and date ( s ) processed. I'm told it's just a clerical error and matter of payments and letters crossing, all will be adjusted accordingly ... in the meantime, I owe them another months payment. Mind you, with the payments I've made, I should be 3 months AHEAD ... the very next day, I receive 2 sets of documents from Nations Direct telling me we're going to court, mitigation over my property, " Nations Direct is trying to collect a debt, '' I need to call and resolve this matter immediately ... my 5th phone call to Nations Direct, still dealing with ineptness and inability to properly credit and apply payments to my loan/account ... I advise my loan officer and mortgage broker of the issues I'm having and include Nations Direct in the email. I'm told via email it's " an easy fix '' and one that will be taken care of immediately ... I receive an email from Nations Direct advising the issue is resolved ... one week later, I receive a new statement from Nations Direct, advising I owe a payment this month and still no adjustments made on the most recent statement ... the next day, a second set of documents advising mitigation AGAIN!! I advise Nations Direct Service Manager via email this is NOT resolved, I'm refinancing with another outfit, I can no longer deal with a company who does not know how to properly resolve complaints of inefficiency, lack of professionalism and properly train their employees on how to process payments! At this time, I should not have to make a house payment until XXXX, yet the last statement from Nations advised a payment was due for XXXX ... Nations Direct should reimburse me all expenses for both financing and re-financing! 
Included in the email chain with NO RESPONSE is Chief Operating Officer XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX who said he was one of the owners, via telephone conversation, but in email, denies ever saying such, and is advising he is only a service manager, and XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX also included and no response from either of these 2 people. XXXX XXXX and XXXX XXXX XXXX also advised of the issues involved with Nations Direct. Initial email advising all parties listed above started XXXX XX/XX/2019. The last email to Nations Direct, all parties listed above was XXXX XX/XX/2019 and there's not been any response from Nations Direct since that time.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation