Consumer complaint received 2017-09-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: NATIONSTAR MORTGAGE LLC
State: GA

Complaint narrative:
XX/XX/XXXX Mr. Cooper Account Information : f/k/a Nationstar Mortgage Loan Number : XXXX XXXX XXXX XXXX XXXX Case Number : XXXX XXXX, TX XXXX Reference Number : XXXX Property Address : XXXX XXXX XXXX XXXX, GA XXXX CFPB Case # XXXX Customer Service Specialist We have received your latest reply to our on going complaint. You missed the mark on all the issues. Or perhaps you continue to do that on purpose hoping that we will just go away. So we will again attempt to spell out the issues to you. 

# 1 loan was closed with you as a HARP refinance : see exhibit 1 ( 1page ) However you did not comply with the HARP refinance guidelines as established. The biggest issue is we were charged an enormous amount of points ( XXXX ) to get a lower interest rate because of our LTV but HARP guidelines do not count the LTV. Also we should not have been charged the outrageous Origination fees ( {$990.00} ). Yes we were given pricing options but we did not know that a HARP loan doesnt not have this because that was never disclosed to us, so we chose what we thought was the best of the ones we were given. YOU are the underwriter and should have known that a HARP can not charge points, origination fees and most of the closing cost we were charged, not us!!! 

# 2 Settlement agreements : see exhibit 2 ( 14 pages ) You continue to miss the issue here!!!! We were given 3 different settlement agreements at closing. NONE of them were marked preliminary as you keep stating. You even provided CFPB with a copy of one marked preliminary that you insisted was what we were given, but the copy you provided was unsigned. WE provided you and CFPB copies of the ones that we did sign at closing ( SEE OUR SIGNATURES ON THESE ) and they WERE NOT MARKED PRELIMINARY!!!. 

# 3 Escrow Issues : You keep trying to explain using all this legal jargon but the ISSUE is there was a shortgage because your closing department screwed up. They were provided with copies of our Homeowners Policy and Property tax bill. But when YOUR closing department calculated the settlement charges for the escrow they showed our Homeowners Policy coming due in XX/XX/XXXX when it was and has always been due in XX/XX/XXXX!! Thus when the bill came in XX/XX/XXXX there wasnt enough in there. Theres your SHORTAGE!! 

# 4 The Collateral : THIS WAS A REFINANCE!!!!!! The original loan was purchased by you from XXXX and XXXX got it from XXXX XXXX  XXXX who got it from XXXX XXXX XXXX. The original loan was secured by 5.30 acres and our home ONLY!!!! Exhibit # 3 ( 11 pages ) is a copy of the Deed to Secure Debt that YOU cancelled when we did the refinance : the last page includes the legal description of the property that was securing the original debt, PLEASE READ IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!. It states that the loan is secured by 5.30 acres. 
The deed we signed at closing did not include the legal description of the property, this wasnt an issue because WE knew that we were doing a refinance only. Exhibit # 4 ( 15 pages long ) The deed that YOU recorded is Exhibit # 5 ( 15 pages long ) and NOW is on a total of 13.79 acres. And in your response you stated that you would need a survey and a new appraisal to fix this. NO YOU DO NOT. 


We have had enough of the run around and games. We have clearly and accurately explained our issues and provided documented proof of your errors. 

Sincerely XXXX XXXX XXXX XXXX Cc : XXXX XXXX w/ Senator XXXX XXXX Office Consumer Financial Protection Bureau

Company response to consumer: Closed with explanation