Consumer complaint received 2016-10-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Credit decision / Underwriting — 
Company: NATIONSTAR MORTGAGE LLC
State: NJ

Complaint narrative:
On XX/XX/2016, I XXXX XXXX XXXX contacted Nationstar Mortgage Company ( Greenlight Loans ). I was put in contact with XXXX XXXX of Nationstar Mortgage Company and a loan number of XXXX was established. A home appraisal was scheduled and performed on XX/XX/2016. I submitted all the required financial, income and personal information to Nationstar in XX/XX/XXXX as well as closing my Home Equity Loan with XXXX XXXX XXXX and XXXX credit cards at Nationstar 's request for payoff said loans with equity from the refinance. I received an email confirmation that Nationstar was " in the midst of submitting your loan to underwriting for review ''. On XX/XX/2016 I was requested by XXXX XXXX at Nationstar Mortgage to resubmit the information package that I sent them in XXXX 2016. These documents included earnings and leave statement from my employer, XXXX 's, social security card, death certificates, payment histories with my Home Equity Loan bank, driver 's license etc. The first submittal to them was lost by XXXX XXXX. 

At this point XX/XX/XXXX I became uneasy about my choice of choosing Nationstar with my refinance needs and sent 2 emails and left two voicemails to XXXX XXXX with no replies. I then became very nervous and contacted XXXX XXXX, the Loan Officer I originally contacted on XX/XX/2016. XXXX XXXX was professional and assured me that the refinance ( I am currently a Nationstar customer for the last 7 years and in my second year of a 5 year XXXX XXXX was in the process of closing soon. On XX/XX/2016 I asked XXXX XXXX when I would close because my rate lock was expiring in two days. At this same point I began receiving late notices from my Home Equity Loan bank ( XXXX XXXX XXXX ). I reminded them that the account was closed at the request of Nationstar and that the account balance of approximately {$33000.00} would be paid in full when my mortgage refinance closes shortly. At this point I was over 90 days into the refinance and was assured by XXXX XXXX that the refinance ( a 30 year fixed from an ARM ) would close in XX/XX/XXXX. On XX/XX/2016 I was informed by XXXX XXXX at Nationstar that my refinance was not approved due to a greater than 30 day late on my Home Equity Loan with XXXX XXXX XXXX and that my credit score dropped below XXXX. 

I was not able to make a payment on my Home Equity Loan with XXXX XXXX XXXX because I closed the account at Nationstar 's direction. XXXX XXXX XXXX reported that I was greater than 30 days late to the credit reporting agencies and this in turn lowered my credit score. 

In summation, I now have late payments on my credit score, XXXX closed accounts and no refinance mortgage. This all occurred in the XXXX plus days since I started the refinance with Nationstar. I have consulted with legal counsel to determine my options for what has happened to me as a result of Nationstar negatively affecting my good credit and forcing me to close accounts under the good faith that the loan would close in 45 days or less. The loan went on for over 120 days and now I am in a bad financial situation. My legal counsel mentioned that a Judge 's ruling in Special Civil Part may be an option, however, I currently do not have the money for a retainer. 

I hope I can achieve some relief from Nationstar 's negligence that has affected my good credit and the mental anguish of over 4 months of stress and time off from work getting the required documentation to Nationstar twice by FAX.

Company response to consumer: Closed