Consumer complaint received 2020-05-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: NATIONS LENDING CORPORATION
State: OK

Complaint narrative:
In late XX/XX/2020 my husband and I applied for a VA loan with Nations Lending. Our original mortgage banker by the name of XXXX, was helping us and processed our application and we received the initial approval to move forward. For two weeks we could not get a hold of anyone after that, we were later informed that XXXX was no longer with the bank and we were to receive a call from another banker, XXXX XXXX. We had several calls with Mr. XXXX, who ordered our VA appraisal ( {$450.00} ) that was charged to the card we placed on file with them. We received the appraised value a week later, and decided to move forward, but the closing cost were very high. We were told by XXXX and confirmed by Mr. XXXX that we could choose any closing/title company to try to save money. I called many title companies on my own, and sent them the estimate from Executives title, which had the least expensive quote/bid. We waited several more weeks and turned over all the necessary documentation that Nations Lending requested. We received a call from XXXX XXXX saying he was calling because we opted not to move forward, which was never the case. We were told we would receive a call back with answers to our questions we asked. Never received that call. XXXX called us back a few days later saying we were in the final approval process with underwriting, I then received a call from a young lady by the name of XXXX XXXX, who ask us to get a Termite inspection certificate ( something the state of OK requires with a VA loan ) we paid {$110.00} for the inspection. Our home is only 3 years old, and had a termite guarantee for 5 years, so this inspection would not be necessary if we were not doing this loan. Several days later, we are now at the end of XXXX beginning of XXXX when I get the call saying we are clear to close. I ask for a break down in the cost, because I never received an updated closing disclosure or any numbers despite my multiple attempts in asking. I was then informed by a picture text message of a screen shot of the cost, and the numbers for the title work did not match the estimate that I sent in for the use of the title/closing company of my choosing. I was told that XXXX would be the person to speak with about the number break down, after speaking with XXXX, she informed me that she was not licensed to give me those numbers and that I needed to speak with XXXX, as he is the person who is supposed to give me all that information I was requesting, but he was the one who pawned me off on someone else. Upon speaking to XXXX again I was told that I was being argumentative and that title work would have to be re-done because ( which was not true ), and if I didnt close I would have to pay more to extend the rate lock. I was then told and I would be getting a check for almost 19k and I should basically be grateful. It was clear bulling/scare tacit to force me into a loan that I did not have clear information on. I then demanded to talk to the supervisor XXXX XXXX again. I received a call later that day and he said that my loan would have to go back through underwriting to correct the numbers, and title work did not have to be " re-done '' it was a simple number correction with the closing cost figures. The error in closing cost figures was on Nations Lending 's part and I believe a sneaky way to try to get more money out of me at closing. I was then told by XXXX, there is a 3-day turn around for underwriting so it would be about another week before we could close again, and that I would receive an updated Closing Disclosure. That was 3 weeks ago, and I have not received any documentation nor have a received a call back despite my multiple calls to XXXX. We have paid {$560.00} upfront to have this loan processed and Nations Lending has been nothing but confusing, uncommunicative, and deceptive. Not only have they not been upfront and honest with us the whole time, they changed our lien holder on our homeowners insurance BEFORE closing, ( we still have not closed as of this date ), as a result my homeowners insurance went up and I had to change insurance companies. By XXXX advice I had them listed as the lien holder for the new company, and the bill sent to them and of course because we have not closed it has not been paid, thus I could potentially be not covered. I had to change the lien holder back earlier this week in hopes that I do have a gap in coverage. This type of behavior from a financial institution is a clear violation of UDAAP. Nations Lending has caused us to spend money we would have not spent otherwise. 
Sincerely, XXXX XX/XX/2020

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 monetary relief