Consumer complaint received 2022-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: NEXA Mortgage, LLC
State: VA

Complaint narrative:
Hi, I am a realtor and I am submitting this complain for one of my buyer client`s loan officer. His name is XXXX XXXX XXXX. His XXXX  number is # XXXX. He works for NEXA MORTGAGE. He misrepresented the clients and failed on closing multiple times causing clients financial and emotional damage. 

We started working with XXXX on XX/XX/2022. Clients got pre qualified on XX/XX/2022. We put an offer for a house, got accepted and we signed the XXXX XXXX on XX/XX/XXXX. Before sending the that contract to buyer and seller I discussed the closing date with XXXX XXXX and he wanted 30 days for closing and we agreed to close on XX/XX/XXXX. After so many attempt of him trying to close, he couldn`t succeed on closing and kept asking for new closing dates. My clients had great suffer because of XXXX not sharing necessary information, disclosures and conditions him not being transparent, being late to submit documents, being late for Appraisal and more we can't name because he didn't share necessary information with us. In addition, I called Nexa Mortgage few times to complain about their agent`s poor service and I asked for a supervisor or manager to review my clients loan process and see what XXXX is doing wrong, I couldn't`t reach out to anybody. In Nexa Mortgage there is no supervisor, manager or principal. Then my clients wished to cancel their loan with XXXX on XX/XX/2022. He became unavailable immediately. He never responded to clients request about cancelation. I called him few times to ask him to do the process for canceling the loan, he declined my calls and never returned to my voice mails neither. Right before the client`s request of cancellation he was still very actively asking for an other chance of closing. 

He also changed the lender on XX/XX/XXXX after 47 days from the Ratified contract of trying to close with his first lender, XXXX failed to complete the loan successfully. He promised he was going to close in 2 weeks with new lender and yet he failed on closing in 2 weeks and asked for new closing again and again and again. 

With the first lender, he failed on giving right information about conditions. Clients satisfied the conditions immediately after XXXX shared the conditions and then he kept coming with new conditions.And yet we had the same problem with the second lender too. 

During this time my client`s had to pay for unplanned rent and then their lease expired. They wanted to rent another place and XXXX begged them not to rent a new place he said he will close tomorrow. Next day he couldn't`t close and promise on closing next day and yet couldn't close next day neither. The clients had to move to a hotel because the place they wanted to rent was already rented by someone else. They had to leave boxes and some furniture in their previous rental with new tenant`s approval. They had to pay the hotel and eventually they had to rent another place. It was very frustrated for them. They wonder who will cover for their closes. 

I was able to find an email address from Nexa Mortgage that I can submit a complain about their agents. I submitted that complaint via email right after my client requested to cancel. The email address was XXXX. I never heard anything from them neither. 

Also during this process, brokers from my brokerage, attorneys from the title company tried to resolve the problems. I have their statements that XXXX was giving them wrong informations. He has a red flag on our files that we never want to work with him again. 

I am attaching the necessary documents and clients 2 complain emails about loan process. 

Looking forward to hear from you.

Company response to consumer: Closed with explanation