Consumer complaint received 2026-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Nexus Nova LLC
State: LA

Complaint narrative:
XX/XX/year> - I received my yearly escrow analysis with a shortage of almost {$7500.00} reported, which would increase my monthly payment by almost {$1000.00}. Last year I had an overage of a little over {$90.00}. My homeowner 's insurance did increase, but only by {$1100.00}. I reviewed the analysis and realized there was an error in the projected disbursement for homeowner 's insurance. In researching I relized that they made the same error on the previous year 's analysis. XX/XX/year> - Contacted Rosegate and spoke with a female who reviewd the past couple year 's documents with me over the phone. Explained that last year they send me a check for {$90.00} because they said I had an overage. Explained it is impossible to go from a {$90.00} overgage to a {$7500.00} shortage in XXXX year when my insurance only went up by {$1100.00}. She admitted she could see where an error was made and submitted a request for a reanalysis that was to be completed by XX/XX/year>. She told me if I hadn't received it by XX/XX/year> to call back on XX/XX/year> so they could get it to me. I did not receive the reanaysis by XX/XX/year>. XX/XX/year> - Contacted Rosegate about the reanalysis I did not receive. Spoke with a male who informed me that the reanalysis request was denied because there was no change. I again reviewed the past couple year 's documents with him and he again admitted he could see where an error was made. He submitted a second request for a reanalysis and asked me to email the past XXXX year 's insurance statements/docuements to the servicing department so they could have accurate information when reviewing the reanalysis request. I emailed the documents on XX/XX/year> to XXXX. He informed me the reanlysis would be completed by XX/XX/year>. XX/XX/year> - Called Rosegate back to say I would not wait until the XXXX because it was supposed to be completed by XX/XX/year>. Spoke with a female who initally said she would request to get it rushed through. She then said that correcting the projection errors would not change anything. I told her that didn't make any sense to me, but I still want the errors corrected and a reanalysis. She said she would try to get a manager on the phone, but there wasn't one available. She said she would put in a message for a manager to call me as soon as one became available. No one called me back. XX/XX/year> - Called Rosegate back and spoke to XXXX ( male ). Informed him I was recording the phone call. Gave him a summary of the issue and told him I would be filing a complaint through CFPB and contacting the Attorney General. I had him confirm there was a request for reanalysis on file. He informed me completion date was still XX/XX/year>. I explained to him my conversation with the lady from XX/XX/year> where I said I shouldn't have to wait that long and she was going to rush it through. I also told him a manager was supposed to call me back and never did. I explained that their errors were putting a financial hardship on our family and it needs to be resolved right away. He stated he would get me on the phone with the escalations department. After sitting on hold for several minutes, he disconnected the call. XX/XX/year> - Called Rosegate back and spoke to XXXX. Informed her the call was being recorded. Gave her another recap and explained that the previous rep was reaching out to escalation department and then hung up. I again informed her I was filing a complaint with CFPB and contacting the attorney general. She asked did I need the escalations department, and I replied " whoever I need to speak to to get this resolved ''. I have currently been sitting on hold for XXXX minutes still waiting to be connected with escalations department.

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