Consumer complaint received 2025-10-24 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: NEXA Mortgage, LLC
State: LA

Complaint narrative:
Dear Nexa Mortgage Compliance Team, I am submitting this formal complaint regarding the handling of my recently closed refinance loan. Throughout this process, I have experienced significant miscommunication, unprofessional behavior, and multiple procedural failures that have resulted in financial and emotional distress along with many deleys ( 2.5 months ) Below is a summary of the major issues : 1. Undisclosed {$370.00} Attorney Preparation Fee This fee was never disclosed on any borrower-facing documents provided by either loan officer XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

My attached corrected XXXX Fee Sheet from XXXX XXXX shows the final fee breakdown prior to closing, which did not include this charge. He removed the LLC review per my request, then added the " attorney preparation fee '' Nexa has since confirmed in writing that the fee was never disclosed by the original loan officer. 

The charge was added post-disclosure, on the day of closing, without any prior written notice or my consent. 

I am requesting a compliance review and refund of this fee, as it violates fair disclosure standards under federal and state lending laws, regardless of TRID applicability. 


2. Post-Closing Insurance ( Mortgagee Clause ) Expense Before closing, Nexa requested to be added as the mortgagee/loss payee on my Liability ) insurance ) policies, but did not follow up to complete the request. 

Now, after closing, I am being asked to make this change which my insurance carrier will charge {$75.00} per policy for ( total {$150.00} ). 

Since this cost resulted from Nexas lack of follow-through before closing, I am requesting reimbursement or confirmation that Nexa will cover this expense directly. 


3. Repeated Communication Failures and Lack of Accountability I initially changed lenders after delays and lack of transparency with XXXX XXXX, only to experience the same and continued mismanagement from the processor XXXX and new loan officer XXXX. 

I was verbally abused by the assigned processor XXXX, who told me to go XXXX XXXX XXXX XXXX myself and called me a " XXXX '' I reported this, spoke with your claims department, and was told your COO would contact me. He never did and XXXX stopped all communication with me. 

My calls and emails have gone largely unanswered, and no one has taken ownership of resolving these issues. 

Given the seriousness of these concerns including possible compliance and ethical violations I am requesting : A formal investigation into the handling of my loan and the conduct of involved employees ; A written response from Nexas Compliance or Executive Leadership confirming what corrective actions will be taken ; and Reimbursement for the undisclosed {$370.00} fee and the {$150.00} insurance-related expense. 


Please confirm receipt of this complaint and provide the name and contact information of the compliance officer assigned to review it. 

Thank you for your time and prompt attention. 

Sincerely,

Company response to consumer: Closed with monetary relief