Complaint Review: Nationstar Mortgage

I'm from the south so pardon the GWTW reference, but "as God as my witness, I will never ..." recommend anyone to Nationstar Mortgage for a refinance. They were, like so many others on here, the company who ended up with my mortgage.

They literally stalked me with FedEx packages (2-3 times) delivered to my house marked urgent, many many phone calls and emails encouraging me to refinance.

So I tried too, but then because I had some Fraud Alerts on my account when my identity was previously stolen years back, they said they couldn't do it until I removed them. That was also a process but much easier than the refi.

I finally got them removed, they reran my credit, sold me on the HARP refi and that I would have to provide very little information as they already had my loan. I was pleased with the rate. So I signed the lock in agreement.

From there, the nice Loan Originator David Totty transfers you to the Closing Coordinator Jane Speas. Mine was nice enough and I learned that my frustration that I had with her really had little to do with her and she was a victim to an inept Underwriting Department.

Let me pause and say I acknowledge I received a good rate and low closing costs, but I must also admit that I would paid more, up to 500 bucks more if there was better customer service from the Underwriting Department.  I first pointed all of my frustration at my Closing Coordinator but learned, not through her as she remained nothing but professional the whole time despite my frustration; that it was all due to the inept Underwriting Department. 

It took 5 weeks and 5 separate days of scheduled closing and 5 cancellations because of Underwriting. Not until the 6th day of scheduled closing and 2 hours prior did they call and tell me they needed a new Insurance policy since mine just missed the cutoff for it to be included in the loan, by a few days - darn. Really? I didn't cancel anything. I gave them my policy 5 weeks back. So 2 hours prior to closing I had to rush and renew and now accept that I have to bring 1K extra to closing because darn it, they missed it by just a few days. WTH!

I wanted to say forget it - jump in a lake - and more, but pulled up my big boy drawers and bit my lip and just did it; so as not to have to go through this again. I would have liked to shop for better insurance as my renewal was 250 bucks higher than the previous policy and I've never had a claim.

There was little communication. The last minute rush documents drove me to the edge of crazy. I am organized and handle my stuff.

If it were not for the rate and low closing cost I would have bounced.

Customer Service is free. With the exception of my first mortgage guy David Totty and the Closing Coordinator Jane Speas, who I grew to like very much as she demonstrated empathy and frustration with her own company and their ineptitude it was a terrible process.

When I order dominos pizza, at least I get a pizza tracker and know every step of the way - from when they are making it, when it's in the oven, who made it, when it's being boxed and inspected and who's driving it to me, with a blinky progress bar and such.

If they can do it for pizza, why not give it a shot on mortgages and let your customers know along the way what's going on.

David Totty and Jane Speas were fine to work with, actually enjoyable.  But Jane's boss, Eric and Anthony and John(I think it's John - it's Anthony's boss) - they were terrible.  Eric was smart mouthed to me, Anthony was belligerant and John first was empathetic and worked with me then turned into a jerk 3 days later when he had to call with bad news - I had to bring even more to the closing table. 

Know this, everytime they delay your closing, it cost the consumer even more money. Mine was delayed multiple times for ridiculous reasons - snow (in Dallas - really - was it a blizzard?) -- great - cha ching - more money for me to bring. Light dusting in Atlanta - where nothing was closed but they used it for another delay.  It was almost like they wanted to keep delaying the closing. 

F- in communication and customer service.