Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  starting around june 1, 2022 i tried to refinance my house so i could take the 1st owner off i contacted nations lending jason alexander and then scott reese because jason was on vacation asked to refinance the house so i could get 35,000.00 to pay off the first signer on my house because she no longer wanted on the house. i was advised that i could not do that unless i took out an addtional 20,000.00 to pay off my car due to my debt to ratio and because i had a late payment on the mortage in february. i also needed to pay off some debt which i did 600.00 on a credit card to pay it down and 600.00 toward an old credit card. i did this then emailed them to let them know and they did not respond back only sent me a denial letter. in the meantime the first signer and i figured it was because i did not make enough to finance on my own so we tried again to refinance and just take out money to pay off our debt. we now talked to john kupcik at nations lending. after getting the application going john and his family got sick and no one contacted us for a couple weeks then we were told we needed to pay an appraisel fee of 600.00. we did that and then we were denied again due to our credit and the late pay. i feel like they should not have had us make these payments and then we get denied we turned to them for help and instead ending up having to pay money that we really did not have to pay and did not get any help only run around and loss of time due to vacations and sick time that we were not made aware . i feel the 600.00 appraisel fee should be returned.

  

  Business response

  09/12/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ***** ******* on 07/29/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. The customer was concerned that she was owed an appraisal refund. The customer does not qualify for an appraisal refund and has since declined the offer given to her by her loan originator. We have discussed these findings with Ms. ******* and we consider this matter resolved and closed.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went through Nation's Lending to purchase our first home. ********* ****** was our mortgage lender. The entire process was a nightmare-our documents were misplaced numerous times and we were mislead with information. We paid $2,000 upfront for this house and now we are told, due to financing, we cannot get any of that money back. We were forced to pay appraisal and inspection before close, before we even had final numbers to determine if we could afford the house. I asked numerous times for a letter of declination because we could not afford the home with the high numbers we were given. We were never given this letter so that we could get our earnest money back with the title company. Not only that, but my credit and my husband's was ran numerous times, dropping our scores significantly. We were promised that if we could not afford the property, our earnest money would be returned. Notably, I reached out to ********* on June 19th and she responded by way of our realtor, Tre. I still have not received communication from her. I am pregnant and now we can't rent because our credit has tanked and our savings went to this house that we were misled on. I kindly ask for the declination letter for us to recover at least a portion of our losses.

  

  Business response

  07/06/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ******* ****** on 06/21/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. There were several attempts to contact the customer, to no avail. It is unclear what documents she alleges were misplaced and what information she was misinformed about. Ordering an appraisal and inspection before closing are normal steps in the process of doing mortgage transactions. It is what helps determine the value and condition of the home. Once the customer was aware that these were a part of the application process, she did not have to proceed. At the time that the customer sent in her complaint to the BBB, she was not denied, thus no statement of denial was issued. The customer is concerned about unnecessary credit pulls. After investigating this matter, we have no reason to believe that this accusation is true. In her complaint, the customer states that she did not hear from her loan originator after June 19. Records indicate that Ms. ******’s loan originator has attempted to contact her since then. The loan originator has since received a copy of a signed mutual release regarding the earnest money. We have not been able to reach Ms. ****** regarding this matter, however, we consider this matter resolved and closed.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinanced my home with Nations Lending back in March (closing). Prior to closing I paid my home owners insurance policy in full. They also took money for it at closing, which was sent by the title company to the insurance company. The insurance company then mailed the check back to me stating it was not needed since I paid it in full. I was expecting this refund. I called the title company to see how I should proceed with getting the check back to them and a new one sent out payable to me. They said to send it back and they would send me the new one. Few weeks went by and nothing showed up, I called them back and they stated that Nations Lending told them to send the check to them and not me. This was a refund admittedly (by them) due to me. I attempted for weeks to contact my loan officer to no avail, I sent emails to main address, made calls and texts and nothing. Finally about 2 weeks ago I got a response, he tracked it down and said it was due to me and they would be sending me the refund. Last week I got the check but it was $189.00 short. I have reached out to loan officer again, he said he would research and see who took the money but never responded. Tried to contact a few more times via text with no luck. I am due the full 1259.00 back. I have tried every avenue I know how to get this resolved or an answer but it falls on deaf ears.

  

  Business response

  06/17/2022

  This is a servicing issue. ******** has been made aware of the concern. The findings have been discussed with the customer.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made an offer on a house in ******, ** in March. We put a deposit of $500.00 down. We were told we would need approximately $1500 in closing costs. Escrow was opened. We were aware that that amount might change. Since our agent seemed confident that we'd get a loan with little down, we proceeded with escrow. We paid for a pest inspection. We spent quite a bit of money driving to ****** and staying overnight. Up until the very last week (escrow was supposed to close on May 10, 2022), we had no indication that there might be a problem. However, exactly one week prior to close, Nations Lending told us we'd need $6000 to close. That is not a change of "a little bit." That is a huge change in the amount we were told we'd need to close. Because they waited so long, we lost our deposit. We proceeded in good faith; Nations did not. I would like Nations Lending to pay us back our deposit to the seller. They cost us a lot of money.

  

  Business response

  05/26/2022

  Nations Lending Corporation (“NLC”) received the concern filed by **** **** on 05/12/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. The customer is concerned about the amount of funds she was told would be required to close 3 days before closing. The customer signed two loan estimates in April that disclosed the amount that would be necessary to close in May. The pest inspection was not a requirement and a service the customer obtained as a personal choice. We feel that the customer was disclosed the estimated cash to close amount in a timely manner. We have not been able to reach the customer to discuss these findings. We consider this matter resolved and closed.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am formally filing a complaint against this company due to professional negligence. I went through an entire home purchasing process to learn four days before closing; that the loan would not be able to be funded due to a problem that I thoroughly explained to the Lender. What's even more upsetting is I worked with this Lender for two years, and they knew everything about my situation. Also, when requesting further information and assistance, their corporate office was not willing to help. I should not have to go through this, and now I cannot work with another lender because my credit score has been damaged following the Lender's advice. Plus, I lost five thousand dollars because of a problem the Lender should have addressed months ago.

  

  Business response

  06/01/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ******* ******* on 05/02/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. The customer alleges that she disclosed her irregular employment before her credit report was pulled and that following her loan originators advise to remove the disputes from her credit report have caused her to not qualify for a loan at another lender. The documentation in Ms. *******’s file illustrates that her employment was first verified as full-time in March, the day after her credit was pulled. In April, NLC received verification from Ms. *******’s employer that she was seasonal. Her employer was contacted several times to try to gain clarity on her employment status to no avail. Ms. ******* was advised to resolve the disputes on her credit report because the status of the accounts on her credit report would need to be clear in order to determine what debts she has. We have discussed these findings with Ms. ******* and requested any documentation to support her claims. We have not received such documentation and consider this matter resolved and closed.

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am requesting mediation between myself and the company. The main reason why my questions were not fully answered during the compliant process; that were requested by the company's resolution specialist. Also, during a phone call, when I further explained my concerns about my credit being negatively impacted, the specialist laughed as my circumstances did not warrant her respect. 
  
  When additional information was requested, I explained it would be provided through the proper channels because I would not work with someone who does not take my claims seriously. To further express my position as proof, all calls are recorded on my end, similar to the company. In addition, I have witnesses' statements regarding how unprofessional the company handled my file. Lastly, the information requested will be provided during the official mediation process. 
  
  Regards,
  
  ******* *******
  
  
  
  
   

  

  Business response

  06/07/2022

  Ms. ******* was told on 5/31/2022 that the response to her questions would be sent to her in the mail. She should receive that letter this week.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a text msg from a representative of Nations lending,stating that if I provided $565 dollars that I was pre-approved for a refinancing of my mortgage loan. After paying I summarily received a denial letter

  

  Business response

  03/28/2022

  Nations Lending Corporation (“NLC”) received the concern filed by *** ******* on 03/17/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. The customer was concerned that he was preapproved and paid for his appraisal, and then denied. The customer has been informed that a preapproval is not a guaranteed approval and that ordering an appraisal is part of the loan application process. A loan officer is still working with the customer on his loan application. The findings of this matter were discussed with the customer. We consider this matter resolved and closed.

  Customer response

  03/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *******
  
  
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were continuously told that we would have our appraisal and took off work 3 different times and the appraiser never showed up. I would call and not get a response. After 40 days we finally got the appraisal back. Then it took another 20 days to actually close. Every call was met with it’s not my fault and we will Close by this date to only see if fly by and have to keep emailing, texting and calling. Now we were told on our second attempt that the issues were due to a new employee and if they knew the previous issues would have never happened. We are now in our second loan and that is on me. After another deadline for appraisal missed and additional cost due to lord knows what. I paid the appraisal for the price they quoted they then never contacted me and when I called over a week later they said it would be another $110. Now going back on a week and we still haven’t heard anything.

  

  Business response

  04/12/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ******* ****** on 03/16/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. The customer was concerned that he was charged an additional fee related to his appraisal and that he had not closed at the time of his complaint. The additional charge that the customer paid was an escalation fee issued by collateral management. The customer’s loan application was closed last week. We have discussed these findings with Mr. ****** and we consider this matter resolved and closed.

  Customer response

  04/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My loan number is **************. Jan 10th- I had an appraisal ordered under the following premise, and the appraisal was done at the cost of $590. Jan 4th-I started moving forward in the refinance process with nations lending under the premise that I wanted a conventional loan to reestablish my VA loan eligibility because I wanted to purchase a second home, and you can't have 2 VA loans at the same time. (This is untrue). This loan was at a worse interest rate than my existing loan, but I was okay with that because I believed you couldn't have two VA loans simultaneously, which they did not correct because my loan officer wasn't aware that was possible (which he admitted via a phone call). Following my appraisals execution I found out from another source that you can have 2 VA loans at the same time and the information they'd provided me up to this point had been incorrect. I want my Appraisal refunded because there was no reason for me to order an appraisal in the first place. You can have two VA loans at the same time. They breached their fiduciary duty and were unaware of the VA loan options available to me (and any veteran for that matter) and sought to put me into a worse loan, whether due to fraud or negligence for their benefit alone. I have tried to resolve the problem and was receiving callbacks while I was researching the incorrect information they provided. As I was doing that, they continued trying to hard sell me. Once I sent them authoritative literature proving that their info was wrong (provided by the VA RLC), I stopped receiving callbacks. I've sent an email to their branch manager, my lender, and his manager with no response. As such I'm seeking BBB assistance in receiving a refund of $590 for an appraisal that never should have been ordered in the first place.

  

  Business response

  03/25/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ***** ***** on 02/24/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. This customer was concerned that he paid for his appraisal under misguided information from his loan officer. A branch manager spoke with the customer and agreed to request an appraisal refund for the customer. A refund has been issued to the customer. The findings of this case have been discussed with the customer. We consider this matter resolved and closed.

  Customer response

  03/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to refinance my mortgage through the same company who holds my mortgage now . The reason for the refinance is we are selling a few acres of land so we had to re survey the land . for a month or two in november / december when we were waiting for the survey to happen our loan officer ******* ********* would text and call me every few days asking if the survey was done . The survey was done december 30th . January 9th I sent the survey documents along with my pay stubs which is what they asked for to ******* and he said he was giving it to the closing company and we would be ready to close soon . Then I heard nothing for weeks . I finally tried calling ******* at the number he had called and texted me from and the number wouldn’t work. I called nations lending directly , this was february 8th . They then had Brandon call me back and ask for my pay stubs again and said he would get back to me soon to close . No mention of what happened to ******* or what the hold up was . he said they needed my pay checks but i provides them jan 21st . They did another credit inquiry feb 9th … and since then I have not heard from them . I am frustrated of all the time and phone calls i’ve had to make a long with it hitting my credit report multiple times and worries the rates are going to go up . The lack of communication is horrible customer service . I’ve been a customer of them for years.

  

  Business response

  03/07/2022

  Nations Lending Corporation (“NLC”) received the concern filed by **** **** on 02/23/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. She is concerned with the lack of communication between her and her loan officer (LO) during her refinance process. Her LO no longer works with NLC and her new LO assisted her with closing last week. The customer is aware of these findings and has confirmed that she was able to communicate with her new LO. We consider this matter resolved and closed.

  Customer response

  03/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I gave Nation's Lending $800 in November of 2021 for an appraisal that never happened. I asked for the money back by check in January. It was put back on the card I used instead. I was not told this would happen. I explained that the card had been compromised and fraudulently used and I am in the process of resolving it, so I will likely never see that money again as it was put to a debt I did not make. I really could have used that money to pay for the appraisal with a different company. I'm upset that I asked and no one said it wouldn't happen and just reversed the payment because it was the easiest method. I would like them to reverse the reverse and send it by check, as originally asked. Thank you for your time on this :)

  

  Business response

  03/02/2022

  Nations Lending Corporation (“NLC”) received the concern filed by ****** ***** on 02/16/2022. A member of NLC management team contacted all parties involved to get a better understanding of the concern. Ms. ***** is concerned that her appraisal refund was sent to a card on file that is now closed due to fraud. The funds would have to be obtained from her financial institution, as they have already been sent there and NLC no longer has access to them. She has not been able to be reached at the contact information given to discuss the findings of this matter. We consider this matter resolved and closed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩