Nova Home Loans

[redacted] (Nova Home Loans) is a top notch lenderShe is intelligent, well-spoken, and does what it takes to get the job done We closed a mortgage with her/Nova last year and the transaction went seamlessly from start to finishThroughout the process, it was very obvious that [redacted] keeps her clients and their best interests at the forefront of her mindNot only is she an excellent communicator, but her thoroughness and attention to detail is high above the barI highly recommend her

We have made sure that the client will NO longer receive emails, phone calls or any other communication from [redacted] going forward

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Ms [redacted] House of [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be
satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I spoke to *** *** and offered to send him a check forthe $that he requested. I informed him that *** *** has resigned from *** and I apologized that hehad a bad experience with ***.I let him know that I would be responding to the Revdex.comcomplaint by saying that we spoke and have
come to an amicable resolution. *** ***Regional Operations Manager

This complaint is not againstNova Home Loans. Mr*** started the process of qualifying for a loanon August 5th with Mike K*** while he was employed at Nova HomeLoans. Mike and his team resigned from Nova on August 18th andaccording to Mr***’s wife he did not tell them that he
left Nova. Ispoke to Mr***’s wife on October 4th and explained to her thatit looks like Mike took their loan to his new company and that is where theirproblems started. The only reason that Nova Home Loans is mentioned inMr***’s complaint is that I spoke to his wife and explained the employmentsituation with Mike. I told her that in looking at the information thatwas in the file in our system I couldn’t figure out why they were denied a loanat the other two companies that Mike moved to. I offered to have one or ourLoan Officers contact them to see if there was anything we could do to helpthem improve their credit score and get a loan done for them. This complaint is against MikeK***, American Financial Network and Security National MortgageCorporation. Nova Home Loans had nothing to do with the reasons Mr***is upset. Greg HardingVice President/Branch ManagerRegional Operations Manager480-551-office480-570-mobile480-389-faxNMLS #243899AZ license #243899WA license MLO243899Licensed by the CA-DBO under theCFLL and CRMLA.Loans made or arranged pursuantto CFLL or CRMLA License.BK #

I found Nova Home Loans through the Revdex.com web site I was looking for a company I could trust and I am happy that I found Nova I needed to refinance my underwater residential mortgage through the HARP program I worked with Mrs*** and found her to be very knowledgeable and effective in assembling all of the documents and getting the process done
There were no problems with my application but I did need to meet the requirements of Freddie Mac and refinance a limited amount of principal (it was just enough) My mortgage interest rate was reduced by about percent and now I am saving nearly $each month I would recommend Nova Home Loans to anyone who needs home mortgage financing

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have made sure that the client will NO longer receive emails, phone calls or any other communication from [redacted] going forward.

[redacted] (Nova Home Loans) is a top notch lender. She is intelligent, well-spoken, and does what it takes to get the job done. We closed a mortgage with her/Nova last year and the transaction went seamlessly from start to finish. Throughout the process, it was very obvious that [redacted] keeps her clients and their best interests at the forefront of her mind. Not only is she an excellent communicator, but her thoroughness and attention to detail is high above the bar. I highly recommend her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Ms. [redacted]
  House of [redacted]

I spoke to [redacted] and offered to send him a check forthe $575 that he requested.  I informed him that [redacted] has resigned from [redacted] and I apologized that hehad a bad experience with [redacted].I let him know that I would be responding to the Revdex.comcomplaint by...

saying that we spoke and have come to an amicable resolution. [redacted]Regional Operations Manager

From: [redacted] Sent: Monday, December 22, 2014 3:23 PMTo: [redacted]Subject: RE: Revdex.com Complaint [redacted] applied for a VA home loan.  Our file started in September and was under contract to purchase the home on 10/13.Everything we...

have in our file indicates that Ms. [redacted] is divorced and she has 3 childern.Below are parts of an email from the Loan Officer explaining the child care situation: [redacted] did pay for the Appraisal but we never collected any money for the Inspection. The reason for the denial was because she had told me from the start that she was not paying anything for the kids and there is nothing in the divorce paperwork stating who pays for the kids. She stated to me that the kids would be living with the father for the next 3 years and she was not paying anything to the ex-husband. Then it came out that she was sending money to the ex via bank transfers and because of this her residual income did not work. She would then again tell me and [redacted] that she did not pay for the kids but I have email that I will send you stating that she is trying to buy a house for her and her girls. Email from Ms. [redacted] to [redacted] on 12/07:[redacted],   I wrote a thousand dollar check, to you for tittle and escrow to a property I was supposed to have moved into before thanksgiving. The loan company contacted my agent and then me, the day after the closing date,  to say that they are denying the loan, after they had pre approved me for 150,000. Today I dont have the property and I have not heard from anyone about when the check is being returned to me, or if any of the money I have put down for the property is coming back to me. I spent over 2 grand to move into the house. Appraisal fees, inspection fees, title and escrow fees.  I believe if I write a check to you for a service and the service was not provided, then I deserve a refund back, you charge for the process, then take out your service fee, and return to me the difference.  I worked hard to provide for my daughters, and to be taken advantage like that and for you to just say, talk to your agent. You were the one who called me asking for the tittle deposit of one thousands dollars and now you and the loan agency are giving me the run around.  I am using a VA certificate, I am a veteran, I was supposed to be protected, it is the holidays and I have to be held accountable for getting a roof over my girls head, and provide for my family.  I contacted you as soon as I could and so far nothing as to the deposit money, you quickly had your carrier pick up from me at work. You contacted me to get the money from me and the service was not provided so now I would like for you to return my check to me so that my daughrers and I can attempt to have a good Christmas without the likes of people like you, who doesn't seem to care about who gets screwed in the process. I have been patient and kindly waiting but no phone call as to when I will get my deposit back. I will continue to contact and reach out to whomever is listening to get this resolved.  Nova home loans dropped the ball, and didn't communicate well enough as to what they needed and the tittle company misplaced my deposit money, now im out of a house for the holidays and out of 2 thousand dollars. The seller contact me to see if I want to rent the house for 800 dollars, a month, the house I was supposed to be living in by now.  Sincerely,  Ms. [redacted] Israel ###-###-#### cell [redacted]  With a VA loan we need to meet the guidelines for residual income.  Child care expenses are one of the items that goes into the calculation for residual income.  Once we factored in the amount that was being paid to the ex-husband our borrower no longer met the residual income threshold.  Below is an email from 12/1 from the Loan Officer to Ms. [redacted] explaining why we couldn’t approve her loan: Email from 12/1I received your email over the weekend and again wanted to explain why your loan was not approved at this time with Nova Home loans. I had called you on 11/17 explaining what we would need to get this VA Loan  approved for you. The one big issue that was never explained was the child care issue that was address on 11/17 ,11/20 and 11/21 each time you said you did not pay for child care and the children did not live with you but lived with their father in Mississippi. On 10/31 you stated that you had joint custody and did not pay for any child support. Because the divorce decree did not state that we asked you to please have your ex-husband write a letter and you write a letter explaining that no one is paying for child care at this time..(We never received both letters) You stated on 11/20 that your ex-husband would not write the letter (which we needed to get the loan done)   You stated on 11/21 that your kids do not live with you so you don't pay for child care but you did claim  one of the 3 kids  on our tax returns for 2012 and 2013 which you say you don't pay for, so because you have it on your tax returns and you stated on 11/21 that you transferred money from your [redacted] account to your ex-husband  [redacted] account  for your daughter we have to count that child in your residual income calculation.  I'm sorry but that is a child expense and has to be counted for. When everything was finally put together we could not approve you at this time because you did not meet the residual income needed for 2 people for a VA loan.  I hope the helps explain why we could not approve your loan. Sincerely [redacted] Our borrower has a previous bankruptcy and limited credit after the BK.  We could not get an automated UW approval and were going to have the file manually underwritten so that we could override the AUS.  Unfortunately once we learned of the child care expenses there was nothing we could do about not meeting the residual income.  Our Underwriter was willing to overlook the money that Ms.. [redacted] was sending to her ex-husband if both parties would write a Letter of Explanation.  Ms. [redacted] indicated that her ex would not be willing to help her by writing such a letter.  Email from November 20th form Ms. [redacted] to the Loan Officer and Processor:I am a member of the Louisiana National Guard. My daughters do not live with me in AZ. I spoke with [redacted] last night and I informed him I had spent about 1500 this year for travel expenses. I am not able to get a letter from my ex- he does not care to write anything on his phone or email and email to me.  As far as the fees are concerned we do not collect for the inspections.  We ordered and received an appraisal and that is the borrower’s responsibility to pay.  I cannot speak to the refund of the earnest deposit.  That is between the two Realtors and the title company. It appears that we did what we could to try to approve this loan.  We manually underwrote it, tried to find a way around the child care payments etc.  At the end of the day the information that was provided at initial application was different as we worked through the approval process and we were not able to approve the loan. [redacted]Regional Operations Manager###-###-#### office###-###-#### mobile###-###-#### fax[redacted]BK #[redacted]  From: [redacted] Sent: Monday, December 22, 2014 1:17 PMTo: [redacted]Subject: Revdex.com Complaint The details of this matter are as follows:Complaint Involves:Contract DisputesCustomer’s Statement of the Problem:Hello Good morning, I [redacted] went online and filled out a form with Nova home loan, for a Home Loan. I later spoke with [redacted] from Nova Home Loan. He pre­qualified me for a home loan of 150,000. The loan agreement for the property I wanted to purchase came to about 126,000. The closing date, I did not received a call from the loan company or my agent.. Friday afternoon, November 21, 2014 I called and spoke with [redacted], he stated I needed some documents from you, I asked what documents, He stated I need W2 for 2012 and 2013, it seems like he was grasping for something to tell me but was not being upfront. I was seating at my desk at work in [redacted] down the street from the property I wanted to purchase. He later called me after my shift was over and stated I am going to deny your loan because of the expenses for the summer you had taken. I told him I had spent money over the summer that has no correlation to spending time with my daughter in Puerto Rico. How does my vacation from the summer affect my loan now? I then let the weekend pass and I was uncomfortable and did not spend time with my family on thanksgiving or get out of bed, because this was not supposed to be how the thanksgiving weekend was supposed to be. I waited and called back on Monday afternoon after work and spoke with [redacted], who stated something similar, but she can ask [redacted] or [redacted] if they can reprocess my loan application and get me a loan this time, which seems odd and I am not wanting to spend more money that I do not have just to get a house from the company that had just screwed me out of about 2 grand, with no house and no explanation on what just had happened. I am distraught and I am outrage and nothing they said madesense, or when I am to get the money back that I have poured into this process. I was supposed to be protected as a veteran, instead I was just another sorry out of luck, and no way to get the money back before Christmas. The day after the loan closing date, on November, 21, 2014 the Owner of the company in Scottsdale, [redacted], called and stated that he is denying the loan. I then proceeded by asking what I had done wrong and what I can do to improve for future buying experience. I then waited for the weekend to pass and I called and spoke to [redacted] who stated that I was missing documents that I had not sent. I started the loan process with [redacted] and he left for emergency issues and [redacted] picked up the process. She was not given any of the required materials, because she had asked me for the same documents, to which I faxed and sent to her several times. The loan company did not keep in any contact to with my agent in regards to if my loan was in jeopardy prior to the loan closing date.Complaint Background:Product/Service: home loanPurchase Date: 11/20/2014Problem Occurred: 11/21/2014Model: nova home loanAccount Number:Order Number:Talked to Company: 11/24/2014Talked to Company (2nd): 11/22/2014Talked to Company (3rd): 12/6/2014Name of Salesperson:[redacted]Purchase Price: $124000.00Disputed Amount: $1600..00Desired Settlement:I have saved up for 2 years, taken care of my bills and tried to start over in Phoenix Arizona after filling for divorce and going through financial hardship. I paid for an appraisal and I paid for an inspection fee, I also paid for an earnest deposit / title/escrow and I have not received any payments back. I am a single mother and it is the holidays, what I had saved up went into the purchasing the home. My credit score was affected and I have to wait couple more months just to try and purchase a home. When I contacted the Loan Company they told me to get a hold of my agent, when I contact the title company they told me to get a hold of my agent. I would like to know why my loan was denied and what I can do to purchase a home if I was already approving with a VA home loan certificate. Ms. [redacted]Nova Home Loans[redacted]P. ###-###-####F. ###-###-####[redacted]Description: template  CONFIDENTIALITY AND PRIVILEGE NOTICE This e-mail from Nova Financial & Investment Corporation contains confidential information intended only for the addressee(s). Information in or attached to it may be privileged, confidential or protected by law. If you are not the addressee (or a person responsible for delivering this transmission to the addressee) you are strictly prohibited from reading, copying, disseminating or distributing it. If you have received this e-mail in error please notify the sender by replying to this message or calling ###-###-####; then delete it and any attachments from your system, and destroy any print outs you may have made. Thank you. If you have a need to contact us, please visit our website at www.novahomeloans.com.

Hello [redacted]After digging into the root of what transpired with [redacted], attached are the emails from our Credit Services Department and Branch Manager-[redacted] (Chandler Branch) also from our Operations Manager [redacted] tried on several occasions to contact...

[redacted] with no response. Please let me know what happens from here?Thank you,[redacted]Nova Home Loans[redacted]P. ###-###-####F. ###-###-####[redacted]---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].*@[redacted]>Cc: Date: Fri, 14 Nov 2014 15:30:49 -0600Subject: [redacted] response for Revdex.com
 
Page 15 of 20 shows that any inquiries within 14 days for the same thing, such as a mortgage, only count as one inquiry.
 
I received several emails from [redacted] Hernandez regarding the assistance that Credit Services provided for Mr. and Mrs. [redacted].  Below is one pertinent comment from [redacted]:
?
Here is the communication between [redacted] and the borrowers.    Overall it looks like the borrower spent quite a bit of time working with Credit Services which culminated with the loan officer paying for a rescore on the borrower’s behalf to get to a 580.   Overall, due to the amount of work performed on the file and the rescore I do not believe the inquiries are excessive especially when you consider four of them only count as a ‘one time’ hit to the score.
 
This one is from September 5th:
 
Hi [redacted], The borrower just sent me a screen shot confirming the lower balance so I will submit a rescore.  Fee is $41 and will take 3-5 business days. [redacted] rescored the file dated on 09/02 in order to get to a 580 mid [redacted] score.   The rescore was completed on the 9th.   Credit had to be re-pulled at that time.  This one is from September 10th from [redacted] to [redacted]:Please help!!!I had the borrowers’ birthdays switched and need to re-pull their credit ASAP so their file can be submitted to processingHi [redacted],Go ahead and re-pull as new, I deleted the old report I can forward all of the emails if necessary or I can type up a more detailed response in needed.Please let me know if you need any additional information. [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].*@[redacted]>Cc: Date: Mon, 17 Nov 2014 16:56:36 -0600Subject: RE: Revdex.com Complaint ID# [redacted], To let you know I  tried [redacted] a few times.  I did speak with her husband today who said “you may have a hard time connecting with her”, she works for [redacted].  Her husband told me that I could possible get her tomorrow night at 5:00pm.  I left a message on her cell.Stay tuned.  I did get additional information from [redacted] Hernandez on why the client’s score dropped.   The borrower opened several accounts in March of 2014 that did were not reflected on the original credit report.  In addition she nearly maxed out her Merrick card which went from $573 to $1007.  This along with her BK, medical collections and a judgment could easily result in a 577 [redacted] score.   [redacted]---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].k@[redacted]>Cc: Date: Wed, 19 Nov 2014 19:46:35 -0600Subject: [redacted], I have tried to call [redacted] on three different days, Monday, Tuesday and then today.  The first day I spoke with a gentlemen who said he was her husband.  I called the other number and left a message for her that day.  We have researched her concerns and found the following:Ms. [redacted] was referred to our Credit Services department in order to get her score up to a 640 which was required for the Home in 5 Down Payment Assistance Program.   The original credit report was pulled in April which didn’t reflect the newly opened credit cards that the borrower had opened in March and had almost maxed out their credit limit.  In addition the borrower had taken out an auto loan in February that wasn’t being reported in April.   Credit can lag about 30-45 days when a new account is opened.  The new debt and high balances are what dropped the borrowers score.   Her score went from 618 to a 580.  If a credit report is re-pulled within a 14 day period it counts as one pull.   The borrowers were working with our Credit Services department trying to pay down debt in order to get the needed credit score.   April- Initial credit pullAugust- an additional credit pull based on paying down debt to get a 640 score- counts as one credit pullSeptember- Borrowers submitted a screen shot confirming the lower balance and the LO (Originator) paid the $41.00 rescore fee.  – counts as one credit pullThere were a total of three pulls on credit that would have affected the borrower credit score.  All were pulled with borrower’s verbal consent. I have still not been able to communicate with the borrower as she hasn’t returned one of my messages.   [redacted]

We have made sure that the client will NO longer receive emails, phone calls or any other communication from [redacted] going forward.

This complaint is not againstNova Home Loans.  Mr. [redacted] started the process of qualifying for a loanon August 5th with Mike K[redacted] while he was employed at Nova HomeLoans.  Mike and his team resigned from Nova on August 18th andaccording to Mr. [redacted]’s wife he did not tell...

them that he left Nova.  Ispoke to Mr. [redacted]’s wife on October 4th and explained to her thatit looks like Mike took their loan to his new company and that is where theirproblems started.  The only reason that Nova Home Loans is mentioned inMr. [redacted]’s complaint is that I spoke to his wife and explained the employmentsituation with Mike.  I told her that in looking at the information thatwas in the file in our system I couldn’t figure out why they were denied a loanat the other two companies that Mike moved to.  I offered to have one or ourLoan Officers contact them to see if there was anything we could do to helpthem improve their credit score and get a loan done for them.   This complaint is against MikeK[redacted], American Financial Network and Security National MortgageCorporation.  Nova Home Loans had nothing to do with the reasons Mr. [redacted]is upset. Greg HardingVice President/Branch ManagerRegional Operations Manager480-551-7610 office480-570-1436 mobile480-389-2571 faxNMLS #243899AZ license #243899WA license MLO243899Licensed by the CA-DBO under theCFLL and CRMLA.Loans made or arranged pursuantto CFLL or CRMLA License.BK #0902429

From: [redacted] Sent: Monday, December 22, 2014 3:23 PMTo: [redacted]Subject: RE: Revdex.com Complaint [redacted] applied for a VA home loan.  Our file started in September and was under contract to purchase the home on 10/13.Everything we...

have in our file indicates that Ms. [redacted] is divorced and she has 3 childern.Below are parts of an email from the Loan Officer explaining the child care situation: [redacted] did pay for the Appraisal but we never collected any money for the Inspection. The reason for the denial was because she had told me from the start that she was not paying anything for the kids and there is nothing in the divorce paperwork stating who pays for the kids. She stated to me that the kids would be living with the father for the next 3 years and she was not paying anything to the ex-husband. Then it came out that she was sending money to the ex via bank transfers and because of this her residual income did not work. She would then again tell me and [redacted] that she did not pay for the kids but I have email that I will send you stating that she is trying to buy a house for her and her girls. Email from Ms. [redacted] to [redacted] on 12/07:[redacted],   I wrote a thousand dollar check, to you for tittle and escrow to a property I was supposed to have moved into before thanksgiving. The loan company contacted my agent and then me, the day after the closing date,  to say that they are denying the loan, after they had pre approved me for 150,000. Today I dont have the property and I have not heard from anyone about when the check is being returned to me, or if any of the money I have put down for the property is coming back to me. I spent over 2 grand to move into the house. Appraisal fees, inspection fees, title and escrow fees.  I believe if I write a check to you for a service and the service was not provided, then I deserve a refund back, you charge for the process, then take out your service fee, and return to me the difference.  I worked hard to provide for my daughters, and to be taken advantage like that and for you to just say, talk to your agent. You were the one who called me asking for the tittle deposit of one thousands dollars and now you and the loan agency are giving me the run around.  I am using a VA certificate, I am a veteran, I was supposed to be protected, it is the holidays and I have to be held accountable for getting a roof over my girls head, and provide for my family.  I contacted you as soon as I could and so far nothing as to the deposit money, you quickly had your carrier pick up from me at work. You contacted me to get the money from me and the service was not provided so now I would like for you to return my check to me so that my daughrers and I can attempt to have a good Christmas without the likes of people like you, who doesn't seem to care about who gets screwed in the process. I have been patient and kindly waiting but no phone call as to when I will get my deposit back. I will continue to contact and reach out to whomever is listening to get this resolved.  Nova home loans dropped the ball, and didn't communicate well enough as to what they needed and the tittle company misplaced my deposit money, now im out of a house for the holidays and out of 2 thousand dollars. The seller contact me to see if I want to rent the house for 800 dollars, a month, the house I was supposed to be living in by now.  Sincerely,  Ms. [redacted] Israel ###-###-#### cell [redacted]  With a VA loan we need to meet the guidelines for residual income.  Child care expenses are one of the items that goes into the calculation for residual income.  Once we factored in the amount that was being paid to the ex-husband our borrower no longer met the residual income threshold.  Below is an email from 12/1 from the Loan Officer to Ms. [redacted] explaining why we couldn’t approve her loan: Email from 12/1I received your email over the weekend and again wanted to explain why your loan was not approved at this time with Nova Home loans. I had called you on 11/17 explaining what we would need to get this VA Loan  approved for you. The one big issue that was never explained was the child care issue that was address on 11/17 ,11/20 and 11/21 each time you said you did not pay for child care and the children did not live with you but lived with their father in Mississippi. On 10/31 you stated that you had joint custody and did not pay for any child support. Because the divorce decree did not state that we asked you to please have your ex-husband write a letter and you write a letter explaining that no one is paying for child care at this time..(We never received both letters) You stated on 11/20 that your ex-husband would not write the letter (which we needed to get the loan done)   You stated on 11/21 that your kids do not live with you so you don't pay for child care but you did claim  one of the 3 kids  on our tax returns for 2012 and 2013 which you say you don't pay for, so because you have it on your tax returns and you stated on 11/21 that you transferred money from your [redacted] account to your ex-husband  [redacted] account  for your daughter we have to count that child in your residual income calculation.  I'm sorry but that is a child expense and has to be counted for. When everything was finally put together we could not approve you at this time because you did not meet the residual income needed for 2 people for a VA loan.  I hope the helps explain why we could not approve your loan. Sincerely [redacted]. [redacted] Our borrower has a previous bankruptcy and limited credit after the BK.  We could not get an automated UW approval and were going to have the file manually underwritten so that we could override the AUS.  Unfortunately once we learned of the child care expenses there was nothing we could do about not meeting the residual income.  Our Underwriter was willing to overlook the money that Ms.. [redacted] was sending to her ex-husband if both parties would write a Letter of Explanation.  Ms. [redacted] indicated that her ex would not be willing to help her by writing such a letter.  Email from November 20th form Ms. [redacted] to the Loan Officer and Processor:I am a member of the Louisiana National Guard. My daughters do not live with me in AZ. I spoke with [redacted] last night and I informed him I had spent about 1500 this year for travel expenses. I am not able to get a letter from my ex- he does not care to write anything on his phone or email and email to me.  As far as the fees are concerned we do not collect for the inspections.  We ordered and received an appraisal and that is the borrower’s responsibility to pay.  I cannot speak to the refund of the earnest deposit.  That is between the two Realtors and the title company. It appears that we did what we could to try to approve this loan.  We manually underwrote it, tried to find a way around the child care payments etc.  At the end of the day the information that was provided at initial application was different as we worked through the approval process and we were not able to approve the loan. [redacted]Regional Operations Manager###-###-#### office###-###-#### mobile###-###-#### fax[redacted] #[redacted]BK #[redacted]  From: [redacted] Sent: Monday, December 22, 2014 1:17 PMTo: [redacted]Subject: Revdex.com Complaint The details of this matter are as follows:Complaint Involves:Contract DisputesCustomer’s Statement of the Problem:Hello Good morning, I [redacted] went online and filled out a form with Nova home loan, for a Home Loan. I later spoke with [redacted] from Nova Home Loan. He pre­qualified me for a home loan of 150,000. The loan agreement for the property I wanted to purchase came to about 126,000. The closing date, I did not received a call from the loan company or my agent.. Friday afternoon, November 21, 2014 I called and spoke with [redacted], he stated I needed some documents from you, I asked what documents, He stated I need W2 for 2012 and 2013, it seems like he was grasping for something to tell me but was not being upfront. I was seating at my desk at work in [redacted] down the street from the property I wanted to purchase. He later called me after my shift was over and stated I am going to deny your loan because of the expenses for the summer you had taken. I told him I had spent money over the summer that has no correlation to spending time with my daughter in Puerto Rico. How does my vacation from the summer affect my loan now? I then let the weekend pass and I was uncomfortable and did not spend time with my family on thanksgiving or get out of bed, because this was not supposed to be how the thanksgiving weekend was supposed to be. I waited and called back on Monday afternoon after work and spoke with [redacted], who stated something similar, but she can ask [redacted] or [redacted] if they can reprocess my loan application and get me a loan this time, which seems odd and I am not wanting to spend more money that I do not have just to get a house from the company that had just screwed me out of about 2 grand, with no house and no explanation on what just had happened. I am distraught and I am outrage and nothing they said madesense, or when I am to get the money back that I have poured into this process. I was supposed to be protected as a veteran, instead I was just another sorry out of luck, and no way to get the money back before Christmas. The day after the loan closing date, on November, 21, 2014 the Owner of the company in Scottsdale, [redacted], called and stated that he is denying the loan. I then proceeded by asking what I had done wrong and what I can do to improve for future buying experience. I then waited for the weekend to pass and I called and spoke to [redacted] who stated that I was missing documents that I had not sent. I started the loan process with [redacted] and he left for emergency issues and [redacted] picked up the process. She was not given any of the required materials, because she had asked me for the same documents, to which I faxed and sent to her several times. The loan company did not keep in any contact to with my agent in regards to if my loan was in jeopardy prior to the loan closing date.Complaint Background:Product/Service: home loanPurchase Date: 11/20/2014Problem Occurred: 11/21/2014Model: nova home loanAccount Number:Order Number:Talked to Company: 11/24/2014Talked to Company (2nd): 11/22/2014Talked to Company (3rd): 12/6/2014Name of Salesperson:[redacted]Purchase Price: $124000.00Disputed Amount: $1600..00Desired Settlement:I have saved up for 2 years, taken care of my bills and tried to start over in Phoenix Arizona after filling for divorce and going through financial hardship. I paid for an appraisal and I paid for an inspection fee, I also paid for an earnest deposit / title/escrow and I have not received any payments back. I am a single mother and it is the holidays, what I had saved up went into the purchasing the home. My credit score was affected and I have to wait couple more months just to try and purchase a home. When I contacted the Loan Company they told me to get a hold of my agent, when I contact the title company they told me to get a hold of my agent. I would like to know why my loan was denied and what I can do to purchase a home if I was already approving with a VA home loan certificate. Ms. [redacted]Nova Home Loans[redacted]

[redacted]P. ###-###-####F. ###-###-####[redacted]Description: template  CONFIDENTIALITY AND PRIVILEGE NOTICE This e-mail from Nova Financial & Investment Corporation contains confidential information intended only for the addressee(s). Information in or attached to it may be privileged, confidential or protected by law. If you are not the addressee (or a person responsible for delivering this transmission to the addressee) you are strictly prohibited from reading, copying, disseminating or distributing it. If you have received this e-mail in error please notify the sender by replying to this message or calling ###-###-####; then delete it and any attachments from your system, and destroy any print outs you may have made. Thank you. If you have a need to contact us, please visit our website at www.novahomeloans.com.

Nova Home Loans provided an outstanding experience. We are first time homebuyers and NOVA made this an easy process and an easy transition into our new home. I highly recommend them. The loan officer Luis Garay is AWESOME, we cannot express enough words to describe his outstanding performance. Nova's entire team gets the job done and is very helpful. They would have closed us in two weeks but (WE) the buyers delayed the process due to providing documents, but after we sent the requirements it was easy breezy, they answered all of our concerns and we really appreciate them. A lot of people expect the worst when buying a home but Nova took the initiative to make sure we were well taken care of. They made this process smooth and was very informative. Nova Loans you provided great service. Thank you so much!

Hello [redacted]After digging into the root of what transpired with [redacted], attached are the emails from our Credit Services Department and Branch Manager-[redacted] (Chandler Branch) also from our Operations Manager [redacted]. [redacted] tried on several occasions to contact...

[redacted] with no response. Please let me know what happens from here?Thank you,[redacted]Nova Home Loans[redacted]P. ###-###-####F. ###-###-####[redacted]---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].*@[redacted]>Cc: Date: Fri, 14 Nov 2014 15:30:49 -0600Subject: [redacted] response for Revdex.com
 
Page 15 of 20 shows that any inquiries within 14 days for the same thing, such as a mortgage, only count as one inquiry.
 
I received several emails from [redacted] Hernandez regarding the assistance that Credit Services provided for Mr. and Mrs. [redacted].  Below is one pertinent comment from [redacted]:
?
Here is the communication between [redacted] and the borrowers.    Overall it looks like the borrower spent quite a bit of time working with Credit Services which culminated with the loan officer paying for a rescore on the borrower’s behalf to get to a 580.   Overall, due to the amount of work performed on the file and the rescore I do not believe the inquiries are excessive especially when you consider four of them only count as a ‘one time’ hit to the score.
 
This one is from September 5th:
 
Hi [redacted], The borrower just sent me a screen shot confirming the lower balance so I will submit a rescore.  Fee is $41 and will take 3-5 business days. [redacted] rescored the file dated on 09/02 in order to get to a 580 mid [redacted] score.   The rescore was completed on the 9th.   Credit had to be re-pulled at that time.  This one is from September 10th from [redacted] to [redacted]:Please help!!!I had the borrowers’ birthdays switched and need to re-pull their credit ASAP so their file can be submitted to processingHi [redacted],Go ahead and re-pull as new, I deleted the old report I can forward all of the emails if necessary or I can type up a more detailed response in needed.Please let me know if you need any additional information. [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].*@[redacted]>Cc: Date: Mon, 17 Nov 2014 16:56:36 -0600Subject: RE: Revdex.com Complaint ID# [redacted], To let you know I  tried [redacted] a few times.  I did speak with her husband today who said “you may have a hard time connecting with her”, she works for [redacted].  Her husband told me that I could possible get her tomorrow night at 5:00pm.  I left a message on her cell.Stay tuned.  I did get additional information from [redacted] Hernandez on why the client’s score dropped.   The borrower opened several accounts in March of 2014 that did were not reflected on the original credit report.  In addition she nearly maxed out her Merrick card which went from $573 to $1007.  This along with her BK, medical collections and a judgment could easily result in a 577 [redacted] score.   [redacted]---------- Forwarded message ----------From: [redacted] <[redacted].[redacted]>To: [redacted] <[redacted].k@[redacted]>Cc: Date: Wed, 19 Nov 2014 19:46:35 -0600Subject: [redacted], I have tried to call [redacted] on three different days, Monday, Tuesday and then today.  The first day I spoke with a gentlemen who said he was her husband.  I called the other number and left a message for her that day.  We have researched her concerns and found the following:Ms. [redacted] was referred to our Credit Services department in order to get her score up to a 640 which was required for the Home in 5 Down Payment Assistance Program.   The original credit report was pulled in April which didn’t reflect the newly opened credit cards that the borrower had opened in March and had almost maxed out their credit limit.  In addition the borrower had taken out an auto loan in February that wasn’t being reported in April.   Credit can lag about 30-45 days when a new account is opened.  The new debt and high balances are what dropped the borrowers score.   Her score went from 618 to a 580.  If a credit report is re-pulled within a 14 day period it counts as one pull.   The borrowers were working with our Credit Services department trying to pay down debt in order to get the needed credit score.   April- Initial credit pullAugust- an additional credit pull based on paying down debt to get a 640 score- counts as one credit pullSeptember- Borrowers submitted a screen shot confirming the lower balance and the LO (Originator) paid the $41.00 rescore fee.  – counts as one credit pullThere were a total of three pulls on credit that would have affected the borrower credit score.  All were pulled with borrower’s verbal consent. I have still not been able to communicate with the borrower as she hasn’t returned one of my messages.   [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...

satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,