Nation Star has dropped the FILE - Help! Will they see the light?
I have been having the worst experience with Nation Star. Nov/2010 my clients requested a HAFA SS because of a job relocation. I submitted ALL documentation for a pre-approval, was told 3 times the file had been submitted to HAMP for review - would call and get voice mail box is full for person handling file, and when wasn't full left messages via email and voice - then tried supervisor, his voice mail box was full run around, run around - Jan/2011 received an offer, submitted - called to confirm - was told they had - & file was assigned to someone else - run around run around - client received rejection, for vacating property - called again, explained they vacated late December because of relocation - finally was told file would be expedited and reviewed, streamlined, etc. by the HAFA supervisor and assigned to one of his Negotiator's. Received same exact letter client received 2 weeks ago, rejected because they vacated property - no change, after I had talked to the Supervisor and told him they vacated because their employment relocated them out of the state, which is why they are selling - and exception to the rule .... argghhhh. Finally got through to the Negotiator, she gave me the run around said she would not qualify them on HAFA period! ... and she didn't realize or look to see the offer that was uploaded into equator. Left message for Supervisor again. This is just a quick explanation, as you can imagine many calls, paperwork, hours, etc have been spent on this file.
Has anyone had this terrible experience, and how did you handle it? Were you ever able to get them to see the light?
Replies to This Discussion
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Permalink Reply by Ben Benita on
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our negotiator likely j ust quit (average length of employment for them is 2 to 4 months).
When this happens, you will experience things like you are going through currently....time to ESCALATE YOUR FILE TO THE BIG BOYS!!!!
Also, find out whot he Investor is and plead your case with them.
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Permalink Reply by Bobbie Files on
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Hi,
The escalation process for HAFA is easy and effective.
Email: [email protected]
Include:
Borrower's Name
Property Address
Loan Number
Authorization to Speak Form (you need to give them authorization to speak with the lender - meaning the home owner AND they need authorization to speak to you)
Give them a timeline and details of the problem.
It works!!! Best of luck!!!
Bobbie Files
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Permalink Reply by Terry Parrish on
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Thank you - Do you have a sample auth to speak form, I assume it is similar to the ATR form, with the Lender, Nation Star added
Bobbie Files said:
Hi,
The escalation process for HAFA is easy and effective.
Email: [email protected]
Include:
Borrower's Name
Property Address
Loan Number
Authorization to Speak Form (you need to give them authorization to speak with the lender - meaning the home owner AND they need authorization to speak to you)
Give them a timeline and details of the problem.
It works!!! Best of luck!!!
Bobbie Files
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I use my standard Auth. to Speak. and they have accepted it. This way removes most of the aggravation and frustration out of dealing with lenders who do not like to follow policies and procedures. It brings them into quick compliance AND makes you the consummate professional in their eyes!!
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Buyer canceled - I put a 60 day commitment clause in the contract and it was up today. Not only did Nation Star not process or review the paperwork properly - we lost the Buyer, FNMA is the Investor. Seller burst into tears when I conveyed the news. They are maintaining this home, and their rental in another State, (their employment relocated).
Submitted listing and RMA for a SS in Nov. - contract in Jan - non-responsive Negotiators, Processors, and Supervisor.
Bobbie Files said:I use my standard Auth. to Speak. and they have accepted it. This way removes most of the aggravation and frustration out of dealing with lenders who do not like to follow policies and procedures. It brings them into quick compliance AND makes you the consummate professional in their eyes!! -
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Buyer canceled - I put a 60 day commitment clause in the contract and it was up today. Not only did Nation Star not process or review the paperwork properly - we lost the Buyer, FNMA is the Investor. Seller burst into tears when I conveyed the news. They are maintaining this home, and their rental in another State, (their employment relocated).
FNMA is the Investor according to MERs
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Bobbie, Do I send the Aut to Speak form to Nation Star, or just to HMPAdmin, I finally escalated the file this morning, ws hoping we could work things out, but could not.
Bobbie Files said:
I use my standard Auth. to Speak. and they have accepted it. This way removes most of the aggravation and frustration out of dealing with lenders who do not like to follow policies and procedures. It brings them into quick compliance AND makes you the consummate professional in their eyes!! -
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