Consumer complaint received 2020-04-03
Company: BROKER SOLUTIONS, INC.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This ordeal began XX/XX/XXXX, when I locked in to an attractive 3 % rate ( see attached ). I was sent an urgent email XX/XX/20 by XXXXX to sign outstanding documents, which I immediately complied. I was contacted XX/XX/XXXX to see if I was available for XX/XX/XXXX closing. I scheduled a closing with my attorney for that day at XXXX XXXX. I was also sent a new CD, with the discount points inflated, without explanation. I did not catch it right away, and when I did, no one knew anything about it.A few hours before the day of closing, I was sent a conditional approval with 6 outstanding conditions. ( see attached ) I can not understand how a file that incomplete could made it past a pre underwriting submission checklist. Some of these items should have been reviewed and requested much sooner. I dropped everything, went to my office and immediately sent everything in. After our schedules closing time, I received more conditions ( see attached ). At this point, I requested to speak to a member of your leadership team, and was assured that my request to speak to someone would be honored. ( see attached ) XXXX called me Monday, XX/XX/XXXX, to see if I might be able to close later that day, since my rate lock was set to expire XXXX. I was already on appointments out in the field, and was unable, so we set closing with my attorney, again for XXXX XXXX  Tuesday. I was sent a clear to close from XXX ( see attached ) and XXX ( see attached ) Needless to say, it didnt happen. 
On Wednesday, I received another clear to close, and, once again, set yet another closing appointment with my attorney. I picked up my wife, and proceeded to closing. ( Because of the virus, we are in a mandatory shelter in place, so I was very reluctant ). My attorney did not receive the loan package until we were walking through the door, and presented it to us at the table. There was yet another CD, our third one within a week, with an undisclosed, unexplained increase in PMI and monthly payment. I called XXXX from the closing table, and he was unaware and said that he would check into it. After almost THREE hours of texts back and forth and waiting, I texted him and his last statement to me was Manager says he needs 10 minutes to update the file in the mortgage insurance. Then hes gon na have to ask the funder for a partial re-draw. He says he can not give a time frame for that. Im talking to the closer now.. I waited about 20 minutes, and then sent a message as our closer and attorney were staying late for a second day in a row. The closer is getting ready to leave here and we need to know something now. That was sent 4 hours ago. I never received a response. ( see attached ) Mr. XXX, I  could attach dozens of more emails, but I feel that Ive made my point. There is obviously a huge breakdown in communication among your team, and countless hours of everyones time have been wasted. My rate lock is set to expire and no one seems to either have the competence, or desire to help me. I made a request for any rate lock extension charge to be waived, and a lender credit to be given for any unexplained, undisclosed charges. At this juncture, I leave it up to you as to what else may be done.

I never heard back from the CEO 's office, or any representative with any update, explanation or apology. My attorney called and was sent a new loan package. The Mortgage company never even told me that one was sent. I sent the CEO this follow up email today ... .I realize that your email is probably monitored and screened, and that you may not be reading this  personally, but the non response by your office further adds to my negative experience with your company. I begrudgingly signed the inflated, unexplained documents and, since I did not receive the courtesy of a reply, or acknowledgement of my concerns, I will express my dissatisfaction through other means I am concerned about their lack of communication, lack of transparency and non disclosure of fees and changes to the terms of the loan.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation