Consumer complaint received 2021-06-03
Company: BROKER SOLUTIONS, INC.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, XXXX XXXX, XXXX # XXXX, Sr. Loan Officer, of Broker Solutions , Inc. d/b/a New American Funding ( NAF ), XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX CA XXXX contacted me. We discussed my desire for a refinance to replace a higher rate first and HELOC mortgages. He proceeded to send me an email listing items to send to him such as XXXX tax return, mortgage statements, bank statements, insurance binder, SS-5, etc. I sent these items to Mr. XXXX using my military grade encryption service, '' XXXX  ''. Mr. XXXX contacted me stating he couldn't open file. I had to explain how encryption and recipient verification worked since he forwarded the email to his underwriters. He asked that I send them again which I did. I received notice he downloaded the docs. XX/XX/XXXX Mr. XXXX has follow up questions and send a link to load the documents requested via NAF 's website. This seemed odd 2 days after sending using my data encryption, he extends access to his company 's website. XX/XX/XXXX Mr. XXXX urgently contacts me about signing on to the website. On XX/XX/XXXX, Mr. XXXX calls and says he needs certain manual signatures on paper application mailed. He said that signing these forms would enable signing electronically, and if they were not sent immediately the entire loan application process would have to be restarted. I said that these would have to be faxed and he would call me after a meeting. Mr. XXXX never called and on XX/XX/XXXX, I receive my application with all of my personal financial data via regular unencrypted email. 
This violates Reg P of the Gramm Leach Bliley Act. It also violates handling customer financial data with due care. Mr. XXXX exposed all of my financial data including SS #, credit card # s, bank accounts. All of the information for identify theft was made available in an unencrypted email. 
I called the company and spoke with the Office of the President. The rep was XXXX XXXX who immediately authorized the purchase and reimbursement to me for a service XXXX On XX/XX/XXXX I purchased the XXXX, confirmed my credit freezes, and sent the receipt for {$230.00} to Ms. XXXX. I haven't heard back as yet. In the meantime, I have had an attempted use of one of my credit cards, and have changed the account numbers. This has been a very upsetting and disruptive event. Resulting from NAF 's and Mr. XXXX 's needing access to my credit files twice, allowed an unscrupulous loan co to receive my credit files. My fico score is now lower by 25 points and this severely impacts my being able to receive a mortgage at favorable terms from another lender. All of this rests with Mr. XXXX 's failure to exercise proper judgement, adhere to his firm 's data submission policies, improper conduct under NMLS standards, and numerous federal laws like GLBA, SAFE, HiTech requiring that consumer financial data must be protected at all times and encrypted when sent via the internet.

Company response to consumer: Closed with explanation