Consumer complaint received 2023-11-27
Company: BROKER SOLUTIONS, INC.
State: DC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage
Sub-issue: Trying to communicate with the company to fix an issue with the loan closing

Complaint:
Around XX/XX/2023, I requested a call for information related to a XXXX XXXX XXXX XXXX XXXX  with New American Funding. During the initial call information was shared about the property in question, my current mortgage or lack-thereof and why I needed the loan ( plans for the financing if received ). After the conversation with the loan XXXX XXXX XXXX, I decided to move forward, mentioning that I'd been screwed before by companies starting the process, pulling my credit, creating hard hits and then never responding. I was assured that wasn't the case. Over the next 2 weeks, we went thru the process of pulling my credit, letting me know what was needed, creating a portal log on, etc. Communication was excellent, XXXX was super responsive. I eventually was asked to upload documents into the portal, received a 'Congratulations ' progress update that I was moving on to the processing department/operations review and told that additional documents for the loan would needed but that as soon as I uploaded those, things would continue to progress. I got a strange email from a supposed supervisor of XXXX 's - XXXX XXXX asking how XXXX was doing ( now this was very early in the process and there was nothing to complain about yet ) ; regardless I responded after checking with him about my concerns ( the email looked sketchy ). I never heard from this " XXXX XXXX '' person ever again after replying. Fast forward and I get another email from a 'XXXX  XXXX that explains she is the Senior Processor for the loan and works with XXXX but both of them can help and assist with making this 'process ' - 'Stressfree and smooth '. She sent me an email requesting additional utility bills, a letter of occupancy or something related to my plans for occupying the home and bank statements. All of which I sent within 24 hours. No communication via email, a call, text or anything was received to say that there were any questions or concerns with what I submitted. The immediate lack of communication started the red flag raising. The next process notification was received that I was in the 'Underwriting Review '. I need to have a home appraisal completed- which I did and paid {$520.00}. The report was supposedly going to be emailed to me by the Loan Officer or the XXXX XXXX ' appraiser. Neither was received after two weeks. A week+ after the appraisal, XXXX called and said he wanted to check and see if I had uploaded everything. I didn't know what he was talking about since the last step was the appraisal, I told him it was completed. He said he would email it me and also drop it somewhere for the underwriter to review and be back in touch. A week went by with no communication from anyone at New American Funding. I sent an email to XXXX today and received notification that my loan was denied for a '12 month occupancy rule ', nothing can be done about it and that my loan was closed. Everything about this process feels predatory, XXXX and unfair. It wasn't until my appraisal that the loan fell thru. All of sudden no communication, information and a lack of accountability or acknowledgment feels unfair. I requested a call with XXXX and he offered me a time of XXXX, never called and never responded to my emails.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation