Consumer complaint received 2019-03-12
Company: BROKER SOLUTIONS, INC.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2019, I submitted an inquiry for applying for a mortage through XXXX XXXX XXXX, via XXXX. 

On the morning of XX/XX/2019, I had a phone conversation with XXXX   XXXX, Home Loan Consultant ( NMLS # XXXX ), in which we discussed my needs and desires in a mortgage. I informed him that we were preparing to make an offer on a house, and that we already had another pre-qualification in-hand, but that we wanted to shop around a bit, for better lending fees, etc. XXXX and I discussed our options, and we decided that the best next step would be to submit my documents ( including my last 3 months ' bank statements for all accounts, my most recent mortgage statement, my homeowner 's insurance declaration page, and the past 30 days ' paystubs for my wife and I ), so that he could send them to underwriting in order to determine my best options for a mortgage. He also took our dates of birth and social security numbers to perform a credit check, and asked for our realtor 's information, so that, in XXXX  's words, they could work together towards closing the loan. 

The offer we were going to put on a house was contingent upon us taking one more look at the house, which we did on the evening of XX/XX/2019. When we were on our way to meet our realtor there, he called me, and advised me that he had received a phone call from one of the lenders we were working with ( who was XXXX  XXXX with New American Funding ), who had mentioned that they may not be able to get us preapproved, as we did not currently have enough money in our bank accounts to support the down payment. This was already unacceptable, as XXXX had not yet even attempted to contact me to inform me of this, nor did I give XXXX  any written permission to discuss anything with our realtor. 

The realtor, XXXX XXXX with XXXX, said that XXXX  continued on, citing specific balances in all of our bank accounts, and telling XXXX exactly how much we were short of our down payment. XXXX felt extremely uncomfortable with this situation, as it was unprompted, unwanted, and unwarranted information. XXXX XXXX disclosed a substantial amount of private information regarding our financial situation to our realtor, who mentioned that this was absolutely unprecedented, especially when the customer had not been contacted with this information, nor had they provided the proper authorization for him to discuss this. 

XXXX finished the phone call with our realtor by asking if the realtor would like for him to call us and inform us, or if the realtor would like to do this himself - to which our realtor informed him that it is XXXX 's job to notify the customers who reached out to him directly, and that XXXX should not be involved in that process. 

I spoke with XXXX  this morning. He initially denied that he had disclosed ANY information at all to our realtor, until I called him out on it by citing that our realtor had specific numbers in regards to our financial situation. XXXX  then responded by backpedaling, and suggesting that this was only for our own good, as to prevent us from getting into a bad financial situation, and that he would now like to work together to get us preapproved. XXXX was completely without any remorse for what he had done. I informed XXXX that we would absolutely not be working with his company further, and that I would be taking action based upon his violations of federal law, to which XXXX replied that I was free to do whatever I would like, because they are 'a member of the CFPB '. I advised him that this does not give him the right to violate federal law, and disconnected the call shortly thereafter.

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