Consumer complaint received 2022-10-04
Company: BROKER SOLUTIONS, INC.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was on forbearance, ended XX/XX/XXXX. I called XXXX XXXX and awaited which covid repayment I was eligible for. I called consistently XXXX, XX/XX/XXXX and XX/XX/XXXX. I was advised each time there is a delay in the processing due to the high volume of others getting off the forbearance and I was secured until they get me a decision. In XX/XX/XXXX, I received an agreement to get a partial loan which included what I owed during my forbearance period and it could be paid tax free at any time even end of my term, in the meantime I could go resume to my monthly payments starting XX/XX/XXXX. I had the documents the lender sent me notarized and mailed back. I paid my XXXX, XXXX, and XX/XX/XXXX mortgage pmt on time. In XX/XX/XXXX I received another set of documents for a loan modification which confused me so I called the lender to clarify. I was advised there was an internal error but they couldn't clarify what it was and I had to redo the documents. These documents were completely different which increased my interest rate, terms, and monthly pmt so I made several attempts to different departments to figure out what happened. I was advised in XX/XX/XXXX not to continue my pmts until this was resolved by New American Funding. I was advised that they were going to reapply for my original acceptance and it would take at least a month. I got XXXX in XXXX for 6 weeks and called the lender XX/XX/XXXX and was told my acct was closed but they will reopen and send to lender again. XX/XX/XXXX I called and spoke to a lady and advised they will be sending me papers for a modification, the paperwork processed XX/XX/XXXX. I explained my situation again and she was said she would edit the request to a partial pmt plan instead of the modification. I called XX/XX/XXXX and was told that I denied the modification and my acct was closed. I asked to speak to the supervisor and XXXX came on apologizing stating my request was not submitted and they had to resubmit. By XX/XX/XXXX I went over the allowed owed amt that the lender allowed for a partial and to maintain the same interest and pmts and they can't help me. In XX/XX/XXXX I was still under the XXXX but I was told that the person that processed my information on XX/XX/XXXX was not trained in this process therefore it could pushed a few more weeks. New American funding made an internal mistake and have been pushing my pmts for the past year. I was efficient and followed their rules and regulations by filling out all appropriate and mandatory paperwork, had it notarized and made a legal agreement which they tried to take away due to their mistake because their staff wasn't properly trained. I made 3 pmts on time, I did everything I was suppose to and had legal paperwork but they procrastinated every month and put me in a higher debt than I should be in. I was lied to and told by different representatives of this company that they couldn't explain the original problem and now they are saying I have no choice but to take a modification and increase my payments with no fault of mine! Every call was an inconsistent answer to my questions and prolonged me getting my loan on track due to their mistake. Absolutely unacceptable.

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