Consumer complaint received 2022-06-09
Company: BROKER SOLUTIONS, INC.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am in a loan modification program with terms accepted verbally, on a recorded line, and in a loan modification letter. I made the agreed upon payment within the time frame given via cashier 's check and mailed it to the express payment address listed on XX/XX/XXXX. USPS reported a standard postage stamp would permit the payment to arrive within 3 to 5 days as there were no delays in delivery at the time of postage. I called on XX/XX/XXXX at XXXX CST ( 15min ) to see if the payment had been received. I was told it had not been received by the servicer yet. I requested an investigation as it should have arrived and I did not want any issues. I also stated the only form of payment the loan modification letter outlined is paper form via mail or through XXXX XXXX. The representative said by phone payments were also accepted. I expressed my displeasure with not being provided that information sooner as either by phone or electronic payments are my preferred choice. I also let the company know my online account did not reflect the loan modification status, nor did it permit payment for the loan modification terms. I asked if there was anything I could do to resolve the issue to avoid default on the loan modification terms. I was told no. I was then informed an investigation would be launched to search for the missing payment as it could have been somewhere in their mailroom and not have been directed to the appropriate department. I called back on XX/XX/XXXX at XXXX CST ( 46min, 59sec ) to check back in and to offer to cancel the cashiers check and make the payment by phone to avoid any potential issues. I was informed the investigation was ongoing and they would check to see if that would be necessary. I subsequently called XX/XX/XXXX at XXXX CST ( 6min, 1sec ), XXXX XXXX at XXXX CST ( 16min, 2sec ) XX/XX/XXXX at XXXX CST ( 30min, 56sec ) and at XXXX CST a requested call back ( 40min, 45sec ). Multiple times on their recorded line I attempted to immediately resolve any delay in processing via telephone and I was turned down. I followed New American Funding instructions to the letter and their delay in processing is now putting my home at risk. I referenced the multiple recorded conversations were I offered to resolve the matter immediately even before the end of XXXX and repeated times I was told wait on the investigation. There was time for me to cancel the cashier 's check and overnight the funds on XX/XX/XXXX, if they required paper payment via mail only, when I called to follow up on receipt. I was told their process is an investigation. I do not think that was their requirement as multiple XXXX representatives told me they could have accepted my payment by phone if I would have done it initially, but for now I should wait on their investigation. Every conversation was recorded. In the last conversation, I asked them to review the recorded line from my previous conversations. They acknowledged that is what was said by their representatives and me, but then stated I could not have made the payment by phone anyway. I let them know how confusing and contradictory that is. I also let them know that since my home had been in forbearance, I had multiple conversations with their representatives telling me they were not offering loan deferral, I would have to have $ XXXX to save my home, etc... and I do not know why they would treat me like this. Now I am told I defaulted on my loan modification despite XXXX acknowledging they did finally discover my payment with a post mark date of XX/XX/XXXX at XXXX CST on the envelope. They even sent a photo of the cashier 's check and envelope as I requested, but said that it does not matter. I re-verified with USPS if there was a delay in shipping, they repeatedly ensured me shipping times to XXXX TX from XXXX XXXX IL have been and remain 3 to 5 days.

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