Consumer complaint received 2022-04-23
Company: BROKER SOLUTIONS, INC.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
1. My mortgage company New American Funding dba Brokers Solutions had my ex-partner and I in forbearance for XXXX months. In XX/XX/XXXX they agreed to add the forbearance money to the end of our loan and XXXX XXXX had a new program available and I was told that I didn't need to fill out any paperwork they would just take stated expenses over the phone and do a one-time mortgage modification. 

2. 10 days later I called because I had not heard from New American Funding XXXX Brokers Solutions but I was told that the modification was done and that all I had to do was call my payments into the home retention department every month before or on the XXXX of each month or I would have to pay a late fee. I was required to do this for XXXX payments or 90 days. I was told under no circumstances to miss a payment or the loan modification would be null and void. My payment went from {$1800.00} to XXXX XXXX. XX/XX/XXXX first payment made {$1300.00} XX/XX/XXXX second payment made of {$1300.00} XX/XX/XXXX third and final payment of the loan modification was made and I was given a confirmation number. I was congratulated that by a New American Funding representative for completing my trail modification payment period and told my account would be updated and I could start an automatic deduction from my checking account on the XXXX of every month like I had done for many years. 

4. XX/XX/XXXX made my forth payment and congratulated again. I asked if everything was fine and I was told absolutely they were just running a bit behind in the home retention department. 

5. On the evening of Wednesday XX/XX/XXXX at around XXXX I received a phone call from New American Funding XXXXXXXX Brokers Solutions informing me my payment for XXXX was missing. I was told by the customer service representative that I had never made a payment for XX/XX/XXXX. I told her she was wrong that I had indeed made my payment on XX/XX/XXXX. I even gave her the confirmation number. Then she told me she was calling to inform us that we were taken out of the mortgage modificatin and was being sent a notice of intent to file forclosure. At this point the customer service representative looked at the account and said there is a problem. The representative said there something is wrong. The computer does say a payment was made but it is not reflecting correctly in the computer system. I said yes a big problem I made every payment on time as required by the modification agreement. The representative told me check your bank to see when the money came out. I was a nervous wreck and there was no way I was checking anything and started asking questions. The representative told me the account was being sent to a supervisor for review and that a supervisor would call me on Friday XX/XX/XXXX. After a case review and a pull of the phone call to see what might have gone wrong. I asked have you ever sent me a letter stating I was late. The representative responded " No ''. Then I asked have you ever sent me a letter telling me I was late or the payment wasn't made. Again I was told no. I asked have I ever been charged a late fee and yet again her answer was " No ''. Then the representative informed me that she could no longr speak with me regarding this matter and that any further communication would have to come from a supervisor one the case was reviewed. 

XXXX. I contacted my bank XXXX on XXXX XX/XX/XXXX to see how many payments had been taken out of my account XXXX had been taken, XXXX had been taken, XXXX was not taken out. I was informed by XXXX bank had they never got a request. I told the representative that I had looked at my account on XX/XX/XXXX and the payment was pending. At this point the XXXX representative said if a request were made and I saw it as pending then the request must have been recalled by New American Funding. The payment for XXXX had been taken out. I had my ex-partner call the New American Funding XXXX Brokers Solutions and he asked to speak to a supervisor. The New American Funding representative declined his request to speak to a supervisor. He was given the same information that I had been given. He was told no XXXX payment and it was under supervisor review and told that was all they could say. He was told that I would receive a call from the supervisor on Friday XX/XX/XXXX. 

XXXX. Friday XX/XX/XXXX I called New American Funding dba Brokers Solutions around XXXX to only to be told I would have to wait until the account is reviewed by a supervisor and that it most likely would be Monday XX/XX/XXXX before I would hear from the supervisor. I was told they were sorry for whatever was happening to us but that we would have to wait until a supervisor reviews the case file. 

8. On XX/XX/XXXX By certified priority mail myself and my ex-partner were served with a package notifying us of Intention to file Forclosure and paperwork that would need to be filled out immediately to see if we could receive a modification. Initially it was stated information but because we were being accuse of defaulting now we had to fill out the paperwork and show proof. The afternoon of Saturday XX/XX/XXXX by first class mail we received a check with an simple explanation of " broken agreement ''. We still have not been told what the check we received is for. We never broke the modification agreement we made all our payments on time. 

9. Monday XX/XX/XXXX came and I still we had not received any phone call from the supervisor or anyone else at New American Funding. We were still waiting on the results of any investigation they were supposedly conducting. We received by certified mail another notificatIon this time it says Intent to Foreclose. Since this is really looking serious I downloaded the payments, and the monthly statements. I do not trust New American Funding any longer. New American Funding is supposedly pulling the recorded phone call on XX/XX/XXXX to see what happened. The representative said they wanted to see if I gave the representative taking the payment the wrong information. I told them impossible because they used the information on file. Their computer system still allows a representative to take a payment. Now on XX/XX/XXXX I made a fourth payment and was told either by the end of XXXX or early XXXX once they reconciled everything my account I would be back on line and I could do automated payment from my checking acount again. The payment was again taken out of my account on XX/XX/XXXX I have been notified by New American Funding that they intend to file forclosure and have electronically notified the Office of the XXXX Commissioner of Finance of their intent as well. My ex-partner and I have called to be told sorry you have to wait. 

XXXX. On XX/XX/XXXX I made yet another mortgage payment of {$1300.00} and I was told at this time the problem had been found and papers were being prepared to be send to us by XX/XX/XXXX. The representative stated that she knew we were very upset that any would be and that she would personally call me no later than XX/XX/XXXX and give me directions on everything including what to do with the check that nobody can tell me what it is for. I said to the representative excuse me for not believing you but no one has kept there word from your company so far. The representative said you can count on me. As usual XX/XX/XXXX came and went with no phone call or no communication from New American Funding. My ex-partner attemped to speak with New American Funding on XXXX XX/XX/XXXX and did reach a representative. He was told the settlement papers and directions would be received by Friday XX/XX/XXXX to keep watch for an overnight package. He called again on Friday XX/XX/XXXX and was told the paper work had not been sent but they hoped to get it out the following week. We both have suffered severe XXXX XXXX XXXX XXXX XXXX and frustration over this situation. No clear communication has come from New American Funding XXXX Brokers Solutions. We have been customers at New American Funding XXXX Brokers Solutions since XXXX. We refinanced with them in XXXX via the HART Act. During the entire time we have never once been late on a mortage payment. 

No one deserves the treatment we have received from this company and I believe given the serious number of complaints in your data base against New American Funding XXXX Brokers Solutions, that the CFPB should take immediate action again New American Funding XXXX Brokers Solutions to protect the interests of the American Consumer.

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