Consumer complaint received 2022-03-02
Company: BROKER SOLUTIONS, INC.
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
Background : We did a refinance with XXXX XXXX for {$430000.00} with all the related fees ( appraisal, {$690.00}, lender fee {$1400.00}, etc., ) back on XX/XX/2021 ( interest 3.85 % ). It was XXXX last year ( I believe ), when XXXX contacted me again and said we should refinance again because he could promise us a loan of XXXX  % and we could lower our payments by about {$400.00} a month ( see below for amounts ). We anticipated a closing date ( or so we were told ) of the end of the calendar year ). Toward the end of XXXX ( while we were looking for the closing docs ) XXXX called me and said alas, it would be devastating to his office if we closed before 6 months of holding the first loan. I agreed assuming the terms and payments would not change then things started to fall apart. 

Closing date : From the end of XXXX, the new date given was the XXXX of XXXX. We have signed docs ( last XXXX  the XXXX ) so we feel the actual close will be XX/XX/XXXX. 

Interest rate : Promised XXXX XXXX, then promised XXXX  % ( see the rate chart sent to me by XXXX above ), and actual rate is going to be 3.24 %. Seriously?? ( Wow ). Is this even legal? 

Promised payment : {$1600.00} ( chart is available showing that amount sent to us by XXXX ) Actual payment : {$1600.00} ( was increased from {$1600.00} XXXX did not know why. He sent an email to his crew but no response from them, and of course, no answer for me (! ). Wow Closing costs : Promised {$0.00}. 
Actual closing costs : Property taxes had to be paid 2 months earlier that I needed to ( {$5100.00} ), Home insurance had to be paid ( {$1000.00} ), XXXX mortgage payment had to be paid ( {$2000.00} ), and still had a balance left over of just under {$2000.00}. I was able to increase the loan amount to cover that. With all these items, I worked with a member of XXXX team, XXXX XXXX. So to cover the extra expenses, not only did I have to increase the loan amount to {$380000.00}, but ended having to pay points of 1.43 % or {$5500.00}. ( Wow ) Closing costs II : One of the last messaged from XXXX XXXX said I would get {$1300.00} back but the closing statement has me receiving a check of {$1100.00}. ( Wow ). 

XXXX XXXX : In the middle of trying to hash out the details, with some slight increases to the loan, XXXX decided on her own to increase my loan from {$380000.00} to {$410000.00} no discussion with me, just an assumption that I did not want to bring money to the closing so this is how she would cover it Wow, really? 

Promised communication : XXXX people to respond to any questions Actual communication : just terrible. Example : last Thursday, with the loan hanging in the balance, I talked to XXXX over the phone about several financial issues that did not match up and sent an email again to him personally which he acknowledged he received. ( I had sent an email days earlier to all XXXX people, no response by anyone ). He promised ( absolutely! ), that he would have answers for me the next day, Friday. Not only did I not get any email, call, or text on Friday, when I talked to him over the phone on Monday, he did not remember his promise. He then looked up my email, and tried to give me answers on the fly. 

XXXX, I am just stunned at all of the above. I have no choice but to go forward with this loan. My only consolation, is that I am a Realtor, and have been one in XXXX XXXX for 20 years with many, many contacts. I will have many opportunities to warn people away from XXXX XXXX and your company.

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