Consumer complaint received 2015-09-27
Company: BROKER SOLUTIONS, INC.
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
This is a summary of a complaint I originally submitted with the XXXX in XXXX Tx. 
New American made several errors during the Streamline refinancing of my mortgage. My wife and I were told that we would receive a refund on our escrow account in the amount of {$1600.00}. 
The problem started when we ( my wife and I ) decided to do a Streamline refinance of our mortgage with New American Funding. The New American Fund account rep XXXX XXXX, who originated the original mortgage on our home, was contacted about the new Streamline refinance program in early XXXX 2015. We had learned about this opportunity because we had received numerous mailings from other mortgage companies about the Streamline refinance options. 
In the mean time ( XXXX 2015 ), New American Funding had moved to a new office in XXXX TX and they wanted all mortgage payments sent to their new address in Texas. Unfortunately, I was unable to stop an auto-pay service at my bank from sending out a mortgage payment to the old New American payment address in XXXX XXXX CA. I contacted New American Customer Service on XXXX XXXX, 2015 and told them about my problem with my recently mailed mortgage payment. The New American Fund Customer Service Rep told me to have my bank stop payment on the recently issued check and issue a new check to the XXXX payment center. I contacted my bank and I had them stop payment on the check sent to the XXXX XXXX payment center. Again, I contacted New American Fund Customer Service and informed them that I had put a stop payment on the check sent to the XXXX XXXX office. I told the customer service rep to make a note in his computer records that the stop payment had been placed on the check. As of XXXX XXXX, 2015 the funds from the original mortgage payment were back in my bank account. I proceeded to issue another check and I had it mailed to the XXXX TX payment center. The funds from this check were out of my checking account by XXXX XXXX, 2015. ( We have until the XXXX of the month before we are assessed a late fee. ) Leading up to the closing of the Streamline Refinance was a very disorganized process. About 3 days before the closing we were finally given the amount of the new mortgage payment, the final closing expenses and the refund amount for the escrow account {$1600.00}. The email with this information from XXXX 's assistant, XXXX, asked us if we wanted to proceed with this refinance process. We decided to proceed based on the information we received in the email. The closing was scheduled for XXXX XXXX, 2015. So XXXX XXXX I go to my bank and I get a cashier 's check in the amount that XXXX specified in the email. At the closing the Closer tells me that I need a cashier 's check for a greater amount than the amount we agreed upon in the email. This is impossible because it is after XXXX and the bank is closed. After numerous phone calls to XXXX and his office he decides to absorb the difference. At the closing we are told that we should receive our escrow refund {$1600.00} in 60 days. 

We wait the 60 days and we do n't hear any thing from New American Funding and we do n't receive a refund check. Since we were anxiously expecting the refund check, I contact New American Funding and I get several different stories about why they did not send us the refund check we were anxiously expecting. The standard line I got from customer service was they had to do more research and they would contact me at a later time. Nobody from New American Funding would call me back. Finally after many attempts, I did talk to a supervisor, XXXX XXXX. She tells me that some mistakes had occurred in the processing of our Streamline Refinance loan. 
This has been a very disappointing and trying experience for my family. We based our decision to proceed with the Streamline Refinancing based on the amounts that were indicated in the email.

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