Consumer complaint received 2022-02-21
Company: BROKER SOLUTIONS, INC.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Used New American b/c my realtor gave me no choice. XXXX, XXXX XXXX, is a buddy of his. Thru out loan process, XXXX would refuse to answer questions. He would provide vague answers on the few questions he did answer. He at point referred to some text from their documents, but when I asked for a snip of it he refused to show me the actual text SEVERAL times. I became upset with the LO at XXXX point over closing dates. XXXX told me a date & time that was completely false. I called the closing attorney 's office about the date b/c it kept changing & I wound up being screamed at by the paralegal there & she's the XXXX who told me the first date & time XXXX told me was not EVER the plan. So XXXX lied to me about that. Because he had told me that date, that's what I took off work & had planned to close. Since it was a lie & never the truth, XXXX expected me to pay {$110.00} to " extend '' my locked in rates. I got upset, again, & said I'm not paying for it b/c the closing date I was given was FALSE INFORMATION. XXXX just sent me an email back basically saying tough, you have to pay it. In the meantime, I get a voicemail from my realtor. He tells me that he has spoken to everyone on XXXX 's side and I am quote " XXXX XXXX XXXX XXXX '' end quote. I have a transcription of the voicemail attached where he lets me know they've all spoken poorly about me & calls me XXXX. Good to know my XXXX isn't childish. In the same voicemail, the realtor also lets me know that underwriting can XXXX XXXX XXXX XXXX  a deal at the last second ( screenshot of transcription attached. ) So now my XXXX & realtor have threated for my loan to go sideways at the last second. I'm beyond livid, so I reach out to XXXX corporate folks XXXX XXXX XXXX XXXX XXXX with put me in touch with XXXX XXXX. They seem receptive to my complaints about the XXXX talking badly about me & the threat of my loan not going thru. They tell me they've removed XXXX from my loan, which is great. ( They didn't actually remove him & he still got paid for threatening me. ) Fast forward a to my closing date. XXXX had given me another date & time for my closing, which is the XXXX date I was given. The final date rolls around & I'm sitting at home, waiting for XXXX to roll around so I can go close. The attorney 's office calls me at XXXX saying where are you, are you coming? I said yes, I was told my time was XXXX. They said no, it was XXXX. So once again, XXXX lied to me. He literally put my closing at risk AGAIN that day because I essentially no showed my closing because he purposefully told me the wrong time. The attorney 's office was gracious enough to still close. I learned from the paralegal that the sellers were only ever given XXXX closing date & time. I was told XXXX by XXXX, of which XXXX were correct. XXXX lied to me about EVERY SINGLE CLOSING date. I asked for some of my closing costs back, b/c I will have paid them over {$5000.00} to be talked badly about & threatened. They said they'll refund me some. Loan closes & XXXX XXXX, who I'd been emailing with, disappeared. No response. So I closed & now their promise of getting some money back has vanished. Neither XXXX or XXXX are responding anymore, either. Extremely poor business practice to offer a refund then disappear once the fund hit their bank.

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