Consumer complaint received 2022-01-29
Company: BROKER SOLUTIONS, INC.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX, I contacted New American Funding -- XXXX Department to update my lender of my current hardship. I was informed XXXX  months prior that it would be my final forbearance extension because in XXXX I would reach XXXX months in forbearance. I have been in forbearance due to COVID and also due to funeral expenses which were beyond my control. When I spoke to a representative she did inform me that she would submit a request for a forbearance extension to my investor FHA and it'll normally take 10 business days for a response. I would call throughout the weeks to just see if I was approved and was extremely concerned because we are now in XXXX. All representatives would inform me that as soon as they get a response from my investor they will call me. After 2 weeks and having to call New American Funding multiple times I finally got an answer to the request because no one at New American Funding called me to inform me. Sadly, the representative told me that the investor declined a forbearance extension, and more than likely it may be because 18 months in forbearance is the maximum term for FHA forbearance. New American Funding never once called me to update me on any news. I only found out because I kept calling in for updates. I was discouraged, but I just told the representative that at the time I could not afford the current mortgage. I was then informed that I would be reviewed for a loan modification and it will take about 10 days to get a response but when a decision is made I would be notified. Again, I call my lender to check on updates. Several times I was informed that no update yet on my account. Finally, after days of calling in, they finally informed me that my husband and I have been approved for a loan modification but they aren't able to see the terms but they were able to know the terms from the notes on the record. I was also told that documents should arrive in the mail shortly. All this information was provided to me only because I kept calling in. A representative did inform me that if I felt like the loan modification would not bring us out of our hardship we can submit for a RE-REVIEW and New American Funding will reach out to my investor FHA and they will evaluate to determine if I have other options. XX/XX/XXXX, just XXXX week before Christmas I received a packet from New American Funding. In the packet is a Congratulation letter on being eligible for a loan modification. It indicates that my interest went from a XXXX to a XXXX and it further explains that the new mortgage would be {$1000.00} and will be due XX/XX/XXXX. On the letter, it states, ( If you do not accept this offer, this will not prevent you from obtaining another loss mitigation option to bring the mortgage current. ) and I would have until XX/XX/XXXX to decide on the offer. Immediately after receiving the notice, I contacted New American Funding with questions daily to get all information possible on the notice that I received. Several representatives weren't knowledgeable about the packet I received in the mail and would ask me numerous questions on what I received. Majority of all of them informed me that this is my ONLY option and if I didn't want to accept the offer there is no other option. I would question the statement on the letter about not accepting the offer, but they would inform me that this is the best it's going to get and it is the only option. I began to contact FHA directly to get further information and I was informed by FHA that they do offer XXXX term on a forbearance loan modification. On XX/XX/XXXX, despite all the negative information given from New American Funding and getting treated poorly I still requested a RE-review on the loan modification because we did not feel like this loss mitigation option would bring us out of our hardship. We were hopeful of possibly getting a RE-review for a loan modification and hopefully extending the term to 40 years to hopefully lower our mortgage payment. The representative informed me that there may be no other option, but they will reach out to the investor and it takes 10 days to get a response back and we would receive a new notice in the mail. At this point, I did not trust that they would call me because thru this entire process they never have. Again after almost 2 weeks of no response from New American Funding via mail or telephone. Again, I called in XX/XX/XXXX to get an update on my status and unfortunately spoke to a representative who was extremely rude. He informed me that he has never heard of a RE-review, my offer received is the ONLY option for me, my payment on the principal was reduced, I would never get anything in the mail because there is NO other option for me, If I do not accept the offer my next option is liquidation and start up the process of selling the home. I tried to explain to him that I just want to know all my possible options and If my letter states that ( If you do not accept this offer, this will not prevent you from obtaining another loss mitigation option to bring your mortgage current. ) It is not fair that I now have to think about losing my home and I'm only finding out all this because I'm calling you all and I have never been contacted. I explained to the representative that I was told that New American Funding would reach out to my investor FHA and he began to explain to me that they DO NOT reach out to the investors because there is a waterfall and the system generates the information and they have guidelines to follow so they DO NOT reach out to the investors. I began to get frustrated and requested to speak to a supervisor and he informed me that the supervisor would just REITERATE what he said and refuse to get a supervisor on the line and just requested to contact me back, but he said to trust him that THIS IS THE ONLY OPTION LEFT UNLESS I WANT TO START THE PROCESS OF LIQUIDATION. I was extremely frustrated because he feels that just because he's dealt with similar situations, he has all authority over what happens to my home without getting guidance from my lender FHA. Instead of getting a supervisor on the line, he informed me that he would call me back. After the call, I became extremely discouraged and sad that I had my back up against the wall and was forced into just signing away because this is my only option. I kept calling back because I know the calls are recorded and I needed to cry out for help otherwise I'm on the verge of losing my home. I explained my situation to several representatives some were nice and not knowledgeable and would just say the previous representative was correct. I kept calling over and over to speak to several representatives to try to explain my situation and they would all agree with the previous representative. The rude ones would say, well your mortgage lowered I don't know what more you want! You need to just sign those documents and send them back as soon as possible! This is your only option! They even advised me to go pay to get them notarized instead of waiting on the mobile notary to get the forms in ASAP. I was XXXX, frustrated, and sad that no one is understanding my situation. I began to give up and just request an extension on the due date of the documents and possibly get the first mortgage to be due XX/XX/XXXX instead of XX/XX/XXXX. Several representatives would say it was not possible to extend it, there is no rereview and this is the only option. XX/XX/XXXX, I gave up, I was overwhelmed and called New American Funding for the number to the mobile notary to schedule an appt to get the documents completed. When I contacted a mobile notary to set an appt, they began to inform me that there were NO documents in their system and I would need to call New American Funding to inform them of the situation and have them upload documents. When I contacted New American Funding, a representative stated that she was unable to locate documents. And that's when it all made sense, they never had the documents in their system from the beginning. XXXX helped me because they could not see the loan modification letter and packet dated XX/XX/XXXX. I can recall that every representative I spoke to since XX/XX/XXXX has never seen the documents I would inquire about because they never had them uploaded in the system. I was unable to set an appt with a mobile notary because they require documents to be uploaded in the system. A representative named XXXX called me on XX/XX/XXXX and informed me that there were no documents in their system but we can use the documents I have. I informed her that I do not trust these documents because they have never been accounted for. She was so understanding and stated that she would reach out to New American Funding. I called New American Funding several times and finally XX/XX/XXXX I spoke to XXXX, he was so understanding and helpful and listened to me and I actually cried on the phone with him because I was so frustrated. He assured me that my account is under REreview and to call back the following week to see what the terms are. XXXX I've been calling every single day to see if the documents were uploaded to see the new terms. I've spoken to XXXX and XXXX and they have been a blessing and have been understanding. Finally XX/XX/XXXX, I was told by XXXX that the forms are finally uploaded! She was nice enough to email the loan modification and informed me that actual documents are in the mail and on the way. Quickly when reading the new loan modification it has made me extremely sad that I feel like New American Funding is hiding their error. I was never REreviewed, it seems that the processor never uploaded the forms so they had to be regenerated but the saddest part is, they still want me to pay my XXXX mortgage on XX/XX/XXXX to cover the processor XXXX XXXX 's mistake. They are requesting that I make a decision by XX/XX/XXXX but want the mortgage still paid on XX/XX/XXXX. So I thought they were reaching out to the investors for REreview, in reality, they were just regenerating the documents because they were never uploaded. All staff that assisted me from XXXX weren't knowledgable and responding off of experience. My loan modification dated XX/XX/XXXX was NEVER in the database, the processor XXXX XXXX did not upload and scan the documents prior to sending them out. Instead of doing a proper REreview of all my options, all New American Funding did was regenerate the same exact forms again so they can properly upload them in the system. Why couldn't the representatives inform me that they could not see the loan modification letter? That could've saved so much time, stress, and tears instead of having to call numerous times. I'm literally crying out for help and now we have to cover up an error on their part. I want a proper REreview of all possible loss mitigation options to bring my mortgage current. I want New American Funding to seek guidance from my investor FHA. I have not received the new packet yet but how fair is it that I should be receiving the packet on XX/XX/XXXX and they want me to pay my mortgage XX/XX/XXXX? Staff would need additional training and I want all my calls reviewed by quality so they can hear how a majority of their staff is not knowledgeable. I will not agree to terms until I have exhausted all options.

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