Consumer complaint received 2017-06-13
Company: BROKER SOLUTIONS, INC.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started talking to  XXXX   XXXX   XXXX  over 18 months ago to prepare a mortgage for a new townhouse that was being built. I communicated with them over that time as there were delays in development but I wanted to make sure they had everything they need for a simple 30 day closing. On   XXXX   XXXX   I notified  XXXX   XXXX  that we were ready to proceed and on   XXXX   XXXX   we locked in a rate. Everything required was submitted and I prepared for my move. the week before closing, I suddenly was asked for documents that I had submitted  3  weeks earlier. Then they started asking questions as to why I was moving. I provided a letter of explanation as well as all the documents again being assured that everything is fine, they just needed an explanation of my move. 2 days before my scheduled closing, I was informed that they were not going to fund the loan unless I took an investment property rate. They did n't believe that I was going to occupy the house as my primary residence. I could n't believe this. They clearly just wanted to gouge me and make more money on the loan. I was misled through the whole process and at the last minute they pulled the rug out from under the whole process. It was also explained to me that the reason they needed some of the same documentation from me was because the person working on my file was fired and she did n't do any work ( so for  2  weeks no one was working on my loan ). The incompetence of the people involved in this as well as their lack of any urgency to get this resolved has cost me {$4600.00} in late closing fees from the developer and almost cost me the property as I had to start the loan process all over with another bank. I was lied to and misled through the whole process and told it was all going to be fine. My credit is impeccable and my income and assets are outstanding. There is no reason to not process my loan other than their own stupidity and deception. In all my years of being a professional, I have never dealt with such an unprofessional organization and been called a liar by someone I was trying to do business with. I also explained to them that on every mortgage application you have to check a box that says you are going to occupy this property as your primary residence if you are going to move in. If you do n't, then you commit mortgage fraud. They did n't care. After complaining, I was sent a note by the head of customer service thanking me for my patience and 25 days too late that they would be happy to fund my loan after further review. So clearly my loan was not reviewed in a timely manner, reviewed by the right people and only after a massive   XXXX   up and me complaining about the whole thing, did someone actually review it properly. Well, I needed to close in 30 days, not 55 days. If I was not able to close with another bank in the next 14 days, the developer was going to default my contract and sell my house to someone else. The stress and anger that I have been put through by this company has been unbearable. Sleepless nights, fear of losing my new home. My entire month of  XXXX  has had to be rescheduled to fix this   XXXX   up. I have attached all of the correspondence from the company from the beginning of the 30 day closing period. This documents all of my statements above and their incompetence in communications with me as to the status of the loan.

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