Consumer complaint received 2025-09-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: BROKER SOLUTIONS, INC.
State: GA

Complaint narrative:
New American funding. 
I requested a loan modification due to a loss of my career job and salary at the time of XXXX per year. that was accepted XX/XX/XXXX the modification was accepted signed and accepted XX/XX/XXXX and in place. The total balance was {$4800.00} For XXXX and XXXX which I brought current as I was in a forbearance and knew I could not keep up with the new escrow reset balance of XXXX per month. My original payments before that time were {$1900.00} after the escrow balance reset the payment shot up XXXX. 
During that forbearance I made XXXX payments XXXX, XXXX and about to make the XX/XX/XXXX payments when I was not able to do so online it was blocked off and about to make my third when I received another modification in the mail exactly like the first XXXX. What I did not notice was that they too XXXX with a new higher interest rate of XXXX XXXX from XXXX XXXX about as much as I had paid since I purchased the home in XXXX and deducted it from my equity amount in the house and reset the payments to the XXXX per month. It didn't make sense to me now in my distress I signed it not understanding why it said XXXX was being deferred that isn't what was behind it was only XXXX months behind at the time waiting for the modification to be completed. 

XXXX modification I received XX/XX/XXXX didn't make sense it was the exact same as the modification I had in place at the time and making payments. It stated there was a problem with the docs but indicate what the problem was. I called they said the mistake was the address. but there was no mistake it was the exact document I signed prior and in place and making payments on it. I did not sign it and called every week for weeks trying to get the correct answer. 

XXXX modification was sent to me XX/XX/XXXX and it was the exact as the other XXXX sent prior I called they said it was because I was married and changed my name. I did not and I am divorced I advised they said they took the information from the county from when i signed the settlement documents. Didn't make sense. Int he meantime I called weekly for over XXXX months trying to get answers only to be told the modification that was already in place was not valid and I needed to sign another XXXX. I declined and advised this wasn't right and something is wrong here. They continued to tell I had to sign the documents after I explained they are the exact same as the modification in place I was paying. 

From XXXX to XX/XX/XXXX I called them to ask what was going on they advised my account was going through another escrow reset and they were going through a system change over and I could not make payments until it was done. The reset was to my benefit because the new amount would be what the original modification amount was XXXX around that much and the modification was cancelled call back in XXXX weeks to find out if it was completed. Do not make any payments until then. 

I called the following week and was told my modification was not cancelled and the escrow reset was still going on with the system change over s well. 

I called the following week and advised nothing I was told was correct and I need to do a new modification request, that was in XXXX 2025.by a supervisor who was rude and advised I would lose my home if I didn't sign it. I was also receiving delinquent notices advising I was behind, my stress level was through the roof I was afraid and didn't know what to do. I started calling attorneys to get help and got nowhere either they weren't versed in mortgages or referred me to someone else that never answered. 

I Finally received another document indicating I had not signed the other modifications sent XX/XX/XXXX advising my request for a modification was denied to due to not returning the modification back on time and with that letter it shows payments due from XX/XX/XXXX through XX/XX/XXXX. The payments I made on the account were reversed and the original monthly payment was back at XXXX along with the XXXX was added back to the account, all my prior payments were being distributed to the past delinquent months without anyone advising me I was Loging into the website seeing it happen. 

The forced agreement I signed and in place currently as of XX/XX/XXXX as I do not want to lose my home it states my payments are XXXX at a XXXX interest rate with XXXX being deferred. The difference between XXXX which was not delinquent, and the corrected amount are quite a difference. I believe that New American was trying to cover up their mistake of trying to take my equity as the balance owed went from approx XXXX back to XXXX as if I never made a payment and I have been in the home for over XXXX years. I believe they were deceptive in their practices and tried to cover it up at my expense and should be legally held responsible for my distress and unfair mortgage practices. I have every document except the internal notes from my phone calls to prove I was being scammed. I was lied to by every representative I spoke with and given false information call after call.

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