Consumer complaint received 2024-10-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BROKER SOLUTIONS, INC.
State: NM

Complaint narrative:
I am writing to address a troubling situation regarding my mortgage assistance application with New American Funding, initiated on XX/XX/year>, when my husband fell ill, leading to unmanageable financial difficulties. 

On XX/XX/year>, I contacted XXXX XXXXr a status update and was informed that I was approved for a trial loan modification starting XX/XX/year>. However, I was later told that the trial modification would actually begin on XX/XX/year>, due to an issue with the paperwork. According to an NAF agent, my trial payments for three months would be {$2000.00}, starting XX/XX/year>. 

When I logged into my online account on XX/XX/XXXX, I noticed the required payment was {$3300.00} instead. Upon contacting NAF again, I learned that my modification had been changed from a trial payment to a forbearance plan, splitting my XXXX and XXXX payments over six months, significantly increasing my total loan payment to {$3300.00}. I requested a workout review, as I would not be able to make these higher payments, and NAF submitted my request. 

On XX/XX/year>, I was told that my workout review was complete and I was placed back on a trial payment plan for {$2000.00}. I explicitly asked multiple times when these payments would begin, and the agent confirmed they would start on XX/XX/year>, with no payments due until then. I also inquired about when I would receive the loan modification documents and was told they would arrive in XXXX or XXXX. 

Following these instructions, I made no payments. However, in XXXX, I received a call stating that I was in default and facing foreclosure. I explained that I was advised not to make any payments until XX/XX/year>, at which point I would owe {$2000.00}. The agent acknowledged the notes in my account but informed me that I had been given incorrect information, leading to my mortgage assistance ending on XX/XX/year>, due to the missed payment of {$3300.00}. 

I questioned the misinformation but did not receive a satisfactory answer. The agent then initiated another workout review for mortgage assistance. On XX/XX/year>, I was informed that my mortgage assistance could not be approved due to issues with the title, which was reportedly not in my and my husbands names. This was perplexing, given that I had already received assistance in XXXX and XXXX under the incorrect terms. 

I contacted my county assessor, clerks office, and the title company managing my escrow, and they confirmed that the title is indeed in my husbands and my names. As of now, my mortgage is four months behind, resulting in a significantly high past due balance due to the negligence of NAF agents. 

I followed all instructions provided during multiple phone calls with your representatives. As a result of this misinformation, I find myself in a much worse financial position than when I sought assistance.

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