Consumer complaint received 2025-08-16 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: BROKER SOLUTIONS, INC.
State: NJ

Complaint narrative:
XXXX XXXX XXXXXXXX My husband and I were in the process of doing a refinance with New American Funding until we were met with so many delays and miscommunication and NAF just not being transparent with what is actually going on with the process that we decided to NOT go through with the refinance especially not with them.

However we had already ordered an appraisal which they debited {$520.00} and sent us an invoice for. Also here is the attached invoice from New American Funding for {$520.00}, which we were charged. My husband used his card as noted on the attached statement. 

First, in particular New American Funding loan XXXX XXXX XXXX. XXXX XXXX was also partly responsible as my lending team that were supposed to get my paperwork done and processed. They failed to communicate via email updates on my loan status throughout the process and neglected to turn over my appraisal appeal back to me within the 48 hours that was noted on their emails. My husband and I still have not yet received my appeal status and results back from the appraiser and even if they did receive it, they did not send it to me. It has been now almost 1 month and I have called, emailed over 20 email threads to both XXXX and XXXX XXXX over this issue. I also ccd NAF customer care on all emails regarding the issue with no response. 

I waited over a week for the initial appraisal results which I paid {$520.00} and was invoiced. Then I sent over an appeal within the 24 hours from when I received it as XXXX noted that I needed to have it to him asap so his team could send the appraisal over to the appraiser. XXXX tells me over the phone that that the appraiser is his high school friend and he should have no problem getting the appraiser to communicate with him on my appeal and that he will phone him right away. 1 week later, I call the appraiser and discover that he has NOT only not called the appraiser, he NEVER sent the appeal over to the appraiser. So after talking with the appraiser, I send him a reminder and call to send it over asap which he finally does. 


Now its been a month and I still have no results from the appeal or updates from XXXX that he even has the results. I call him and hes not there. I email him asking him to send it over and he asks where to send it to. So he does have it but refuses to send it to my email even after asking multiple times. So I email XXXX to send it to me and she says she can only send to the borrower. I tell her I am the borrower! And after 2 days of emails with XXXX and XXXX 1 month after the appeal has been completed, me and my husband have yet to receive our appeal results. 

XXXX also tells me that the appeal was free and only took his time and effort and he was acting in my best interest to get the loan secured when I didnt talk to his loan processor to provide necessary paperwork. Complete lie. He told me not to send or sign paperwork for XXXX until the appeal results came in as it would affect how much we would be getting through the refinance. And so we were so frustrated by the miscommunication/non transparency with updates from his team as well as negligence in providing the paperwork we paid for that we stopped with the refinance.

We did pay {$520.00} for the appeal results so that is what we want to get back from NAF

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