Consumer complaint received 2022-10-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: BROKER SOLUTIONS, INC.
State: NC

Complaint narrative:
I am behind in my mortgage, I have applied for assistance with the nchaf program, I received a pre-approval letter I sent it to my lender they still continued on with foreclosure process, my case manager at nchaf has sent 2 letters to me that states I have applied but when I called the person answering the phone XXXX said they have them but to stop the process it needed to come from the nchaf. I asked what is the difference it is on letter head and the director name is on it. Everytime I call the Home retention department I talked to a different person who tells me something different. I understand that yes my mortgage payment is behind but programs were put in place to help those of us who needed help and I feel like I am stuck, nchaf sent me that preapproval letter over 8 weeks ago and that puts me in stage XXXX of the process, the lender will not halt process until NCHAF can finish the process but they will not. I received a letter from the lender lawyers and i do not understand it and when I sent it to the NCHAF and the Home counselors this week they are both telling me different things and then they both stated they do not know what the letter means. I can send in all correspondence that is related to this if proof is needed of what i am stating. NCHAF said i was pre approved and by what the website states the step I am in is the sending of the paperwork to the lender. My lender is supposed to be apart of this program so I dont understand why this is taking this long, I just needed to get this taken care of and i can start back paying full payment by end of XXXX. I am know mines is not the only family but it feels as if no one cares and it is not urgent to them, when I called the nchaf I was told that the paperwork i sent in can have my case escalated but no one has said anything to me about it, the case manager told me to call the home counselors and the home counselor told me I dont know why they said to call us they told us they did not want us involved in their process, and i have all of this in emails that were sent to me. and as stated I can provide every piece of correspondence that has been sent to me. Today I was sent an email by the home counselor telling me they tried to call me XXXX times, I do not show where they have called me but this came after i told my case manager what was stated to me in an email. All I am begging for is HELP.. 
I can not save this but here is a copy of the pre-approval : Subject : XXXX XXXX XXXX, File Pre-Approved Hello XXXX XXXX XXXX After a complete review of your application, our Quality Control team verified and confirmed your eligibility for assistance through the NC Homeowner Assistance Fund . Your file is now confirmed as PRE-APPROVED. 

Currently, our team is reaching out to your listed servicer and/or debt holder ( XXXX ) to verify your reinstatement amount and prepare your NCHAF Assistance Agreement. This process generally takes between 4-8 weeks, dependent upon your Servicers and/or debt holders response. To help support this necessary step, we welcome you engaging your servicer and/or debt holder ( XXXX ) to encourage their participation in the program. 

If you have any questions or would like an update on your file, please contact the NCHAF Call Center at XXXX ( XXXX ) Monday through Friday from XXXX XXXX XXXX XXXX XXXX 

Thank you again for your participation in the NC Homeowner Assistance Fund program. 

Sincerely, The NCHAF Team Please do not reply to this email. The email box does not accept replies and is not monitored. If you have questions or concerns, please contact us at ( XXXX ) XXXX. 
and here ate the emails XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXXXXXX XXXX RE : Copy of his Hi, NCHAF Applicant I submitted your application to XXXX XXXX. You will only be notified by your case manager if any documentation is needed to process your application. Please email all requested documentation to your case manager only. If I do not request documentation, it will not be necessary to send any additional documentation unless it is a Foreclosure hearing court documents or a For sale court documents that is ordered by the court. If you need to get the status of your application, please call the call center at XXXX. You will receive text messages or emails depending on your preferred method about the process and status of your application. You can also check the status of your application by logging into your application at https : //nchaf.gov/. I have attached the timeline of the program to this email for your review. 

I do not know how to save the other emails but if you need them please contact so I can get them to you they have been sent a participation letter I can not get it to save to this application but I have copies and so does new american

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