Consumer complaint received 2025-03-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: BROKER SOLUTIONS, INC.
State: PA

Complaint narrative:
Here is the finalized and structured CFPB complaint in a professional and legal format : Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Complaint Summary I applied for an XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) for my property located at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX Throughout this process, I have fully complied with all lender requests and provided all required documentation. Despite this, XXXX has engaged in deliberate delays, contradictory statements, and regulatory violations, obstructing my ability to complete my refinance and causing financial harm. 

On XX/XX/year>, at XXXXXXXX XXXX my loan XXXX, XXXX XXXX, left a voicemail confirming that my employment verification was completed and that my file was moving forward. However, later that same day, XXXX falsely claimed they had no update available on my loan, directly contradicting XXXX voicemail. 

On XX/XX/year>, I formally requested the immediate release of my XXXX XXXX Number and Appraisal Transfer Code in accordance with XXXX XXXXXXXX XXXX XXXX, which explicitly states that lenders must transfer the FHA case XXXX upon borrower request. XXXX unlawfully refused to comply. 

On XX/XX/year>, I received a phone call from XXXX XXXX, during which he admitted that he dropped the ball on my loan processing, apologized for the delays, and assured me that my mothers loan was moving forward. 

On XX/XX/year>, I received an email from XXXX stating that my file had been reassigned to the XXXX XXXX and that upper management is aware of my concerns. Despite this acknowledgment, no resolution was provided, and I continued receiving vague and contradictory responses. 

On XX/XX/year>, XXXX XXXX, Branch XXXX at XXXX and XXXX XXXX, contacted me for the first time, claiming he was just now hearing about this and that he would assist with resolving the issue. This directly contradicts XXXX XX/XX/XXXX email, which stated that upper management was already aware. This further demonstrates XXXX XXXX XXXX internal communication failures, delays, and neglect in handling my refinance. 

Additionally, XXXX  customer service agent, XXXX, refused to provide contact information for their compliance department, obstructing my ability to escalate the issue to regulatory authorities. 

This pattern of misconduct has caused financial harm, unnecessary delays, and significant distress, as detailed in the following timeline. 



XXXX of Events XX/XX/year> XXXX disclosures were sent for review and e-sign. 

XX/XX/year> Interest rate locked at 7.25 %, with an expiration date of XX/XX/year>. 

XX/XX/year> Signed and acknowledged a changed circumstance document, confirming intent to proceed. 

XX/XX/year> XXXX was completed and uploaded to the loan portal. 
No official repair requirements were documented, violating XXXX XXXX  processing rules. 

XX/XX/year> Follow-up email sent requesting a loan status update. 
No response from XXXX. 

XX/XX/year> ( XXXXXXXX XXXX  ) XXXX XXXX XXXX XXXX left a voicemail confirming that employment verification was completed and that my file was moving forward. 

XX/XX/year> ( Later That Day ) XXXXXXXX falsely claimed they had no update available on my loan, contradicting XXXX voicemail. 

XX/XX/year> ( Formal XXXX  Case Number Request ) Formally requested the immediate release of my XXXX  Case Number and Appraisal Transfer Code per XXXX XXXXXXXX XXXX XXXX. 
Request was unlawfully denied. 

XX/XX/year> Received a phone call from XXXX XXXX, where he admitted he dropped the ball on my loan processing, apologized, and assured me my mothers loan was moving forward. 

XX/XX/year> Received an email from XXXX stating that my file was reassigned to the XXXX XXXX and that upper management was aware of my concerns. 
Despite this, no corrective action was taken, and my loan continued to face delays. 

XX/XX/year> XXXX XXXX, XXXX XXXX at XXXX and XXXX supervisor, contacted me for the first time, claiming he was just now hearing about this. 
This contradicts XXXX XX/XX/XXXX email, which stated that upper management was already aware. 
This demonstrates further delays, internal miscommunication, and mismanagement by XXXX. 



XXXX XXXX XXXX. XXXX XXXX XXXX for financial harm, emotional distress, and increased costs due to delayed loan processing. 
Reimbursement for any financial damages, including lost time and opportunities caused by XXXX  mishandling. 

XXXX. Fair Market Interest Rate & Immediate Closing XXXX must honor a new, fair market interest rate BELOW my previous locked-in rate of 7.25 %, considering the delays were entirely their fault. 
NAF must immediately approve and close my loan at the newly negotiated lower rate. 

XXXX. XXXX XXXX XXXX XXXX XXXX CFPB should investigate XXXX failure to comply with HUD guidelines, their refusal to transfer my XXXX  Case Number, and the internal mismanagement that caused these delays. 

XXXX. Formal Written Response from XXXX XXXX Department XXXX must provide : Underwriting notes Internal communications A documented explanation for the excessive delays and contradictory statements made by loan officers and executives. 



Conclusion This complaint highlights severe negligence, non-compliance with XXXX XXXX XXXX and unethical business practices by New American Funding XXXX Their failure to handle my refinance in a timely and compliant manner has caused unnecessary distress and financial uncertainty. 

I respectfully request immediate action to resolve these violations. 



This document is ready to be submitted. If you need any final adjustments, let me know. Otherwise, copy and paste it into the CFPB complaint submission form.

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