Consumer complaint received 2026-01-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BROKER SOLUTIONS, INC.
State: GA

Complaint narrative:
I am selling my home and trying to close on time. My mortgage servicer, New American Funding, is providing inconsistent information and poor communication, and I am unable to obtain the documentation and breakdown needed to understand and verify a large deferred balance and escrow overdraft included in my payoff. I am unable to reach or be routed to the correct department, and my requests for documentation are not being properly addressed. This is putting my pending closing at risk. 

I received a payoff statement dated XX/XX/XXXX showing a total payoff of {$280000.00}, including a Payment Deferred Balance of {$35000.00} and Escrow/Impound Overdraft of {$7300.00}, along with other fees and advances ( late charges, corporate advances, and outstanding fees ). This payoff amount makes it difficult to close and requires immediate clarification and documentation.

I have attempted multiple times by phone and email to : 1. obtain a clear explanation and calculation of the Payment Deferred Balance ( {$35000.00} ) 2. obtain escrow documentation supporting the Escrow/Impound Overdraft ( {$7300.00} ) 3. obtain itemized details and descriptions for fees and corporate advances shown in the payoff statement 4. ask whether any fees can be waived or reduced to support closing However, New American Fundings communication has been extremely poor. I repeatedly can not be routed to the correct department or decision-maker, and I have been given inconsistent information. I also received responses that did not address my documentation requests. In one email response, they referenced a Qualified Written Request/Notice of Error/Request for Information, even though I did not submit a request with that heading, and they stated they only accept these requests by mail.This situation is causing significant stress and delays and puts my scheduled closing at risk.

I am requesting that New American Funding : Provide the complete loan transaction history/ledger showing how payments, escrow, fees, and deferred balance were applied 3. Provide a written breakdown/calculation supporting the Payment Deferred Balance of {$35000.00}, including what months/amounts make up this balance 4. Provide escrow account history supporting the Escrow/Impound Overdraft of {$7300.00}, including dates/amounts of tax and insurance disbursements 5. Provide an itemized breakdown and explanation of the payoff line items including : Outstanding Fees, Recoverable Corporate Advances, Late Charges, and PMI if applicable 6. Assign a case manager/escalation contact who can communicate clearly and respond promptly due to my time-sensitive closing schedule Key dates ( include these ) Payoff statement dated : XX/XX/XXXX Closing scheduled : XX/XX/XXXX Under contract date : XX/XX/XXXX Inspection date : XX/XX/XXXX Multiple calls/emails attempted : ( several days ) I am not requesting forgiveness of valid principal. I am requesting prompt, accurate documentation, transparent breakdowns, and appropriate escalation support so my closing is not delayed due to the servicers lack of communication. 
This is not a new issue. I have experienced ongoing communication failures with New American Funding for approximately the last three years. When I have been asked to provide documentation, I have repeatedly been sent document request links that were already expired or would expire before I was able to upload documents. When I notified them the links were expired, I was told I missed the deadline and that I could have mailed the documents in, even when ( 1 ) I was not properly informed that the documents were being requested in the first place and/or ( 2 ) the document request was sent after the deadline date they referenced. This pattern has created repeated delays, confusion, and unfair blame placed on me as the borrower.

I have consistently attempted to comply with requests and communicate, but due to New American Fundings poor document request process and lack of routing to the appropriate department, I have been unable to reliably resolve issues or obtain accurate information.

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