Consumer complaint received 2026-01-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: BROKER SOLUTIONS, INC.
State: CA

Complaint narrative:
I am submitting this complaint regarding New American Fundings servicing of our mortgage loan ( Loan No. XXXX ), specifically their handling of escrow, property taxes, supplemental tax bills, and related payment increases. 

Our monthly mortgage payment increased from approximately {$8000.00} to {$11000.00} despite the only identified increase being approximately {$20000.00} in supplemental property tax bills, which we provided to New American Funding and were told would be spread over 24 months. The resulting payment increase far exceeds what such an amount would mathematically justify. 

New American Funding issued us an escrow refund of approximately {$21000.00} in XXXX, which we questioned at the time. We were told the refund was required and correct. Less than a year later, we were informed that our escrow account was severely negative and that New American Funding had advanced tens of thousands of dollars without notifying us. We were never provided timely notice of a negative escrow balance, escrow advances, or the accumulation of a purported shortage. 

During a XX/XX/XXXX phone call, a New American Funding representative stated that we were delinquent on property taxes for XXXX years, which directly contradicts our payment history and escrow documentation. No written notice, delinquency notice, or escrow shortage notice was ever provided to support this claim. 

We repeatedly requested clear written explanations, escrow analyses, and the ability to replenish the required escrow minimum directly, but were toldincorrectlythat we could not do so and that payments would be automatically applied in a manner that maximized monthly increases rather than correcting the escrow balance. 

This situation has caused severe financial and emotional hardship, particularly for elderly borrowers on the loan, and reflects systemic escrow mismanagement, lack of transparency, and potentially inaccurate statements by the servicer. 

We are requesting CFPB assistance to require New American Funding to : Provide a full, itemized escrow accounting and explanation of all advances Correct any errors in escrow calculations and tax handling Adjust our monthly payment to reflect accurate amounts Refund any overpayments resulting from servicing errors Cease providing contradictory or misleading information regarding our loan Timeline of Events and Servicing Failures XXXX. Original Mortgage Payment Structure Our monthly mortgage payment was approximately {$8000.00}, inclusive of principal, interest, escrowed property taxes, and insurance. 

This amount was affordable and aligned with the loan terms and rental income expectations. 

XXXX. Escrow Refund Issued in XXXX ( ~ {$21000.00} ) In XXXX, New American Funding issued an escrow refund of approximately {$21000.00}. 

We questioned this refund at the time, expressing concern that accepting it might cause future issues. 

We were explicitly told by New American Funding representatives that : The refund was required, The escrow account had excess funds, and Accepting the refund was appropriate and correct. 

No warning was provided that accepting this refund would result in a future escrow shortage or negative balance. 

XXXX. Supplemental Property Tax Bills ( ~ {$20000.00} ) In XXXX, we received supplemental property tax bills totaling approximately {$20000.00}, which were sent directly to us rather than the servicer. 

We immediately contacted New American Funding and submitted these bills for payment, as instructed. 

We were told these amounts would be paid by New American Funding and repaid over 24 months, which would reasonably result in an increase of roughly {$830.00} per monthnot thousands. 

XXXX. Sudden Mortgage Payment Increase to ~ {$11000.00} Despite the above, our monthly mortgage payment increased from approximately {$8000.00} to {$11000.00}, an increase of over {$3000.00} per month. 

This increase was not explained clearly or consistently, and no written breakdown was initially provided showing how this amount was calculated. 

XXXX. Contradictory and Inaccurate Statements by Servicer Representatives During a XX/XX/XXXX phone call, a New American Funding representative stated that we were delinquent on property taxes for XXXX years ( XXXX and XXXX ). 

This statement is inconsistent with : Our escrow payment history, Prior escrow analyses showing overages, and The fact that New American Funding was responsible for paying escrowed taxes. 

No written delinquency notices, tax default notices, or escrow shortage notices were ever sent to us for those years. 

XXXX. Undisclosed Escrow Advances and Negative Escrow Balance We were later told that New American Funding had made large escrow advances ( in excess of {$30000.00} at peak ) without sufficient funds in the escrow account. 

We were never notified at the time these advances were made, nor informed that the escrow account had gone negative. 

We only learned of the negative escrow balance after the monthly payment increase was imposed. 

XXXX. Refusal to Allow Direct Escrow Replenishment When we asked to pay the required escrow minimum directly ( approximately {$7000.00} ) to stabilize the account and reduce the monthly payment, we were told this was not permitted. 

We were informed that any payment would be applied first to advances in a manner that would not reduce the monthly payment, effectively preventing us from correcting the escrow imbalance. 

XXXX. Lack of Timely Written Notices At no point did New American Funding provide : Timely written notice of escrow shortages, Advance notices explaining escrow advances, or Clear annual escrow analyses explaining the sudden shift from overage to large shortage. 

Impact on Borrowers The unexplained payment increase has caused severe financial strain. 

XXXX borrowers on the loan are over XXXX years old with health issues, and the stress caused by inconsistent and unclear servicing information has materially impacted their well-being. 

The rental income from the property does not cover the increased payment, forcing significant out-of-pocket contributions. 

The borrowers repeatedly contacted New American Funding seeking clarity and were consistently provided conflicting or incomplete information. At no time were the borrowers delinquent on any mortgage payment or tax bill of which they were notified.

Company response to consumer: Closed with explanation