Consumer complaint received 2021-01-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: BROKER SOLUTIONS, INC.
State: NV

Complaint narrative:
As a first time home buyer, I wasn't prepared for all the possible scenarios throughout homeownership. I felt uninformed from the beginning and I apparently misunderstood a lot of things. Every time I referenced something I was told in the past, the lender either told me that wasn't true, or they never told me that. 

After a period of time, and repeated problems communicating with them, I decided that I would not accept anything from them unless it was in writing. It was the only way I could prove what they told me. It took me over two years to get them to respond to me in writing and that was only after I made several complaints on social media platforms. 

I was finally contacted on XX/XX/XXXX, by an XXXX  of Customer service named XXXX XXXX. Her primary focus was on removing the Mortgage insurance which was one thing I was told could be removed after the first year and a very small part of my complaint with them. She told me that wasn't the case and the only thing they could do is refinance me if I had a favorable score. Which I did not. 

That was all she talked about and was all ready to have one of her sales managers reach out to me if that was what I wanted. They have been repeatedly provided with highly detailed information about my issues with them and XXXX 's primary focus was refinancing. I suspect because that is best for them. 

I replied back with highly detailed information about what my complaint involved and my current situation. I was pleading for help from them. From this point on, all she did was debunk every complaint I had and instructed me on how I was incorrect or misinformed. 

The last time she replied to me was on XX/XX/XXXX. I had replied with my appreciation for what she had done along with comments and additional questions. I never heard from her again. 

XXXX ran into XXXX and then XXXX where I was unable to make my payment on time. Three times a day like clockwork they called me. All I got from them was an employee that was focused on the automatic dialer and that was it. All they wanted to know was when I could make my payment and couldn't do anything else. not even transfer me to someone who could help. 

I continued asking for help when they called me and eventually no one would answer. I just got a recorded message to call them. The calls stopped after XX/XX/XXXX when the payment was overdue. It wasn't until Thursday, XX/XX/XXXX, that I received another call from them. This time I got a live person. A gentleman named XXXX. I told him of the situation and that I had talked to XXXX XXXX 3+ months prior and she did not offer any options for me except for refinancing. XXXX informed me that the is a Borrower Assistance program and he could send me the paperwork. 

So if this program was available to me 3+ months ago, then why didn't an XXXX  of Customer service tell me about this? I make it very obvious to her that I needed assistance, but I guess she couldn't be bothered. Now I am already behind on my mortgage and owe them over {$3000.00} which I have no way to pay. This is going to have a serious and negative impact on me in many ways. And all because of XXXX 's failure to provide my options.

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