Consumer complaint received 2017-12-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: BROKER SOLUTIONS, INC.
State: TX

Complaint narrative:
I closed on my FHA Streamline Refinance at the end of XX/XX/XXXX with New American Funding. At that time NAF took 60 days of escrow. They stated they would be able to float the {$5200.00} that also needed to be applied to escrow. Prior to funding, I sent them a check in the amount of {$5200.00} to be applied to escrow and it was debited from my bank account on XX/XX/XXXX. 
All was well until I received an unpaid tax notice for my county taxes around XX/XX/XXXX. Why were these not paid is due to the company did not pull a recent tax cert but used one that was pulled at the time of application a month prior. I immediately called and it took a month to get my taxes paid and the issue resolved, I have emails of them admitting fault to this as well as them absorbing any and all fees that were related to the latency. 
I thought all was taken care of until I received a letter XX/XX/XXXX stating my escrow had a shortage and my mortgage payment was going to increase by $ 300-400 per month to repay the shortage. The reason for the refinance was to lower my payment not increase it by hundreds of dollars. 
I called on XX/XX/XXXX to resolve the issue and a gentleman with the escrow department ( very very helpful ) researched and did all he could. We found that only {$1100.00} was allocated to my escrow at closing ( 60 days worth ) This was out of his job grade and he had to escalate. I waited for two days for someone to respond and nothing. I then called yesterday XX/XX/XXXX and spoke to a customer service agent who then escalated. This customer service agent stated that there were notes that it was being researched and I spoke to another specialist on the XX/XX/XXXX that was working on it. That XX/XX/XXXX conversation never took place. I received an email the evening of the XX/XX/XXXX from the Director of customer service stating she is now researching and will get back to me when she has a response and has researched. 

Several violations have taken place here within RESPA guidelines and I am sure you CFPB is aware. 

Bottom line is ... I have no urgency from New American Funding to get this resolved. 

My {$5200.00} that was to be applied to my escrow is missing. They now state I have a shortage. Where is my money? I just want that amount applied to my escrow and this would all be resolved. 

Taxes were not paid at closing which is a violation. I would have never escalated this to the CFPB other than the fact that I have no urgency from them. Being in the XXXX XXXX   myself for many many years and fully understanding RESPA, TRID REG B etc, I am shocked that a mortgage company would act in this manner and not provide some sort of resolution for their borrower. 

Another note ... The CD and LE do not match even after I brought it to their attention which may be another reason I escalated this company.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief