Consumer complaint received 2025-11-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: BROKER SOLUTIONS, INC.
State: CA

Complaint narrative:
The XXXX XXXX XXXXXXXX approved my application, and I thought they were going to pay my property taxes. I was in constant contact with my servicer about what was happening, they had recieved funds from them before. They didn't pay it ( prior complaint ) my servicer paid the property taxes to the county they in total paid XXXX installents. This put an escrow on my account even though I wasn't informed until later. My payment went from XXXX to XXXX and I conveyed I could not afford that high of a payment. I tried to figure out why the XXXX XXXX didn't pay why they had me open a second account, and why the status went from denied to open pending supervisor approval or denial. No Answers. I ultimately was blessed my church which paid the propertyan taxes. I talked to my servicer and ask them for the total ammounts recieved and receipts for records. They instructed me on how to send it in. So I finally sent them a check in XXXX, at this point my XX/XX/year> was being held because it wasn't enough and I hadn't paid XXXX, I was on a forbarence. When They recieved my check they didn't apply it to the taxes like they said. So my payment was still high. Instead It went across my payments to principal and interest and escrow. They were holding more than XXXX months padding even though I talked to the tax department about what happened and expressed my concern with their calculations, and proved that the upcoming taxes were paid. I sent them another XXXX which I can only see XXXX XXXX XXXX allocated not sure where the rest of it went. They sent me a very confusing and poorly formatted activity account, even though they have an easier version to read. The monthly Statements, The activity and the account history dont add up. it actually looks like the added taxes twice. I even got an email saying thank you for your XXXX payment. I then sent them a formal email no response. Was told by an agent now to request the info I was asking for, I directed her to my email she said oh yes this should do it but I had no response. So I certified mailed an error request to the listed department and recieved a response, they did not answer my questions or recalculate anything. I recieved the badly formatted activity and no legend for their codes so I couldn't tell what accounts were being paid or drawn from. No explanation on the descepancies with my XXXX or why XXXX  was non existent. No showing of the corporate advances or how they were repayed and no info on the money or taxes recieved by the XXXX XXXX. I get confused Customer Service agents and XXXX that said The taxes were paid by the calmortage relief. Our phone call was disconnected. I'm so done I dont want to lose my house when they said they would apply and readjust. They have created more of a hardship for me when I have been upfront about my situation and resourceful in dedgregrating ways. I believe if I moved money around like this they would call it XXXX XXXX or something. Please help me its XXXX time and this sucks, I'm short tempered to my kids and tired of going back and forth with them. Thank you for you time. XXXX

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