Consumer complaint received 2025-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BROKER SOLUTIONS, INC.
State: CA

Complaint narrative:
18 months ago I was in a XXXX XXXX XXXX  that left me XXXX when my finances caught up with me ( lost all my savings ) I requested loan assistance for a few months while I got back on track, they offered a forbearance, no paperwork was sent, person on the phone placed me on this forebearance that I assumed was placing 4 months to the end of my loan but instead resulted in 4 payments suspended for 4 months only.

The misconception and lack of clear paperwork made it too easy to make this mistake. 
I only realized the 4 payments were due at once when I received a call in late XXXX letting me know that in 30 something days the whole 4 month amount would be due. 

After this, I tried in several ways to resolve the issue, first by asking for home assistance then by trying to submit payments. 

The XXXX website accepted one monthly payment in mid XXXX and then I attempted another monthly payment in late XXXX ( XX/XX/25 ) which they declined. ( I had more than enough money in the bank and my bank account balance didnt decrease at all in the following days and I have bank statements to back it up. ) XXXX advised me they had declined the payment about 10 days later but their excuse was that I was not allowed to make a single month payment and they required 2 months at once. 
On a subsequent call the agent helping said that they had declined the payment because it had insufficient funds ( this is incorrect ). 
From this point on every time I called XXXX I was not allowed to make a payment that was less than the amount of 2 monthly payments. This was also the minimum on their website or mobile application. 
Also every time I called I had to explain my situation to every agent. This is a practice that makes being late degrading as a human. 

On a side note, XXXX for the third year in a row has failed to pay one of the 2 insurance policies that are part of this 2 residence property. ( 2 homes, one lot, one mortgage ). 
This XXXX I ended up paying the insurance bill for one of them now knowing that XXXX  hadnt paid the home insurance. When I paid I was confused and assumed I was paying my car insurance. 
I am yet to receive a refund because XXXX claims they must send the payment to my insurance carrier and my insurance carrier must refund me, but the carrier has already returned the check to them once. This has been going on for almost 2 months. 
All the while Ive had my mortgage just weeks away from foreclosure. 

Luckily I was able to come up with the money for a 2 payment this week but Im afraid that XXXX is very much interested in taking my mortgage from me. 
At the very least XXXX  is an extremely disorganized company that inadvertently does a disservice to the public. 
It is important to say that my finances are now in line with my responsibilities, its the 2-3 months late that I am having a hard time with.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation