Consumer complaint received 2025-03-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: BROKER SOLUTIONS, INC.
State: CA

Complaint narrative:
I am being asked over and over for documents that I have already sent in Numerous times. I have a certified XXXX  counselor, and he agrees that I have sent in the documentation on numerous occasions and that they have the documents needed, but use the excuses that they are expired ( when in fact they are not ) or that they didn't receive them. They have requested made-up documents and documents that I would never have known to submit if they weren't telling me over the phone " verbally '' because it is not written on any of their paperwork. All of my documentations/attachments and applications that I have submitted have been done electronically, and I have email confirmations of the submissions. When I sent in the documents, I also cc 'd my XXXX  counselor each time they requested the same documents again! One of the denials I found out by calling them and their " verbal '' reason was that I, again, didn't turn in all the documents that I needed to ; however, later on that same day, a representative called me back and told me that it was because they couldn't open my file because it was too large and to send it again in broken up emails. I asked them, " How many emails should I send the documents in? '' and I asked them, " What if they still can not open them once I send them in, and how will I know if they still can't open them if I don't call them to check? because they certainly don't let me know, by mail, email, or by phone call ; they just deny me/close my file. '' This reason has yet to be sent to me in any written documentation ; it was just told to me verbally. I have been assigned XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX SPOC, I have only spoken to her once, and I have not spoken to my second assigned XXXX at ALL. This issue to begin with was a simple forebearance, and at the end of the forebearance a modification to put the amount due onto the back of my loan. The first application should have been accepted. My income qualified, and I submitted everything that they needed. It has now been almost a year of continuous anguish and frustration. My XXXX  counselor agrees and has told my mortgage company that this is abuse against me. When my forebearance was over, I didn't have any late or " trumped up '' fees, and I was not in the credit bureau. And that is how it should have stayed : the program gives people time to apply before any negative reportings or fees get attached. I 100 % believe they did this on purpose, and I 100 % know this has happened before. I actually wrote them a complaint letter, and included in that complaint letter I attached news articles of banks and mortgagers lying to consumers and cheating them out of their homes, ruining their credit, and causing much more emotional damage. There are actual newspaper articles and court cases proving these actions, such as blitzing and duel tracking. All topics worth people who do not know what I am talking about taking the time to look it up. This included assigning " false '' XXXX XXXX XXXX XXXX making themselves look ( to organizations like the Consumer Financial Protection Bureau ) like they are helping when they are not. There are so many more examples of what has been done to me by my mortgager, but I will stop here. I will say that in the, almost 1 year, of going through this atrocity, every mortgage representative I have spoken to says that the other people calling in are saying the same exact thing about their applications. One more thing : I have been able to continue to make my mortgage payments since last XXXX of 2024. It is now XXXX XXXX they have froze my online account to where I could Not make any payments.

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