Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — FHA 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: IL

Complaint narrative:
This correspondence constitutes a formal Notice of Error pursuant to Regulation X, 12 C.F.R. 1024.35. We are requesting that you investigate and correct multiple servicing errors related to our approved loan modification and your subsequent refusal to accept payments. Background In XX/XX/year>, my wife and I contacted your company after experiencing a temporary financial hardship that affected our ability to make our mortgage payments. During that process, your representative informed us that we qualified for a modified monthly payment of approximately {$1900.00} per month. We were specifically told that verbal consent was sufficient and that no additional documentation was required. Relying on the information provided by your representative, we began making the agreed-upon payments and successfully made XXXX consecutive monthly payments in the amount instructed by your company. Several months later, we were informed that our payments were considered insufficient because signed loan modification documents had allegedly been required. We spent numerous hours communicating with your representatives attempting to resolve the issue and explaining that we had been explicitly told no documentation was necessary. During these communications, your representatives repeatedly stated that there was nothing they could do, advised us to abandon our efforts to challenge the issue, and directed us to submit a new hardship application. As a result of your company 's failure to properly administer the loan modification process, we filed a complaint with the Consumer Financial Protection Bureau ( CFPB ). Following that complaint, your company admitted that an error had occurred and agreed to honor the original modification terms. Your company then sent us loan modification documents for execution and notarization. Upon review of the documents, we discovered that the notarial certificates and notary acknowledgment sections were improperly placed within the documents, making proper notarization impossible. We signed and returned the documents while notifying your company of the notary-related errors. Instead of correcting the defective documents and allowing us an opportunity to properly execute the modification, your company informed us that the file had been closed and that our only option was to apply for a new hardship modification. Errors Being Asserted We believe the following servicing errors have occurred : Failure to properly implement and administer an approved loan modification after your company acknowledged its prior error. Failure to provide accurate and legally sufficient loan modification documentation capable of being properly notarized. Improper closure of an approved loan modification file due to defects contained within documentation prepared and provided by your company. Improper refusal to correct documentation errors that originated with your company. Improper requirement that we submit a new financial hardship application despite the fact that : The original modification had already been approved ; Your company acknowledged its prior servicing error ; The modification failed to be completed due to documentation defects created by your company ; and We are no longer experiencing the financial hardship that initially gave rise to the modification request. Refusal to accept mortgage payments and/or provide a reasonable method for bringing the account into compliance under the previously approved modification. Requested Resolution We request that your company : Reopen and honor the previously approved loan modification. Provide corrected modification documents free from notarial or execution defects. Permit execution of corrected documents without requiring submission of a new hardship application. Accept and properly apply any payments tendered under the approved modification terms. Correct any negative account status, delinquency reporting, fees, penalties, or default-related consequences that resulted from the servicing errors described above. Provide a complete written explanation of your findings, including copies of all records, notes, recordings, correspondence, and internal communications relating to : The original XX/XX/year> modification approval ; The CFPB complaint response ; The acknowledged servicing error ; The preparation of the modification documents ; and The decision to close the modification file. Please investigate these matters and provide a written response within the time required by applicable federal law.

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