Consumer complaint received 2025-10-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BROKER SOLUTIONS, INC.
State: MA

Complaint narrative:
I refinanced the house with a construction loan to New American Funding in XXXX of XXXX. My grandfather XXXX XXXX who originally owned the house passed away in the middle of this renovation process so it has been very difficult. The XXXX family house had flooded from a frozen pipe that bursted on XX/XX/XXXX. 

After refinancing I had to deal with the New American Funding XXXX XXXX Department. My parents and I had to take out a construction loan to make progress with renovations quickly so the home owners insurance XXXX would continue to release funds from the flood claim. I hired an adjuster XXXX XXXX and their lawyer to fight XXXX to release funds because in the beginning of the flood process they would not. 

The XXXX XXXX Department with New American Funding has given my family and I a very difficult time throughout the renovation process. Anytime XXXX and my adjuster released/signed the flood claim checks, I had to send the checks to the loss draft department with XXXX for final signatures/disbursement. On XX/XX/XXXX my family and I finally received a payment in the amount of {$92000.00}. XXXX XXXX XXXX Department refused to release any funds at all because they wanted to see more progress with the renovation. At this time, my parents and I had already used most of our personal savings to carry us forward with the renovation process. In additional, we were carrying a {$9300.00} mortgage payment during the renovation process as well. Back in XXXX when the loss draft department refused to release any funds I had to scramble for investors and figure out what to do because even the construction loan process with XXXX refused to release any funds. I had to speak to the loss draft department with my lawyer to beg for more flood claim funds to be released so I could continue my renovation. The loss draft department after a while only released {$57000.00} out of the {$92000.00}. This caused emotional, mental and physical stress on my family and I. As a result, my contractor had to use his own personal funds to support the project to continue to move forward. The remaining {$35000.00} was not released until XX/XX/XXXX. The loss draft department made this so difficult! 

The project has been completed since XX/XX/XXXX, as of today XX/XX/XXXX, the loss draft department is refusing to sign and direct deposit my family the flood claim checks in the amount of {$110000.00}, {$5700.00} and {$250.00} loan # ( XXXX ). 

On XX/XX/XXXX, I paid {$66.00} to have the checks expedited XXXX to the XXXX XXXX XXXX Department in Michigan. I called on XX/XX/XXXX, at XXXX XXXX to verify with the loss draft department that all of my documents were uploaded and the checks will be processed direct deposit. On this date I was informed that all my documents were uploaded and the funds will be processed direct deposit with no issues. 

On XXXX XXXX XXXX XXXX XXXX XXXX I called to verify with the loss draft department that all of my documents were uploaded and the checks will be processed direct deposit. On this date I was informed that all my documents were uploaded and the funds will be processed direct deposit with no issues. 

On XX/XX/XXXX, the loss draft department informed me that they can not indorse the last XXXX flood claim checks in the amount of {$110000.00}, {$5700.00} and {$250.00} because my loan with XXXX  was paid in full XXXX day before the flood claim checks were uploaded. They were about to mail the checks back, the only way I found this out was because I checked my online portal. On XX/XX/XXXX, I spoke with XXXX XXXX XXXX about my loan # ( XXXX ) in the loss draft department. She escalated this issue. On XX/XX/XXXX, I received a phone call from a XXXX named XXXX in the XXXX XXXX XXXX Department stating this has been escalated to their legal department. 

My family and I are very disgusted and highly disappointed/upset about the way we have been treated throughout this process. Our contractor is threatening to take us to court for non payment, we need these last XXXX checks to be signed and direct deposited so we can pay our contractor and adjuster their final bill. Please help us, the loss draft department number is XXXX XXXX XXXX XXXX XXXX thank you.

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