Consumer complaint received 2025-06-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: BROKER SOLUTIONS, INC.
State: TX

Complaint narrative:
# CFPB COMPLAINT FORM # # COMPANY INFORMATION * * Company Name : * * New American Funding, LLC * * Product/Service : * * Mortgage * * Sub-product : * * Conventional home mortgage * * Issue : * * Communication tactics * * Sub-issue : * * Frequent or repeated calls -- - # # COMPLAINT DESCRIPTION # # # What happened? 

During my mortgage refinance application process with New American Funding on XX/XX/year>, I was subjected to excessive and harassing communication from their Senior Loan Processing Officer that violated professional standards and caused significant distress. 

* * EXCESSIVE CONTACT PATTERN : * * - Received XXXX phone calls and XXXX emails within XXXX hours from the same loan officer - Contact was not due to legitimate urgency, but because of the company 's own internal processing errors- Officer created false pressure demanding immediate responses to fix their mistakes * * UNPROFESSIONAL COMMUNICATION : * * - Emails were poorly written and unprofessional - Failed to clearly explain any legitimate deadlines or requirements - Communication style was demanding and created unnecessary stress - No clear business justification for the volume of contact * * IMPACT ON MY LIFE : * * - Disrupted my work schedule with excessive phone calls- Caused significant anxiety and emotional distress - Made me feel harassed and pressured during what should be a professional business transaction - Lost productivity dealing with their repeated contact about their own errors * * COMPANY 'S FAILURE TO RESPOND : * * - Sent formal demand letter on XX/XX/XXXX requesting reasonable resolution - Company failed to respond within 30-day timeframe - Demonstrates ongoing disregard for customer concerns and professional standards This pattern of behavior appears to violate consumer protection standards and creates an abusive environment for customers seeking mortgage services. 

-- - # # IMPACT STATEMENT This experience has made me question the professionalism and ethics of New American Funding. What should have been a straightforward refinance process became a source of significant stress and anxiety due to their harassment. Their failure to respond to my reasonable request for resolution demonstrates a concerning disregard for customer rights and professional standards. 

I believe this complaint is important not just for my individual situation, but to protect other consumers from similar treatment. Mortgage lending is already a stressful process for most people, and lenders should not be permitted to add unnecessary harassment and pressure through excessive and unprofessional communication. 

The CFPB 's involvement would help ensure that : - This company implements appropriate communication standards- Other consumers are protected from similar harassment - The mortgage industry maintains professional standards in customer interactions- Appropriate consequences exist for companies that abuse their position of power over borrowers I trust that the CFPB will investigate this matter thoroughly and take appropriate action to protect consumers from similar treatment by New American Funding and other mortgage lenders. 

-- - # # SUBMISSION DETAILS * * Date of Submission : * * XX/XX/year> * * Complaint Reference Number : * * [ Will be assigned by CFPB ] * * Preferred Contact Method : * * Email * * Status : * * Submitted - Awaiting Company Response

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