Consumer complaint received 2026-07-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: BROKER SOLUTIONS, INC.
State: MI

Complaint narrative:
CFPB COMPLAINT PORTAL SUBMISSIONCompany Name : New American Funding, LLC ( Lender ) Product/Service : Mortgage FHA Manually Underwritten Home Purchase LoanUrgency : IMMEDIATE CLOSING DATE ( XX/XX/XXXX ) / MEDICAL RISK DUE TO CONSUMER DISTRESSDescription of Event : My name is XXXX XXXX XXXX and I am filing an emergency consumer protection and compliance complaint against New American Funding regarding severe loan officer misconduct, deceptive lending practices, and file sabotage by Loan XXXX XXXX XXXX XXXX His predatory and deceptive behavior has caused significant financial endangerment and severe physical and emotional distress to my partner, who is navigating a medically documented, high-risk pregnancy.Our loan is an FHA manual underwrite with an explicit closing date of XX/XX/XXXX. Our Down Payment Assistance ( DPA ) program has successfully brought our out-of-pocket cash-to-close down to just {$150.00}. Our total monthly housing payment ( PITIA ) is {$1000.00}. Our landlord has already submitted a completed and signed Verification of Rent ( VOR ) form, fully validating our 12-month on-time rental history.Despite our file being fully viable under official HUD/FHA Single Family Housing XXXX XXXX XXXX XXXX XXXX XXXX XXXX has engaged in the following severe compliance and ethical violations : File Sabotage & Rental History Manipulation : XXXXXXXX XXXX  explicitly instructed us to stop paying rent out of my personal account and let my partner pay it, stating it was necessary for the loan. This intentionally manufactured an artificial " gap '' in my rental payment history right before the manual underwrite, which he is now trying to use to stall or deny our loan.Inappropriate and Unethical Personal Demands : XXXX XXXX has repeatedly demanded that we provide personal, intimate relationship photos of my partner and myself. This is a severe boundary violation, completely unrelated to legitimate mortgage underwriting, and constitutes a breach of fair lending ethics and consumer protection standards.Deceptive " Moving Target '' Closing Conditions : He has consistently misled us, stating multiple times that we " only need one more thing to close, '' only to manufacture entirely new asset requirements once those terms were met.Withholding of Supervisory Contact Channels : When we requested to speak with a branch manager to address these discrepancies, XXXX XXXX actively refused to provide any management contact information, effectively trapping us and hiding his misconduct from internal corporate oversight.We currently have {$2900.00} in verified, usable post-closing assets ( combining {$2200.00} in liquid savings after paying cash-to-close, and the standard 60 % valuation of our {$1100.00} vested XXXX balance ). Based on our {$1000.00} monthly payment, this gives us nearly 3 months of true reserves. The official FHA manual underwriting baseline guideline is only 1 month of reserves [ HUD ]. The 4-month reserve requirement currently halting our file is a strict internal New American Funding " lender overlay. " Because of the extreme negligence and predatory behavior of their representative, New American Funding has created an artificial emergency 7 days before our closing date. This immense stress has severely impacted my pregnant partner 's health.Desired Resolution : I demand that a New American Funding executive or Corporate Compliance Director immediately intervene to remove XXXX XXXX from our file, and provide an emergency accommodation by either : Waiving their internal 4-month reserve overlay down to a 2-month requirement to match our existing, verified FHA-compliant assets ; ORIssuing a lender credit to completely absorb our closing costs and prepaids, keeping our personal cash intact and mathematically satisfying the reserve threshold.Complainant Contact Info : XXXX XXXX : XXXX : XXXX XXXX

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