Consumer complaint received 2024-04-17 00:00:00
Product: Mortgage — FHA 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: UT

Complaint narrative:
To Whom It May Concern : As we age, we face new challenges every day. Unfortunately, for many seniors, abuse, neglect, and financial exploitation are some of these challenges. I am one of those XXXX  who have been mistreated by your company, and I want to share my story. 
In XX/XX/2024, I experienced difficulties with my mortgage payment. Due to my credit union website being down, I had to use XXXX to make my monthly payment, which was made on time. However, I learned that your company, New American Funding, does not accept payments through XXXX from an extremely rude lady who kept repeating repeatedly that you do not accept credit card payments or XXXX payments. She was unwilling to assist me in resolving this issue. 
So, I contacted XXXX XXXX XXXX. Despite assurances from my credit union and XXXX that the payment had been received, your company, New American Funding, denied receiving it. I made several more phone calls to your company to correct this error. Your representative said they could do nothing about it and referred me back to XXXX. I contacted XXXX, and they informed me that since you denied receiving my payment, they would issue a refund on XX/XX/XXXX. 
Once XXXX refunded me the money, I quickly paid the mortgage payment using my checking account on XX/XX/XXXX. 
But the problems continued. On XX/XX/2024, I faced another issue with my mortgage payment. Your company, New American Funding 's accounting department, mistakenly duplicated my payment. The first payment processed was taken out of my account, and the second payment processed was declined due to insufficient funds. Consequently, your company forwarded this information to a debt collector, causing more stress and confusion for me and my spouse. 
Again, after contacting a representative at your company, New American Funding, we explained the problem and the representative waived the late fees and collected the payment for XX/XX/2024. 
Unfortunately, my struggles did not end there. When I tried to make my mortgage payment for XX/XX/2024, I discovered that New American Funding was only accepting a payment of {$4000.00}, which is way more than my balance of {$1900.00}. They claimed the XXXX payment was never made and is 41  days late. The portal would not permit me to pay my original mortgage payment of {$1900.00}. 
Again, I notified your company about the errors. Unfortunately, nothing has been resolved. Therefore, I am being mistreated because of my age, as I am above XXXX XXXX XXXX. It is unfair that I must face such difficulties, especially when. I have always been responsible for my finances. Elder financial exploitation is a serious form of elder abuse that must be taken seriously. It involves using undue influence to gain access to an older person 's assets, finances, property, benefits, and debit or credit cards. It is an unjust and reprehensible act that can have devastating consequences for the victim. In my case, I am facing the possibility of losing my home because of New American Funding 's unfounded allegations that I have not made mortgage payments. I urge the CEO of New American Funding to consider the gravity of this issue and act against those who engage in this type of behavior. I hope that you will resolve these errors.

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