Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: BROKER SOLUTIONS, INC.
State: WA

Complaint narrative:
Went through the process to buy and place a manufactured home on land I already owned. I started the process with New American Funding. 

Initially the process went well, though there were frequent delays in processing. XXXX was slow to disburse funds to the appropriate parties. 

The largest issue came from acquiring homeowners insurance. My mortgage officer ( XXXX XXXX ) suggested XXXX XXXX XXXX. I opted to have my property taxes and insurance paid through my escrow account to save myself the effort. Once the home was placed, completed, and insured, we moved into our home. This is when the problems began. XXXX, for reasons that they refused to elaborate on, was not disbursing the last of the funds to the titling company. For over a year, they would not release the last of the project funds so my home could be titled. Several contact attempts were made but I was stone-walled. 

Then XXXX XXXXXXXX XXXX called me to inform me that they hadnt been paid at all during the entire process. XXXX had told me that they couldnt even get a response from XXXX and that I need to contact them or I could lose coverage and be billed for the overdue payments. I had made several payments into the escrow account so funds were available. When I contacted XXXX XXXX and XXXX XXXX at XXXX to request that they properly disburse my escrow funds, I was informed that it wasnt their responsibility, despite having a written contract that they would handle the insurance payments through the escrow account. Their response felt mildly threatening and they demanded that I acquire insurance on the home, despite them having the binder and the contract for the insurance. 

After months of attempting to get an explanation of the situation, XXXX XXXX XXXX finally sent me a bill to pay out of pocket. Over {$1200.00} of overdue payments. 

My mortgage XXXX, XXXX XXXX, then stated she was worried about the ethics of XXXX and the uncertainty of their future and suggested that I refinance with XXXXXXXX XXXX She stated that it was gross misconduct and reprehensible for them to be so negligent with my escrow funds. She suggested that I file this complaint after she left XXXX. 

Once I refinanced with XXXXXXXX XXXX  I then made contact with XXXX XXXX XXXX, another mortgage officer with XXXX. He was able to investigate the situation, despite him having no obligation to me. He was able to solve whatever the issue was and XXXX sent me an escrow refund and a check to cover the year of overdue insurance payments, which I took at an admission that the error was theirs. While this solved the problem, it is a show of how XXXX handles business with their customers. 

I then politely asked for an explanation on how such a negligent and stressful situation was allowed to occur and who was responsible for handling my escrow account, as well as an apology. I am yet to receive any explanation and they refused to give an apology. 

Had my home been damaged while my insurance was grossly overdue, I may have been liable for the damages with my own finances. A year of overdue homeowners insurance, full interest payments, stone walls, neglect, and they never even did a final modification on my loan. 

The ONLY helpful person in this year long debacle was XXXX XXXX XXXX. As a mortgage officer, It was not his responsibility to investigate the situation for a former customer. I do not believe I would have gotten any resolution without his help. All others named in this complaint were unhelpful and possibly responsible.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation