Consumer complaint received 2020-05-14 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — 
Company: BROKER SOLUTIONS, INC.
State: NC

Complaint narrative:
On XX/XX/XXXX initial contact made through email with lender and Senior Loan Consultant. Same date accepted eConsent through email. XX/XX/XXXX I received a list of items needed in order to move forward : E-Consent, Mortgage Statement, Homeowners Insurance, Driver License, and Paystubs. XX/XX/XXXX Loan Disclosures was sent to me. Documentation requested sent to lender on XX/XX/XXXX. XX/XX/XXXX informed lender appraisal had already been done previously. Sent a copy of the appraisal that was done on XX/XX/XXXX. This was a complete appraisal inside and out. My house appraisal came on at {$280000.00}. XX/XX/XXXX signed transfer letter for appraisal. Sent transfer letter on XX/XX/XXXX. XX/XX/XXXX asked lender if the FHA rate was dropping and could that Lowe my 4.6 interest rate for my refinance loan. XX/XX/XXXX sent email that I was considering not moving forward because I was feeling overwhelmed due to the virus. Lender responded as to why and broke down what was being paid and assured me that is I had any questions and concerns to let him know. I felt reassured so I decided to move forward. XX/XX/XXXX received email from lender Congratulations your loan has been processed. You are at step 3 in the process. XX/XX/XXXX I sent an email for an update. Lender respond your loan is approved moving forward. XX/XX/XXXX received an email from senior processor requesting additional information. XX/XX/XXXX additional information submitted. 
Lender contacted me by phone to inform me that due to the current condition regarding the virus that the interest rate would be dropped to XXXX but I would have to get another appraisal. I said fine. XX/XX/XXXX I did an electronic payment for the appraisal and on the same date I sent the lender an email stating that I was concerned because my XXXX XXXX XXXX mother lives me and I did not want anyone coming into my house. Lender replied they are properly vetted. The appraisal company reached out to me on XX/XX/XXXX and I told him if he has to come inside my house not to come. I put stop payment on the electronic check because I did no heat back from the lender. I reached out to the XXXX on XX/XX/XXXX for an update. Lender response was that he was still waiting for directions on this matter. XX/XX/XXXX lender informs me that the appraisal willl not have to come inside my house. I said ok. I was. XX/XX/XXXX email fro lender informing me that the appraisal is ready they need payment. I had to resubmit payment, which I did. XX/XX/XXXX I receive a copy of the appraisal from lender. It came in at {$290000.00}. This was really a shock since I told the appraisal no updates since my last appraisal? XX/XX/XXXX lender email me to call him. They pulled the title and showing some sort of modification. I had no idea so I contacted my current lender who saw where I had a loan modification in XXXX. I didnt realize that this was I in addition to my current loan. XX/XX/XXXX reach out to lender. Lender respond please pay your XXXX payment. XX/XX/XXXX reach out to lender. Respond call you in XXXX minutes. Lender informs me that the modification will have to be pay along with other debtors, I ask for a day to think about. XX/XX/XXXX I send email asking how much will monthly payment be and when will the payment start. Lender respond on XX/XX/XXXX with due XX/XX/XXXX at {$1600.00}. 
XX/XX/XXXX I receive an email from lender telling that I am required to pay an additional {$150.00} for an inside appraisal. Next requesting to know why the amounts on my XXXX dont match my XXXX, and their are XXXX tax refunds on my bank statements please show documentation. There is something truly wrong with this entire loan process. I asked the lender to refund my money for that fake appraisal that never should have never been done. Lender respond that money went to the appraisal company not us. I can close this file, I am requesting a full investigation on this company as to why they refused to close this loan and refused to refund my money. A FHA appraisal last for 120 days. They wanted an increased appraisal so they could receive more more money. This is dishonest!

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