Consumer complaint received 2023-08-27
Company: MORTGAGE SOLUTIONS OF COLORADO
State: AL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I refinanced my home in XX/XX/XXXXXXXX   and everything was perfect. XX/XX/XXXX, I received a letter stating that my Escrow account was low and that my mortgage would go up about {$400.00} per month for the next year to put money back into my Escrow account. I was not able to pay that so I called several times trying to find out what happened to the money. Finally, in XXXX, someone from Escrow told me that they had sent my insurance company over {$3700.00} in XX/XX/XXXXXXXX  and {$1900.00} in XX/XX/XXXX. I asked why but they could not tell me. I called the insurance company and they said that they had sent the {$3700.00} back to them in XXXX. The mortgage company said that they did not receive it. I went back to the insurance company and they said that they would have to check to see if it had been cashed and that would take some time. If it had not, then they would send it to me and I could get it to the mortgage company. During all of this time, I can not pay my mortgage because they do not accept partial payments and I do not have an extra {$400.00} dollars to put with the payment. I had never been late nor missed a payment until now. They told me that I could put in for a hardship and they would do something to help me with the payments. I put it in and gave them all of the forms they requested and they used the date of XX/XX/XXXX as the completion date. They called me twice a week giving me updates. I received a package from them about XX/XX/XXXX and I called them to see what did it mean. I was told that my hardship was denied and there was nothing that they could do. I needed to pay all the money owed asap. I was also informed that my mortgage payment was now only {$27.00} more and that was put in effect in XXXX, after they received the money from the insurance company! No one told me any of this before! I could have been paying my mortgage.I was the one who went back an forth between them and the insurance to rectify the situation, no one else at the company cared to do their job and investigate. I used to pay online and each month, I would go online to pay but I was not permitted. None of this would have happened if someone had done their job. I had to go back and forth with them and the insurance company to find out the problem. They did nothing but add more money to my payment and mess my credit report up. I could not even borrow money to pay them nor get a new HVAC unit because of the lates on my credit report. My a/c needs to be replaced but all I can do is pay several hundreds of dollars twice a month for freon because no one will give me a loan now that I have all of these late payments from my mortgage company. Can someone please help me. The mortgage company is Mortgage Solutions. I know that I owe for all of these months but I need time to pay it back and I don't think that these lates on my credit report is my fault. Please help me. Thank you and have a great day.

Company response to consumer: Closed with explanation