Consumer complaint received 2023-12-02
Company: MORTGAGE SOLUTIONS OF COLORADO
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: An existing modification, forbearance plan, short sale, or other loss mitigation relief

Complaint:
Greetings, I have been having financial issues since XX/XX/XXXX and I could not make my XXXX payment for the first time since I have been with Mortgage Solutions since XXXX on XX/XX/XXXX I filed for bankruptcy and they were aware of that and they put me on modification. They assigned me an ally by the name of XXXX, he called me regularly and I also reached out to him regularly to see how the process was moving along, they approved the modification and in XXXX another gentleman called me and said that they needed more document from the underwriting team and I did not waste any time and sent them another application and all documents that they asked for in XX/XX/XXXX, I never heard back from them. I made a call to speak with XXXX and see if the other modification has been approved, but I could not find him and they told me it is with the underwriting team, I kept calling for the past XXXX months and no one can give me an answer, instead I receive XXXX letters saying that I missed the XXXX payment through XXXX of XXXX, now mind you we are in XX/XX/XXXX and no one reached to me and they use to call me weekly to check on my doing. XXXX my ally never called me since XXXX of XXXX early XXXX late XXXX to let me know that thank you for submitting everything and everything looks good. Now, on XX/XX/XXXX my bankruptcy got XXXX and Mortgage Solutions was on the XXXX letter as well my attorney also sent me a letter from Mortgage XXXX asking to do a modification or forbearance. 
Now, in XX/XX/XXXX, I received a phone call not from my ally which was XXXX, then XXXX, and now another young lady called me and told me that the underwriting team would not be able to continue with my XXXX XXXX XXXX that was approved by them and now they will not be able to continue due to XXXX liens that are on the property, first of all, that is a lie there is only XXXX by the HOA which should not be due to the fact they are included on my bankruptcy and the young lady says that I have a lien in XXXX when we closed on the property in XX/XX/XXXX. So I went online and got the information from XXXX XXXX clerks office and there is only XXXX XXXX and i also made contact with the attorney that the XXXX hired and explained to them and they understand. Now, if I could of been making payment for XXXX then I should of been able to also make my mortgage payment. 
Now, the only reason they want to stop the XXXX XXXX XXXX process, it is because i asked for assistance so I can be able to relocate my family so we dont become homeless and this is very unjust from XXXX XXXX very unfair that they will want to do this to us, after all the work and sending documents and writing letters. Our home was appraised for {$410000.00} in XXXX of XXXX and now they said that the appraisal is only {$370000.00} which is a joke, we invested a lot in the home by remodeling so how can the appraisal is now less then {$35000.00} that is insane. CFPB, we truly need help now please.

Company response to consumer: Closed with explanation