Consumer complaint received 2021-11-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: MORTGAGE SOLUTIONS OF COLORADO
State: FL

Complaint narrative:
greetings, this is the second complaint against this company Mortgage Solutions of Colorado, the first one got resolved because I wrote a complaint to the CFPB for help. Now, I had a water claim that was resolved asap by my homeowner insurance XXXX by the way which is excellent at handling my claim fast due to my health condition being a XXXXXXXX XXXX and they also knew that I am going out of the country. So XXXX XXXX XXXX from XXXX the claim examiner got my claim resolved fast and I received the check within three days when they told me that it would take 5 to 10 days, so happy for the way XXXX handle my claim. 
Now, before I got the check I called mortgage solutions to let them know that I will be sending a check that I will need asap to be endorsed and sent back to me please because I have an emergency and that I have the workers ready to start work asap. I also told them that I can not be going back and forth upstairs using the bathroom due to my XXXX XXXX and XXXX, that bathroom in my master bathroom was built by the VA for me with the HISA grant after I purchase the property, it unfortunate ii had a major leak and I paid to fix for the leak out of my pocket to stop any further damages which are why also I got my claim resolved in such a smooth manner. 
I spoke with an agent by the name of XXXX, she was very kind and professional she gave me all the information that was needed to get the check endorsed and get it back within two days. she told me that not to sign the check-in the front of the check find any blank place and write this following tracking number XXXX and she also provided me with the address to send the check. On Monday, XX/XX/2021 I sent the check via XXXX overnight in the amount of {$50.00} and they received it on XX/XX/XXXX at XXXX XXXX  and it was signed by XXXX XXXX. now the two days I should have received the check back on the XX/XX/XXXX but since it was veterans day ok, it should have been Friday, XX/XX/XXXX, or Saturday, XX/XX/XXXX which is the date that I am writing the complaint. 
I have made numerous calls were on Wednesday, XX/XX/XXXX I spoke with a supervisor that told me that I should receive the check endorsed the following day, I called on Friday four times and spoke with four different agents and one supervisor and they said that they are waiting for the corporate office to approve the check, but when I call the corporate office they said that they don't have it and it has nothing to do with them. 
I will like to know why a mortgage company is making it so difficult when the insurance companies are usually the ones that make it hard for homeowners, I don't know why this company does that to the military family it is shamed and unjust and just sad. They have so much company involved with a check that it doesn't make any sense, I sent the check to the money source, then the supervisor says thank you for reaching out to the citizens. wow, I just don't know CFPB please help.

Company response to consumer: Closed with explanation