Consumer complaint received 2025-01-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: MORTGAGE SOLUTIONS OF COLORADO
State: GA

Complaint narrative:
The first time Mortgage Solutions said our loan was sold/transferred and then for 3 months we continued to make payments to them because they said it was not transferred. Then we received notification that we were in default, so we reached out to them, and we continued to make payments and came to find out they were not applying our payments to our loan. After not getting any help from them and after they threatened to foreclose and the fact that we have never missed a payment so we contacted the VA who interceded and the only way that they could help us even though they had the money in house, they took {$60000.00} off the face of the loan and made it a second mortgage which we werent made aware of it until a year later. 
So now its happening all over again. In XXXX of XXXX, we received an alert from our Credit bureaus monitoring service letting us know that our Mortgage had been paid off. So, we contacted Mortgage Solutions as to what was going on because we were also calling to make our monthly payment. We were told that the account was not sold and that they had terminated the contract that they had with a third-party service company named PHI because they were displeased with their services. They told us that when PHI left, they had messed up a lot of their customers loans and unfortunately, we were one of them.

We asked Mortgage Solutions to make the corrections that were being reported to the credit bureaus and make a comment that it was their error and fix the corrections that showed that we had not paid our loan off and that we have never missed a payment. Mortgage Solutions said that they could not, and we asked them why not and they didnt have an answer and told us that we would have to contact the credit bureaus ourselves. So, we filed a complaint with the credit bureaus and explained to them what was going on and they did nothing but report that it was paid in full. They also posted that it was Transferred/Sold but doesnt mention who the other company is that it was supposed to be Transferred/Sold too. We have been going back and forth with Mortgage Solutions, and they keep saying that the reporting is wrong, that it was not sold and that we have never missed any payments but they can not explain why there is no report of us being with them and still making payments to them and it is not being recorded with the credit bureaus and they never have an answer. This is affecting some major business transactions that we are dealing with. 
On top of that we were affected by XXXX XXXX. They put us in forbearance in XXXX of XXXX and we were to have brought the account current by XX/XX/XXXX. From the time we made those arrangements with them every week and even a few days within the weeks we received collection calls and letters threatening us. One day we received 5 letters from them threatening us. We even received a letter from the VA saying that we were behind and that we were in default on our loan and that we were in danger of losing our home. How is this possible and when we are in forbearance? They didnt even make that comment on our credit reports that we were in forbearance either. There is absolutely nothing being reported from Mortgage Solutions. 
Because we didnt get anything resolved with Mortgage Solutions , we contacted our US Senator Jon Ossoff who contacted our Representative at the VA and handed it back over to her. She informed us that they did reach Mortgage Solutions who are still not correcting the comments on our credit bureau and showing our monthly payments to them. Since then, we lost our son on XXXX. So, they extended forbearance because of that. We did make a payment last year and will have the payments current by the date they told us too but, there has been no reporting of payments since XXXX of last year and we didnt get on the first forbearance until XXXX of XXXX. We have been looking for an attorney. We need some answers. We need help please! Oh and one more thing that are always changing their name. Mortgage Solutions, Mortgage Solutions of Colorado XXXX Mortgage Solutions Financial and we forget the other names that has been attached to Mortgage Solutions. It certainly has been a roller coaster with them.

Company response to consumer: Closed with explanation