Consumer complaint received 2025-10-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: MORTGAGE SOLUTIONS OF COLORADO
State: CA

Complaint narrative:
Hello, We are filing a new complaint at advice of the XXXX VA, HUD XXXX XXXX XXXX and Pride Firm XXXX XXXX XXXX XXXX California, and have been asked to make the complaint public. We are an Immigrant, XXXX XXXX family who were affected by the fire season in California earlier this year. We have been working with XXXX and other organizations for several months on helping to get back on our feet and helping to repair structural, backyard adn toxicity level areas which were effected by the neighborhood fires. XXXX has sent several inspectors and has been very helpful in providing resources for support, and further programs and grants who can help us to make up for our mortgage delinquency. However, they need the support of our lender who has now been uncooperative and will not return our calls, and even referred us to their XXXX Department who is also not responding. We were originally working with agents XXXX, XXXX and XXXX XXXX who were extremely helpful and sympathetic of our situation- so this company does have some wonderful employees. However, once the VA sent us the link to fill out this form, the tone changed dramatically and we were sent to someone named XXXX XXXX and his XXXX Department who has not been helpful. They returned a communication to us again referring to us as " husbands '' ( attached ) which is completely irrelevant to our loan and we have asked many times to just be referred to as a Military Couple / spouses just like everyone else is and is standard language for the military and many other organizations. ) This was already after XXXX employee answered a call in XXXX and before even looking up our information, made a statement that he had " never before seen a male-male Same XXXX loan before and didn't know how to handle the situation ''. This is of course extremely inappropriate and instead of full exploring the situation, the lender continues to deny it. We have seen many other similar complaints of this lender online on here and a XXXX XXXX, and were hoping we would not be treated that way. We contacted the VA who requested that we be reviewed for a modification and were even presented with options and a payment plan, however after the complaint we were told to file was filed, the XXXX XXXX. has said we are NO LONGER BEING REVIEWED for a workout program. In fact, they even cited that we were required to full-time occupy our home for a year, which is adding insult to injury at the fact that we have stayed every day we possibly could other than when it was unsafe to be here and were evacuated to the nearest FEMA-endorsed hotel XXXX as well as having to temporarily stay with family our of state. We have provided all of this info. and receipts to the lender, and our contacts with XXXX and all the organizations who are trying to provide us with help, but CAN NOT due to the lender also reporting us as credit late during our forbearance, which they are not only not allowed to do but told us several times on calls and in emails that they would not and that anything reported would be corrected so that we could receive the government help, which is to be paid directly to the lender. However, as of today XX/XX/XXXX they have not done what they said they would and we are still being reported as " serious delinquency '' which is preventing us from obtaining any sort of support. We extended the forbearance and were confirmed and told via calls on XXXX, XX/XX/XXXX, XX/XX/XXXX and XXXX that that forbearance extension was in place. ( Calls also attached ). The phone rep even told us to mark the dates as XXXX to ensure that they would be in on time. Instead of acknowledging this and properly or thoroughly reviewing calls, they have now sent us letters from their legal department saying that we need to pay the ENTIRE LOAN BALANCE by XX/XX/XXXX ( tomorrow ), or that we will be foreclosed, which is completely unfeasible given out situation and now with the added complication of the government shutdown and pay furloughs. They have also cited to us that we are ineligible for Military or VA support, but they are unwilling to work with us on another plan, and WE ARE ABLE to start resuming payments this month however we cant even login to our portal or get through to the payment department as they have locked us out. We have left messages every day ( at request of the VA ) for the past 14 days, also attaching those phone logs. We are now receiving daily harassing notices from all sorts of lenders who have offered loand, refinances, etc. but we have no idea which if any are real as they have completely different loan terms than we do. And, we have been getting further info. from an employee who was kind enough to provide their cell phone that they have never before seen a client treated like this, that they also believed we were being discriminated against, and that the mortgage company is required to present us with workout plans and work with the government programs in this case, as this is exactly what they are designed for to help families like us in need. PLEASE help us to finally resolve this situation since they communication methods they are giving us are not responding and we now have this imposed deadline of XXXX.

Company response to consumer: Closed with explanation