Consumer complaint received 2026-04-22 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: AL

Complaint narrative:
I am submitting an updated complaint regarding Mortgage Solutions Financial based on additional information obtained following my prior complaint, subsequent correspondence, my Qualified Written Request ( QWR ), and multiple recorded communications with the servicer. Since my prior complaint, I received correspondence dated XX/XX/XXXX stating that a complete financial package had been received and that foreclosure proceedings had begun. I disputed both statements, as I did not submit a complete loss mitigation application at that time and did not receive any foreclosure notifications. My XXXX XXXX XXXX has also confirmed that they were not notified of any foreclosure activity. There are significant inconsistencies regarding the handling of my account and loss mitigation efforts : Loss Mitigation Misrepresentation and Failure to Initiate Review On XX/XX/XXXX, I contacted the servicer to pursue loss mitigation. During that call, my information was collected and I was told that a new loss mitigation package had been initiated. However, when I followed up on XX/XX/XXXX, I was informed that my file had been flagged as no loss mitigation and that what had been done on XX/XX/XXXX was not considered an actual loss mitigation review. I was told there was nothing that could be done at that time. During that same XX/XX/XXXX interaction, I was told that my account had only been reviewed for loan modification twice. However, during a subsequent call on XX/XX/XXXX, a representative described multiple prior loss mitigation attempts, including several trial payment plans and repeated modification activity. These statements directly contradict XXXX another and raise serious concerns regarding the accuracy of the servicers records and representations. Foreclosure Notification Not Substantiated The servicer maintains that foreclosure notices were sent ; however, during a recorded call, the representative could only reference a single letter allegedly sent on or around XX/XX/XXXX and could not confirm delivery or receipt. No documentation has been provided to substantiate compliance with required notification procedures. XXXX XXXXXXXX XXXX Not Notified The servicers written response claimed that applicable XXXX coordination protocols were followed. However, during recorded conversations, representatives stated they were unsure whether the VA is notified of foreclosure activity and could not confirm that any notification was sent. My XXXX XXXXXXXX XXXX has confirmed that they have not received such notification and that they regularly monitor my file. Emergency Bankruptcy Resulting from Lack of Notice As a result of these inconsistencies and lack of clear notification, I was placed in a position where I had to file an emergency bankruptcy in XX/XX/XXXX to prevent a foreclosure sale that I had not been properly notified of and which was scheduled to occur the following day. Inability to Identify Complete Financial Package Despite stating that a complete financial package was received on XX/XX/XXXX, the servicer was unable during a recorded call to identify the specific documents that make up this package, including when they were received or how they were submitted. Conflicting Account Status The XX/XX/XXXX correspondence suggests an application is under review, yet during a call I was informed that my account is not under review because I have already been approved for a trial payment plan. This inconsistency has not been explained. Document Handling and QWR Response Failure I have confirmation from the United States Postal Service that my Qualified Written Request ( QWR ) was delivered to the servicer. Despite this, I have not received a clear, itemized, and responsive answer addressing the specific issues raised. The prior response provided was excessively long and did not directly address the questions presented. Payment Increase and Financial Impact The servicer confirmed that foreclosure-related fees and a rate increase were incorporated into loss mitigation calculations. As a result, my monthly payment has increased by approximately {$800.00} since closing in XX/XX/XXXX. Given the inconsistencies and acknowledged communication failures, I am concerned this increase is directly tied to errors, delays, and improper handling of my account. Recorded Statements and Documented Impact The servicer maintains recordings of customer calls. During XXXX such recorded interaction, I informed the servicer that the stress associated with the handling of my account had escalated to a crisis level and significantly impacted my mental health. As a XXXX XXXX XXXX veteran with documented XXXX XXXX XXXX, this reflects the serious and measurable personal impact of the ongoing inconsistencies, lack of clarity, and failure to properly manage my account. Accessibility and Clarity of Servicer Response As a XXXX XXXX XXXXXXXX veteran with documented XXXX XXXX XXXX challenges, I was unable to reasonably review or understand the servicers prior response without assistance due to its length and lack of organization. I am requesting that future responses be provided in a clear, structured, and accessible format that directly addresses each issue raised. Pattern of Repeated Foreclosure Activity The servicer has described multiple cycles of foreclosure initiation, cancellation, and reactivation tied to loss mitigation activity. This pattern raises concerns regarding the consistency and accuracy of account handling. Current Status During my most recent call, the representative confirmed that foreclosure activity is currently suspended due to my account being in loss mitigation and that no foreclosure sale is currently scheduled. At this time, the servicer has provided explanations but has not provided sufficient documentation to support its claims. I am requesting : - Copies of all foreclosure-related notices, including dates sent and method of delivery - Documentation showing whether and how my XXXX XXXX XXXX was notified - A complete copy of the alleged financial package and a full document log - A clear and consistent timeline of foreclosure activity, loss mitigation actions, and account status - A detailed breakdown of how my monthly payment increased, including all fees, rate changes, and calculations- A direct, itemized response to my Qualified Written Request - Review of all recorded calls to verify statements made regarding my account - A clear, structured, and accessible response format addressing each issue raised There remains a clear discrepancy between the servicers written claims, verbal statements, and documented account activity. I am requesting a complete, evidence-based, and clearly structured response addressing these issues.

Company response to consumer: Closed with explanation