ComplaintsforMortgage Solutions Financial

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Several times over the past year and a half, I have made mortgage payments via bank wire with no issue. However, there is a wire transfer made that was not credited to my mortgage account. I called *** to explain the situation and gave all the information regarding the missing payment. I was later told that *** had recently undergone a "processing bank change" and that a wire would either be made back to me for the amount missing so I could pay again, or the amount would be credited to my account. It has been months since I have received an update on this. I continue to have to call in to make payments because the portal shows I am a month behind. Although I have been told specifically that I would not incur late fees, a late fee is assessed to my account. Additionally, I receive letters in the mail stating that my account is late. When I call to make my payments, the service *** can see that there is a "missing payment investigation" but can provide no update. The details of the missing wire are as follows: USAA Conf# ***************, Amount $1,183.73, Sent to Servbank SB (routing #*********, account ending in 0784), OMAD/**** 20240719K4B74R1C000534/0719GMQFMP0100972907191005FT03, Comments: Mortgage Loan Number **********. I would like the resolution of crediting this wire to my account and the removal of the late fees that I was told I would not incur.

  

  Business response

  10/28/2024

  
  

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  09/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After initiating a mortgage inquiry in July, I was in communication with a loan officer. Documents were submitted, including an underwriter rebuttal. The last contact I received from this company was on July 9th. I sent two follow up emails on August 2nd; one of which includes the underwriter rebuttal statements. Two additional emails were sent on August 20th and August 26th. No response was ever received from the loan officer on any of these. I have also received no written communication from the business whatsoever regarding the status of my mortgage application. I was, essentially, ghosted by this company ************* notice of intent to withdrawal, denial of my application, or any Federally required credit inquiry information has ever been provided to me on this.

  

  Business response

  09/20/2024

  September 20, 2024
  
  
  Better Business Bureau of Southern Colorado
  ****************************
  **************************************
  
  Re: Complaint ID ********
         *********** *****
  
  
  To Whom It May Concern:
  
  Mortgage Solutions of Colorado, LLC dba Mortgage Solutions Financial (MSF) is in receipt of the complaint filed by *********** ***** (the Applicant) with the Better Business Bureau (BBB), received by MSF on September 15, 2024. The Applicant claims that he initiated a mortgage inquiry in July and was in communication with a loan officer and that the last contact he received from the company was on July 9, 2024. He further alleges that he sent follow up emails on August 2nd, August 20th and August 26th for which he never received a response or any documentation that supports any action taken on his inquiry.  
  
  Upon receipt of this complaint, *** conducted a thorough review of the file and determined that on July 3, 2024, an inquiry was made by Mr. ************ The assigned loan officer has provided a copy of the call log which documents that she attempted to reach the applicant on July 5, 2024, at 10:07 a.m. MTN time, and two additional calls on July 8, 2024,at 3:13 p.m. and 4:17 p.m.  The 4:17 ******** confirms a fifteen-minute conversation with the applicant at which time the loan officer advised Mr. ***** that financing a home for him at this time would not be possible.  Following this conversation a Statement of Adverse Action was mailed to Mr. ***** to the address on record.  
  
  At MSF, we value our customers and are committed to providing clear communication.  While we believe we have fulfilled our obligations in this matter, we appreciate Mr. ***** calling this to our attention.  MSF strives to exceed customer expectations with every interaction, and we regret that wasnt the case in this instance.
  
  Sincerely,
  Mortgage Solutions Financial ******************** Team

  Customer response

  09/20/2024

   
  Complaint: 22288455
  
  I am rejecting this response because:
  

  I received an email on July 9th at 11:19 CST from the company that included a credit letter of explanation document for me to fill out. This was sent AFTER the phone call where I was supposedly told that financing would not be possible. This document was returned via email on August 2nd. 

  I'm not sure what address is on file other than the one that was provided, because I have not received any notices or letter from the company by mail. If this company is doing business under a different name or is sending correspondence with a different company name, I was not aware of this, but have received no mailings from Mortgage Solutions Financial. 

  If correspondence is sent with an alternative business name, notify the consumer of that. And if there is no intent to continue the process, do not have your officers send documents for applicants to complete and return. Mortgage Solutions Financial came highly recommended, however I would have no plans to ever attempt anything with this company in the future. 

  No response is needed at this point, as I do not wish to continue this discussion. My concerns have been voiced and documented, and I would hope that *** takes steps to ensure better customer communication in the future.

  

  Business response

  09/24/2024

  September 24, 2024
  
  
  Better Business Bureau of Southern Colorado
  ****************************
  **************************************
  
  Re: Complaint ID ********
         *********** *****
  
  
  To Whom It May Concern:
  
  This letter is submitted on behalf of Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (MSF) in response to Consumer Complaint No. ******** filed by Mr. *********** ***** with the Better Business Bureau on September 15, 2024 (the Complaint) and the subsequent rebuttal submitted by Mr. ***** following MSFs original response (the Rebuttal).  MSF has carefully reviewed both the Complaint and our initial response.  While we believe our original response addressed the concerns raised by Mr. ****** we are committed to resolving this matter. 
  
  While Mr. ***** has stated that a response is not needed to his rebuttal,MSF will contact Mr. ***** directly to provide him with further clarification on the companys processes which appears to have caused some confusion.
  
  At MSF, we value our customers and are committed to providing clear communication, and regret that wasnt the case in this instance.
  
  Sincerely,
  Mortgage Solutions Financial ******************** Team

• Initial Complaint

  08/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dispute with Mortgage Financial Solutions is they incorrectly reported my mortgage as closed to Equifax and Transunion causing my credit score to drastic decrease. On August 2, 2024 my credit score decreased 80 points on Equifax from 695 to 615 because my account was incorrectly closed on July 1, 2024. On August 3, 2024, my credit score decreased 74 points on Transunion from 683 to 609 because my account was incorrectly closed on July 2, 2024. I am attempting to purchase a vehicle and was told that I would not qualify with my credit scores as currently listed at 615 and 609; however, I would qualify with my corrected scores of 695 and 683. I contacted Mortgage Financial Solutions at ************ on August 13, 2024 and was told that over ***** lenders were affected by this issue and that there is nothing that they can do to immediately correct the issue. I was told that it should be corrected the next time it is reported to the credit bureaus. One month is a long time to wait and an undue financial burden to rent a vehicle until I can purchase one when my credit score is corrected. I am paying $50 per day to rent a vehicle. $50 for 31 days is $1550. I am seeking compensation for the amount of $1550 due to the undue financial burden and stress placed on my family because of the negligence of Mortgage Financial Solutions. Thank you,

  

  Business response

  09/03/2024

  September 3, 2024
  
  
  *******************************
  **********************************************************************************
  CC: ************************
  
  RE:     Consumer Complaint Review Loan # **********
  
  ****************,
  
  MSF Servicing, a division of Mortgage Solutions of Colorado,LLC (MSF) is in receipt of the complaint you submitted to the Better Business Bureau on August 18, 2024. The complaint is regarding the credit reporting associated with the mortgage loan.
  
  You stated that your loan was reported closed as of July ******. After reviewing the mortgage loan file, our records reflect MSF started servicing this loan directly as of July 2, 2024. All previous credit reporting was completed by the sub-servicer, ServBank. As such, the loan should reflect as service transferred to MSF.
  
  Please note, the reporting you are referring to would have come from the prior sub- servicer ServBank. In order to dispute any credit reporting they completed, you will need to contact them directly or contact the credit bureaus directly to dispute any errors related to the reporting they furnished.Please note, how a credit score is calculated is determined by the credit reporting agencies.
  
  We are providing the contact information for the Credit Bureaus below.
  
  
  
  
  
  At MSF, we strive to exceed our customers expectations with every interaction,and we regret that wasnt the case in this instance. If you have any questions,feel free to contact one of our **************** Agents at **************,Monday through Friday, 6 am - 7 pm MT, and Saturday 8 am - 12 pm MT, excluding major holidays.        
  
  Sincerely,
  MSF Servicing ******************** Team

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been requesting my escrow refund/overage that was supposed to be sent to me in March. I have not received my escrow refund and have called for months to get assistance, but keep getting pushed around to different departments with no real resolution. Mortgage solutions owes me an escrow refund of over $1,600 by which the latest was the money would be sent via check July 25th. The accounting within my portal shows that the check still has not been cut due to the balance. I am requiring my money to be sent immediately to avoid legal action being taken against Mortgage Solutions.

  

  Business response

  08/15/2024

  August 15, 2024
  Mr. ************************
  RE:     Consumer Complaint Review Loan # **********
  ********************,
  MSF Servicing, a division of Mortgage Solutions of Colorado,LLC (MSF) is in receipt of the complaint you submitted to the Better Business Bureau on August 1, 2024. In your complaint, you are requesting assistance with obtaining a refund of the escrow surplus.
  
  Upon receipt of this complaint, MSF conducted a thorough review of the loan and determined the last Escrow Analysis was completed on 03/28/2024 showing a surplus in the amount of $1,364.63. At the time of the escrow analysis, the loan was delinquent.
  
  Escrow surplus refunds are not issued on a delinquent loan.If the servicer does not receive the borrower's payment within 30 days of the payment due date, then the servicer may retain the surplus in the escrow account pursuant to the terms of the mortgage loan documents and applicable regulations. Enclosed you will find a copy of the escrow analysis statement from 03/2024 along with the Certified Funds Warning Letter mailed on May 6,2024.
  
  At MSF, we strive to exceed our customers expectations with every interaction. To help resolve this issue we do show that you have been in contact with our *************************** and an agreement was reached that if the payment is made on time for August, we will issue a refund.
  
  MSF would like to sincerely thank you for your service to our country and apologize that you felt MSF did not live up to your expectations for your VA loan. We commit ourselves daily to serving our countrys heroes and regret we did not meet your expectations as the servicer of your loan. If you have any questions, feel free to contact one of our **************** Agents at **************, Monday through Friday, 6 am - 7 pm MT, and Saturday 8 am - 12 pm MT, excluding major holidays.         
  Sincerely,                                                              
  MSF Servicing                                                           
  Correspondence Team                                               

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I keep getting mail that appears to say I'm behind in my mortgage payments or that I'm getting a check (voucher) or a Final Notice. I've asked to be removed from their call and mailing list that I am NOT interested but they keep sending me scam mail that looks real. I called to tell them if they don't remove me I will report them to which she threatened to report ME.

  

  Business response

  08/12/2024

  See attached response. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has a customer portal where they send all of their customer correspondence. Nothing is sent via mail. The portal is their main means of communication. With no warning outside of the portal, they increased our mortgage payment by almost $900 a month with no warning, causing us to fall behind, because our mortgage was already very high, and this was just too much. In the ensuing months, my husband and I are making payments from different accounts to ensure our ********************** is paid. On June 28, they failed to apply both payments made, and an entire payment, plus over $800 is sitting in our unapplied balance portion of our account, not applied to our mortgage balance as a payment, 26 days after it was made. I called the number listed on the statement this morning to get the funds applied. No one in the call center can apply these funds. They would not allow me to speak to a supervisor. No number is provided for someone who can apply these funds. A "task" was added so that the anonymous party who can effect change on our account will credit the funds, "within 48 hours". This company is dishonest and out for the consumer. Zero operational competence, customer service or basic accounting is being done. I want my mortgage payment reduced to the previous amount and I want my credit reporting to reflect on time payments since March 2024.

  

  Business response

  08/08/2024

  To Whom It May ********************* find the attached response to complaint ID # ********.

  Thank you,

  MSF ******************** Team

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to contact Mortgage Solutions Financial since June 2024. This is the company that hold my Mortgage. The website and phone number do not work. I never received any information by email or mail or phone call notifying me of any changes to their contact information.I am trying to contact Mortgage Solution to request a modification due to job loss. This is very stress that I am trying to contact and not able to reach anyone for help. I finally was able to find a phone number and website online as of 7-16-24. I called new number ************ when I I select option 1 for customer service I get disconnected. The website does not have any information for consumer assistance. So I am back to where I started with no help with my Mortgage. Please assist with this urgent matter, I want to keep my home.Thank You

  

  Business response

  07/23/2024

  To Whom It May ********************* find the attached response and accompanying documentation for complaint ID #********.

  Thank you,

  MSF ******************** Team

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage Solucion Financial, gave me a mortgage payment of $2,900 a month but at the end the payment was $3,093.00 wich is $193.00 more a monthly for 30 years and this something ******************************* MLS ******* lie to me and make sign with lies.

  

  Business response

  06/05/2024

  To Whom It May ********************* find the attached complaint response to complaint ID: ********.

  Thank you,

  MSF ******************** Team

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 16 I called and was told due to taxes and insurance going up my monthly payment went up. The guy I talked to told me I wouldnt have to make any additional payments cause they would use money from my account to cover it all I would have to pay 289 to cover **** Before I ended the call on may 16 I asked the guy three times if I was covered for ***** and may he told me yes and my next payment would be for **** I called today and the supervisor told me even if thats what was said it was not correct and I would have to pay again for ****

  

  Business response

  05/31/2024

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Feb 26, 2024, my home was burned down due to a neighbor's negligence. This fire caused my home to be a complete and total loss. I had worked with the insurance and builders to get ready to begin the rebuild of my home. Everything with my insurance company and the builders was SEEMLESS. When I obtained the check from the insurance company, I reached out to Mortgage solutions insurance claim team to obtain all of the steps required to make sure things went smooth. Mortgage solutions is filled with liars and thieves. I the received my check on April 12th, 2024. they TOLD ME, "Nothing else is needed from you will receive 25% of the funds equally 88k in about 7 business days". THAT NEVER HAPPENED. I called them back multiple times each time with them telling me nothing was needed from me that wasn't on the to-do list on Insuranceclaimcheck.com. They NEVER contacted me never sent me any letters or anything on what this process with them consists of. If I don't call them, they don't say ANYTHING. They this week told me that now BUILDING PLANS are needed for this process. it's almost going to be a month since they pocketed MY money and NOW, they are saying that is needed. they also say that actually the cap to release funds is only 10k. 10k gets a builder NO WHERE when building a home! They told me I needed to have the builders send a payment schedule so they can get paid. I had my builders call in (and yes, I had paperwork sent in giving them authorization to speak on this situation). When they called in a day after I tell them about needing a payment schedule, they were told, THAT WAS NOT NEEDED. This company is operating in bad faith. They are withholding funds possibly, to gain interest from money that is to be used to rebuild my home. In SC the law requires a mortgage company to provide in writing all of the requirements of release of funds in a situation like this. They have failed to do so. I've lost everything I own, and this company is stealing the rest. RUN

  

  Business response

  05/15/2024

  To Whom It May ********************* find the attached response to ******************** complaint.

  Thank you,

  MSF ******************** Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩