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Business Profile

Loans

Mortgage Solutions Financial

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Mortgage Solutions Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When I stopped the foreclosure of my house. I submitted sent in the paperwork for automatic withdraws from my account, it was signed and notorized. The automatic withdraws did not come out and the paperwork for that was thrown away. I have to been trying to get this issue fixed for the last 6 plus months. I don't have the money to pay what they want to get automatic withdraws turned on. I have tried loss mitigation with them again to get this issue resolved. People have claimed to try and find that missing paperwork which again was signed by me and notorized. I was denied loss mitigation because there was not 6 months of payments so I can get put back into it to get the issue resolved. I had some big expenses come up and I don't want my house going back into foreclosure. I have been making payments over what my monthly is. This has been an on going issue trying to get them to fix what shouldn't have happened to begin with. Which has become a mismanagement of my account issue.

      Business Response

      Date: 04/03/2025

      Please See attached for Response 

    • Initial Complaint

      Date:03/28/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mortgage Solutions transferred my mortgage from one dept to the other and it shows on my credit report that the one is closed and the other one never opened. being my largest contributor of credit history it is negatively impacting my credit report. I have called multiple times to be told that it is reporting. since I have contacted all three credit reporting agencies and they confirmed it is indeed not reporting. I am in business and I need my credit to purchase equipment, which Im having to at a much higher rate because of them directly. every time I contact them they said theyre working on it but nothing ever happens. Its been eight months and theyre just simply not reporting .

      Business Response

      Date: 04/10/2025

      Please see attached for the final response 

      Customer Answer

      Date: 04/14/2025

      [[BBB transcription via email]]

       

      Thank you for all your help. They have begun reporting to the **************

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently refinanced my home and the original mortgage company, Mortgage Solutions Financial of Colorado are giving me the runaround about getting me my escrow check which is between 4800 and 4900 dollars. I originally called to ask about it and I was informed that it was sent to my old address and I would have to wait until the check was returned to them before they could reissue the check. I called last week and was informed that they had received the check and would reissue another one. I called again Monday and was informed that the new check would be issued and I would have it no later than next week. I called again today and was told by another person that they couldn't reissue the check for 30 days to make sure the original check wasn't cashed. They have already gotten the original check back so how in the world would I be able to cash it? If I owed them that much money they would be beating my door down to get it, but when it's them owing me money they are dragging their feet and doing nothing but giving me the runaround. One person tells me I'll have my money no later than next week and today a different person tells me it will be 30 days. I need and want the money that is due to me but I'm getting nothing but a runaround and a migraine headache

      Business Response

      Date: 04/02/2025

      Please see attached for final response 

    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last year we did a trip payment period to reduce our interest rate. We made our payments, submitted the paperwork to the company that was sent to us months after our trial period ended. They lost the paperwork the first time. It took a month to get new paperwork in. We had to do this three different times. After they finally got the paperwork we found out that they were still using our out dated interest rate and we were making what they considered half payments, there were also payments that were missing according to them but we sent in bank statements to prove it was being paid on time every single month and they couldnt figure out where our money is going. We bought our house for ******* its saying our payoff as of today is *******! I cannot figure out why nor can I get a phone call back to try and get this settled out. We are trying to sell our home and we cannot get anyone close to looking at it because of what this company has done to us and were not transparent from the beginning. Are we being punished for the trial period for a lower rate? We did not know about this if this was the case. As first time home buyers we will probably never do this again. It has been a nightmare.

      Business Response

      Date: 04/04/2025

      Please see attached for response 

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made two payments for loan modification in November 2024 second payment was to be applied to December 2025 and was told it would be got a letter stating modification lapsed due to non payment called and talked to someone and was told it would be fixed and admitted the mistake was on their end its been 3 and a half months while we have continued to call and told we would get a call back and never do it still hasnt been fixed and weve been making the monthly payments and just got a letter stating we are in default

      Business Response

      Date: 04/01/2025

      [[BBB transcription via email, see attachment]]

       

      Response attached. 

      Customer Answer

      Date: 04/01/2025

       
      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

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to coordinate with my mortgage company since march of 2024 to assume my VA mortgage due to a divorce. I have been approved several times and they keep putting up road blocks to keep me from assuming it in hopes that I will refi it. I have told them several times that VA loans are able to be assumed as long as the party assuming the loan qualifies. They have told me 3 times now that I do qualify and am approved but refuse to close the loan for unknown reasons to me or reasons that are not valid. The last reason they gave is because I am only one on title. I tried explaining to them that I recently filled a quit claim deed to remove my ex per the divorce and court order. They have proved to be impossible to work with and I just want my loan assumed as I have been approved several times

      Business Response

      Date: 03/21/2025

      Please see attached for Complaint response.

      Customer Answer

      Date: 03/24/2025

       
      Complaint: 23047573

      I am rejecting this response because:

      The incompetence and the amount of effort that has been put forth on the companies part is baffling.  Its completely unacceptable and anyone with a brain can see the facts.  You cant even look at the file and give an answer that makes sense.

      I was approved all last year for the assumption.   Due to my ex husband refusing to sign a purchase agreement and the quit claim deed, I was unable to close.   Why a purchase agreement is needed for an assumption makes no sense.   

      Fast forward to this year, yes I was not able to qualify any longer on my own.  I let you know that I was remarried and asked you to change my name on the loan.   Then I asked if you could put my new husband on the loan.   We again qualified for the loan and were approved but were given a ridiculous answer for why it could not close.  An assumption is allowed during divorce. Part of that is a quit claim and removing my ex husband.  Using part of the process of an assumption and removing my ex husband from the deed and using it as reason of denial is beyond ridiculous.   

      Lastly I would like point out that the reason on the denial that we received does not match your response or the one the underwriter gave us.  So whats the true reason? Other than you want us to refi? If you took two seconds to look at the file it would be closed already. If you looked before your response you would see the name of my husband on the loan is not the same as my ex husband that signed the purchase agreement.  If anyone at the company would do their job and look, this wouldnt be an issue.  You guys are clearly not doing whats right for your customers and should be fined or not allowed to do business any longer.   

      Sincerely,

      ****** ********

      Business Response

      Date: 04/01/2025

      Please see attached for response 

    • Initial Complaint

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife and i are veterans and we are tax exempt. We have furnished documents from our state and school district that state we are exempt and provided this numerous times. In attempting to address this issue with the company, they provide no assistance. Paying over 600 dollars a month, each month for something we are exempt from.

      Business Response

      Date: 03/06/2025

      Please see attached for response. 

    • Initial Complaint

      Date:02/16/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Mortgage Solutions Financial service stated they transferred my loan . They have not reported to the credit bureaus Experian, Equifax and ********** since July of 2024 . I have never been late on any payment. I received a letter from the VA Home Loan Guaranty that Mortgage Solutions reported to them that I am behind on my Mortgage . This has effected my credit and ability to get another VA loan if this is not fixed ASAP! Please help get a resolution

      Business Response

      Date: 02/24/2025

      Please see attached for Complaint response 

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They sold my information to a third party without my permission. They are not allowing me to access my information. They are not reporting my information to the credit bureaus like they are required to.

      Business Response

      Date: 02/24/2025

      Please see attached for response 

    • Initial Complaint

      Date:01/30/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid my loan off and it has been over 30 days and I have not received my escrow balance returned. They refuse to accept my calls.

      Business Response

      Date: 02/10/2025

      please see attached for our complaint response.

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