• Client Case Study

When a Lender Recommends their client goes to WhiteStar…

You Know You’re Doing Something Right

A real case where WhiteStar stepped in — because even the client’s current lender felt we were the best option.

It’s not every day a lender refers their own client to a mortgage broker. In fact, it’s a rare show of confidence — and a huge compliment to our team.

In this case, the client approached their current lender for help — hoping to restructure their repayments and ease financial pressure. While the lender couldn’t offer a direct solution, they did something remarkable: they referred the client to WhiteStar.

We weren’t the original broker and we have never worked with the client before, but the lender knew our reputation for solving complex situations and always putting the client’s best interests first.

A Word of Warning: When Doing the Right Thing Goes Wrong

This client genuinely believed they were being proactive and responsible.

They contacted their credit card provider and asked if the repayments could be lowered — just temporarily — so they wouldn’t fall behind.

But what they didn’t know is that this type of request is now commonly marked as “financial hardship” on your credit file. Once it’s on your credit file, it can stop you getting help from other lenders until the hardship listing has been removed or has aged a few months — even if your payments are up to date and you’ve never defaulted.

This is why it’s so important to talk to a broker first. We may be able to find a solution that prevents hardship from being recorded and protects your financial future.

The Situation

  • The client already had a mortgage but was struggling with $85,000 in credit card debt and $48,000 in personal loans
  • They were managing multiple repayments of upwards of $ 4400 per month and wanted to reduce financial pressure
  • They requested lower payments on one facility — which led to a hardship flag being placed on their credit report (a new reality many borrowers don’t expect)
  • They had not missed payments yet, but were on the edge of falling behind
  • Their credit file was at risk of further damage (defaults, arrears) if no action was taken
  • Their current lender couldn’t assist—but instead of turning them away, they referred them to WhiteStar

The client was feeling stressed and overwhelmed, unsure if any lender would now help!

The Solution

Kelly, one of our Senior Brokers stepped in and started doing what we do best. Finding solutions.  With years of experience and in-depth product knowledge, she assessed the situation and drew on her understanding of which lenders can work with hardship scenarios and how to position the application for the best chance of approval.

  • Kelly used her knowledge of lender policy quirks, product niches, and risk appetite to carefully position the application

  • Despite a hardship flag already on the client’s credit file, she identified a lender that could work with the scenario — with the financial hardship mark still on the file without being placed on a custom high interest rate.

  • All debts — including the mortgage, personal loans, and credit cards — were consolidated into one manageable facility

  • The structure was designed to restore control while protecting future financial options

The Outcome  

  • Minimum repayments were reduced by $1,522 per month, instantly easing pressure

  • The client avoided any further credit damage like missed payments or defaults

  • The refinance gave them breathing room, stability, and a much simpler financial setup

  • They walked away with no lingering short-term debts, and a plan they could manage

  • Most importantly — it was done before the situation spiralled, and it all started with a referral from their own lender

Our clients were so happy relieved with the solution. No more high-interest debts. No more juggling repayments.   Client Review

This is why our brokers love what they do. Complex doesn’t scare us—it motivates us.

It Doesn’t Have to Be Perfect — We’re Here for Real Solutions

When a lender refers their own client to WhiteStar, it speaks volumes. It means they know we’ll take the time, use our experience, and work hard to find the right way forward — no matter how complicated the scenario might be.

And while this was a complex case, many of our solutions are for everyday needs — like refinancing for better rates, renovating a family home, buying an investment property, or switching to interest-only repayments.

Whatever your situation looks like — messy, tidy, or somewhere in between — we’re happy to run the numbers, chat through your goals, and see what’s possible.

Chat with a WhiteStar Mortgage Broker today.

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