Consumer complaint received 2021-01-30
Company: United Shore Financial Services, LLC
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
United Wholesale Mortgage # XXXX XXXX XXXX, Associate XXXX XXXX ok 'd a 3 month deferment payment program, phone XXXX ext XXXX UWM. XXXX I made call to UWM and told there are no late charges, modification mortgage assistance, insurance, and partial payment ok but not required.Started XXXX, XXXX and XXXX. XX/XX/XXXX I asked if this contract could be in writing for me. ( new Dedicated Loan Specialist XXXX XXXX contacted ) never received Forbearance contract. % XXXX received statement from UWM showing my payments were over due, calls made but no return calls. Multiple calls no return calls. On XX/XX/XXXX I made another call and reassured and told I could extend the program 6 more months. I agreed as had major expense on auto and repair on home. I was told I would receive information on repayment plan, no late fees and the the forbearance amount would be added to my mortgage I am to let UWM know when I want to resume payments on my mortgage. I never received anything in writing and statement shows delinquent. Called UWM, connected with a XXXX, I questionedPartial Claim Loan back into loan? I asked for and told a letter to follow. NEVER got a letter. On XX/XX/XXXX I have a new dedicated Loan Specialist, XXXX XXXX. I called her XX/XX/XXXX @ XXXX to let UWM know I would make a mortgage payment, {$1100.00} on XX/XX/XXXX. No return call. I call again, I have a new, Dedicated Loan Specialist, XXXX XXXX, I let him know I made payment. No comment or correction from him. Payment returned to my XXXX  XXXX XXXX account on, XX/XX/XXXX. Sick with worry now. Several calls made to XXXX when connected, XXXX said my payment was returned because I did not do the paperwork. I told him I did not get any paperwork! 
On XX/XX/XXXX I received a packed dated XX/XX/XXXX. I was told to sign, notarize papers and send back air mail. I let them know the dates on packet were wrong and sent packet on XX/XX/XXXX. Now I'm waiting for response to know when to make mortgage payment. Again numerous calls to XXXX and left concern on payment etc. I look in UWM web page and find complaint department and call that number and I get XXXX and is supportive and concerned over what I have gone through I told her I'll fax my notes to her. She doesn't have her own fax but she'll get it if I put her name in it, Her # was, XXXX. I review cover letter on packet and see I am not accepted in any program, modifies or??. Also, {$11000.00} is due!!! I again and again make numerous calls finally get XXXX responses, He talked about the forbearance, would I like to go back on it. " It sounds like you can't make your payment ''. I said NO! He said ok you pay me now over the phone, {$1600.00}. I told him I just paid all my bills and can give you half and the other next day or two. I asked him what my, XXXX payment would be and he said {$1200.00} and asked what were the other payments for and he said that well take care of XXXX and XXXX. On that same day I sent via XXXX, {$820.00} and after borrowing some money the remainder of, {$820.00} was sent off the next day. " This is were he made the comment sounds like you can't make you payments do you want to do the forbearance ''. The whole conversation was so stressful and confusing, to me he was talking in circles. ( this is out of sequence but on XX/XX/XXXX I emailed my concern to, XXXX. I never heard back from them XXXX XXXX XX/XX/XXXX & XXXX, both {$820.00} checks were returned to XXXX.! XXXX I'm making calls to XXXX XXXX leave message of concern. My 4th call I ask to speak to supervisor, XXXX calls me back. Why checks returned???. They went in wrong account. I have to pay over the phone directly to XXXX so right then and there I pay the total, {$1600.00}, for XXXX XXXX XXXX over the phone to XXXX and told to pay XXXX payment on XXXX to him over the phone. Well I now see the mortgage payments are going on the forbearance loan not my mortgage. I left XXXX information of this entire transaction and feel I would do anything to save my home. I bought this home XXXX. I am a XXXX year old XXXX that had to quit work in XXXX due to illness. 
I want a regular mortgage and the forbearance part added to original mortgage like I was promised. 
What did I learn?? There was unprofessional contact with me calls not answered, nothing in writing, dropped from program when they didn't send out papers. Mistakes pointed out. Ignored to the point where I feel their only interest is obtaining my home.

Company response to consumer: Closed with explanation