Consumer complaint received 2020-09-30
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I requested forbearance of my mortgage loan with United Wholesale Mortgage ( UWM ) in XX/XX/2020, following the passing of the CARES Act to address issues related to the COVID-19 pandemic. Shortly thereafter, I received a letter from UWM, dated XX/XX/2020, stating that our forbearance plan would begin on XX/XX/2020 and continue through XX/XX/2020. If we did not request a repayment plan, loan modification or extension of the forbearance plan on or before XX/XX/2020, payments would re-commence on XX/XX/2020. 

On XX/XX/2020, I contacted UWM by phone requesting that my loan be brought out of forbearance by debiting my bank account the full amount then due. On XX/XX/2020, UWM confirmed via the UWM online message center that they would debit my account and bring my loan current ; however, that did not happen. E-bills state that the payments were reversed due to insufficient funds ( NSF ) but that is incorrect and I have account statements to evidence the same. Subsequently, I made similar calls and/or electronic communications through the UWM online message center ( and received similar feedback from UWM ) on XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, and XX/XX/2020. However, despite these multiple calls and/or communications, my payment has not accepted and my loan continues to be under a forbearance plan. 

On XX/XX/2020, I wired the deferred payments ( in the amount of {$10000.00} ) to UWM. On XX/XX/2020, I was told by a UWM representative by phone that my payment made by wire had been received and I would receive an electronic letter by XX/XX/2020 that my loan was out of forbearance and in good standing. On XX/XX/2020, I did not receive such letter so I called UWM again on the afternoon of XX/XX/XXXX and was told my payment was suspended and had not been applied to my account and was pending supervisor approval. I called UWM again on XX/XX/XXXX and twice on XX/XX/XXXX. On the XX/XX/XXXX and XX/XX/XXXX phone calls, I was told a manager would call me back to discuss the issues with applying my payment. To date, a manager has not called me back. 

In addition to the foregoing, commencing in XXXX, UWM started to charge me late fees although UWM refuses to accept my payment of {$10000.00} and bring my loan out of forbearance. 

At this point in time, I have spent approximately 20 hours on the phone and/or online with UWM. This has caused me, and my partner, an immense amount of stress. Further, my partner and I have lost several opportunities to buy a home because we can not obtain financing while the UWM loan is in forbearance.

It is critically important that my payment be applied to my loan no later than XX/XX/2020 and that my loan be brought out of forbearance on XX/XX/2020. We have requested multiple times that UWM address this issue immediately by ( 1 ) applying my {$10000.00} payment to my account, which brings the loan current through XX/XX/2020, ( 2 ) removing all late fees, and ( 3 ) removing the loan from forbearance and providing written evidence of the same. To date, none of the foregoing have occurred.

Company response to consumer: Closed with explanation