Consumer complaint received 2023-10-29
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
This is my XXXX complaint regarding the same issue because United Wholesale Mortgage did not abide by what they agreed to do in their response to my original CFPB complaint nor did they provide me with the requested documentation so that I can resolve this issue myself with the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. They did not address my delinquent tax bill that they said they paid, but refuse to provide me with proof of payment so I can sort this out myself. They also said they would send me two checks totaling {$11000.00} from prior years collection of taxes that were owed to me and those checks never arrived. 

I have been trying to figure out an issue with a missing tax check that should have been paid to the XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX in XXXXXX/XX/2023, but get very little response or follow up from United Wholesale Mortgage ( UWM ). 

XXXX secured tax payments were required by the XXXX XXXX XXXXXX/XX/XXXXXXXX in XXXXXX/XX/2023 ( See attached document " Original Secured Property Tax Bill '' ). The payments were in the amounts of {$3800.00} AND {$3800.00}. I started to received tax bills with notices and delinquency warning shortly after and have continued to because one payment was never received in the amount of {$3800.00}. I have tried to call, email, and call again more than a dozen times and UWM has still not provided an adequate response or provided me with the information I requested. This original secured tax bill is now an unsecured delinquency that has resulted in a tax lien and with fees and penalties, the amount owed now is {$4900.00}. I asked the XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX in person as to why this is happening and they explained that one of the original tax payments was not received and that it is now an unsecured delinquent tax bill. The XXXX XXXX XXXXXX/XX/XXXX XXXX only has a record of receiving XXXX payment in the amount of {$3800.00} ( See attached document " XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX XXXX XXXX '' ). They provided me with this information. They stated that if I can get a copy of payment from XXXX then we can track down the funds if they were applied to an incorrect account/parcel number. I have requested this information/documentation from XXXX several different times and they still will not provided it to me after telling me several times that they would within a couple of days. I contacted XXXX via phone again on Thursday, XX/XX/XXXX. They said they had updated information and said they had made the payment to the incorrect account/parcel number and would be requesting a refund from the XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX XXXX UWM provided me with the account/parcel number XXXX that is the incorrect one where the funds were applied. They also said they spoke to XXXX at the XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX. I went to the XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX in person on Friday, XX/XX/XXXX and provided them with this information since payment for this tax XXXX is due on Tuesday, XX/XX/XXXX ( See attached document " Delinquent and Tax Lien Notices '' ). The manager at the XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX walked with me to 2 different offices that handle these matters and informed me that there is no XXXX that works at the XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX and that the account/parcel number I was provided by UWM does not exist in their system. Now I don't know what to do again except for pay the bill myself and be reimbursed by UWM with the fees that have accrued due to failing to make the tax payment on time. During my calls with UWM on Thursday, XX/XX/XXXX and Friday, XX/XX/XXXX I requested a copy of the check/payment showing that it was cashed so that I can take that information to the XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX and track down the funds, but this STILL has not been send to me. Mind you, this is the XXXX time I have requested this documentation and UWM fails to provide me with it.

Also, in my original complaint with the CFPB, UWM responded with saying that I would receive two check that were escrow surplus checks from the past 2 years ( See attached document " CFPB Complaint Response No XXXX '' paragraph 5 ) within 10 business days. UWM 's response was dated XX/XX/XXXX. At the time of this complaint on XX/XX/XXXX, I have yet to receive these checks, which I would use to pay my outstanding tax bill that UWM failed to pay and refuse to show me documentation of proof of payment even though the burden of proof falls on them as they claimed to have made the payment, but the XXXX XXXX XXXX XX/XX/XXXXXXXX has no record of it. The XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX had no issue providing me with documentation showing what they have received yet UWM refuses to do so. I will be going to the XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX on Tuesday, XX/XX/XXXX to make the payment myself to remove the tax lien, but I expect UWM to reimburse me the full amount which includes fees and penalties. I will also visit the XXXX XXXX Consumer Affairs XXXX to escalate this because I have a feeling UWM will say they are not responsible for unsecured tax bills as they did in their original response to my complaint ( See attached document " CFPB Complaint Response No XXXX '' paragraph XXXX ), but they fail to understand that this all stems from their failure to pay the ORIGINAL SECURED tax bill that they claimed to have paid ( See attached document " Original Secured Property Tax Bill '' ) in XXXX, but no one, including UWM, can provide proof of. The XXXX XXXX XXXX XXXXXX/XX/XXXXXXXX informed me that when secured property tax bills become delinquent, they become unsecured tax bills hence why UWM is using this as an excuse to not resolve this issue or deal with it or even provide me with proof of payment. I have listed the best ways to resolve this issue in the next area.

Company response to consumer: Closed with explanation