Consumer complaint received 2023-12-11
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: FHA 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:
Consumer Financial Protection Bureau ( CFPB ), I hope this email finds you well. I am writing to file a formal complaint against united wholesale mortgage and XXXX XXXX regarding the ongoing issue of funds being withheld for completed work on my property. This situation has caused significant distress and has resulted in two contractors filing a lien against my house.

As per the law, mortgage companies are prohibited from withholding funds, especially when the job has been completed. It has been almost six months since the work was finished, and I have yet to receive the funds necessary to settle the contractors bills.

I kindly request that the CFPB review the details of my case and take immediate action to address this matter. The delay in payment has caused significant financial hardship and has resulted in the contractors filing a lien against my property, which is both inconvenient and potentially damaging to my creditworthiness.

Their process is absolutely absurd they had put me through the worst possible conditions. Since my house had been flooded from the moment we received the check they were terrible at communicating with customers who are suffering a loss and financial burden due to the loss.

I have called several times their wait times are one to two hours long. Soon as I get on the phone with them they mistake me for another customer. At one point the representative addressed me as XXXX XXXX and released all information regarding XXXX XXXX loan and I told them I am not XXXX XXXX I am so confused she then apologized and pulled pulled up my account to which she still stated the wrong name. 

On Wednesday XX/XX/XXXX in the morning around XXXX I called to confirm that the documents have been verified, confirmed and communicated to XXXX XXXX XXXX spoke to management team ) they had put urgent on my file as there was two liens already on process and repairs have been made they kept me in the dark of what is needed they never communicated with XXXX XXXX my adjuster to ask for what they need to clear the funds at XXXX they finally confirmed after 5 months long process of back and forth. Then THE SAME DAY XX/XX/XXXX at around XXXX I have received the text stating that they are canceling the payment because they did not receive what they needed. At this point I am highly confused. I called them again with XXXX my XXXX  XXXX we demanded to speak to a manager again this time NOT XXXX we spoke to XXXX XXXX. At this point XXXX spoke to XXXX and explained in DETAIL WHAT SHE NEEDED. It was then confirmed I waited 3 days after once again CONFIRMING WHAT THEY ALREADY GOT. 

TODAY PRESENT TIME. Same issue they dont read or review what is submitted to them they make it very very difficult for consumers I trust that the CFPB understands the urgency of this matter and the negative implications it may have on the mortgage companys compliance with regulations. I request a prompt resolution to this issue, including the release of the funds owed to me and the removal of the contractors liens on my property. 

I appreciate the CFPBs attention to this matter and look forward to a swift and satisfactory resolution. Should you require any additional information or documentation, please do not hesitate to contact me at XXXX Thank you for your immediate attention to this matter. 

Sincerely, XXXX

Company response to consumer: Closed with explanation