Consumer complaint received 2022-05-13
Company: United Shore Financial Services, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello My wife and I purchased an apt in XXXX XXXX, Florida and had a mortgage with United Wholesale Mortgage. Within a day of moving in we set up autopay on the uwm.loanadministration.com website. We set it up using our account # and routing #. It showed on the website it was accepted and still to this day it is accepted. We have come to find out that UWM has not accepted any of our payments and reported missed payments to the credit bureaus and our credit score has dropped by over 180 points. This is incredibly frustrating since we were punctual with all payments and very much rely on our credit score to run our business. UWM says they sent us mail and tried to call us. We are on the road with our business the majority of the year and that is why we immediately set up autopay. UWM also said they called us. We did receive a call from an unknown number claiming to have important information about our mortgage, but they could not verify any information about us and only asked for personal information which we were not comfortable giving out. We had no choice but to hang up. We run a business and get daily calls from people asking for private information - calls about our mortgage, auto insurance, auto warranty, equipment warranty, promotional spam calls and have lots of experience in declining these types of invasive calls. We know the best course of action and most secure form of communication is to use the online portal between the company providing a service and us. We do this with our bank, phone bill, auto insurance, electric and so on. Each one of these companies strongly encourage to use the online portal only. We have spoke to UWM and they do not care to help us at all. They said they called and sent mail. Mail is not an acceptable form of communication nor is a phone call which can not verify who they are calling from. We live in a technologically advanced society. You would think that a company like UWM would understand this would get up to date. There is no notification on the website and it still shows our ACH set up as valid. We just got off the phone and spoke with UWM - we explained to the agent that email and the portal would be the best form of communication with us. She said that email isn't secure enough. Then she went on to tell us we should have received emails about our mortgage payments not going through which we have no evidence of. Oddly enough we went through all the emails from UWM. There were ones saying " congratulations on autopay '' and one encouraging us to get " paperless ''. We asked her if she could provide proof that these emails were sent and she would not give an answer on this. This is all taking up a lot of our time and we are very busy often working everyday trying to run our business. It all comes down to the fact that UWM has a terrible website and customer service. We are just a number to them and they could care less about how they have ruined our credit score. We just had to buy another XXXX XXXX for our business and our credit score cost us dearly and we have a high interest rate. We are just asking for UWM to do the right thing and help us repair our credit score. I write this as I am still looking at another window open on my computer congratulating me on my autopay. There is no flag on the account when signing in on UWM website and the message center is empty.

***I am trying to upload screenshots of the emails and the UWM account but your website is not allowing me to upload***

Company response to consumer: Closed with explanation