Consumer complaint received 2017-05-17
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We requested a return of funds from our escrow account to pay the supplemental tax bill on  X/X/17   . We received a check on  XXXX  in the amount of {$1500.00}, with the check dated on   XXXX    . Upon receipt of the check, we tried  3 diffe rent ways to deposit the check into our account, through the mobile app ( taking a photo ), at the banks ATM machine, and finally with a bank teller. We received error messages with a ll 3 a nd were informed the check could not be deposited. The bank teller told us it was  1 of 2 rea sons. Either the check was already deposited or it is a bad check.     I called a service representative on  XXXX  and explained what happened, she said the funds have not cleared their account so it seems that it is a bad check. She requested the issue of a new check.     The new check was dated for  XXXX  in the amount of {$1500.00}. The check was received on  XX/XX/XXXX   , and a ll 3 atte mpts of depositing the check were made again only to receive the same error and told the check could not be deposited. Contacted a service representative on   XXXX     and they tried to escalate it to a service supervisor but no supervisor was available, we were told a note would be left on our account and to call on   XXXX   and we will be sent to a supervisor right away.     Called on   XXXX     and the representative did not see any notes on our account so we explained the situation again and was transferred to a supervisor.We then explained the situation to the supervisor and she said she would over night a third check. She did clarify that overnight the check does not mean we would have a check the following day. The check must go through  3 dif ferent departments before it can be sent out, and to therefore expect the third check on  XXXX  or  XXXX . I asked if it is possible to do a direct deposit of the funds into our account since they receive our monthly payment through direct deposit. The supervisor said this is not an option.     Contacted the service department on  XXXX  to check on the status of the check because it has yet to be received. Spoke to another supervisor and she saw that the check was issued but it is unclear if it has been mailed out.  Said s he will call us back by  XXXX  with an update. Received no phone call.     Contacted the service department on  XXXX  to check on the status of the check because no update was given on   XXXX  . Spoke to another supervisor she said it is still unclear if the check has been mailed out.  Said she will  call us back by  XXXX  with an update. Received no phone call.     Contacted the service department on  XXXX  to check on the status.  Got yet a nother supervisor. This supervisor explained that a third check has not even been issued, even though we were told on multiple occasions it had been, and it is unclear when they will cut the check and mail it to us.It has been It has now been 40 days since we originally requested our money and have still yet to receive it with the uncertainty if we will ever receive it. We are highly frustrated with   XXXX   XXXX   XXXX   and their lack of care or concern. We have given multiple opportunities for them to reconcile and have been beyond patient. We want our money back, plain and simple.

Company response to consumer: Closed with explanation