Consumer complaint received 2022-04-04
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was XXXX so I requested SCRA protection from UWM. Upon returning I relocated and needed a new loan so I sent in a waiver request to waive all of my protection on XX/XX/XXXX, and asked for an updated bill once the status is current. Never heard ANYTHING back from UWM, not even an acknowledgement letter. Fast forward to XXXX, my loan started showing " delinquent '' for {$0.00}, and received a bill for XX/XX/XXXX for {$450.00} in excess than my regular payments. I sent in a message to bring up the issue, and called the service number which I was told the issue will be fixed by XX/XX/XXXX when my loan was originally set to reinstate before the waiver. I was enrolled in XXXX so I waited, nothing. I went into underwriting for a new loan for a different property on XX/XX/XXXX, called UWM to reflect the issue again, was told once I made a payment the loan will be current, 4 different agent tried to make a payment none went through, NO ONE knew what happened. Stayed on the phone with UWM on XX/XX/XXXX for XXXX hours straight, finally someone figured out what to do and promised to remove the SCRA by the XXXX so I can make a payment. I found out then someone did waive my SCRA but did not inform me, and did not send a bill, and marked me delinquent which was why I could not pay. Finally on XX/XX/XXXX I was able to make a payment for XXXX which I never received a bill for AND for the incorrect amount to bring the loan back to current. On XX/XX/XXXX my account was AGAIN on hold and I was not able to make payments, AND I was at risk of being " delinquent '' again for the XXXX payment. 

Called and costumer representative removed the hold, but the hold was quickly put back on and was told everything would be fixed by the XXXX. UWM decided to reverse my payment and put it in a suspense account. During the wait my underwriter wanted a letter stating I was out of XXXX and current. I have been released from XXXX XXXX since XXXX, not to mention I waived my protection and UWM took my payment, so I requested the letter, always get transferred to debt collection because UWM reversed my payment and debt collection refused to acknowledge the money in suspense account was paid. I had to insist that I have no control over what UWM does to my money once it is paid, they refuse to recognize my account was current so refused to provide a letter, and eventually I was told they will have the letter for me on the XXXX when they fix my account and put the correct amount towards my payment. XX/XX/XXXX came, NOTHING. Called and found out they only re-sent an old letter informing me I was under SCRA dated XX/XX/XXXX, I reminded the person I put in a waiver which was supposed honored and that's why they billed me ( without any written records ). They could not find any letter. Now my purchase contract is about to expire and my loan was conditionally approved since XXXX, all I needed was UWM payment history and proof showing I was no longer under SCRA. UWM serviced my loan horribly, did not have any form of communication for SCRA protection, they keep extend their own deadline and just don't know how to fix things correctly. I felt like I was being mocked for asking them to fix their own mistake, especially when they took my payment without wanting to show my loan is current. 

Another thing, I requested SCRA in XX/XX/XXXX, and that request was NOT honored until XX/XX/XXXX. There was no communication of what to do and who to contact, the military email address they have on their website told me I emailed the wrong department. And after they forwarded my email to someone else, I received a response for " processing '', then nothing happened. 

Calling costumer rep daily and keep being told I owed them money and don't recognize there's NO WAY I could pay was ridiculous. Waiting for a letter/updated statement for 2+ months is ridiculous.

Company response to consumer: Closed with explanation