Consumer complaint received 2022-04-07
Company: United Shore Financial Services, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I set up a bill pay through XXXX XXXX for United Wholesale Mortgage on XX/XX/XXXX. The payment was set to be made on XX/XX/XXXX. On XX/XX/XXXX the payment was taken out of my account. Around mid XX/XX/XXXX I received the mortgage statement and it stated my payment was past due. At that point I called XXXXXXXX XXXX to find out why United Wholesale Mortgage was showing a missing payment as XXXX was showing that the payment was sent and accepted by UWM. I then was in contact with UWM. They did extensive research to try to find the payment that XXXX XXXX insisted had been sent and that the fund were accepted. The payment information was entered correctly and the bank shows it sent it electronically. 
Every week in XXXX and up until XX/XX/XXXX XXXX insisted that the funds were accepted by UWM and that at this point there was nothing they could do and that it was out of their hands since the funds had already been withdrawn and accepted. UWM informed XXXX that they do not accept electronic payments, only paper checks. I opened a claim through XXXXXXXX XXXX XXXX XXXX. On XXXX XXXX I was informed by XXXX that the payment to UWM was processed according to the information provided. XXXX also said no adjustments would be made to my account at this time. I continued to be in contact with the bank and UWM in hopes to get a resolution. On XXXX XXXX once again I was in contact XXXX Claims department on a 3 way call with UWM. This time the customer service agent from XXXX informed us that the payment actually went to XXXX XXXX XXXXXXXX ( XXXX XXXX is the Parent Company ). At no point has XXXX mentioned that it was sent to a different mortgage company these past 2 months that we have been calling and going back and forth and they insisted the payment had been sent and accepted by UWM. My contact at UWM and I immediately call XXXXXXXX XXXX to try to get a hold of someone that can possibly help us track the payment they somehow accepted. The Customer service rep at XXXX unfortunately was not able to help as they need an account number or social security in order to help us. They said there was no way of accepting a payment if there is no account or social security on file. However, the UWM no is saying that the payment was sent and accepted to XXXX. I was never informed of this information until XX/XX/XXXX. I questioned them as to why they are not able to help resolve this huge mistake that the bank made. The XXXXXXXX XXXX told me it is out of they hands and they can not retrieve the money or do anything at all because the money was accepted and it was past 30 days and they could no longer cancel the payment. I even went to XXXXXXXX XXXX in person as I am getting no where via phone. The XXXX XXXX rep told me the exact same thing they have been telling me over the phone. He sent an email to people higher up regarding the situation but informed me that they might not be able to do anything to retrieve my money. In a few days it will be 3 months this ongoing issue has been dragging on and I am at a loss. The bank made the mistake from the get go and failed to provide me with the correct information and I need assistance retrieving my money that was taken out of my account and sent to the wrong company without my authorization. The bank insist the payment was sent to UWM.

Company response to consumer: Closed with explanation