Consumer complaint received 2023-03-13
Company: United Shore Financial Services, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We closed on our current home in XX/XX/XXXX. Our current mortgage, United Wholesale Mortgage ( UWM ), started servicing our loan in XX/XX/XXXX. Since then w have paid our property tax together with our mortgage payment, dispersed equally over a 12-month period. 

That year, in XXXX, we paid {$4100.00} in property tax. This tax amount was based on the previous owner 's taxes since we bought the property mid-year. In XX/XX/XXXX UWM was sent a property tax bill for XXXX so they could calculate my monthly payment based on the current tax amount ( for XXXX ). The tax bill, for XXXX, was {$7500.00}. In XXXX or XXXX, UWM did their annual escrow review analysis and projection for the upcoming year, XXXX, calculating the tax payments to be based on the {$4100.00} tax amount, NOT the correct amount of {$7500.00}. When I spoke to them, they blatantly lied to me saying they didn't receive the bill. That's a joke! And I know they were sent the bill because I also received it - just as an FYI from the property appraisal 's office. 
So basically, they didn't consider the most current tax amount, which was almost double the amount and just continued to use the old, incorrect tax bill amount. 

As a result of this, my escrow was depleted and went into the negative, so when they paid my tax bill in XX/XX/XXXX, they had to put up their own funds to make up the difference. This was in XX/XX/XXXX, but they said nothing. They failed to inform me of this in any shape or form, not electronically, not via regular post. They did not let me know this was happening. Just like they failed to prepare a correct escrow review analysis and correctly calculate my payment for the upcoming year, XXXX. Three months went by before they bothered to let me know of this, namely this week, in the first week of XX/XX/XXXX, I received a newly prepared escrow review analysis, stating that since I was in the negative due to incorrectly calculated previous payments, I need to make up for {$6000.00}, and that means my monthly payments will now go up by {$840.00}! {$840.00} more a month! Unbelievable! Why? Because they NEGLECTED to notify me of the negative escrow account because they NEGLECTED to provide the correct review of my escrow account last year, so I could have been prepared for a higher payment. This is NEGLIGENCE on their part and now I must pay for it by having to come up with an extra {$840.00} in less than a month! Because someone on their team didn't do their job. Furthermore, they're not even willing to speak with me! They denied my request to escalate my concern with the supervisor and left my grievance with customer service representatives both times I called, who technically is powerless to make any kind of decision. They don't even have access to a lot of information. That is UNACCEPTABLE! 

Not only did my mortgage company FAIL me as their customer, but they also failed me to offer any kind of solution. They FAILED to communicate with me about any changes. They just slapped me with " here you go, your mortgage payment will go up by {$840.00} in less than a month '' without any explanation WHY they didn't do a correct escrow review analysis. There needs to be accountability and this company obviously feels that it can get away with no accountability. 

Please note the attachments Please assist me in this matter.

Company response to consumer: Closed with explanation