Consumer complaint received 2023-05-30
Company: United Shore Financial Services, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Hello To whom it may concern : I am submitting a complaint against United Wholesale Mortgage ( NMLS Access Number XXXX ) Three months ago I switched banks, and transferred all of my bills over to my new bank account. 

One of these accounts was my mortgage lender United Wholesale Mortgage. 


Today ( XX/XX/XXXX ) I logged onto my portal ( https : //uwm.loanadministration.com/ ) and saw a message which said I was 60 days past due, there was a list of late fees and bounced check fee 's, it said I was unable to access auto pay or payments, and I had to call customer service to make my payment. 

I had no idea there was a problem, as no one from UWM had reached out to me over the last three months to inform me. 

There were two bank accounts listed on my account, the new one, which I added, and all of my other bills are currently auto billing, and my old one, which I no longer use. The new one was listed as " Favorite '' and there was no option to change that. The old one, which was below it, had an option to make it the " Favorite '' account. 

I received no communication from UWM about my account being past due. 

I called the number listed at XXXXXXXX XXXX, Tuesday, XX/XX/XXXX I spoke with XXXX in collections ( Employee ID # XXXX ) on a recorded line, and he asked if I wanted to make my account current. I asked him which account he would be billing and he listed the last four numbers of the NEW bank account, which I added three months ago. He informed me there was negative credit reporting because my account was past due. 

I asked him who I needed to talk to negative reporting reversed, and he said I had to send a fax to a number. I asked him why there was only a Fax number, and not a phone number or email address for this, but there was for submitting payments and he did not have an answer for me. He repeatedly asked me if I would like to bring my loan current and I told him I would, once I talked to someone who could explain to me why there was negative credit reporting on my account. He told me he was transferring me too someone who would resolve the issue He transferred me to XXXX in customer service ( Employee code XXXX  ) She told me my old bank account was listed as my auto pay bank account, and she could not see the new one I added. This was confusing, since not only was the new bank account listed on my portal, but minutes earlier, when I asked XXXX ( XXXX ) which bank account was listed, he read the last four digits of the account number, without me having mentioning any numbers earlier, so it clearly has to be in there system somewhere. I'm also pretty sure all of these conversations were recorded on their end. 

She told me she put in a request for the credit reporting team to research it, and said that they probably wouldn't reverse it. She asked me if I wanted to pay the past due balance and I asked her multiple times to transfer me to someone who could address the Credit Issue. 

She sent me to XXXX in resolutions ( XXXX code XXXX  ) and he told me a ticket had been submitted, and I would hear something by XX/XX/XXXX. I asked him if I Could pay my past due balance with him, and he said no, I had to pay it with someone else, and transferred me to an automated phone system, which eventually hung up on me as I was entering my account number. 

At XXXXXXXX XXXX, I called customer service, and XXXX ( Employee ID # XXXX ) told me my account was past due, and she told me to pay it online. I told her the reason I was calling, was because when I attempted to pay it on the portal, a message came up that said I had to call the number to make a payment manually with an agent. 

I told her I wanted to bring my account current, with the bank account ( NEW ) which was not only listed as the current bank account on my end, but also that XXXX ( XXXX ) listed as my bank account on file less than 90 minutes earlier. She said only my old bank account which I no longer use was listed on her end. 

I had the UWM portal ( https : //uwm.loanadministration.com/ ) Which listed my updated bank information, which XXXX ( XXXX XXXX was able to see. I took a screenshot on my XXXX as evidence of this while on the phone with her, and I'm pretty sure apple does something to track the time. I gave her the information, which was already on file, again and gave her permission to bring my account to current. 

I asked her ( XXXX, XXXX ) for a confirmation number, and she said she was unable to provide me with one, but that I would be receiving a letter in the mail in the next seven business days ). I have no idea if or when this payment will be processed. 

I very clearly asked her her for UWM 's FDIC certification number three times, as I was attempting to file a complaint with the federal banking commission. Eventually she said she would ask her supervisor. She returned to the call, several minutes later, and gave me the customer service phone number. 

I told her again, I wanted the FDIC certification number since I was attempting to submit a complaint to a regulatory agency, I asked to speak with her supervisor and she put me on hold again. Eventually she came back and told me she was transferring me to the compliance department. 

I was sent to an automated phone system, which was very difficult to understand, it sounded like it was asking me about mortgage insurance premiums. Eventually it hung up on me. 

It seems obvious to me that there is some sort of issue on UWM 's back end, I would like the negative credit reporting removed from the beuros. 

XXXX ( XXXX ) told me that I had never updated my bank information, yet XXXX who transferred me to her knew my current bank information, which was listed on the portal on my side. XXXX ( XXXX ) told me she was unable to see the new bank account on her end. But it was listed as the current bank account on the user portal. 

There was so much contradiction and confusion between employees whom I spoke with. I'm also pretty sure it's a violation of some sort to allow my account to go 60 days past due and rack up late fees, without attempting to inform me. 

I don't care about the late fees, I just want the negative reporting taken off my credit report.

Company response to consumer: Closed with explanation