Consumer complaint received 2022-03-19
Company: United Shore Financial Services, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I want to report this mortgage company ( United Wholesale Mortgage ) who you would expect to be competent in handling and processing escrow accounts with their loans. My experience with them confirms the exact opposite. I think it could be really bad processing with their terrible system, or just incompetence, or intential. No matter, the issue is, it is costing my and very likely others like me, a lot of money and wasted time because of how they are screwing up the escrow accounts. I refinanced back in XXXX of XXXX and set up XXXX different mortgages with them for my rental properties. Since then, it has been nothing but one XXXXXXXX XXXX  after another. Just about every week their " system '' started spiting out threatening letters telling me they don't have proof of insurance for my different accounts and if I didn't get them proof of insurance, they would find insurance for me and I would have to pay for it, when in fact, I had already sent the XXXXXXXX XXXX  in to them. Their message center just spits out standard answers that make no sense at all. The only other way to communicate with them is to call. Not only does it take a unreal amount of time, but the person you talk to is no help and every time I would call, I would get a completely different answer. I could give you a great deal of examples, but I will try to just give you a few. They didn't pay my tax bill in XXXX of XXXX. I was never notified and just found out in XXXX of XXXX that my tax collector had been adding on interest and late fees since XXXX. They made multiple payments out of different accounts for premiums and tax invoices for the wrong account out of the wrong escrow account. It was a complete nightmare that as of today ( XX/XX/XXXX ) I am still trying to correct. They took money out of one escrow account for a " gap '' in my insurance for last XXXX. I had to get an email from my insurance co stating there was no gap and stating that they sent them " multiple '' notices of my coverage. I have been trying since XXXX to remove my escrow accounts because of this torture they have been putting me through, but they make it almost impossible to do so. They keep asking for letters and signed requests and then tell me they didn't receive them after I have sent them in multiple times. They constantly give me false information on the phone. Almost every time I call, I get a different answer. At XXXX point they told me my escrow accounts would all be removed on XX/XX/XXXX. It was a lie. It's now XX/XX/XXXX and now they are telling me XXXX of the XXXX accounts will be removed on XX/XX/XXXX. Excuse me for not believing anything they tell me anymore. Bottom line, it's been a complete nightmare and waste of time, money and aggravation. I could give many other examples, but hopefully you got the picture. It's been an unbelievable experience. I've dealt with over XXXX different lenders these past XXXX years and never had any problems with my escrow accounts, which made it that much harder to believe what they were doing to me. I would say it was a form of abuse, for sure! And it's not over yet, unfortunately! I feel sorry for anyone else they are doing this to! I have a huge stack of papers and notes from all of these nightmare situations. If they are needed, I can send them in, but I have already wasted so much time on this, I just want it to end and let me throw out all evidence of this terrible experience, so I don't have to be reminded of it.

Company response to consumer: Closed with explanation