Consumer complaint received 2023-05-05
Company: United Shore Financial Services, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I own a condo which is 24 % of the general building and therefore owe only 24 % of the lot taxes. On XX/XX/XXXX, my mortgage company, United Wholesale Mortgage, incorrectly paid property taxes on the entire lot, paying about 4x more than what I owed and overdrawing my escrow account. In early XX/XX/XXXX, I first notified my company of this mistake via a chat feature in my online portal, which they told me I would need to correct with the tax office. The tax office then told me that it was an issue for my mortgage company to fix, so I reached out again via a contact form on the portal on XX/XX/XXXX letting them know that the tax office confirmed it was theirs to correct and providing them with the correct tax account to link. They did not do this. They also asked me to fax this information to them, so I did on ( I believe ) the same day. As far as I am aware, the mistake was still not yet corrected and they appear to have made no effort to resolve the issue. One of my neighbors works at the tax office, and through him I was able to get a refund issued to my mortgage account -- {$6000.00} was refunded on XX/XX/XXXX. The second Instead of reflecting their mistake, the mortgage company nearly doubled my payments to make up for the negative escrow account that they overdrew. Starting XX/XX/XXXX, I was charged {$4100.00} per month instead of {$2800.00}, and these increased payments continued through XX/XX/XXXX. Multiple times during this range I again reached out to the company ( again, through their chat on my online portal ) to let them know that these increased payments were incorrect. I was told once that they would be readjusted by the end of XXXX, which did not happen. I followed up in early XXXX ( via portal chat ), and they again told me that they would reevaluate my account and fix the incorrect payments. This finally happened for my XXXX payment. On XX/XX/XXXX, the mortgage company issued a check to reimburse me for the overcharged escrow, which amounted to {$7000.00}. However, there was an issue on my bank 's side cashing the check, and it was cancelled. I immediately contacted the mortgage company over the phone when this happened ( XXXX ) and was told that the check would be reissued in 8-10 business days. I sent an additional email on XX/XX/XXXX with information from my bank that would allow the mortgage company to have my money directly deposited into my account, as I was out of the country for several months and would not be able to receive the check in the normal mail. They responded on XX/XX/XXXX confirming that this information was provided to the team for processing. A month went by without receiving a check or further communication, I sent a follow-up email on XX/XX/XXXX requesting an update on the check being issued. They responded that day that I would receive an update within 24 hours and never received another response or the check. I sent three more follow up emails, one on XX/XX/XXXX, one on XX/XX/XXXX, and another on XX/XX/XXXX. I did not receive a response to any of those three emails. As of today, XX/XX/XXXX, I have not received any further correspondence from the company nor the check that I am do. They are not responding to me anymore and their withholding of my {$7000.00} is causing me financial difficulties, as did them drastically increasing my mortgage payments for months due to their mistake.

Company response to consumer: Closed with explanation