Consumer complaint received 2021-10-05
Company: United Shore Financial Services, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was impacted by Covid-19 and was put on the forbearance program XXXX of XXXX. I have been trying to get a streamline modification since XX/XX/XXXX. 
On XX/XX/XXXX I call United Wholesale Mortgage to come off of forbearance and to be reviewed for the streamline loan mod. I have been asking for 2 MONTHS now and they have done absolutely nothing. Ive spoken to over a DOZEN agents. They have started and restarted the review process 3 times and never know why the previous review fell through. All I hear from them is either your loan is under review please call back in 3-6 weeks or youre currently not in any loss mitigation program, your home is at risk for foreclosure and we need to set you up on a program. 

All I have ever asked for is for the strreamline flex modification as outlined here by my investor, XXXX XXXX : XXXX : XXXX And here by CFPB on pages 4 and 5 : XXXX XXXX XXXXXXXX Here are a summary of some of the calls I have had with UWM representatives : XX/XX/XXXX- youre being reviewed for the streamline. Youll be getting a letter in email letting know what you were approved for in 30 days. agent states she will give me a follow up call the following day. Never recieved a call. 
XX/XX/XXXX - agent on line tells me that the underwriter on my file has informed him that there should be a decision by the following day, Wednesday XX/XX/XXXX. 
XX/XX/XXXX - Contrary to what previous agent told me on XX/XX/XXXX, no decision was made and agent in line informs me loan is still under review. 
XX/XX/XXXX - Agent tells me I am not being reviewed for any workout program and that my house is currently at risk of foreclosure. 
On XX/XX/XXXX - Agent asks me a few interview question regarding my situation and tells me she has set everything in motion for me to be reviewed ( again ) for the streamline modification and I should have an answer in XXXX days. 
XX/XX/XXXX - <10 business days later> Lady tells me Loss mitigation team has not been involved with my loan at all ; that I am not in review for any program and I need to fill out a formal loss mitigation application for a STREAMLINE program or my house is at risk for foreclosure. 

WHY IS THIS SO HARD? IS THERE ANYONE COMPETENT THAT CAN DO THIS RIGHT? WHY CANT I GET ONE PERSON TO SPEAK TO ME AFTER GOING THROUGH THIS FOR MONTHS? I AM ABSOLUTELY FED UP OF THE LIES AND BEING PUSHED IN CIRCLES FOR MONTHS.

This is not even to bring up the fact that my previous complaint with the CFBU against UWM on XX/XX/XXXX was never resolved. UWM Director of Consumer Affairs, XXXX XXXX, in his CFBU response letter on XX/XX/XXXX stated : Per your request, however, the deferment was not processed and at this time your loan is still under forbearance until XX/XX/XXXX, XXXX 

This never happened. The deferment went through against my explicit instructions and against Mr . XXXX  written word that it was stopped. 

At this time, I just dont have the mental energy or wherewithal to deal with the deferment issue. I just want this modification to be resolved so I can sleep at night knowing my house is not going to be foreclosed on. I have tried my best to resolve this with UWM but they have proven they do not care.

Company response to consumer: Closed with explanation