Consumer complaint received 2022-08-17
Company: Union Home Mortgage Corp
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage payment is late, and its largely caused by the actions of Union Home Mortgage. In addition, my mortgage has no provision that permits them to demand future timely payments arriving as guaranteed funds or cashiers checks. Union Home Mortgage making this demand and refusing payments is outside the scope of our contract and is unlawful, unnecessarily burdensome, and causes additional expense, stress, and duress. The emotional turmoil on my end is off the charts. 

I tried to make payments in XX/XX/XXXX, via the online portal and by phone. I was unable because my online portal is blocked. I called on two occasions and could not get anyone on the phone and on one occasion was informed that your system was down. They have locked me out from making payments online, you refuse to take an EFT payment, they refuse to auto deduct my payment, and have refused to post a cashiers check payment sent to them. You have eliminated every option that I have to pay my mortgage. This is unlawful, unnecessarily burdensome, and causes additional expense, stress, and duress. 

I spoke to a member of their team on XX/XX/XXXX in the morning that told me that I could send a cashiers check for {$3900.00} ( 2 of the 3 past due payments ) which I did. I sent a cashiers check, # XXXX, USPS, overnight certified mail exactly as I was instructed.

What Ive been able to determine is that they would not accept this check either and that I needed to send other cashier 's check for {$8100.00} XXXXthe total past due ) today to bring my account current. No one at Union Home Mortgage is able to tell me when and if this guaranteed funds cashier 's check will be returned to me. The new demand from Union Home Mortgage requires a total out of pocket from me of {$12000.00} even though my entire past due balance is {$8100.00} which is unlawful, unnecessarily burdensome, and causes additional expense, stress, and duress. 

The terms of my current forbearance agreement require them to accept partial funds. There is no reason even outside the forbearance agreement for them to not accept two full monthly payments ( 2 of 3 that are past due and the 3rd past due is them not permitting me to make a payment ) in the form of a cashiers check drawn on XXXX XXXX XXXX XXXX. You can not tell me when or even if the cashiers check will be returned to me so that I can use these funds for the lions share of what is past due, but you are unwilling to post the payment to my account. The only incentive for them to not accept this payment is additional fees and costs and is unlawful, unnecessarily burdensome, and causes additional expense on my end. 

I was informed today that my account will require cashiers checks moving forward into XXXX for you to accept my timely not past due payments. No provision in my mortgage gives you them the ability to make this demand with or without notice. I was told today that a letter was sent to me on XX/XX/XXXX that I did not receive. I have a 1-inch-thick package of documents received from Union Home Mortgage and it is not in this information. I need to see what notice could have been sent that would give them the authority to alter the original mortgage contract without my consent. I was told today that I could review this notice online, but I can not access any documentation having been locked out of my portal.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation