Consumer complaint received 2020-08-18
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Short Version : My loan is in a 180 day forbearance per HR748 as communicated to me by XXXX XXXX, Director - Consumer Affairs at UWM and by a form statement confirming the same dated XX/XX/2020. This was after my initial complaint to CFPB about my rights under HR748 not being granted initially. Since XX/XX/2020, UWM has grossly mismanaged my forbearance period. Even though I am in forbearance currently per the XX/XX/2020 form statement confirming so, my loan has since been designated XX/XX/2020 H.R.748 was signed into law granting borrowers the right to 180-day mortgage forbearance on federally backed mortgages unless the borrower requested a time period shorter than 180 days. 
Around XX/XX/2020 I submitted information for forbearance via UWMs website. 
UWMs online process did not ask if I requested less than 180 days. I wouldnt have requested less than 180 days had I had the option. My intention was to utilize the full 180 days granted by H.R.748. 
XX/XX/2020 UWM auto debited my XX/XX/XXXX payment. 
XX/XX/2020 UWM initial notification of the forbearance plan. o Forbearance timeframe was for only 90 days, not 180 days. 
o Forbearance was back dated to XX/XX/2020 even though I had already made the XX/XX/2020 payment via UWMs automatic payment setup. 
o UWMs Own Website Details on Automatic Payments states If your automatic monthly draft was set up with us, your payment will be stopped when your forbearance plan begins. ( Copy of UWMs own detail of automatic payments handling for CARES Act forbearance is enclosed. ) XXXX XXXX XXXX XXXX XXXX UWM cant both take an auto-debit payment and place my loan in payment forbearance for the same timeframe. UWM did  not follow its own guidance on automatic payments relative to the forbearance process. 

Around XX/XX/2020 I submitted a complaint to CFPB stating that UWM was non- compliant with H.R.748 by not granting me 180-day forbearance. 
XX/XX/2020 XXXX XXXX XXXX, Director Consumer Affairs, UWM responded to my CFPB complaint detailing that my Forbearance Plan had been updated to the 180 days. 
XX/XX/2020 UWM notified of 180-day forbearance, however, it incorrectly detailed the dates of XX/XX/2020 to XX/XX/2020. I made a payment on XX/XX/2020. The 180 days technically should be XX/XX/2020 to XX/XX/2020. 
XX/XX/2020 UWM incorrectly notified me that my forbearance plan period was ending on XX/XX/2020, seemingly reverting the timeframe from 180 days back to 90 days. 
XX/XX/2020 UWM notified me that an automatic extension on my forbearance period ending on XX/XX/2020 was granted and that my forbearance would now end on XX/XX/2020. This is incorrect because my forbearance length is 180 days. 
XX/XX/2020 - Notice from UWM stating I missed a payment which can't be true as I'm in 180 day forbearance. 
XX/XX/2020 - Another form letter from UWM stating I've defaulted on my loan. Again, not true, i have 2 confirmations from UWM detailing my 180 day forbearance. 
XX/XX/2020 - Another form letter detailing that I've defaulted on my loan. Again, not true, I have 2 confirmations from UWM detailing my 180 day forbearance. 
XX/XX/2020 - Called UWM Presidential Resolutions Line XXXX to try and resolve, left message, ivr states return call within 24-48 hours. No call back received. 
XX/XX/2020 - Called UWM Presidential Resolutions XXXX XXXX to try and resolve, left message, ivr states return call within 24-48 hours. No call back received. 
XX/XX/2020 - Called UWM Presidential Resolutions XXXX XXXX to try and resolve, left message, ivr states return call within 24-48 hours. 

I HAVE ATTACHED A COPY OF THE LETTER AND DOCUMENTATION I PROVIDED TO UWM TO TRY AND RESOLVE THIS MATTER PRIOR TO SUBMITTING THIS COMPLAINT. IT HAS ALL THE BACK UP DOCUMENTATION DETAILING THE ABOVE FACTS.

Company response to consumer: Closed with explanation