Consumer complaint received 2022-10-06
Company: United Shore Financial Services, LLC
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I filed a previous complaint regarding United Wholesale Mortgages outright refusal to participate in the credit qualifying assumption of my FHA mortgage to a third party buyer as a part of my home sale. 

In the response the lender claimed the credit qualifying packet had been sent to the assuming party on XX/XX/2022 however it is now XX/XX/2022 and the assuming party has not received a packet. I would ask the lender to provide proof that this packet was in fact sent on XX/XX/2022. In the lenders response the director of consumer affairs asked me to contact them directly with any issues, I did make contact with XXXX XXXX and another member of his office on Monday XXXX and have received no response. I received a conflicting response from the lender to my complaint with the Mn attorney generals office that states UWM considers it their discretion who they allow to assume a mortgage. A packet was sent to me which was meant to request an assumption, however I already formally requested an assumption and provided this information 2 months ago to their research team as I was directed to do. Furthermore it was indicated that I had a single conversation in which I was given false Information by one employee and that the employee will be retrained. In fact I had more than 10 phone conversations totaling hours of phone conversations with United Wholesale Mortgage, speaking with members of different divisions, departments, campuses and offices. I spoke with the loan servicing department multiple times, the XXXX department multiple times, the client concierge department multiple times, and I had two separate mortgage brokers make contact through their connections on my behalf to a UWM account executive and an XXXX  division leader as well as sending at least one email to the owner of UNited Wholesale Mortgage. The XXXX division leader admitted the loan was assumable and instructed me to call in to servicing and if I was met with resistance to involve him again and he would personally see this through. I did meet resistance from servicing and have not been able to get a response from the division leader in multiple attempts since. On 3 occasions I have been told that if they do proceed with the assumption, that they will drag the process out for 6 months, when I pressed them on how that could be possible they stated that this includes their response times, indicating that there would be 30 days between every communication with the research/assumptions department. Additionally, I have never received a direct response from the research team to my official request on this assumption. By law lenders are required to provide information to borrowers regarding their loan and they are required to do so in 30 days. The research team extended their response an additional 15 business days, however that time has passed and I have not received direct communication. On 3 separate occasions employees did try to help me and enter my assumption into their system for processing and each time they were denied because They were REQUIRED to enter a relationship to the assuming party and this denied because I have no relation to him. I believe there needs to be an investigation into UWM practices regarding mortgage assumptions, this has been a company-wide disregard for a borrowers request.

Company response to consumer: Closed with explanation