Consumer complaint received 2023-08-22
Company: United Shore Financial Services, LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
United Wholesale Mortgage has had terrible customer service as I have been speaking to them weekly since the first week in XXXX. Nobody knows what is going on with my account and they continue to give me the run around on the phone even after escalating my claim. 

I have been in constant contact with UWM since the first week of XXXX when my monthly mortgage payment jumped from {$1500.00} to {$260000.00}. That is extra {$1100.00} that is now being added for taxes and insurance. First thing is I paid my house insurance separately and should not be billed for insurance. Secondly, I never received an email, phone call or letter in the mail stating that my account will be getting charged for taxes. When we took out this loan it was supposed to be an escrow free loan. This change in payment caused me to call and question everything that was going on and thats when I realized this was no small mistake. Little did I know this would turn into a XXXX month battle with UWM. When I checked my town website for taxes I was mortified that I had a lien on my house for unpaid taxes. When I went to my town clerks office they said the bill was sent to UWM which in turn UWM should have notified me right away since this mortgage was not set to pay taxes. I received nothing so to prevent more late fees from accruing I paid off the balance for the XXXX taxes which was {$3500.00} ( of that total {$330.00} was interest accrued ). 

When I called UWM again they mentioned a check being sent out in XX/XX/2023, however they could not provide me with a check # or whether or not the check has been cashed or deposited. I confirmed with my town tax collector they had no check on file. My tax collector was able to get me more information than every single representative I spoke to at UWM. After again calling UWM and escalating I found out that core logic sent out XXXX new payment checks. Why XXXX, I have no idea considering I uploaded proof that I paid the XXXX taxes. My tax collector cashed the that was received for a total {$3500.00} and then returned the check for {$3400.00} on XX/XX/2023. This should have automatically been credited back to my account. Instead I am still being charged for the full amount of the escrow advance. 

The escrow advance that I am being charged for is {$7300.00} which is a lot higher then what my taxes are. My taxes are {$3500.00} typically {$3200.00} without late fees ( due XXXX ) and {$3400.00} ( due XXXX ) for a total of {$6900.00} ( include late fees ). There is discrepancy in how much the escrow advance should be as I am now being over charged. I also should not be held responsible for the {$330.00} late fees for my taxes. My account should go back down to what I was paying monthly before the tax diabolical happened. I should be paying {$1500.00} until UWM can complete the investigation that has been going on XXXX months now. 

It is really disappointing that a company can not just cancel a check and refund my account. Its also more amazing that the only way you can contact core logic is through email according to every single one of the agents who I spoke to over the phone. 

I have submitted proof of the following documents to UWM : Proof I paid XXXX taxes proof XX/XX/XXXX core logic never received funds proof that the second check was returned proof of how much my taxes are escrow Advance applied to my account My biggest concern is they will not resolve this issue and I will be stuck paying an additional {$3400.00} towards my taxes.

Company response to consumer: Closed with explanation