Consumer complaint received 2022-12-29
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I lost my house in the XXXX  XXXX  lightning fire. After settling with insurance I had to sign over a joint check to my mortgage company XXXX United Wholesale Mortgage ) who has in turn elected to delegate the management of my funds to at least ( 2 ) other primary parties. These ( 3 ) entities work together to pass me around in circles and never be held accountable while withholding my rebuild money from me. 
I settled with insurance for $ XXXX, my rebuild costs are almost double that even after downsizing ( XXXX XXXX burned down, building back XXXX XXXX ) and doing as much of the work as I can myself. I have spent over $ XXXX to date, have taken out a $ XXXX personal loan in order to continue making progress while I fight for my funds to be released, and have only been reimbursed $ XXXX. I have had to take a leave of absence from work due to the stress and amount of effort required to be able to continue. 
If I call for a progress inspection at this point ( ext. framing complete, roof partial ) and get an arbitrary low percentage assigned ( past has been completely arbitrary ), I will get next to no money released and I will be very hard pressed to show significant progress for any inspections after. I plan on doing all the interior work myself, due to budget constraints. I wont be able to take any more loans and will be completely stuck while the bank continues to sit on my money ( and loan it out to others at a higher rate, which is why they have no motivation to actually help me ). 
Because of this situation, I need a clear definition of how % complete is being calculated before calling for the next progress inspection. I should have all of my money released if I am 75 % complete. This simple calculation should be ( value of work in place ) / ( value of claim ) = % complete. I have been fighting for months to get this very simple question answered and have exhausted all options I can think of. 
I have tried to fight this for months now any way I can, including : my own calls, letters, and faxes ( all go un-returned or standard pre-canned responses when I do get them, I have started recording all my calls with them as this is the only means of documenting ), contacting the insurance commissioner ( says not them since my money or issue is no longer with an actual insurance company, despite it being insurance money ), department of financial protection ( referred to me by the insurance commissioner, who in turn says not their department, try the insurance commissioner ), filing complaints with the Better Business Bureau ( closed my cases as soon as a company sends any kind of response, regardless of whether it actually answers the question. 
I have a lot of documentation and have been dragged along for months, these companies have been non-responsive to my letters and have not acted in good faith. I need to know how % complete is calculated and am contemplating pursuing these entities to recover the damages they have inflicted upon me.

Company response to consumer: Closed with explanation