Consumer complaint received 2021-12-16
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Dear Consumer Financial Protection Bureau, I would like to start that I believe that XXXX XXXX, XXXX as United Wholesale Mortgage ( UWM ) is trying to set me up to ruin my credit to cease my property. I owe them nothing. I have repeatedly provided them documents to fix their records, including a document from UWM to my bank, XXXX, saying the are having issues : They have insulted my credit score, which was greater than XXXX. My score is now in the low XXXX due only to UWMs attack on my credit. No other negatives exist on my credit score. See below : Followed by : I am now in fear of loosing my home. I am being bombarded by various credit/loan companies as a result of this sudden and dramatic change to my credit score. I have been denied credit and my cost for credit has significantly increased. UWM employees who could help have now ghosted me. The only calls I get from them now are the collector calls asking for the payment they lost. I try to explain, but they are clueless. When I get to someone who could help, I get disconnected. 
Details of what has transcribed since XX/XX/2021 are as follows : In XXXX, I called UWM to inquire why my payment did not process as usual. I was told they were having issues and to give it another week or two. 
I called back a week later and was told that they had my check, but it had been sent to a different department. 
A few days later, at the end of XXXX, I received a call from collections asking for my delinquent payment. I provided the payment information and was assured that it would be addressed. I was also informed that I was not the only one in this situation. 
I called back at the end of the month and was told that the matter was handled. It was not. 
After XXXX 2021 payment came out and was applied to XXXX, I received a call mid XXXX from UWM asking for the payment. Again, I explained what transpired the previous month. Now, they were less than friendly and became threatening. I said I need a supervisor, as I was getting tried spend hours on the phone repeatedly explaining the same situation. 
I have since spoken with several UWM specialist, each one less special than the next. 
UWM does not have direct emails. All emails go to a centralized number and are picked out as needed. You can not dial telephonically directly. To get to a specialist, you have to spend a half-hour on hold a re-explaining the whole situation again. 
The level of incompetence of UWM, must be intentional. No healthy company can loss checks and deliberately avoid responsible paying customers. 
After speaking with XXXX of the first specialist, XXXX, who transferred me to XXXX. I was told he would send me my payment record. He did not. Prompting the following email through UWM email portal, which is the only way to contact them : Shortly after sending this email, my account was deleted. Again! I needed to call back to get in unlocked. Strange as nothing had changed and this wasnt the first time. See below : Phone call XX/XX/2021 @ XXXX hrs. from phone number ( XXXX ) XXXX - Hi XXXX this is XXXX calling you from United Wholesale Mortgage you had called, ummm, sent in a message in regards to a payment history. I am showing that was mailed to you on the XXXX of XXXX. If you did not receive it, please give us a call at ( XXXX ) XXXX and any of the representatives would be able to assist you with that. Im showing that it was mailed to you on the XXXX by XXXX of our executive resolution specialists. As I said if you did not receive that, please give us a call back. We would be more than happy to assist you with that. Ummm [ phone disconnects ]. 
If it was mailed on the XXXX, why did I send an email saying I did not receive it? Why does it take them so long to respond? It is clear to me the are refusing to provide the documentation I need to sort out their error. 
Documentation that is sent is useless as it can not be downloaded or opened : Phone call XX/XX/2021 @ XXXX hrs. from phone number ( XXXX ) - Good afternoon, this is a payment reminder call from United Wholesale Mortgage you can give us a call back at XXXX? XXXX. Called back and waited XXXX minutes to speak with someone. I was disconnected. 
Phone call XX/XX/2021 @ XXXX hrs. from phone number ( XXXX ) XXXX - Hello this message is for XXXX XXXX. Calling with united wholesale mortgage. If you could please give us a call at ( XXXX ) XXXX. Thank you. Have a great day. Again, tried to reach someone. Again, disconnected. 
Im now being harassed on a daily basis by UWM or XXXX of their minions. Please help me set these monsters at UWM straight before I lose my home and help me regain the XXXX XXXX that rightfully represents me as a borrower. 

UWM phone number XXXX XXXX XXXX XXXX. 
Consumer financial Protection Bureau at https : //www.consumerfinance.gov/complaint/getting-started/

Company response to consumer: Closed with explanation