Consumer complaint received 2022-04-25
Company: United Shore Financial Services, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My daughter and I have a mortgage serviced with United Wholesale Mortgage located at XXXX XXXX XXXX XXXX XXXX. Ph : XXXX. We opened this is XX/XX/XXXX. My daughter moved to XXXX and shortly after opened up a local bank account with a local credit union. She got the accounts mixed up in XXXX and XXXX and had XXXX returned items not for XXXX however, but for an error as the bank account was closed. In XXXX she had her online payment privilege 's taken away and was told she needed to mail in certified funds for XXXX yr. I called in and spoke with an agent in XXXX after we received a notice that they sent back a partial payment. Turns out they lost one half of the money order sent and we had to send in another half plus the returned money order on a rush to cover that payment for XXXX. NOTE XXXX MAILED IN PAYMENT WAS RECEIVED AND CREDITED. They told us to dispute the online payment reinstatement due to the error and XXXX XXXXXXXX XXXX  guidelines are that if XXXX or more XXXX XXXX  happen within a certain timeline. So we are trying to get our online payments back on. But in the meantime we are fighting to pay our monthly payments. XXXX we sent in XXXX payments. Only XXXX of those XXXX received. ( XXXX month payment we are 90 days out to get back ) Now in XXXX we have already sent in XXXX payments with tracking confirming receipt and its the XXXX and they still say they have not received our payment. NOTE : NOW 3 MONTHS MORTGAGE PAYMENTS WE ARE OUT AND WONT GET REFUNDED FOR 90 DAYS ). My daughter is XXXX and living on her own. This is creating a hardship and can not keep paying XXXX or XXXX mortgage payments each month in order to avoid a 30 day late on our credit reports. We need our online payments reinstated and they said they will get to it XX/XX/XXXX. Her funds are not being refunded from her bank until 90 days so she is {$2700.00} in the hole and doesn't have money to pay her bills and cant keep this up! We have sent the bank statement showing she had funds to cover the payment so they can reinstate our online payment privilege 's. Receipts to show payment made and tracking info was received all 3 times. Yet no one can figure out why they sometimes get it and sometimes don't. No can help when we call, nothing get done in time and when we do get a response they don't help. We just need our online payments reinstated per guidelines and we can avoid a hardship that they are creating. 
Its important to note that In XXXX I was on vacation when I got the mailed notice regarding the returned partial payment and that the mortgage had not yet been paid. This was on the last day of the month after hours. There was no way to make a payment, online privilege 's were taken away for my daughter but I thought if I could go on the account and make my own account I could pay online, but I couldn't. I tried to do an instant money gram and they do not accept those either. Unless its business hours or you can pay online, THERE IS NO WAY TO PAY.

Company response to consumer: Closed with explanation