Consumer complaint received 2021-01-15
Company: United Shore Financial Services, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
At the end of XX/XX/XXXX I was notified by my XXXX XXXX XXXX XXXX that the Escrow Dept that impounds my Mortgage Account At UNITED WHOLESALE MORTGAGE had not yet sent the correct tax amount for my Parcel as indicated online. This began a routine of several phone calls and many hours trying to connect with Escrow and Tax Depts only to be told XXXX XXXX XXXX XXXX XXXX was incorrect and XXXX paid the Taxes on my parcel on time per XXXX Representatives. As enclosed documents will show you this was not the case. XXXX finally paid my parcel bill with penalties from my Impounded Escrow Account XX/XX/XXXX. This began an ongoing struggle of me trying to connect with Escrow and Tax Depts only to be redirected to a customer service reprehensive. I finally received a call back from a XXXX in the XXXX XXXX apologizing for all the confusion, errors, mistakes, frustrations, and assured me the penalty fees were not my fault as evident by documents and the fees would be returned back to my account including overpayment of Taxes sent and returned but never restored to my Escrow Account. This never happened and from this point on representatives stated they would help me resolve this issue when I called to follow up but this never occurred. I continued to be told I would be called back, someone would take care of this and the monies would be returned to my Escrow Account and this was not the case. Sadly the same thing occurred with my next installment due to XXXX XXXX XXXX in XX/XX/XXXX it was paid with penalties as well. Because the Escrow and Tax Depts refused to correct the issue and look up the taxes due on my parcel prior to sending out the payment from my impound account. This after months 10 to be exact I began to get frustrated because everyone stated they would help when in fact that was not the case. I left several messages with only a few call backs that eventually transitioned to NO call backs. In the middle of all this an Annual Escrow Analysis recalculated my Escrow Account and because of all the errors from XXXX ( My money being taken out of my Escrow Account and never replaced ) my House payment was going to go up over a XXXX Dollars a month. Desperate now I decided to close my Impound Account with XXXX because after 10 months XXXX still had not replaced or repaid back my Escrow Account with Penalties and over payments taken directly from my Escrow Account. This finally forced XXXX after 10 long months to finally send me a check with some of my own money from my Escrow Account late XX/XX/XXXX. I was told this would include penalty fees from both installments but it did not as evident my Disclosure Statement of Check. So after months of daily or weekly or bi weekly phone calls during this time I finally had enough and I am now forced to refinance my mortgage in an ongoing effort to be paid back the money wrongfully taken from my account which I was told several times would be returned by XXXX but that was not the case. During the refi process XXXX sent a letter Stating XXXX XXXX XXXX had Identified that my mortgage was past due and affected by a natural disaster. I had to prove that my mortgage was indeed current and this was not the case as stated by XXXX. XXXX tried to lie in an effort to stop the refi of my loan. United Wholesale Mortgage continues to lie, cheat, and steal for what reason from my Account. I need the CFPB to investigate my claims and help me to receive all my money back form my impounded Escrow Account with United Wholesale Mortgage including penalty fees. I also need for XXXX to explain or return my paid money sent to them during my REFI. A letter was mailed to me good until XX/XX/XXXX stating payoff and 4 days later because of the hold up from XXXX XXXX team as stated above somehow 4 days later that amount increased over XXXX XXXX Dollars. And the increased amount was sent to XXXX for payoff of my loan to finally be rid of them. This refi XX/XX/XXXX which was necessary because of all the fault stress and emotional frustration XXXX has put me through for almost a year now. Due to their faulty practices and misconduct, I am now paying thousands to refi to get out of this loan with United Wholesale Mortgage. Enclosed are all attachments including my notes from some dates of conversations.

Company response to consumer: Closed with monetary relief