Consumer complaint received 2022-02-20
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC (NV)

Hello, I am writing this complaint to resolve an issue with my mortgage holder United Wholesale Mortgage. I purchased a new home in XXXX of 2020 with UWM so this is a very new loan. From my records I set up XXXX auto payment on their website on XX/XX/XXXX and they removed me from auto pay on XX/XX/XXXX because they said they were unable to locate my account. I spoke to someone on XX/XX/XXXX and asked why my payments have not been auto drafting. They told me that they could not find the account so I confirmed my account and wiring information with the agent. This same day I made a payment of {$8900.00} for XXXX payments ( XXXX ) that had not been drafted. I then received a late charge ( {$190.00} ) on XX/XX/XXXX because my XXXX payment was not auto drafted. This is when I received a 30 day late notice reported to the credit agencies ( XX/XX/XXXX ). Another late charge was assessed on XX/XX/XXXX ( {$190.00} ). On XX/XX/XXXX I called and asked what happened again and made the XXXX payments that were missing ( {$8900.00} ) for XXXX and XXXX. I again asked what was going on with my account numbers and wiring information and confirmed everything with an agent again! Another late charge was assessed on XX/XX/XXXX ( {$190.00} ) when I got that late charge I called in again and asked why my account is not auto drafting and confirmed account information again and also made my required payment ( {$4400.00} ). The same day XXXX auto enrolled again online after confirming all my information because I am trying everything to resolve this issue. They also submit a credit correction on this day for XXXX installment that was missed. They did removed XXXX late charge totaling {$190.00}. I wrote a message to UWM in their messenger app regarding all of this as the agent advised this would be considered written notice. I received a message back I would have to write in to the company for any review to take place. The auto enrollment was again removed on XX/XX/XXXX because they said they couldn't find the account information. I enrolled in the auto draft AGAIN on XX/XX/XXXX XXXX XXXX day! On XX/XX/XXXX I was unenrolled again from auto pay and my credit correction was denied. I AGAIN tried to enroll in auto pay on XX/XX/XXXX and the same day made a payment of {$4400.00} and CONFIRMED my account information again with the phone agent! This agent told me to call back in XXXX to make sure the payment had gone through. XXXX days later on on XX/XX/XXXX I was UNENROLLED AGAIN and the payment I made on XX/XX/XXXX with the phone agent said the bank information could not be found and they tacked on another late fee ( {$190.00} ) on XX/XX/XXXX. I specifically asked this agent to make sure this payment went through and she said to CALL BACK IN XXXX. I called on XX/XX/XXXX and finally asked for a supervisor because at this point I have spent so much time trying to figure this out I was hoping a supervisor could figure it out! I was advised there was nothing they could do except verify the banking information again and I would have to write letters to the company which I did. I've spent hours on the phone, XXXX, XXXX XXXX, at home, etc contacting UWM trying to get this figured out. I have had multiple mortgages since XXXX and have not missed payments on any of them and have the capability to pay all my debts. I worked diligently on my end to try to make sure my servicer had the information they needed to receive payment. My only request is that the 30 day late payment on my credit report is removed. I have no issue paying all the late fees if that's what it takes even though I believe after the numerous times I was enrolled and XXXX enrolled and given bad information from representatives, I should not have to pay these. My credit is very important to me which is why again I have spent hours typing out all this information. I'm hoping you can protect the consumer and UWM will provide a credit correction due to the circumstances. Thank you for taking the time to read this.