Consumer complaint received 2023-10-10
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: United Shore Financial Services, LLC (WA)

I am writing to bring to your attention a pressing issue I have been facing with my mortgage payments. On XXXX, I proactively set up automatic monthly payments to ensure the timely payment of my mortgage and maintain a positive payment history. However, I was surprised and dismayed when I was charged a late fee, despite having initiated the auto payment process. 

Upon discovering this issue, I immediately contacted my bank to confirm that there were sufficient funds available to cover the payment request. To resolve the matter efficiently and avoid unnecessary charges, I reached out to XXXX for assistance before proceeding with any payment. Unfortunately, the response I received from XXXX was both perplexing and disappointing. I was advised to make the payment first and only then seek a resolution after the payment was completed. This approach contradicts the standard practice of addressing issues before payment, leaving me with no choice but to reluctantly make the payment to prevent further complications. 

In an effort to facilitate a swift resolution and a refund of the late fee, I composed a formal email outlining the circumstances and attached my bank statement as evidence of the availability of funds on my end. However, my recent conversation with a XXXX customer representative has left me disheartened. When I inquired about the possibility of a refund for the erroneously charged late fee, I was informed that once a payment is made, there is no option to refund or waive the late fee. This response is in direct contrast to the guidance I received prior to making the payment, which led me to believe that a solution could be pursued after payment. 

My dissatisfaction with this situation arises from several factors : Mismanagement of Funds : XXXX is responsible for ensuring the smooth collection of funds from my bank, and my bank confirmed that sufficient funds were available. 

Conflicting Advice : The initial advice from XXXX recommended making the payment first and then seeking a solution, which contradicts the standard practice of resolving issues prior to payment. 

Lack of Consistency : The inconsistency in XXXX 's responses before and after the payment has left me feeling misled and unsupported. 

As a result of this ordeal, I am now forced to explore alternative payment methods, such as cashier 's checks, to prevent further complications. This inconvenience could have been avoided had the auto payment setup functioned as intended or if XXXX had provided more consistent and helpful guidance. 

I kindly request that you thoroughly review my case, considering the details provided in this email and the supporting documentation. I believe a fair resolution would involve waiving the late fee, which was charged due to circumstances beyond my control and the contradictory guidance provided by XXXX. I have always upheld my financial responsibilities and expect the same level of commitment from the institutions I engage with. 

I have previously filed a complaint with the Better Business Bureau ( BBB ) regarding this issue, but unfortunately, it has not yet been resolved. As a result of this unresolved matter, my credit has suffered significant damage, leading to a decline in my credit score. Additionally, I continue to incur late fees on my account. I did receive a letter from United Wholesale Mortgage ( UWM ) concerning this matter ; however, the letter did not provide a clear explanation of the situation. The primary communication from XXXX thus far has been an assertion that I have missed my monthly payment without a detailed explanation or resolution plan.