Consumer complaint received 2024-08-03
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 (NV)

Dear Sir/Madam, I am writing to file a formal complaint against United Wholesale Mortgage / Loan Servicing ( UWM ) XXXX a company that I have found to be incredibly predatory, manipulative, and consistently failing to follow regulatory guidelines. This complaint is detailed, capturing every single issue I have experienced with UWM. 

Failure to Meet Response Deadlines I submitted my last mortgage mitigation application on XX/XX/XXXX. UWM failed to respond within the mandated 30-day period, a deadline they have missed not once, not twice, but three or four times previously. This repeated failure to meet the 30-day response deadline is a blatant disregard for the regulatory requirements and demonstrates their negligence. 

Proof of Submission Included with this complaint, I have provided proof of the tracking information showing the package was shipped to UWM 's office. Additionally, the documents were uploaded electronically to their system, and I have included proof of this as well. 

Restrictive and Unreasonable Payment Policies Despite their failure to acknowledge my application, UWM has sent numerous notices such as payment reversals and payment reminders. 

They have placed restrictive conditions on my account, refusing most payment types unless made through certified funds. This requirement forces me to mail payments or pay a {$30.00} wire fee, adding unnecessary financial strain during an already challenging time. 

Harassment Through Correspondence From XX/XX/XXXX to XX/XX/XXXX, UWM sent 16 threatening correspondences about foreclosure and payment sanctions, without any acknowledgment of my assistance request. This constant harassment exacerbates my distress and further complicates my ability to manage my mortgage obligations. 

Contradictory Responses and Documentation On XX/XX/XXXX, UWM claimed my application documentation was insufficient. The next day, I received another letter, also dated XX/XX/XXXX, stating my application was complete as of XX/XX/XXXX. 

These contradictory statements are confusing and undermine the credibility of UWM 's processing system. 

Unnecessary Appraisal Valuation Despite declaring my application incomplete on XX/XX/XXXX, UWM ordered an appraisal valuation on XX/XX/XXXX. This action is illogical and suggests improper handling of my application. 

Rejection of Payments I have made efforts to fulfill my payment obligations by sending a certified check, which UWM rejected and returned nearly two weeks later. A representative had indicated that payments would be applied to the outstanding balance once my account was in the loss mitigation department, yet this was not honored. 

Insurance Policy Mismanagement On XX/XX/XXXX, I received a notice claiming my insurance policy had expired, despite it being paid. I promptly sent proof of payment and a copy of the receipt via tracked mail, which is included with this complaint. 

Erroneous Notices and Threats of Foreclosure XXXX XX/XX/XXXX, UWM notified me that my application was missing documents, despite prior acknowledgment of completion. On XX/XX/XXXX, they sent a notice of default, threatening foreclosure by XX/XX/XXXX if payment was not received. This tactic is consistent with their previous behavior during my COVID forbearance request, where they falsely claimed deficiencies in my application to justify issuing a notice of default. 

Allegations of Discrimination I believe there is a high degree of discrimination in UWM 's actions, possibly based on orientation, ethnicity, or other factors. Their scare tactics and predatory practices appear to target vulnerable individuals disproportionately, undermining the American middle class. 

Request for Investigation I request that the Consumer Financial Protection Bureau ( CFPB ) thoroughly investigates UWM 's actions and reviews their history of complaints, including : CFPB Complaint No. XXXX CFPB Complaint No. XXXX Their repeated failures, contradictory statements, and predatory practices warrant serious scrutiny and regulatory action to prevent further harm to consumers. 

Additional Details To provide more context, I will elaborate further on each of these points : Failure to Meet Response Deadlines The pattern of missed deadlines is egregious and systemic. In my case, the initial mitigation application sent on XX/XX/XXXX was just one of many instances where UWM failed to respond within the required XXXX period. Each missed deadline adds to the financial and emotional burden placed on borrowers like myself, who are already in distress. This is not an isolated incident. Over the past year, I have documented multiple instances where UWM has failed to meet response deadlines. 

In each case, I have provided all required documentation promptly, yet UWM has consistently failed to acknowledge receipt or provide timely responses. This pattern of behavior indicates a systemic issue within the company, rather than a series of isolated incidents. 

Restrictive and Unreasonable Payment Policies The restrictions placed on my account are particularly burdensome. By refusing to accept most payment types and requiring certified funds, UWM is creating additional hurdles for borrowers who are already struggling to make their mortgage payments. The added cost of mailing certified funds or paying a {$30.00} wire fee further exacerbates the financial strain. 

Moreover, these restrictions seem to be applied arbitrarily. In my case, UWM refused to accept a certified check I sent, returning it nearly two weeks later. This delay not only increased the risk of late payment penalties but also added unnecessary stress and confusion. UWMs actions appear to be designed to create additional barriers for borrowers, rather than facilitating timely payments. 

Harassment Through Correspondence The volume of correspondence I received from UWM between XX/XX/XXXX and XX/XX/XXXX is staggering. In just over six weeks, I received 16 separate letters, each one more threatening than the last. These correspondences included warnings of impending foreclosure, demands for payment, and notices of account restrictions. 

The constant barrage of threatening letters creates an environment of fear and uncertainty. Rather than addressing my request for assistance, UWMs communications focused solely on punitive measures. This harassment adds to the emotional toll of an already stressful situation and makes it difficult for borrowers to navigate the mortgage assistance process. 

Contradictory Responses and Documentation The contradictory responses I received from UWM highlight significant issues with their internal processes. On XX/XX/XXXX, I was informed that my application documentation was insufficient. The very next day, I received another letter, also dated XX/XX/XXXX, stating that my application was complete as of XX/XX/XXXX. 

These contradictory statements are confusing and undermine my confidence in UWMs ability to manage my account effectively. Such inconsistencies are not only frustrating but also indicate deeper issues within UWMs operations. It appears that different departments or employees are not communicating effectively, leading to conflicting information being sent to borrowers. 

This lack of coordination adds to the complexity and confusion of the mortgage assistance process. 

Unnecessary Appraisal Valuation The ordering of an appraisal valuation on XX/XX/XXXX, despite my application being deemed incomplete on XX/XX/XXXX, raises serious questions about UWMs handling of my case. If my application was truly incomplete, there would be no reason to order an appraisal. This action suggests that UWM may be prematurely preparing for foreclosure, rather than genuinely assessing my eligibility for assistance. 

This premature ordering of an appraisal adds to the stress and uncertainty faced by borrowers. It indicates that UWM may be more focused on moving forward with foreclosure proceedings than on providing the assistance needed to help borrowers stay in their homes. 

Rejection of Payments Despite my efforts to fulfill my payment obligations, UWM rejected a certified check I sent and returned it nearly two weeks later. A representative had indicated that payments would be applied to the outstanding balance once my account was in the loss mitigation department, yet this was not honored. This rejection of payments is particularly troubling, as it suggests that UWM is not acting in good faith to help borrowers meet their obligations. 

The rejection of payments not only increases the risk of late fees and penalties but also adds to the confusion and frustration faced by borrowers. It creates additional hurdles for those who are already struggling to keep up with their mortgage payments and undermines the trust between borrowers and servicers. 

Insurance Policy Mismanagement On XX/XX/XXXX, I received a notice claiming my insurance policy had expired, despite it being paid. I promptly sent proof of payment and a copy of the receipt via tracked mail, which is included with this complaint. This incident is just one example of UWMs mismanagement of my account. 

Such mismanagement can have serious consequences, including the imposition of forced-place insurance, which is often more expensive than the borrowers own policy. It also adds to the administrative burden on borrowers, who must constantly provide proof of payment and other documentation to correct errors made by UWM. 

Erroneous Notices and Threats of Foreclosure XXXX XX/XX/XXXX, UWM notified me that my application was missing documents, despite prior acknowledgment of completion. On XX/XX/XXXX, they sent a notice of default, threatening foreclosure by XX/XX/XXXX if payment was not received. This tactic is consistent with their previous behavior during my COVID forbearance request, where they falsely claimed deficiencies in my application to justify issuing a notice of default. 

The issuance of erroneous notices and threats of foreclosure creates a climate of fear and uncertainty for borrowers. It undermines the purpose of the mortgage assistance process, which is to help borrowers stay in their homes. Instead, UWMs actions seem designed to expedite foreclosure proceedings, rather than providing the support needed to prevent them. 

Allegations of Discrimination I believe there is a high degree of discrimination in UWM 's actions, possibly based on orientation, ethnicity, or other factors. Their scare tactics and predatory practices appear to target vulnerable individuals disproportionately, undermining the American middle class. 

Discrimination in the handling of mortgage accounts is a serious concern. It not only violates fair housing laws but also exacerbates the challenges faced by already vulnerable populations. UWMs actions appear to reflect a pattern of targeting certain borrowers for more aggressive and punitive measures, rather than providing equitable treatment to all customers. 

Request for Investigation I request that the Consumer Financial Protection Bureau ( CFPB ) thoroughly investigates UWM 's actions and reviews their history of complaints, including : CFPB Complaint No. XXXX CFPB Complaint No. XXXX Their repeated failures, contradictory statements, and predatory practices warrant serious scrutiny and regulatory action to prevent further harm to consumers. 
I urge the CFPB to consider the systemic nature of the issues I have outlined and to take appropriate action to hold UWM accountable for their actions. 

This includes enforcing compliance with regulatory requirements, addressing discriminatory practices, and ensuring that borrowers are treated fairly and with respect. 

Thank you for your attention to this urgent matter. I look forward to your prompt response and to seeing meaningful action taken to address these serious concerns. 

Sincerely,