Consumer complaint received 2024-10-10
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: United Shore Financial Services, LLC (NC)

My husband is a 100 % XXXX XXXX XXXX that exited the military in XXXX of XXXX. We then refinanced with United Wholesale Mortgage for a lower rate. We closed that on XX/XX/XXXX. My husband was blessed with a job offer that would allow him to make a comfortable life for our family without worsening his physical condition. He got his official offer of employment XX/XX/XXXX. We traveled to Florida XXXX to explore options for living. The smartest thing for us that would give us a safe space to live was to buy. So we toured homes and put in an offer on the best XXXX on XX/XX/XXXX. We came back to North Carolina to prepare to move and finish all we needed to close. The underwriters of XXXX XXXX requested paperwork from United Wholesale Mortgage stating we meet the requirements put in place by the VA to convert our property to a rental. The VA requires us to live in the home within XXXX  days of closing and occupy for at least XXXX  months. We moved into the North Carolina property on XX/XX/XXXX. We called United Wholesale Mortgage on XX/XX/XXXX to obtain any type of document stating this. United Wholesale Mortgage then told us we would have to wait up to XXXX days to receive anything. On XX/XX/XXXX they emailed us with a denial saying we couldnt rent out our property. We called them to get an explanation on the same day. They told us to send a copy of our previous mortgage with our actual starting date of occupancy. They stated they could only see the refinance that started on XX/XX/XXXX. We emailed our previous closing documents with the correct dates. We received another denial email on XX/XX/XXXX. Called to get clarification and see if they needed any other documents Or explanation. They told us to submit another request through email and wait another XXXX  days. We submitted another request with all the context of our situation. We waited about XXXX days and then called again since our Florida closing date was supposed to be XX/XX/XXXX so were obviously on a time crunch. When we called again they told us that they are choosing not to honor our time spent in the property and that its going to start over as of the date of the refinance. We then pointed out that our contract has a clause stating that in that case they can make exceptions if they were caused by extenuating circumstances. XXXX XXXX is listed in the VA definition XXXX extenuating circumstance. They told us to submit another request stating why we believe we deserve the exception. We submitted yet another request. XXXX nothing so we made a conference call to United Wholesale Mortgage with XXXX XXXX on the line. They told them the same unclear answer, they were choosing not to honor our time and we will have to wait XXXX  days for their research department to review our third request. Since our closing is XX/XX/XXXX we cant wait XXXX  days. XXXX feeling very discouraged by this whole situation. This situation felt so wrong. I feel like there has to be something that can protect us as consumers from this discrimination and mistreatment.