Consumer complaint received 2021-02-02
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: United Shore Financial Services, LLC (WA)

I am writing you because I am still receiving emails about UWM ( United Wholesale Mortgage ) loan document they call a VSRLRLC ( Veteran 's Statement Regarding Loan Refinance and Lender 's Certification ) The problem lies with the companies identification of the " Loan Number '' on the VSRLRLC. I have multiple emails messaging UWM to amend their document to some extent to make it blatantly apparent which number they are wanting on their document. UWM tries to close the loan with the Lender Mortgage Case Number when in fact they want the VA Agency Case Number, due to what I continue to inform them is an administrative grammatical error from not being specific about what information they want on their document. This is a known problem for the company, due to an information breach on their part when XXXX XXXX Operations Specialist II - Government Resolutions p XXXX Ext. XXXX sent me the incorrect file of another customer a clear breach of information security. UWM tried to tell me the VA Agency Case Number is not always available at the time of signing, I find this statement untrue in my situation due to the VA Agency Case Number being on the very next page of the closing documents, and in fact I find this again to be a grammatical mistake originating from a confusingly written document. UWM tries to close the loan with the Lender Mortgage Case Number in the " Loan Number '' row of the VSRLRLC when in fact they want the VA Agency Case Number. Then weeks to months later, ( three months in my case ), run a process they call an " audit '' ( documented in my emails ), to ex post facto change the VSRLRLC and have the customer resign the document, therefore nullifying their circumvention of the financial process. 

Here is a copy of the last email I sent UWM : To Whom it may Concern : At this point XXXX XXXX is being harassed by United Wholesale Mortgage ( UWM ), and UWM is to stop contacting XXXX about this issue. He will not speak with UWM about this issue unless they can follow his request to fix his VSRLRLC in order to improve customer education. He has other emails showing this is a regular practice, and calling it an " audit '' is an incorrect use for their practices. His concern for this practice stems from his view that UWM is trying to work around the financial system to speed up the financial processes, reminiscent of how the USA fell into the financial crisis of XXXX. Proof of this is shown as a regular practice from XXXX XXXX 's identical email as XXXX 's from XX/XX/XXXX intended for another customer, account information and all, which is a clear breach of information security. The breached email is the reason his suspicion was peaked to begin with, as well as their lack of encrypted programming for emailed documents. XXXX has told them on multiple occasions to regard his non-public personal information with the utmost regard for cyber security, and still, he is receiving more emails from XXXX XXXX, XXXX XXXX, and XXXX XXXX with a total lack of regard for protecting XXXX 's personal identity. XXXX is very agitated with this company, imposing their mistakes or " audits '' onto the customer by creating " ( revised ) '' ( UWM 's words ) to ex post facto change the VSRLRLC and have the customer resign the document, therefore nullifying their circumvention of the financial process. With a lack of customer education at the time of signing to explain the Loan Number process, he is not going to go back and sign a new " ( revised ) '' document, without the VSRLRLC being amended. The reference XXXX XXXX sent with his last email XXXX XXXX, XXXX, VA Circular XXXX, is too abstract for an unknowledgeable lendee to be responsible for at closing, and with no customer education, it is immoral and unacceptable. 

What would be a fair resolution to this issue? 

1. Amend the VSRLRLC by changing " Loan Number '' to " HUD/VA Agency Case Number '' to prevent future mistakes. 
2. Provide written customer education at closing for XXXX and future customers. 
3. Explain the use of the VA Agency Case Number and Lender/Mortgagee Case Number for XXXX and future customers.