Consumer complaint received 2023-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: United Shore Financial Services, LLC
State: TX

Complaint narrative:
I am writing to file a formal complaint against United Wholesale Mortgage ( UWM ) and XXXX XXXX XXXX regarding significant delays in closing my mortgage loan, unjust charges I have incurred as a result of these delays, and a lack of transparency and communication throughout the loan process. My experience with these entities has been exceptionally frustrating and financially burdensome. 

The crux of the issue revolves around the excessive delay in closing my mortgage loan. Initially scheduled for closing on XX/XX/XXXX, the date was subsequently rescheduled to XX/XX/XXXX. Approximately XXXX days prior to the rescheduled closing date, both United Wholesale Mortgage ( UWM ) and XXXX XXXX XXXX ceased correspondence with me. Despite my persistent attempts through numerous phone calls and text messages, I received no response from either party, even though I had previously provided all requested documentation. 

Adding to my concerns, after the loan closing was rescheduled, I was faced with additional requests for documentation. Notably, this additional request came after the initial lock on the loan had expired, leaving me in a vulnerable position. After numerous calls, I was finally able to speak with XXXX from UWM, who verbally assured me that the rate of 6.625 % would be relocked at no additional charges. 

However, when I received the Closing Disclosure ( CD ), I was dismayed to discover that the loan points had undergone significant changes and continued to fluctuate daily. In an attempt to avoid further interest charges on my existing loan, I reluctantly agreed to a loan point of 1.754 % and a {$4000.00} origination fee to close on XX/XX/XXXX. 

Regrettably, on XX/XX/XXXX, when I contacted Infinity Title, which was supposed to be the same company that initially handled the title process, I encountered further complications. The situation regarding my mortgage loan has been marked by a severe lack of transparency, communication, and professionalism on the part of both UWM and XXXX XXXX XXXX. 

The lack of transparency extended to my involvement in email communications between my chosen title company, XXXX XXXX, and UWM. I was initially added to these email communications but was subsequently removed by UWM and XXXX XXXX XXXX, presumably to prevent me from gaining insight into the status of my loan and their internal discussions. 

Both UWM and XXXX XXXX XXXX have continually pointed fingers at XXXX XXXX, the title company I selected based on their prior experience in handling the title process for my property. The contact information for XXXX XXXX was provided to both UWM and XXXX XXXX XXXX over a month ago, but they did not initiate contact until XX/XX/XXXX or XX/XX/XXXX. 

As a result of these delays, my closing costs have escalated by over {$3000.00}. Moreover, I have incurred charges on my current loan, totaling over {$6000.00} over the XXXX months it has taken to close the new loan. These charges are a direct consequence of the delays, and I find them to be both unjust and unfair. 

In light of the above circumstances, I kindly request that the Consumer Financial Protection Bureau thoroughly investigate this matter and take appropriate action to ensure that both United Wholesale Mortgage ( UWM ) and Imperium Lending LLC address these issues promptly and fairly. Specifically, I am seeking : Reimbursement for the increased closing costs, totaling over {$3000.00}, due to the fluctuation in loan points and additional fees. 
Compensation for the charges incurred on my current loan, totaling over {$6000.00}, as a result of the delays in closing the new loan. 
I have attached supporting documentation, including correspondence with both United Wholesale Mortgage ( UWM ) and XXXX XXXX XXXX, as well as financial statements, as evidence of my attempts to address these concerns directly with the lenders. 

I appreciate your attention to this matter and your commitment to protecting consumer rights. I look forward to a timely resolution of these issues and a just outcome. 

Thank you for your assistance.

Company response to consumer: Closed with explanation