Consumer complaint received 2021-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX Date : XX/XX/2021 Subj : Irresponsible Mortgage Company I would like to file a formal complaint against United Wholesale Mortgage ( UWM ) for gross negligence in the handling of my account. Therefore, let me begin by telling you my story. 

On XX/XX/2021, I refinanced my rental home through XXXX XXXX XXXX XXXX Towne XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Office : XXXX. At signing, my wife and I were provided with a very large loan packet ; in which, a copy of the First Payment Letter instructions and a Temporary Payment Stubs, ( see attached First Payment Letter and Temporary Payment Stubs ). 

I followed the instruction of the First Payment Letter, but never received a loan statement ; therefore, two weeks before my first mortgage payment was due on XX/XX/2021, I reached out to UWM. I explained to the UWM representative that I could not locate their address via my XXXX XXXX Banks bill pay ( electronic payments ) portal. The representative informed me that there was no such address for UWM at XXXX. XXXX XXXX XXXX, NJ. XXXX. I was dumbfounded, but was instructed to I send the XX/XX/XXXX payment to XXXX XXXX  at XXXXXXXX XXXX XXXXXXXX XXXX XXXX, Ca. XXXX. 

Additionally, I was instructed to use the service number # XXXX rather than the loan number # XXXX, which confused me because its commonly to use the loan number rather than service number to identify ones account. 

On XX/XX/2021, my wife sent the XX/XX/XXXX payment via ( bill pay ) in the amount of {$860.00} dollars, but for unknown reasons the money was returned to my account on XX/XX/2021. When I noticed the discrepancy, I immediately reached out to UWM and paid the amount of {$860.00} dollars telephonically. 

For the XX/XX/XXXX payment, it was sent via ( bill pay ) on XX/XX/XXXX, delivered XX/XX/XXXX, and cleared XX/XX/2021, ( see proof of payment attached ). For the XX/XX/XXXX payment, it was sent via ( bill pay ) on XX/XX/XXXX, delivered XX/XX/XXXX, and cleared XX/XX/2021, ( see proof of payment attached ). 

In the first week of XXXX, I received two delinquent notices and a monthly mortgage statement from UWM ; in which, late fees had been assessed. All were dated XX/XX/2021 ( see attached ). The monthly mortgage statement reflected that I now owed XXXX dollars for my XX/XX/XXXX payment. A second loan statement arrived dated XX/XX/XXXX now reflected that I owed {$890.00} dollars ( see attached ). Keep in mind that I was instructed to mail the mortgage payments to XXXX XXXX. 


When I contacted UWM around XX/XX/XXXX, a female representative told me the following ; she stated that it was my fault because I should have been sent the payments to New Jersey rather than XXXX XXXX. When I pressed her about the First Payment Letter instructions and a Temporary Payment Stubs, she was dismissive and I sense her ambivalence ; nonetheless, she reaffirmed that I was responsibility for the loan amount reflecting on the XXXX loan statements. 

I was furious to say the least, and told her : XXXX NO, Im not paying nearly {$2700.00} dollars. She injected and said she would remove the late fee of {$43.00} dollars, this time! I quickly verified via XXXX XXXX Bank that my XXXX payment was in fact sent XX/XX/XXXX, delivered to UWM on XX/XX/XXXX, but for unknown reasons it was cashed on XX/XX/XXXX, ( see XXXX proof of payment ). When I brought this to her attention, she again dismissed it as my fault because I was sending my payments to wrong address. I requested that she email me the correct address ; but as of yet, no correct UWM address has been received. I was taken back by her attitude, but feel this is a compendium by UWM. 

On XX/XX/XXXX I contacted UWM and spoke to XXXX. I explained the situation and she informed me that I my account was paid up to date ; and that in fact, I was one month ahead in mortgage payments. Not fully understanding this, I asked why I had received late notices when it was UWM who cashed the check late. She did not know but then referred me to UWMs resolution department. 

I then spoke to XXXX, a representative from the resolution department who stated Id done everything correctly. I had mailed the check to the correct address, and correct information annotated onto the check. Now she too was baffled by the UWMs cashing the check in such a late manner. She went on to say that she would look into this ; now what does that mean : it means they dont care! 

For example, On XX/XX/2021, I received an encrypted email from UWM proving me a copy of my XX/XX/XXXX payment for {$890.00} dollars. The XXXX payment was sent on on XX/XX/XXXX, delivered XX/XX/XXXX, and cashed on XX/XX/XXXX ; ( see XXXX proof of payment ) and yet, they want me to pay the late fees? 

In closing, whichever Federal Department oversees banking, they need to investigate UWMs business practices. Furthermore, since I have exonerated myself, I want it in writing from UWM that no negative information would be forwarded to the credit score bureaus. And since UWM is so quick to blame, deny wrong doing, and make counter allegation, I respectfully request to be compensated for loss of enjoyment of life in the amount {$2600.00} dollars, or Ill will take them to small claims.

Sincerely XXXX XXXX XXXX

Company response to consumer: Closed with explanation