Consumer complaint received 2024-01-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
My mortgage is with United Wholesale Mortgage. Account # XXXX. They sent me a request to verify my Homeowners insurance. I sent the document via their website on XX/XX/XXXX showing that coverage was effective XX/XX/XXXX expiring XX/XX/XXXX. I received a letter from UWM on XX/XX/XXXX stating " Thank you for providing evidence of insurance coverage for the above referenced property. Our records have been updated to reflect this information. The insurance that was purchased on your behalf has been cancelled. Any unearned premium that may have been charged to your escrow account will be refunded. " I was alarmed that they force placed insurance but the letter stated it was cancelled so i didnt take any further action. My payment is {$1700.00} per month. I have no escrow account. I pay my taxes and insurance separately. The payments are automatically taken out of my bank account. The payment deducted in XXXX was {$1700.00} so i was reassured that the situation was resolved. On XX/XX/XXXX i noticed that they withdrew {$1900.00} for the payment. I was alarmed so i went onto their website and it described that the once again force placed {$3100.00} of insurance. I called in and spent over an hour on the phone on XX/XX/XXXX explaining the matter. They said that they force placed the insurance because i had a lapse in coverage from XX/XX/XXXX to XX/XX/XXXX. I explained that i did have coverage and asked for an explanation as to why they would state that. Why did they lose my records. Common sense would prove that if there was no coverage that they would have force placed insurance back in XXXX of XXXX, yet they didn't. And i never received any communication stating that they didnt have proof. They refused to listen and argued that i didnt have coverage. I contacted my insurance company and had them send me the evidence of insurance coverage for the period of XX/XX/XXXX to XX/XX/XXXX. I uploaded it to thier website on XX/XX/XXXX. I called in today XX/XX/XXXX to get the isuue resolved and to get the extra {$260.00} refunded. They gave me the run around for over another hour. I asked for a supervisor. The refused to put a supervisor on the phone. They stated they will update their records but that the {$260.00} would be to the escrow account. I stated that i didnt want it to go to an escrow account and that i wanted it refunded to my bank account. Once again, I have never had an escrow account. And i proved that this mistake was on their end and not on my end. Here is a big question. How can they charge a customer {$3100.00} for a policy that they never intended on purchasing. They cant purchase a policy for coverage a year ago. They had proof that my coverage is current. They had proof of the coverage from XX/XX/XXXX to XX/XX/XXXX at some point because they never questioned my payments for that entire period. I want the situation resolved immediately. They place you on hold and try to make it so difficult that you give up.

Company response to consumer: Closed with explanation