Consumer complaint received 2025-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: United Shore Financial Services, LLC
State: CO

Complaint narrative:
This is a follow up complaint to the complaint I filed and was sent to United Wholesale Mortgage in XXXX. Since then the company has continued to make several errors that are preventing deferral offers to be completed. 
This includes : XXXX. No one at the company being able to answer questions about a deferral offer in which there seemed to be discrepancies. I spoke with several people, filed queries with the underwriters, and spent roughly a month calling and calling and talking with people only to have representatives offer best guesses about the issues. I was told by XXXX representative, XXXX, that charges to escrow in the offer were added " unnecessarily. '' XXXX. I received a new deferral offer because of the issues with the previous offer. This time it seemed correct. When I tried to accept it prior to the expiration date I was told that it was closed. It took talking to XXXX XXXX  department that someone closed it out because I hadn't accepted the previous offer ( that contained errors and was told that there were unnecessary charges added to the escrow. ) I was constantly told by representatives that they would look into the issues and that they would call me back. No one ever followed up with return calls. I spent XXXX and XXXX and XXXX trying to resolve this issue. 
XXXX. It took a month to resolve this issue working with XXXX from XXXXXXXX XXXX and I finally received a new deferral offer and accepted it prior to the deadline. I spent over XXXX XXXX  on hold waiting to talk to someone to make sure the offer went through properly in the system and that there would be no mistakes. I was assured everything was fine. XXXX called about a week later to tell me that there actually were errors. Someone input the dates wrong in the system. While I had, in fact, accepted the offer prior to the expiration on the letter that I received, the offer was revoked by the system. 
XXXX. In the call with XXXX described in point XXXX, XXXX explained he had a new offer ( this was on XX/XX/XXXX. I accepted the offer on the phone with XXXX. 

Payments for this ( hopefully final ) accepted offer should begin this month ( XXXX ). The new balance and offer are not reflected in my UWM portal and I am locked out of making payments in the portal. I would like to resume payments. I have been trying to resolve this issue since XX/XX/XXXX2025 when my original offer -- that I accepted prior to the expiration -- wasn't completed because of an " internal error. '' I want UWM to honor its agreements and I want to resume making payments according to this agreement. I need this issue resolved immediately. 

Because of all these " internal errors '' I asked XXXX to speak with his supervisor because I wanted accountability for the company and I wanted to know how all these errors could be made. I was told that he would let his supervisor know and that I would receive a call. I have yet to receive a call. After so many mistakes on the part of UWM I do not accept responses in which someone tells me " let 's just chalk this up to a bunch of errors '' or that we will use this as " teachable moments '' or that " we strive to do better than this. '' That may be acceptable after XXXX error and if the company actually puts in effort to fix their mistakes instead of making the customer put in time and countless XXXX over XXXX months to ensure the errors by the company are fixed ( all with the threat of foreclosure hanging over everything ). Again, it is UWM 's repeated mistakes that put me in this situation.

I have kept extemporaneous notes of almost all of my contact with UWM and can provide detailed information regarding my efforts to resolve this issue and what representatives said to me ( this includes employee names and ID # when applicable. )

Company response to consumer: Closed with explanation