Consumer complaint received 2023-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC
State: CO

Complaint narrative:
Here is a brief run down of what has happened with United Wholesale Mortgage over the last two months. 

In XXXX we were told that there was an issue with our account. We were unaware until then that there was anything wrong. I pay our mortgage with autopay with XXXX XXXX XXXX XXXX, so I don't usually worry about this payment. 

When I spoke with the woman at UWM in XXXX, she explained to me that the previous XXXX ( when our payments went up ) there was a slight discrepancy in the payment. This was my fault. I failed to adjust the auto-payment to reflect the new principal and interest payment. As a result, the payment was slightly short. They applied this payment strictly to principal, so it appeared that we were behind a payment. The woman on the phone explained that if we paid {$210.00} that our account would be up to date. She was going to reverse the fees because this was not a regular issue with our account, and she was going to pull the payment that was put strictly into principal and apply it correctly. At this point, we thought that everything was corrected. Our payment of {$210.00} was processed on XX/XX/XXXX coming out of our XXXX XXXX account. 

A week plus ago, XXXX got a phone call saying that there was an issue with our account once again. I explained my previous conversation with the new UWM member, but she told me that everything that the original woman explained wasn't accurate. I asked her to listen to the previous call or look over the notes, but she told me that she wasn't able to do that. She stated that I needed to pay an additional $ XXXX plus {$900.00} in fees. I asked to speak with a supervisor at this point. I am happy to pay the $ XXXX if I need to pay it, but I am confused as to why. After speaking with the supervisor, she said she was going to look further into the account. She said don't pay anything additional at that time. She promised that she would call me either way a week ago Friday, and I still haven't heard a word. She was going to listen to the original call and try to determine what was accurate, and she was hoping to get the fees reversed for me. I still haven't heard a word from them. I am concerned that this is going to negatively affect our credit. Like I said before, I am happy to pay the $ XXXX if we owe money. I am just confused as to what happened and the major discrepancies between last month and this month in what we owe. 

After calling daily ( some days more than once ), I finally got an answer from a supervisor. He then explained that we owed {$2100.00} but he had reversed the {$900.00} in fees. He said that they were also trying to reverse the credit dings on our account. We have not heard anything back regarding the credit reports, but I ended up paying everything because I was afraid that they would continue to file reports against our credit. The {$2100.00} was processed from our XXXX XXXX Account on XX/XX/18. 

We still don't understand what happened over a year ago, why it took SO long to make us aware of the issue, why the amount changed every time we spoke with them, or why we were told something different each time we spoke with UWM. 

We want our credit corrected and an explanation errors.

Company response to consumer: Closed with explanation