Consumer complaint received 2026-05-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: United Shore Financial Services, LLC
State: NY

Complaint narrative:
We closed on my home on XX/XX/XXXX paying {$5800.00}. After being in the home 4 months we started receiving Escrow Checks from the servicer United Wholesale Mortgage. During the months of XXXX, XXXX we had received 3 checks back from the Escrow Account from the servicer. We weren't sure why we were receiving these checks, so we called the servicer to ask what the reason was? We were told they were overage checks from the Escrow Account and that they couldn't be placed back into Escrow because we couldn't have any overage by law. The Mortgage had then gone down about {$900.00} so the mortgage was then {$4900.00}. Two weeks later we received a bill stating our Escrow Account was in a negative state. United Wholesale Mortgage the servicer had paid our neighbors taxes along with ours out of our Escrow Account. It then increased the mortgage significantly about {$3400.00} which then made my mortgage {$8400.00}. Creating this huge mistake was the reason my Escrow was then {$20000.00} in a negative. We called to address this issue sending them our title and neighbors title to clarify it was a HUGE mistake made on their behalf. At this point we felt we couldn't fight this error on our own because we weren't receiving any answers to make us comfortable that they were going to do their part with correcting this issue. Therefore, the closing attorney had gotten involved as well. He called the XXXX and XXXX to notify them of their error and explained that they had to correct it on their behalf. A month had then gone by and its XXXX, and still nothing had been done to correct this issue. United Wholesale Mortgage at this point tried to transfer our account to servicer XXXX XXXX and they ended up transferring the account back to the original servicer United Wholesale Mortgage in a different location from the first servicer because the account was in a mess. Now it's the first week of XXXX the previous servicer had to wait to receive our account so we can start over with getting the account corrected. Two months had gone by, and no payments could be made on the mortgage. Once our account was updated with the 3rd servicer the mortgage payment was too high at the amount of {$8400.00} to even make any payments. We then had to start the whole process all over with getting the Escrow corrected. We were calling every day to speak with the Escalations team to see if we could be given a short pay just so the mortgage wouldn't fall behind. At this point I felt not enough was being done to correct the situation at hand, therefore I filed a complaint with NY State and with Consumer Financial Protection Bureau. I didn't know what to do at this point while waiting for a response from the State but to file for Loss Mitigation to see how we could get back to paying a mortgage that was affordable for us. We were approved for a repayment plan for {$5000.00} but the interest rate that I originally had at closing which is 5.75 % would have to change to 6.75 %. We worked so hard to get as low as possible on an interest rate we were comfortable with on our mortgage just for it to go up XXXX point due to the Bank 's errors. We felt that the bank didn't take any accountability and had just placed all the negative weight on the customer. While we were making the pre-trial payments, we hadn't signed any documents, nor did we receive any committing to the pre-trial payments. We were making the payments that were on the account because that was what was placed on the account to pay to keep the mortgage current. We had only appealed the decision of the interest rate increasing because we thought there was something that could be done to correct that decision. However, the bank denied the appeal and ended up taking the pre-trial payments off of the account so now the mortgage would increase again tremendously above what we could afford. I then took the next route to receive Housing Counsel from XXXX to get help with this issue. On XX/XX/XXXX, we put in an application for Loss Mitigation a second time and now the bank denied it because we didn't make the 3rd payment of the pre-trial, but they had removed those payments from the account, so it was impossible to make those payments until the end of the trial. Now they are saying HUD is denying us from another modification because you are only entitled to 1 in a 12-month span. We were NEVER told this and we never wanted to come out of the first modification, just to keep what we felt was owed to us after such a disaster and huge mistake on the behalf of United Wholesale Mortgage, our interest rate at closing. Me and my Husband worked very hard to become homeowners, we have fought with United Wholesale Mortgage for over a year for our home and mortgage to be corrected. This has affected our credit when we both at XXXX point had XXXX plus credit scores as well as our sanity, we NEED our home we can not lose it when we are the victims in this whole thing. We hope and pray that someone can help us during this serious matter.

Company response to consumer: Closed with explanation