Consumer complaint received 2025-11-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: United Shore Financial Services, LLC
State: GA

Complaint narrative:
Subject : Formal Complaint Regarding Misapplication of Mortgage Payments and Potential Violations of Federal I am writing to formally address a serious issue regarding my mortgage account with United Wholesale Mortgage ( UWM ), which has caused significant financial hardship and distress. 

Since XX/XX/year>, I have experienced repeated problems with the misapplication of my payments. Specifically, I made a payment in XX/XX/year>XXXX  that UWM claims was NSF and subsequently reversed. I provided proof of payment through official correspondence from XXXX XXXX XXXX, including bank letters with the relevant skip trace number, demonstrating that the payment was indeed withdrawn from my account. Despite this, UWM took approximately two months to rectify the issue. 

Additionally, I received a message from XXXX XXXX via the UWM portal indicating that the XXXX payment was finally applied. However, no explanation was provided regarding the cause of the prior misapplication or steps taken to prevent a recurrence. I have also submitted proof via fax and uploaded documents, dating back to XX/XX/year>, showing receipt of payments. 

Furthermore, my account has been restricted so that I can only send payments via certified mail. Despite this, payments for XXXX and XX/XX/year>XXXX  were not properly credited. I submitted proof from my bank, including skip trace numbers, verifying that the payments were made on the respective dates. The XX/XX/year>XXXX  payment was not applied, and the XX/XX/year>XXXX  payment, mailed via verified USPS mail with tracking number [ XXXX ], has been pending pickup at UWMs payment XXXX XXXX XXXX XXXX, New Jersey XXXX XX/XX/XXXX. As of today, XX/XX/XXXX, the payment remains unapplied. 

As a furloughed government employee with no income, these unresolved issues have resulted in my account being 71 days past due, despite my providing clear proof of all timely payments. During this period, I have encountered unprofessional conduct, including calls being transferred or disconnected, receiving fraudulent contact information for the dispute center, and a lack of responsive communication. 

Under 15 U.S. Code 1641 and federal laws prohibiting unfair or deceptive practices, mortgage servicers are obligated to accurately credit payments and to handle customer disputes in good faith. Fraudulent misapplications or the failure to promptly correct payment errors may constitute violations of federal law, including elements that could be subject to enforcement actions by the Consumer Financial Protection Bureau ( CFPB ) or the Federal Trade Commission ( FTC ). 

I urge UWM to promptly rectify this situation by correctly applying all payments, providing an explanation of the causes for the misapplication, and ensuring transparent communication moving forward. Failure to resolve these issues may lead me to pursue legal action, including filing complaints with federal regulatory authorities.

Please treat this matter with the urgency it warrants. Ive done everything possible to correct and reach out about this.

Company response to consumer: Closed with explanation