Consumer complaint received 2022-10-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: United Shore Financial Services, LLC
State: VA

Complaint narrative:
I have until XX/XX/XXXX to have a resolution to this matter presented to the courts. Otherwise, I am court mandated to place this property up for sale. This matter is time sensitive! 

I originally sent the XX/XX/XXXX e-mail to XXXX XXXX. XXXX, I am updating it to reflect additional detail. 

From : XXXX [ XXXX : XXXX ] Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX, XXXX XXXX Subject : [ External Email ] XXXX XXXX - Loan # : XXXX - Assumption - Complaint & Request For Call-Back From Supervisor on Assumption Team United Wholesale Mortgage XXXX XXXX XXXX on or about XX/XX/XXXX, I have been working with XXXX XXXX XXXX XXXX Assumption team relating to my express interest and application to assume my existing loan with UWM. In short, my goal/request is to remove my, now, ex-wife, from my existing home loan with UWM and assume the loan in it's entirety myself. 

Early in the process, XXXX provided me with a direct number to her, XXXX. I have sent dozens of e-mails to XXXX directing them to her, the Assumptions team, management, and provided my cell phone. Within the first 30 days, XXXX was reasonably responsive. Since then, it has been an exceptionally terrible experience. This is sad for many reasons. I am an excellent customer with UWM. I pay my mortgage payments in full and on-time. I've never had any issue and only great things to say about UWM previous to the Assumption packet process. 

I have requested multiple return phone calls from XXXX and weeks go by without any return correspondence whatsoever from her ; via e-mail nor a call. Even when communicating in my e-mails that I have time-sensitive / urgent matters and questions while also informing her that I must provide an update to a judge within XXXX weeks, XXXX week, 1 day, the day of court, XXXX refused XXXX contact me. This left me with the hardship of having to show my e-mail correspondence and call logs with UWM to the court to verify that even though months were passing by, the lack of an answer to my Assumption application was not due to my sitting idle, instead it was due to XXXXUWM refusing XXXX communicate with me in a timely manner. Furthermore, any documentation or anything else that XXXX or the underwriter had requested of me, I always submitted within 48 hours. 

Only after exhaustive efforts in redundantly calling in on last Wednesday XX/XX/XXXX, Thursday XX/XX/XXXX, and Friday XX/XX/XXXX, escalating to your 'Escalation ' team in prompting XXXX XXXX XXXX call me was I able to receive an update. Someone on a different team notified me that my Assumption packet had been denied, but could not log into the necessary systems to open the 'Denial ' letter to provide me with the rationale behind the denial. Only at XXXX XXXX, on XXXX, XX/XX/XXXX, did I hear from XXXX. In short, XXXX waited from XXXX until XX/XX/XXXX to respond to me in any manner. 

Previous to the Denial notification XXXX informed me that I was conditionally approved through underwriting with the XXXX exception that I had to verify with underwriting that I had the liquid assets to satisfy the requirement in my Divorce decree stating that I had to pay my ex-wife $ XXXX due to her for her equity in the home. In my efforts of communicating every step of my remedy to XXXX, initially, I was going to borrow $ XXXX from my XXXX. That was going to result in a payment of {$970.00}. In addition, I disclosed to XXXX that I was also interested in taking out a HELOC loan for $ XXXX with my local credit union The HELOC payment would be $ XXXX. $ XXXX + $ XXXX = $ XXXX. My other liquid assets ( XXXX stock & crypto accounts, XXXX XXXX checking, and my XXXX checking. ) more than satisfied the remaining $ XXXX due to my ex. When reviewing all of my liquid assets as a whole I had more than the $ XXXX to satisfy the court order to pay my ex the $ XXXX in her due equity. 

In short, per the e-mail below, XXXX confirms in writing that that my debt and/or debt-to-income ratio would be fine in taking on new, additional monthly payments of {$1500.00}, that my debt / debt-to-income ratio would be, and I quote, totally fine. 

However, as things evolved. I decided to NOT borrow any funds from my XXXX. Acting in good faith that what XXXX had told me was from the underwriter and valid, I borrowed $ XXXX from XXXX via a HELOC with a monthly payment of {$780.00}. I sent all of the verification documents inclusive of the Terms & Conditions and verification that the funds were in my account and also verification of the monthly payment due. 

As you can clearly see, the monthly payment of {$780.00} for the HELOC that I decided to move forward with is significantly less than the {$1500.00} monthly amount that I had just previously discussed with XXXX. XXXX stated that my debt-to-income ratio would not be an issue with underwriting, per ( I trusted ) your underwriting team. 

I also included a XXXX ( my employer ) statement showing my held commission ( $ XXXX ) with XXXX that is due to me. I expect this all to be paid out before end of year. I requested that that be sent to your underwriting team. 

When I opened up the denial letter, finally sent to me via e-mail, to my complete surprise, I learned that I had been denied due to my 'Debt-to-income ' ratio, per an escalation team rep. My surprise was related to a number of factors. First, I know that my income far exceeds what I owe, my liabilities. I have much more coming in that what I have going out monthly. As my credit scores, and payment history with UWM reflects, I make my payments in full and on time. More importantly, on XX/XX/XXXX, I had just brought this very issue to her attention. Per the attached e-mail correspondence below and also attached, I had instructed XXXX to engage UWM 's underwriter with my following question : My question for your underwriter is : Would UWM approve me in assuming my existing loan with this additional {$1500.00} ( {$970.00} + {$570.00} ) monthly payment for these loans? 

Per the below response from XXXX, she clearly states that my debt & debt-to-income ratio was not of concern. Believing the very same thing and also my after receiving confirmation from your underwriter BEFORE I acted, in good faith, on it with a third party lender. I moved forward with the HELOC loan from the third party lender. As you are aware, your customer has no direct communication with your underwriter. I understood and trusted that XXXX response to my inquiry was coming directly from your underwriter as, again, my instruction was for her to engage the underwriter with my inquiry before I acted on it. To go on, before acting on this, I did speak with XXXX over the phone to which I had reiterated that I wanted to make sure that before I signed for an additional loan ( s ), that it was not going to result in a denial from UWMs underwriter. Again, I was told by XXXX that I was, totally fine. 

Since this time, I have called in working with your Escalation team and have been requesting a phone call from a member of management on the Assumption team. The Escalation team Reps have also informed me that they have requested this phone call from a member of management on the Assumption team on my behalf. Today is XX/XX/XXXX. To date, I have yet to receive my redundantly requested phone call from a member of management on the Assumption team.

I wish to discuss my entire file with a member of management on the Assumption team. I want to ensure that every document that I had submitted to XXXX XXXX was added to my file and taken into consideration by UWMs underwriting team. To go on, lots has changed since XX/XX/XXXX. I have additional liquid assets, I have paid off a $ XXXX credit card, etc. Additionally, I keep being told that there is an appeals process but that the manager from the Appeals team will have to inform me of it. How am I supposed to know the appeals process if I can never receive the phone call from that member of management. Please have a member of management on UWMs management team call me to further discuss this matter, ASAP. 

I have until XX/XX/XXXX to have a resolution to this matter presented to the courts. Otherwise, I am court mandated to place this property up for sale. This matter is time sensitive! 

Tue, XX/XX/XXXX XXXX pm XXXX, XXXX. 

I am still wanting to pursue the Assumption process. 

With this information, I am going to change gears a bit. 

I inquired with my XXXX XXXX, my XXXX provider. I ca take out a loan against my XXXX. The max amount I may loan is $ XXXX. The monthly repayment amount would be {$970.00} If I do a HELOC loan for $ XXXX, the payment would be $ XXXX. 

I would be able to pay $ XXXX from my XXXX XXXX Checking account This would total the $ XXXX needed to pay the equity due to my ex. 

My question for your underwriter is : Would UWM approve me in assuming my existing loan with this additional {$1500.00} ( {$970.00} + {$570.00} ) monthly payment for these loans. I have no concerns in paying them. 

Thank you. 

XXXX XXXX XXXX, XX/XX/XXXX XXXX am Good Morning XXXX, Yes that would be totally fine, that shouldnt do much to your debt to income ratio. They will want to see the terms and conditions of the XXXX loan and HELOC loan to verify the monthly payments and etc. 

Again, sorry for this hassle. I appreciate your patience. 

Thank You XXXX XXXX Assumption Dept In conclusion, just as I have requested for months now, I am again requesting a return call-back from a Supervisor in the Assumption department as soon as possible. I understand that there is an appeal process. I have questions pertaining to the appeal process and also other additional questions to which I would like to speak over the phone with a Supervisor upon. Furthermore, if the denial is final, UWM has caused me egregious financial damages and past, present, and future hardships. I am requesting further review. Lastly, there are also some changes that I need to be considered by UWM including, but not limited to : My father has provided me with a gift of $ XXXX to which I have paid off $ XXXX in debt owed on a XXXX credit card, bringing that balance to {$0.00}. This would impact my debt-to-income ratio. 
I tried to bring this to XXXX attention, but since early XXXX to date, she has yet to return my call. I was told from other representatives all last week and by XXXX, via e-mail, on Friday that a manager would be calling me. It is XXXX PM on XX/XX/XXXX and XXXX nor a manager has returned my call. 

You may reach me on my cell : XXXX. 

Thank you. 

XXXX XXXX

Company response to consumer: Closed with explanation