Consumer complaint received 2025-09-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: UT

Complaint narrative:
I am filing this formal complaint against United Wholesale Mortgage ( UWM ) for multiple, ongoing violations of federal mortgage servicing laws, including ( but not limited to ) violations of the Real Estate Settlement Procedures Act ( RESPA ), the Truth in Lending Act ( TILA ), and the Consumer Financial Protection Bureau 's ( CFPB ) Mortgage Servicing Rules under Regulations X and Z.. 

These violations began following UWMs transfer of servicing for my mortgage loan in XX/XX/year>, and remain unresolved despite attempts to resolve with UWM as of the date of this filing. My loan was transferred from UWM in TX to UWM in NJ, but appears to be serviced by another company now that is undisclosed.

Nature of the Complaint : 1. Failure to Properly Credit Timely Payments ( 12 CFR 1026.36 ( c ) ( 1 ) ) Beginning in XX/XX/year>, UWM began rejecting timely and valid payments submitted through its online portal and over the phone due to servicing transfer errors. 

Despite daily attempts to make my XXXX payment, promise from UWM of ability to pay by XX/XX/XXXX, it was only accepted on XX/XX/XXXX. 

In XXXX, the payment was incorrectly reported as higher online and unable to be paid partially. It was only accepted over the phone on XX/XX/XXXX, and confirmed by both a representative and a supervisor to be the correct balance. However, the funds were placed into a suspense account and never applied to the loan, without notice of this action. 

As of XXXX, UWM is now refusing to accept any payment at all, regardless of method, despite my account being current under the original loan terms and buydown agreement.

UWM now claims I am more than 30 days delinquent, even though I have attempted to pay every month on time and in full based on my contractual obligations, and they are holding my XXXX payment in suspense. 

XXXX. Failure to Maintain Accurate Records and Payment Histories ( 12 CFR 1024.38 ( c ) ( 2 ) ) UWM has failed to maintain or provide access to my account history prior to XX/XX/year>. 

My online account was closed and replaced with a new account number, with no access to prior statements, payment records, or transaction histories a clear violation of record retention and borrower access requirements.

UWM agents informed me that servicing records can not be released without a court order, which is false and obstructive.

UWM repeatedly reports inaccurate owed balances online and acknowledges this error.

3. Misapplication of Funds ( 12 CFR 1026.36 ( c ) ( 1 ) ) Overpayments explicitly marked as " principal only '' appear instead to be applied to interest.

This violates both my loan terms and my buydown agreement.

UWM confirmed acceptance of the XXXX payment via phone, but failed to apply the funds to my loan, placing them in suspense without notice or explanation.

4. Incorrect Monthly Billing and Statements ( 12 CFR 1026.41 ) UWMs billing application continues to show inflated or incorrect amounts due ( {$2600.00} and {$2800.00} ) that do not reflect my contractually agreed-upon monthly payment of {$2400.00} under my buydown agreement, utilizing an incorrect percentage rate. 

The online payment system refuses to accept any payment lower than the incorrect amount shown, even when I offer to pay the correct contractual amount. 

As of XXXX, UWM has refused to accept any payment whatsoever, despite continued efforts on my part to pay the amount due under my original agreement.

Agents have confirmed in calls and emails that the original payment amount is correct yet no payment will be accepted unless I pay the inflated amount now shown in the system.

As a result, UWM has falsely reported my account as over 30 days delinquent.

5. Failure to Respond to Error Resolution Requests and Inquiries ( 12 CFR 1024.35 and 1024.36 ) I made repeated attempts ( often daily ) to resolve these issues via phone and online portal.

Calls were frequently disconnected by UWMs automated system, which often rejected my identifying information.

When I did speak with agents, they gave conflicting explanations. Some confirmed error tickets were opened, but not traceable with a number, and no acknowledgments or resolutions were ever issued in writing. Agents frequently promised resolution by a certain date that was then passed and ignored.

UWM has refused to provide internal servicing notes, citing a need for court order, which is both inaccurate and improper.

6. Improper Collections Activity During Active Dispute ( Dual Tracking ) ( 12 CFR 1024.41 ( f ) ) Despite having an active dispute and error review open regarding misapplied payments and a false delinquency, UWM referred my account to its collections department. As this transfer began in XXXX, I am now past the XXXX  day window of protection. 
Collections agents respond to me with questions indicative of foreclosure activity, in violation of dual tracking rules. I am automatically routed to the collections department.

Multiple UWM representatives confirmed that the delinquency was due to UWMs own internal errors, yet collections actions have continued.

7. Inaccessible Customer Service ( 12 CFR 1024.40 ) UWMs phone system repeatedly rejected my Social Security Number and disconnected calls, making communication nearly impossible.

I often waited on hold for extended periods or was forced to abandon calls due to work obligations.

UWMs online chat is mostly automated and does not allow for escalation or effective resolution.

8. Unlawful Withholding of Servicing Records I requested copies of my account history, payment records, and servicing notes.

UWM representatives initially stated they would upload documents, but recently stated that they would not provide these records without a court order or subpoena a false and unlawful position.

This obstructs my ability to resolve errors and violates transparency rights afforded to borrowers under federal law.

Harm Suffered : UWM has created a false and escalating delinquency on my account despite timely payment attempts, and accepted payments in XXXX and XXXX for correct balances since transfer, acknowledging that they were correct. 

As of XX/XX/year>, I am unable to make any payment at all, despite being contractually up to date on the mortgage. Agents refuse my payments and attempt to collect incorrect balance, stating they can not do anything else. 

This has caused significant emotional distress, time lost from work, and fear of wrongful foreclosure or credit damage. 

I am now being reported as more than 30 days delinquent, which is factually inaccurate and entirely caused by UWMs actions not by any failure on my part to pay. 

I am still being refused my attempts to make my XXXX payment. I have maintained my monthly payments in a separate savings account, and as a final effort I am mailing a paper check with my RESPA complaint. 

Agents have asked if I intend to continue inhabiting the home, which causes high concern. 

I have attached a file of this complaint, a timeline of events, a table of contents with supporting documentation, and a copy of the notice of error under RESPA that I am mailing today with my check.

Company response to consumer: Closed with explanation