Consumer complaint received 2024-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: CO

Complaint narrative:
I have a mortgage with United Wholesale Mortgage ( UWM ), XXXX XXXX XXXX XXXX. 
XXXX, MI XXXX, that originated on XX/XX/XXXX. The loan is a conventional loan with a XXXX, XXXX buy down ( seller paid concessions that would pay 2 % of my mtg during the first year and 1 % during the second year ). My mortgage payment is set up to automatically draft monthly on the XXXX. 

In XX/XX/XXXX, I logged onto my mortgage account to make an early payment and saw a banner stating the I could not submit a payment. I thought there may be a delay with my account updating to the new payment amount ( per the 2, 1 buy down ) and that the system had not updated. I left it alone, thinking that my payment would draft on XX/XX/XXXX. The next time I logged in around the XXXX or XXXX, I saw that the payment had not processed. I reached out to the customer service number listed to find out what why the payment was not processing. It took several calls and towards the end of XXXX, a customer service representative finally found out that my account was under review, but they could not tell me why the review was happening. Please note that I received no communication, written or by phone, from UWM stating that they were reviewing my account or that a hold would be placed on it preventing my payments from drafting, that they would not be processing my payments, or when I could expect that the review would be completed, the payments processed, and applied. I can provide more details on my efforts to contact customer service including screen shots during our follow up discussion. 

When my XX/XX/XXXX payment did not draft, I submitted written inquiries via UWMs messaging system trying to find out when they were going to draft my payment and apply it to my loan. I sent XXXX inquiries before receiving a response that indicated I should call customer service. I called, explained my situation again and again, before finally speaking with a representative who said they would do some research. That representative spoke with me on XX/XX/XXXX and explained that my account was under review because there was an error on UWM 's side when they onboarded my loan. I stated, again, that I was concerned about this negatively impacting my credit and that I would be charged late fees. The representative also explained that the hold on my account would prevent those issues. I had logged on and saw the next auto draft date was XX/XX/XXXX. I asked the representative if thats when the review would be completed any my payments drafted. They said they didnt know, but that I could disregard any collection calls. I finally felt like I had an answer and that once the review was finished, everything would process, and my loan would be current. 

In XXXX, I started receiving calls and texts from UWM. I called customer service that they were going to tell me the review was complete and that they had applied the XXXX and XXXX payments as I had continued to keep money in my bank account in anticipation of this happening. Instead, I was informed that my account was two months past due, including late fees. After a very frustrating conversation with their customer service representative, I was finally able to speak with a gentleman in Special Products Review who said that the hold on my account was released on XX/XX/XXXX. Again, there was no communication from UWM, they just released the hold and their systems updated showing that my account was past due, I was assessed late fees, and my loan was reported to the credit bureaus as being two months late. This was all due to their own internal processes, failure to contact me prior to the audit and hold being put on my account, and their failure to contact in writing once the review was complete. My credit score went from the mid-700s to XXXX. I explained my situation, that the error was not on my part but with how UWM handled my account during their review of it, that I tried numerous times to have the payment drafted and applied. 

I followed the instructions of the gentleman in Special Products Review to draft a letter specifically outlining the situation and my efforts to correct it, how to submit the letter and notified customer service, so that they could notify him that the letter had been received and so that he can send it for review and, hopefully, get the erroneous negative credit reporting corrected. I have since tried to reach out to find out when this issue would be corrected. I have tried for the last three months to address this situation with UWM. With the low credit score, I am at risk of my creditors closing my accounts, raising interest rates. I have spent hours trying to rectify this situation and am now being penalized for UWMs actions.

I have attached the following documentation including : Letter requesting credit bureau correction Spreadsheet showing account transactions from XX/XX/XXXX XXXX

Company response to consumer: Closed with explanation