Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — VA 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: WI

Complaint narrative:
Complaint Against : XXXX XXXX and United Wholesale Mortgage ( UWM ) Description of Events : I am filing this formal complaint regarding a tax disbursement error originating in early XX/XX/XXXX and the subsequent failure of XXXX XXXX to provide professional or transparent customer service. 
XXXX. Financial Error & Lack of Disclosure : In early XXXX, I received a check addressed to me and my tax municipality for an incorrect amount. Despite my repeated requests, XXXX has failed to provide a transparent explanation as to why this check was issued or how the specific amount was calculated. 
XXXX. Documented Evidence of Exhausted Resolution Efforts : I have made extensive, good-faith efforts to resolve this directly with the servicer and lender. As evidenced by my records, I have participated in multiple calls lasting XXXX minutes or longer, totaling nearly XXXX hours of documented phone time without a resolution : XXXX XX/XX/XXXX : Initial outreach regarding the incorrect tax check ( Duration : XXXX minutes ). 
Several calls on early XXXX after a XXXX XXXX called back but left no way to cont them back. 
XX/XX/XXXX : Outgoing call ( Duration : XXXX minutes ). 
Thursday ( XX/XX/XXXX ) : Outgoing call ( Duration : XXXX minutes ). 
Friday ( XX/XX/XXXX ) : Outgoing call ( Duration : XXXX minutes ). 
Friday ( XX/XX/XXXX ) : Outgoing call ( Duration : XXXX minutes ). 
Despite these lengthy sessions, managers consistently left messages without providing direct return contact information or referencing sufficient internal notes to move the case forward. 
XXXX. Unprofessional Conduct and Intentional Disconnection : On XX/XX/XXXX, I returned a call from an " Account XXXX '' named XXXX. I requested a XXXX due to the history of unresolved tax issues. XXXX was immediately dismissive and explicitly stated she would not follow up to ensure the issue was resolved. She claimed she was the highest level of authority available. During this discussion, the representative intentionally hung up on me. I attempted to call back immediately, but the center had closed for the day. 
Desired Resolution : As a veteran, I am requesting that the CFPB compel Cenlar to : Provide a full written accounting of the tax disbursement error and the check issued in XXXX. 
Provide written confirmation that my escrow account and tax payments are now accurate and in good standing. 
Formally address the unprofessional conduct of the representative ( XXXX ) who terminated our call while a financial discrepancy was still being discussed, and kept referring me to another organization or team. I just wanted someone to own the issue. After 3 months, the company finally resolved the tax portion and finally figured it out. However, they have been adjusting my Escrow XXXX in the last 5 months. I have been asking for detailed explanation on these Escrow changes and have not gotten any responses.

Company response to consumer: Closed with explanation