Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: United Shore Financial Services, LLC
State: MI

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, Michigan XXXX XXXX XX/XX/XXXX United Wholesale Mortgage ( UWM ) Loss Mitigation XXXX XXXX XXXXXXXX XXXX NJ XXXX Fax : XXXX RE : Appeal of Denial of Mortgage Modification Loan Number/Account Number : XXXX Dear Loss Mitigation Department, I am writing to formally appeal the denial of my recent request for a mortgage modification. Your stated reason for denialfailure to return documentsis factually incorrect. I have complied with all instructions and requirements, and have maintained continuous and clear communication throughout the process. 
For over a year, I have repeatedly notified UWM, both in writing and on recorded calls, that I am divorced. I am now a single woman and the exclusive owner, both legally and by deed, of my property. My former husband, XXXX XXXX, is neither on the deed nor the mortgage. This property has always been my sole responsibility. Our divorce was finalized XX/XX/XXXX, in XXXX XXXX, and you acknowledged all necessary documentation related to my divorce and legal name change via email in XX/XX/XXXX. 
At every point, I have acted in good faith : I made all required monthly payments and provided all paperwork as directed. 
I alerted UWM immediately when your loan modification paperwork listed me as married and erroneously required XXXX signature. I was told to report such errors, and I have done so. 
Despite my diligence, your team continued insisting on documents and signatures from a person with no legal claim or role in my property, without correcting the documentation. 
On XX/XX/XXXX, your representatives incorrectly advised that I execute a quit claim deed, despite XXXX never holding title or mortgage interest. This would not only be the wrong thing to advise, but this would cause me an uncap in property taxes, causing me thousands more in damages. 
Specific Incidents and Required Review On XX/XX/XXXX, I was hung up on by a UWM agent who behaved in an unprofessional and rude manner. I request this call be specifically identified, documented as customer abandonment, and fully investigated. 
I further demand that every call I have placed to UWM regarding this matter be pulled and reviewed by your internal Quality and Compliance Departments and the Consumer Financial Protection Bureau ( CFPB ). These calls provide clear evidence that, for over a year, I have continuously and accurately communicated my marital and ownership status. 
Restatement of Requested Remedy I request a comprehensive review of my file by your legal counsel and loss mitigation team via manual review. 
Restore and honor the original mortgage modification offer you provided to me, which proposed monthly payments of {$810.00}. I am prepared to sign correct documents reflecting my proper single status and sole ownership. 
Since your erroneous denial has forced me to pay the full contractual amount ( over {$900.00} ), for XX/XX/XXXX, I have endured additional financial hardship. 
Unless my contract rights are enforced and this matter is immediately rectified, I reserve the right to pursue legal action for enforcement of the modification terms and to protect my rights as a homeowner. 
Formal Complaint I reiterate that your mishandling of this process has created unnecessary distress and financial hardship, and I am proceeding with a formal complaint to the CFPB given your continued non-compliance and procedural errors. 
Requested Documentation Please provide a confirmation of receipt of this letter. 
I formally request copies of all correspondence, call recordings, call logs, and my complete account history. 
Thank you for your urgent attention. I anticipate a prompt and fair resolution. 
Sincerely, XXXX XXXX / XXXX. XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation