Consumer complaint received 2025-10-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
We began struggling with our mortgage payments due to some additional expenses that were incurred around XX/XX/year>. We wanted to get caught up with the mortgage so, I took a loan out on my XXXX XXXX and used that along with my incentive bonus to make XXXX months worth of payments on XX/XX/year>. Prior to this, my husband had multiple conversations with United Wholesale Mortgage regarding our mortgage being late and confirming how far behind we were. Every time he talked to them, they claimed we were only XXXX months behind and did not qualify for any assistance yet. 

When I called to make the payment for XXXX months, I was able to get them to forgive the late fees, which helped. I explained that we were struggling and that the only reason we could make such a large payment was that I received and incentive and took out a loan. I was told by operator XXXX that I qualified for a loan modification and also for other programs. The operator said she was applying for those for me and I should hear back within 45 days. 

XX/XX/year>, we received a letter stating that United Wholesale Mortgage was transferring our loan from their XXXX, TX branch to their XXXX NJ branch. XX/XX/year>, they said they received our Loss Mitigation Application. XX/XX/year>, we were notified that we did not qualify for a loan modification or other alternative because we were now less than 61 days delinquent. We were repeatedly told that we were not far enough behind to receive assistance, but prior to making the double payment in XXXX, we were over 61 days delinquent and were told we did not qualify for assistance. XX/XX/year> we were informed that we were in default of our loan and we should contact the XXXX XXXX department in XXXX, NJ. We immediately completed a XXXX XXXX XXXX and United Wholesale Mortgage confirmed receipt XX/XX/year>. We specifically requested a loan modification to help us get the payment to something manageable. 

On XX/XX/year>, United Wholesale Mortgage informed us that they approved a loan repayment in the amount of {$4600.00}. Our previous loan amount was for $ XXXX immediately appealed this decision and were denied. United Wholesale Mortgage said that their decision was final. They further notified us that our loan was being transferred on XX/XX/year> to XXXX Mortgage. 

During this process, we reached out the XXXX XXXX of the XXXX XXXX, who advised us of some options. They could not offer any financial help. We are now working with XXXX XXXX to see if we qualify for any programs. My husband and I have both entered into contract agreements with XXXX XXXX to manage our debt. We explained this to United Wholesale Mortgage. Yesterday, I discovered a letter in my online account from United Wholesale Mortgage that said our escrow account was short. It is dated XX/XX/year>, but we never received this notice and were not notified of any increased payment that would be due. I have a phone interview scheduled with the XXXX XXXX tomorrow in hopes to find a resolution to this. In the meantime, I would like you to know about the business practices of United Wholesale Mortgage. They have been less than helpful. Increasing the amount of the monthly payment has made this impossible for us to manage. My daughter, son-in-law, and XXXX XXXX XXXX grandson live with us. We can not simply short sale the home and move into something else. My husband is a XXXX Veteran. He reached out to his resources, but no one could assist us. My daughter that lives with us is a XXXX XXXX patient. Moving to another state is simply not optimal for healthcare reasons and I have been building retirement with my work for nearly 14 years. United Wholesale Mortgage lied to us and failed to advise us of an escrow shortage. They created an impossible payment plan and have done nothing to help us. In fact, in their final denial letter, they stated that they could ask us for fees they incurred in their review of loss mitigation. I don't know how any of what they have done is supposed to help anyone. Then, to sell our loan while we were negotiating is simply unethical. Now we have to start over with a new mortgage servicer and we have no idea if it will be better or worse. I hope you can investigate United Wholesale Mortgage and prevent this happening to someone else.

Company response to consumer: Closed with explanation