Consumer complaint received 2023-11-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: UT

Complaint narrative:
XX/XX/XXXX {$5600.00} paid with escrow shortage. They claim they did not make escrow shortage adjustment because escrow analysis was not completed until XX/XX/XXXX XX/XX/XXXX {$5600.00} withdrawn from my checking account Phone call to pay Escrow since I changed Mortgage Insurance and I wanted monthly payments to decrease. I hesitated and changed my mind at the end of the call and asked them not to withdraw because they did not know the amount I owed, but they withdrew immediately from my account XX/XX/XXXX The shortage was XXXX and the amount I paid ( {$5600.00} ) was not applied or the excess not refunded me in a timely manner XX/XX/XXXX biweekly draft {$2900.00} was processed for the XXXX payment which had been automatically withdrawn for many months since we refinanced the loan XX/XX/XXXX Called the office asking for the monthly payment to be adjusted since the escrow shortage was paid in full, UWM states, " regrettably, we failed to review the XX/XX/XXXX transaction and apply the {$2900.00} drafted XX/XX/XXXX to the escrow account. We appologized for the inconvenience '' They lied, and did not apply escrow amount and reimburse me excess amount I paid Then proceeded to delete my bi-monthly payments as the following dates will show XX/XX/XXXX XXXX bi-monthly withdrawal XX/XX/XXXX contacted office I was advised that XXXX was applied to escrow XX/XX/XXXX. XXXX {$3000.00} began to draft at a higher monthly rate XXXX XXXX contacted the office with a phone call requesting to have monthly payments adjusted since the escrow shortage had been paid in full. UWM " inadvertently reversed the {$3000.00} from XX/XX/XXXX installment and applied it to the escrow account XX/XX/XXXX XXXX XXXX, XXXX drafted second payment XXXX I called requesting my refund of excess escrow payment BUT they refunded the check XXXX dated XX/XX/XXXX so I cashed it XXXX thinking it was the excess escrow payment since I overpaid NOT a returned mortgage payment My troubles began XX/XX/XXXX they started mailing me delinquent notices. XX/XX/XXXX attempt to contact me to pay to reactivate my budget drafting. They couldn't reach me because I was in the middle of a crisis where water damage in my ceiling damaged from a broken Washing Machine all my hardwood floors and I was in the middle of a mold clean -up and new floor fix. So I was in a home disaster and starting to get delinquent notices causing a great deal of stress. I thought budget drafting would continue to withdraw my bi-monthly payments since it had for the past year on time and consistent. 

XX/XX/XXXX UWM returned the {$3000.00} drafted XX/XX/XXXX Now I am confused and call again to UWM very upset XX/XX/XXXX I paid {$5700.00} for XXXX installment UWM waived {$230.00} late payment XX/XX/XXXX paid {$5700.00} UWM waived XXXX late payment Now the benefit of budget drafting is SO helpful because it can save XXXX years off your mortgage payments. We have 2 other homes that our parents live in and budget drafting continued with those 2 properties. However, XX/XX/XXXX, I just received a notice that UWM is selling one loan to another lender which happens. But we specifically re-financed last year to have the bi-monthly payments on all our properties to budget better and pay off earlier. I don't know if the new lender allows bi-monthly payments. 

In order to re-instate budget drafting I needed to pay another month of payments in advance to re-instate this benefit. I saved, and saved XX/XX/XXXX I requested budget drafting AGAIN so I paid an extra mortgage payment XX/XX/XXXX I received a letter that UWM would draft bi-monthly payments XX/XX/XXXX I called again to see why they had not withdrawn to the monthly payments and they said my request was not eligible XXXX Authority, purpose, and scope State and federal housing creditors regarding the making, purchase, and enforcement of alternative mortgage transactions with consumer protection Where is my protection to save money when I am trying to pay on time, have bi-monthly payments and UWM can not apply my escrow payment correctly then deletes my ability to pay bi-monthly. And I tried to reinstate it again and was denied this benefit

Company response to consumer: Closed with explanation