Consumer complaint received 2024-01-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: FL

Complaint narrative:
This is a qualified written request under Section XXXX of the Real Estate Settlement Procedures Act ( RESPA ). 
This is our LAST AND final attempt demanding UNITED WHOLESALE MORTAGE to honor the update made on my account as inscribed on both our Payment deferral agreement and the letter received by XXXX XXXX XXXX on XX/XX/XXXX ( attached ) which include the following : and on XX/XX/XXXX, the enclosed updated Payment Deferral Agreement was forwarded to you. As noted in this document, effective XX/XX/XXXX, your loan was adjusted to reflect the next payment due date as XX/XX/XXXX. In addition, our systems were updated to defer the repayment of your forborne payments to the maturity date of the mortgage or earlier upon the sale or transfer of the property, refinance of the mortgage loan, or payoff of the interest-bearing unpaid principal balance We have spoken with different executive team members and customer service agents, and AS USUAL WITH UWM  CUSTOMER service agents , Consumer Advocate, Servicing division are USELESS, they just go back and forth between them, failing to honor the updated Payment Deferral Agreement : The customer service representatives are unprofessional and rude. The amount of lack of accountability and overall process has been a nightmare. Each time I call they tell me something different. 
Now UWM customer service/executive department is claiming that we have a Escrow shortage WHICH IS FALSE!! Attached BOTH property insurance certificates showing that WE NEVER HAD ANY GAP IN COVERAGE PLEASE NOTE : As confirmed in the email dated XX/XX/XXXX at XXXX and also in the documents received from XXXX XXXX my loan is CURRENT. 
Im ATTACHING THE LETTER-DOCUMENT RECEIVED FROM XXXX XXXX XXXX XXXX Director of Consumer Affairs XXXX XX/XX/XXXX. As follows : In addition, our systems were updated to defer the repayment of your forborne payments to the maturity date of the mortgage or earlier upon the sale or transfer of the property, refinance of the mortgage loan, or payoff of the interest-bearing unpaid principal balance. This deferral amount of {$9200.00} includes XXXX ( XXXX ) principal and interest payments totaling {$8400.00} and {$730.00} representing private mortgage insurance premiums disbursed on your behalf during your forbearance. Your next monthly payment is due XX/XX/XXXX, in the amount of {$1100.00} On XX/XX/XXXX I sent an email to the consumer advocate and to XXXX XXXX XXXX as follows : PLEASE XXXX XXXX XXXX take a note that we have sent a check for the amount of {$3500.00} dollars as a PREPAID for the months of XXXX XXXX AND XXXX, as we dont have any more issues with this company. 

the response from XXXX XX/XX/XXXX at XXXX PM : " XXXXXXXX XXXX XXXXXXXX, UWM is not reporting your loan as delinquent and have not assessed a late fee. Your loan is current as of this date. Upon receipt of your payment, we will post it to your account.Thank you '' On XX/XX/XXXX a payment of {$730.00}. XXXX was made, this amount was incorrectly placed towards XXXX, I immediately call so this can be fixed as previously explained. On XX/XX/XXXX I spoke not with one but with XXXX agents from UWM please see LETTER ATTACHED ( XXXX at XXXX : XXXX XXXX  ) as instructed and I scheduled the remainder of {$430.00} The payment was processed on XX/XX/XXXX as partial payment, again I tried to contact XXXX of the customer service agent and, as always, no logical explanation has been given FAILING TO HONOR THE AGREEMENT AS PER XX/XX/XXXX PLEASE UPDATE MY ACCOUNT AS ACCORDED AND APPLY THE PREPAYMENT CHECK FOR XXXX XXXX AND XX/XX/XXXX. 

I understand that generally under Section XXXX of RESPA you are required to acknowledge my request within XXXX business days of receipt and must try to resolve the issue within XXXX business days of receipt. 
In the event of a lawsuit, I intend to seek redress to the fullest extent permitted by law. 
Please pay attention to this matter immediately Sincerely, XXXX XXXX XXXX XXXX Thanks XXXX  # XXXX

Company response to consumer: Closed with explanation