Consumer complaint received 2024-03-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: MI

Complaint narrative:
I originally took a Covid-related forbearance plan with United Wholesale Mortgage in XX/XX/XXXX. 

UWM started the forbearance plan in XX/XX/XXXX, and I requested and was granted an extension in XX/XX/XXXX for an additional XXXX months. I received HAF assistance to pay for the first XXXX months of forbearance payments in XX/XX/XXXX and applied in XX/XX/XXXX. 

Upon the completion of the XXXX  months of forbearance on XX/XX/XXXX, I requested a deferral of the payments and was approved for the deferral by UWM per the loss mitigatio

n specialist I spoke to. I never received an information packet, or a call from UWM 's servicing department regarding the approval or denial in the mail within XXXX  days as I was informed I would receive.

I assumed I was approved for the forbearance plan, and as I am in the mortgage industry myself, I called
UWM 's servicing department on XX/XX/XXXX in order to check whether the forbearance deferral was approved and to pay the deferred escrow balance and my XXXX months payment in order to not have any late payments on my mortgage. I was told that I never accepted the forbearance plan after I was approved ( I never received any information regarding this ) and that I would have to reapply for a payment deferral. I was told that there was no possible remedy for not receiving this in the mail or getting no call from UWM regarding this. I was told that I would not receive any late payments on credit for any of the payments in deferral from XX/XX/XXXX- XX/XX/XXXX. I requested to make my XX/XX/XXXX payment in order to not have a XXXX  day late payment on my credit report. I paid a total amount of {$4700.00} via ACH withdrawal authorized over the phone- {$1600.00} of which I was told would be applied to my XX/XX/XXXX payment, and the rest of which would go towards my escrow advance balance to bring the past due amount on that to {$0.00}. 

On XX/XX/XXXX, I received a letter from UWM regarding the approval of my deferral plan, informing me I must call by XX/XX/XXXX to accept the terms of the plan, to begin on XX/XX/XXXX. I called UWM 's servicing department on XX/XX/XXXX to make my XX/XX/XXXX payment and accept the terms of the plan. I spoke to XXXX, employee ID XXXX, who informed me that the payment I made on XX/XX/XXXX was applied as {$1600.00} towards my XXXX, XXXX and XX/XX/XXXX payments, and that the payment I made was not applied towards my XX/XX/XXXX payment or the escrow balance. I asked for this to be fixed and any incorrect items on my credit to be corrected. I was told by XXXX that I could not have these corrected, as she was told by her supervisor, and that I should not make my XX/XX/XXXX payment, or any payments until XX/XX/XXXX per the deferral agreement she now marked as accepted, as any payment I make would be applied towards my deferred ( now incorrect ) balance and could not be applied to my current payments for XX/XX/XXXX or XX/XX/XXXX.

Company response to consumer: Closed with explanation