Consumer complaint received 2020-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC
State: MN

Complaint narrative:
United Wholesale Mortgage ( UWM ) refinanced my home on XX/XX/XXXX. Included within the refinance was an escrow account to cover my homeowners insurance. 

On XX/XX/XXXX I was notified by my homeowners insurance that my payment was past due and not yet received. At that point I submitted a request via UWM 's secure website asking why payment had not been made and that I was unable to determine that they had made payment via their website. 

I received a secure message back on XX/XX/XXXX from them stating that I can update my insurance information via a secure portal and they provided instructions to do so. As my insurance had not changed, and was still the same information they had on their online portal I determined this was an inappropriate response. 

Instead of moving forward with " changing '' my insurance information, I instead chose to call their XXXX main phone number for support later that day on XX/XX/XXXX. At that point, a gentleman stated that he too saw that my escrow account included homeowners insurance. He stated that the first payment they had indicated was for XX/XX/XXXX. I stated that as my home refinance closed in XX/XX/XXXX, and that UWM knew my insurance was up for renewal in XXXX, as determined by the XX/XX/XXXX due date, UWM should be aware that a payment was needed in XX/XX/XXXX. He agreed and said he would reach out to the insurance department for more information and call me back on Monday, XX/XX/XXXX. 

I did not receive a call on Monday, XX/XX/XXXX. 

I did not receive a call on Tuesday, XX/XX/XXXX. 

I called UWM back on Wednesday, XX/XX/XXXX. At that point I spoke with a XXXX who claimed that as the homeowners insurance was not funded at the time of closing this was not UWM 's fault. I stated that insurance was included within the escrow and she agreed. She then stated that UWM making this payment would impact my future escrow calculation. I stated that I understand that UWM made a mistake, but that the insurance must still be paid. I was comfortable with my escrow adjusting to make up for this error as these were still my funds to pay. As such, XXXX provided me with instructions on how to submit a bill to UWM via an email address and that a check would be overnighted to pay for my homeowners insurance that at this point was more than a week past due. I followed those instructions within the hour on Wednesday, XX/XX/XXXX and requested confirmation in the email for when the payment was sent. 

I did not hear back on Thursday, XX/XX/XXXX. 

On the evening of Friday, XX/XX/XXXX, I sent a reply to the auto-response email that I received on Wednesday XX/XX/XXXX from when I sent them the bill stating that if I did not hear back about payment being sent by noon on Monday, XX/XX/XXXX that I would be initiating this complaint with the CPFB. 

I still have not heard back and am unable to tell that my homeowners insurance has been paid. I don't understand how UWM can hold my escrow account hostage and not pay these bills.

Company response to consumer: Closed with explanation