Consumer complaint received 2024-12-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: United Shore Financial Services, LLC
State: IL

Complaint narrative:
I received a certified letter from XXXX XXXX stating that my taxes were delinquent and that they had been purchased. At first, I was calm, I figured it had to be a mistake as we are in escrow. I called the mortgage company, who assured me that it had to be a mistake because they can clearly see- theyve been paying XXXX XXXX taxes and even advised me to look at the depletions from my escrow account. I called XXXX XXXX XXXX to try to get to the bottom of this. They assured me that it was not a mistake and that my taxes were delinquent. We ended up discovering that the parcel numbers were different. They attempted to pay parcel number XXXX ( empty lot ) and the check was voided each year without them noticing. 

The mortgage company was very apologetic and put me on a personal call with XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, where he explained to me that the XXXX party that they used messed up and that they would make them pay for it. I asked him at that time what was going to happen since the amount that they had been charging me for my taxes for the last 3 years was {$1100.00} and my actual taxes are {$4600.00} ( my taxes are also too high because a home occupancy exception was never filled out ) - who pays the difference. At that time he told me that they would make the XXXX XXXX pay for it and that if somehow it does end up being the mortgage companys fault- that they would pay for it. They would never make me pay for their mistake. He also informed me that they were calling XXXX XXXX that day and having them pay for the taxes in full via credit card. 

I thought the nightmare was over. Fast forward to the beginning of XXXX. I logged in to make my payment and saw that my mortgage payment increased from {$1100.00} to {$2600.00}. I was expecting a small increase- of $ XXXX but this is more than double. Upon researching it, I realized that they made my escrow account negative {$14000.00}. Immediately, I called and they informed me that it was the difference in what they should have charged me and what they did charge me. I informed them of what the senior VP XXXX XXXX had told me- they told me that the best they could do was to reach out to him and ask for him to give me a call. He had also given me a direct number for him. I called multiple times and he declined to return my call. I contacted my broker and he informed me that he had spoken to XXXX and that someone from the office was going to call me with the findings. 

I received a call a week later from XXXX of their underlings who informed me that they just told me to say- although it is our fault- it is your responsibility to pay the escrow back. They attempted to blame this on the title company- reviewing my closing documents confirmed that it was in fact the mortgage companys fault. My closing documents have the correct parcel number and XXXX XXXX taxes estimate. After we closed they messed up the parcel numbers. The XXXX XXXX offered me a 1 year term to pay it back and called me back a week later to offer me a 5 year term. I ended up getting diagnosed with Bells palsy so I asked to finish the negotiations on XX/XX/XXXX. That day, I agreed to have them move over the extra principal payments weve made to the escrow account as well as the 5 year term to pay back the escrow account. Both of which were their suggestions. They told me they would finalize it and call me back on the XXXX. I have not received word from them so today XX/XX/XXXX I called to find out that on Monday they denied both requests. They could not tell me why the request were denied. They could not tell me why they would offer me an option that they were not authorized to offer me. They informed me that the escrow would remain at the increase of {$1500.00} and that if I failed to pay it by the XXXX, I would be fined a late fee. 

I have contacted multiple other finance companies and have been informed that because of the current inclined interest rates that I should not refinance to attempt to get away from the negligence and incompetence of XXXX. That it would cause me to lose alot more to refinance.

Company response to consumer: Closed with explanation