Consumer complaint received 2024-12-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: United Shore Financial Services, LLC
State: NJ

Complaint narrative:
Subject : Complaint Regarding Inaccurate Late Payment Reporting and Lack of Resolution by United Wholesale Mortgage ( UWM ) Dear Consumer Financial Protection Bureau ( CFPB ), I am filing this complaint against United Wholesale Mortgage ( UWM ) due to their inaccurate reporting of a late payment on my credit report for XX/XX/year>. This late payment was caused by systemic errors in UWMs processes, insufficient training of their customer support staff, and inefficient internal procedures. Despite my strong intention and efforts to make the payment on time, UWMs mishandling of the situation has caused significant financial, emotional, and personal harm to me and my family. Below, I provide a detailed account of the issue and its consequences. 

Background XXXX. Mortgage Account Details : - Loan Number : As per instructions to be provided on request - My mortgage account has always been configured for auto-draft payments from my XXXX  XXXX  XXXX account XXXX with sufficient funds available to cover payments. 
XXXX. What Happened : - In XX/XX/year>, UWMs technical issues, coupled with inefficient internal processes, caused the auto-draft payment to fail. Despite my repeated attempts to address the issue, UWMs delayed resolution led to the payment being reported as late to credit bureaus. 
- A senior XXXX assured me in XX/XX/year> that the late payment was caused by UWMs technical error and that there would be no late payment fees or negative credit report impact. 
- Despite this assurance, UWM reported the late payment, which has significantly impacted my credit score. 
XXXX. Contradiction : Bad Account Number Claim : - My XXXX  XXXX XXXX account has been successfully used for payments since the beginning of my mortgage. This same account was used without issue to process auto-draft payments every month before XX/XX/year>. 
- On XX/XX/year>, UWM falsely claimed that the payment failed in XX/XX/year> due to a bad account number. 
- If my account number was truly bad, then how was this same account successfully used for payments both before and after XX/XX/year>? This claim is illogical and inconsistent with UWMs own payment records. 
- This statement appears to be an attempt to shift blame onto me as the customer, despite clear evidence that the issue was caused by UWMs internal errors. 


Jonathans Statements and UWMs Lack of Accountability On XX/XX/year>, I spoke with Senior Customer Support XXXX XXXX ( Employee ID : XXXX ) regarding the unresolved issue. During this conversation, XXXX made troubling statements that reflect UWMs lack of accountability and support for customers : XXXX. System Issues Do Not Excuse Late Payments : - XXXX stated that regardless of whether UWMs system to submit payments was working or faulty, or if UWM failed to provide sufficient means to receive payments, I, as the customer, am still responsible for making payments on time. 
- This statement is deeply concerning because it suggests that UWM places the entire burden of resolving payment system issues on the customer, even when the issue arises from their system. 
XXXX. Customer Support Commitments Have No Meaning : - XXXX explicitly stated that UWMs customer support team is not responsible for troubleshooting issues with their payment systems and that commitments made by the team carry no weight. 
XXXX. Auto-Draft Confusion and Bank Account XXXX : - XXXX also stated that UWM does not save customers ' bank account numbers and has no capability to see them. While this might seem beneficial for customer security, it raises a critical question : - If UWM does not save my bank account number, how does their auto-draft feature function? 
- How are they able to send requests to my bank for payment if my bank account number is not stored in their system? 

This inconsistency in UWMs processes is both confusing and illogical, raising further doubts about their internal systems and accountability. 

These remarks left me feeling frustrated and helpless. They highlight UWMs failure to provide a reliable payment system and their unwillingness to take responsibility for resolving customer issues. 


Multiple Mortgage Statements in XX/XX/year> XXXX. Conflicting Payment Messages : - It recently came to my attention that UWM generated three different mortgage statements for my account between XX/XX/year>, and XX/XX/year>. 
- On XX/XX/year>, I received a payment confirmation message from UWM stating that my payment had been successfully received. This message led me to believe that the issue was resolved and there was no further action required on my part. 
- Since my account was configured for auto-draft payments and I had received a confirmation message, there was no reason for me to log into UWMs portal to check additional mortgage statements or verify payment status. 
XXXX. Misleading Confirmation Message : - If the payment was not successfully received, why did UWM send a misleading confirmation message? This practice appears to be another example of poor communication and internal inefficiencies designed to confuse consumers and shift responsibility onto them unnecessarily. 

Mishandling of the Issue XXXX. Confusing Notification System : - UWM occasionally sends email notifications stating, You have a notification in the document center. However, when I check the document center, the only items available are routine monthly statements with no mention of the notifications referenced in their email. 
- This lack of clarity and poor user interface make it unnecessarily difficult to access important information. I believe this practice is intentional to discourage consumers from easily resolving issues or reviewing critical notifications. 
- I will attach a screenshot demonstrating this confusing notification system for your review. 
XXXX. Failure to Resolve the Dispute : - Formal requests on XX/XX/year>, and XX/XX/year>, for an investigation report, technical audit, and evidence of fault were ignored. 
- On XX/XX/year>, XXXX falsely claimed the payment failure was due to a bad account number, directly contradicting assurances from their team that the issue was not my fault. 
XXXX. Unprofessional Behavior by UWM Staff : - On XX/XX/year>, Senior Customer Support XXXX XXXX dismissed my concerns and refused to provide requested documentation, further reflecting the lack of professionalism and accountability. 


Requested Resolution I respectfully request CFPBs assistance to : XXXX. Require UWM to remove the late payment record from my credit report, as it was caused by their technical and procedural errors, not my actions. 
XXXX. Investigate UWMs practices, including their communication failures, unprofessional handling of disputes, insufficient customer support training, and inefficient internal processes. 
XXXX. Ensure transparency by requiring UWM to provide : - A technical audit report identifying the root cause of the payment failure. 
- Call logs and voice recordings related to my account. 
- A detailed investigation report proving any fault on my part. 
XXXX. Implement measures to prevent similar issues from impacting other consumers. 


Supporting Documentation I have attached the following supporting documents : XXXX. Mortgage statements from XX/XX/year> showing discrepancies in payment status. 
XXXX. Bank statement confirming that that the account used for payment had sufficient balance to satisfy the due payment XXXX. Payment confirmation messages, including the misleading one sent on XX/XX/year>. 
XXXX. Correspondence with UWM. 
XXXX. A screenshot demonstrating the confusing notification system in UWMs document center. 


Conclusion UWMs failure to resolve this issue, their conflicting explanations, and their unprofessional handling of the matter have caused significant financial harm. Their actionsor inactionshave tarnished my credit history, created undue emotional stress, and disrupted my personal and family life. Despite my good intentions and diligent efforts to make the payment on time, I have been unfairly penalized due to their technical errors, inefficient processes, poorly trained customer support staff, and misleading communication practices. 

This inaccurate reporting has far-reaching consequences, including impacts on my ability to refinance my mortgage, secure better financial terms, and achieve future financial goals. The uncertainty surrounding this issue has disrupted my households financial stability and caused undue worry for my family. 

The lack of transparency in UWM 's handling of this matter raises serious concerns about their commitment to consumer protection and accountability. As a financial institution, UWM relies on trust, and their failure to honor commitments jeopardizes their credibility and consumer confidence.

I urge CFPB to require UWM to review their systems, internal processes, and customer support training to prevent similar errors from harming other consumers in the future. 
I respectfully request CFPBs assistance in holding UWM accountable and ensuring a fair resolution to this matter. Please let me know if additional information is required.

Company response to consumer: Closed with explanation