Consumer complaint received 2025-04-22 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:
Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding United Wholesale Mortgage ( UWM ) due to their mishandling of an additional mortgage payment for loan number : XXXX I made and their ongoing failure to resolve the issue through appropriate customer service channels. 

In XX/XX/XXXX, I made an extra loan payment, specifically instructing the agent who processed the transaction that it was to be applied as an additional principal payment for XXXX. However, this payment has not been properly reflected in my loan account. Since then, I have sent multiple written inquiries to UWM, but I have received only generic and unhelpful responses that failed to address the issue or explain why the payment was not applied as directed. 

After numerous failed attempts to connect with a live agent via their online chat and customer service lines, I was finally able to speak with a representative by phone on XXXX, XX/XX/XXXX. During this XXXX call, the representative acknowledged that the payment was visible in the system but had not yet been applied to the loan balance. This is extremely concerning, as it suggests a serious internal servicing oversight. 

While I was placed on hold for further assistance, the agent hung up the telephone, and I did not receive any follow-up. This conduct was unprofessional, disrespectful, and left the issue unresolved. 

The only options the agent offered were : Apply the payment to the XX/XX/XXXX installment and place a hold on the next payment requiring another call from me ; or Simply leave a note in the system an action that provides no corrective or preventative assurance. 

Neither of these options addressed why the payment was mishandled in the first place or offered any guarantee that such issues would not reoccur. This reflects a lack of clear servicing procedures and fails to meet industry standards of accountability and consumer protection. 

This experience raises serious concerns about UWMs compliance with : RESPA ( 12 CFR 1024.35 and 1024.36 ), which mandates timely response to borrower inquiries and resolution of errors, and TILA ( 12 CFR 1026.36 ( c ) ), which requires proper and timely application of mortgage payments.

UWM has not formally acknowledged the error, corrected the payment application, or offered a satisfactory explanation or remedy.

I respectfully request that United Wholesale Mortgage ( UWM ) : 1. Conduct a thorough investigation, including a root cause analysis of their servicing practices related to this incident ; 2. Correctly apply the XX/XX/XXXX payment as an additional payment for XXXX, as originally instructed ; 3. Provide a formal written explanation detailing the cause of the error and the corrective actions UWM will implement to ensure this does not happen again ; and 4. Review and strengthen their compliance procedures with federal mortgage servicing regulations to prevent similar issues for other consumers. 

Please let me know if additional documentation is needed to support this complaint. I am prepared to submit relevant payment confirmations, message logs, and call records. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation