Consumer complaint received 2026-03-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: United Shore Financial Services, LLC
State: GA

Complaint narrative:
Company Response Re : CFPB Complaint Nos. XXXX & XXXX Dear XXXX XXXX : I am writing you on behalf of United Wholesale Mortgage , LLC ( UWM ) regarding the above-referenced complaints you filed with the Consumer Financial Protection Bureau. In your complaints, you have expressed concerns regarding UWMs management of your escrow account, the receipt of an alleged refund from the XXXX XXXX taxing authorities, and adverse credit reporting performed by UWM. We have reviewed our records and will address your concerns below. On XX/XX/XXXX, you closed a VA refinance loan with XXXX XXXX XXXX secured by property located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. Pursuant to the enclosed Notice of Servicing Transfer provided to you at closing, the servicing of your loan was transferred to XXXX effective XX/XX/XXXX. Our records confirm that your loan was originally serviced through UWMs processing center located in XXXXXXXX XXXX As noted in the enclosed Initial Escrow Account Disclosure Statement you executed at closing, your loan closed with the requirement to remit payments for county taxes and homeowners insurance premiums through an escrow account. Our records confirm that the first disbursement for property taxes noted in this disclosure was completed on XX/XX/XXXX in the amount of {$350.00}. We relied upon the enclosed tax information from XXXX XXXX XXXX to determine this payment during the origination of your loan. Our records then reflect that on XX/XX/XXXX, you were provided with the enclosed correspondence informing you that effective XX/XX/XXXX, your loan would be transferred from our Texas processing center to our processing center located in XXXXXXXX XXXX XXXX. Please note that XXXX remains the servicer of your loan and this correspondence provides you with our XXXX XXXX processing center and Servicing Teams customer service phone number and address information for mailing your payments. In XX/XX/XXXX, our third party tax vendor, XXXX received notice of a delinquent XXXX property tax bill from XXXX XXXX. As a result, our vendor disbursed {$7000.00} to the XXXX XXXX XXXX Collector on XX/XX/XXXX. On XX/XX/XXXX, our Servicing Team performed the enclosed annual Escrow Analysis which reflected an escrow shortage in the amount of {$470.00}. This shortage amount was spread over a period of twelve ( XXXX ) months and increased your monthly payment from {$3100.00} to {$3200.00} effective XX/XX/XXXX. Regrettably, this escrow analysis did not include the updated tax amounts after the XX/XX/XXXX disbursment, and on XX/XX/XXXX, our Servicing Team forwarded you the enclosed Escrow Analysis which reflected an updated shortage in the amount of {$14000.00}. This shortage was spread over a period of twelve ( XXXX ) months and increased your monthly payment from {$3200.00} to {$4900.00} effective XX/XX/XXXX. An additional tax disbursement in the amount of {$2100.00} was submitted on XX/XX/XXXX, for the payment of the XXXX XXXX XXXX Property Taxes. It should be noted that this disbursement accounted for the VA tax exemption provided by XXXX XXXX. On XX/XX/XXXX, our tax vendor advised that you were owed a partial refund from XXXX XXXX XXXX XXXX Collector in the amount of {$7000.00} and a refund request was submitted to XXXX XXXX. However, during the review of your concerns, our tax The vendor contacted the XXXX XXXX XXXX XXXX to confirm that status of the refund and was advised that no refund was available as the exemption, reducing your taxes for XXXX had been voided. Please note that XXXX is required to process tax payments from your escrow account based on the information provided by the taxing authorities, and Should you have any questions related to your tax exemption status, we would encourage you to contact the XXXX XXXX XXXX XXXX. Then, on XX/XX/XXXX, we sent you the enclosed escrow analysis indicating that you had an updated escrow shortage of {$9600.00} the repayment of which would be spread over a period of twelve ( XXXX ) months. As a result, your monthly payment would be reduced from {$4900.00} to {$4100.00} effective for your outstanding XX/XX/XXXX payment and all subsequent payments. Our Servicing Team will be reaching out to you to discuss the possibility of stretching the repayment of this shortage over an extended period of time up to sixty ( XXXX ) months. In regard to your concerns with adverse credit reporting performed by UWM, applicable rules, regulations and guidelines governing the credit reporting process, including the Fair Credit Reporting Act, require that UWM report accurate payment information to the credit reporting agencies. Based on our review of your payment history, your loan was and continues to be accurately reported as delinquent. Due to the fact that this reporting is accurate, we are unable to revise the reporting at this time. On behalf of UWM, I thank you for contacting us regarding this matter and allowing us the opportunity to address your concerns. Having confirmed that ( i ) UWM made a disbursement to XXXX XXXX based upon the tax notices received, ( ii ) no tax refund is due at this time because the XXXX tax exemption was voided by the XXXX XXXX tax office, ( iii ) the escrow analysis dated XX/XX/XXXX accurately reflects your current escrow shortage and monthly payment, and ( iv ) UWMs credit reporting is accurate and can not be revised at this time, we consider this matter resolved. If you have any other questions regarding UWMs servicing of your loan, please contact our XXXX XXXX XXXX at XXXX. MY RESPONSE Complaint Against : United Wholesale Mortgage ( UWM ) Issue : Incorrect escrow and property tax balance I am filing this complaint regarding incorrect escrow and property tax information being reported on my mortgage account by United Wholesale Mortgage ( UWM ). For the XXXX tax year, I qualified for and received a XXXX XXXX XXXX XXXXXXXX property tax exemption. Documentation confirming this exemption was provided to UWM. However, it appears the exemption was never properly applied to my escrow or loan servicing records. In XX/XX/XXXX, I received a delinquent property tax notice from XXXX XXXX, indicating that no tax payment had been made. After contacting UWM, a payment of {$7000.00} was made on my behalf by XXXX. XXXX XXXX confirmed receipt of this payment. Additionally, for the XXXX tax year, a payment of {$2100.00} was made toward my property tax bill. Documentation confirming these payments will be attached to this complaint. Despite these confirmed payments and the XXXX tax exemption, UWM is currently reporting an outstanding balance of {$14000.00}, which does not correspond to any property tax billing cycle for XXXX or XXXX. According to correspondence from UWM representative XXXX XXXX, the XXXX tax bill was voided, and the XXXX tax bill of {$2100.00} has already been paid. Additionally, a refund of {$7000.00} was issued back to UWM. Based on these facts, there is no reasonable explanation for how the alleged balance of {$14000.00} was calculated. Furthermore, XXXX XXXX stated that UWM records show a property tax disbursement of {$350.00} on XX/XX/XXXX, based on tax information provided by XXXX XXXX XXXX during the loan origination process. However, there are no county records showing that I owed property taxes for XXXX, as the tax obligation was voided due to my approved VA exemption. I have attempted multiple times over the past six months to resolve this issue directly with UWM and to speak with a loan officer to review my escrow account step-by-step. Unfortunately, I have been unable to obtain meaningful assistance and have instead been repeatedly transferred between departments while continuing to receive collection-related communications regarding this incorrect balance. Requested Resolution : A complete escrow account audit and accounting for tax years XXXX and XXXX. Written documentation and oral communication explaining how the {$14000.00} balance was calculated. Confirmation that my XXXX VA property tax exemption has been properly applied to my account. Immediate correction of any inaccurate balances or servicing errors related to my property tax obligations. I am attaching documentation, including my XXXX VA property tax exemption approval , county tax records, and confirmation of all tax payments made. This matter has been ongoing for more than six months, and I am requesting that it be fully investigated and corrected as soon as possible. For reference, I am attaching documentation showing : My XXXX VA property tax exemption approval, and the records of all tax payments made County confirmation of payments and refunds. If this matter can not be resolved promptly, I will have no choice but to escalate the issue further, including filing formal complaints and pursuing legal remedies if necessary. I respectfully request that this matter be reviewed and corrected as soon as possible. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation