Consumer complaint received 2025-08-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
On XX/XX/year>, I was on a repayment plan agreement for the amount of {$3800.00} with United Wholesale Mortgage ( UWM ). Although my account lacked sufficient funds initially, the payment was successfully processed and withdrawn on XX/XX/year>, by UWM. This transaction is reflected on my XXXX bank statement and was confirmed via email by UWM. 

However, on XX/XX/year>, a servicing transfer occurred. I received no timely notice of this transition nor clear instructions on where future payments should be directed. Even if I had received instructions, I would not have been able to act on them, as the funds had already been pulled by the previous servicer. After this transfer, I began receiving communications from the new ( or affiliated ) servicer stating that I had not made my XXXX payment and was now delinquent. 

Despite multiple phone calls and assurances from representatives that : my account would be corrected, my repayment plan would continue unchanged, and no late fees would apply within the XXXX transfer window per RESPA protections, none of these corrections have been made. 

I have submitted two separate transmittal reports from my bank, each including : the payment date, amount, ACH trace information, account number, and confirmation of the payment made to the original lender ( UWM ). 

Still, my account has not been updated to reflect the XX/XX/XXXX payment. 

On XX/XX/year>, I made my next scheduled payment, intended for XX/XX/XXXX under the same repayment plan. On XX/XX/year>, I was informed that {$910.00} from that payment was diverted without my knowledge to cover an " escrow shortage '' for which I had received : no prior notice, no escrow analysis, and no update or amendment to my repayment plan. 

Between XX/XX/XXXX and XX/XX/XXXX, I submitted multiple messages via the servicers online portal requesting updates and clarification. During this time I also had many several calls to the lender without ever being told about this " shortage '' and that my XXXX was removed from my payment made on XX/XX/XXXX. No representative notified me during this time that my XXXX payment had been misapplied or that an escrow shortage existed. This lack of transparency has now resulted in : my account being marked delinquent, the servicer classifying my XXXX payment as partial, and additional late fees being assessed. 

Key Issues : I was never notified of an escrow shortage or repayment plan modification. 

I was told no late fees would apply during the 60-day transfer period, yet Ive been charged late fees.

The servicer has failed to respond to the documentation I submitted. 

They have misapplied funds, diverted payments, and misrepresented my account status. 

Their handling of this matter violates RESPA servicing transfer protections, and may amount to fraudulent servicing conduct. 

Important Update : On XX/XX/year>, I submitted what should be my final scheduled payment, intended for the XX/XX/year> installment under the original repayment plan. This means I have now completed all required payments in full and on time. 

However, the servicer is still inaccurately reporting that I am delinquent for XXXX, due to their misapplication of my funds and failure to disclose or justify the {$910.00} escrow diversion. Therefore, I request that : my account be retroactively corrected to reflect accurate payment history, and my repayment plan be marked as successfully completed without delinquencies. 

Requested Resolution : Immediate correction of my account to reflect the valid XXXX and XXXX payments already made ; Recognition and proper application of my XX/XX/XXXX payment, thereby completing the repayment plan ; Removal of all late fees and prevention of negative credit reporting stemming from this servicing error ; Written explanation and documentation of any alleged escrow shortage and confirmation that such a reallocation was lawful ; Reinstatement and confirmation of repayment plan completion, as per original agreement; Internal audit of the servicers communication, transfer, and payment application practices to ensure other borrowers are not being harmed. 

This issue is time-sensitive and is creating financial harm, stress, and potential credit consequences due to no fault of my own. I have complied fully with the repayment terms. The servicer 's actions including misapplied funds, lack of notice, and inaction despite my repeated contact demand immediate regulatory attention. 

Thank you for your time and assistance.

Company response to consumer: Closed with explanation