Consumer complaint received 2022-12-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: United Shore Financial Services, LLC
State: UT

Complaint narrative:
The company : United wholesale mortgages XXXX insurance was bought on my behalf even though I updated and sent in my insurance declarations. This resulted in my payment going up. I was not fully refunded. I have requested full refund multiple times. 

Automatic payments started XX/XX/XXXX using my llc bank account. The automatic payments were going through just fins every month so it was not something I monitored each month. My automatic payments were shut off before the XX/XX/XXXX payment with no notice, nothing in the mail or phone call. I was not notified that I was late and did not get notice until XXXX. At that point I had missed 2 full payments. I immediately called UWM to resolve the situation and updated the automatic payments with my name instead of llc - not a problem for me to do but why did it work for an entire year with llc name before this? Why was I not notified? This resulted in my credit tanking as I was in the market to buy a new car. I was turned down from multiple banks and had to accept a higher interest rate because of this unforeseen mortgage defaults. 

XXXX insurance was bought on my behalf even though I updated and sent in my XXXX insurance declaration page multiple times to the my coverage website which clearly does not work. Why would a mortgage servicer be using a system that does not work? I have screen shots and email confirmations of my updates which said it would take 3-5 business days and would never get approved? When I called UWM said I hadn't sent in anything. Finally after hours and hours of me spending my time trying to do my mortgage services job, I was able to reach someone on the phone that gave me an email to send the screen shots and declarations to. As a consumer, I should not have to jump through so many hoops to get my insurance updated. When I threatened to report UWM suddenly ALL of my chat message communications with UWM disappeared. Yet again, my monthly payment has increased. I have not been fully reimbursed for the insurance that was bought on my behalf. None of my questions to UWM about my mortgage, payments and escrow have been answered. 

After calling and the representative not being able to explain why I do not have enough in escrow to cover the expenses, I requested a full year to date of all escrow charges and payments. The rep said my escrow was short but could not explain why because she said my taxes were the same as last year. Interestingly on XX/XX/XXXX I got a check from my escrow for {$84.00} for escrow overage. Why would I get a refund in my escrow is short? I specifically wanted to see the charges and refunds for insurance. They have not been able to provide me with ALL the details for my escrow account. I have been requesting documentation of my escrow expenses since XXXX. The Letter they sent out XX/XX/XXXX only had record of two months escrow expenses for XXXX. I want to see ALL of it. 

My taxes on the refund letter from UWM XX/XX/XXXX shows projected and actual for XX/XX/XXXX as {$1300.00}. Yet on the UWM website escrow payments its showing that UWM paid my taxes XXXX more. Why is there a difference? 

Why did they purchase wind insurance on my behalf? 

There is clear mismanagement in all areas of this company. There is an obvious mismanagement of my personal funds. They are not using software that works for this business. This company is a disgrace as a mortgage servicer. I have been very vigilant on getting these things sorted out with the company for months with no avail. I typically have a great credit score. It seemed almost impossible to reverse the insurance they keep buying just to raise your payment. I have never missed mortgage payments in the past. How many other people are going through this time consuming nightmare of a company. 

I had 9 attachments but then read that I need to take off my personal info so I removed them all. I can send supporting documents proving the website, phone numbers, communications, misallocation of funds, inaccurate reporting and a denial letter for my car loan because of the delinquencies due to their system.

Company response to consumer: Closed with explanation