Consumer complaint received 2025-09-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: SC

Complaint narrative:
I am reaching out because we are experiencing serious issues with our mortgage account following the transfer of servicing from UWM to XXXX XXXX. We wanted to bring this to your attention since you assisted us with the loan process, and we are now very concerned about the handling of our payments. 

Here is a timeline of what has occurred : XXXX 2025 : We received notice from UWM that our mortgage servicing was being transferred to a new servicer ( XXXX XXXX ). When attempting to make our XXXX payment, we were locked out of the UWM app and advised to wait until our information was transferred to the new servicer 's ( XXXX XXXX 's ) system. 

XXXX XXXX, 2025 : Once we gained access to the UWMXXXX XXXX XXXX app, we made a payment of {$4100.00} to go towards the past due XXXX payment that weren't able to make during the transfer process. 

- XX/XX/year> : That payment was unexpectedly reversed by UWM. ( We discovered this after logging into the portal just to confirm the payment had been applied so we could go ahead and make our XXXX mortgage payment ) XXXX XXXX, 2025 : We called customer service to find out why the payment was reversed on XX/XX/XXXX. We were then transferred multiple times and eventually disconnected. When we finally spoke with a representative, we explained that the money had been withdrawn from our bank account but not returned after they reversed our mortgage payment without reason. The representative advised us to dispute the payment with our bank because she didn't know where the money went. 

- XXXX XXXX After speaking with the UWMXXXX. XXXX rep we contacted our bank to explain what was happening. We were then transfer to the fraud department to submit a claim since our bank confirmed that the reversed payment never came back to our bank account. Our bank 's fraud department started the investigation process and issued a temporary credit to our account until the investigation is completed. See temporary credit of XXXX given on attached bank statement ( XX/XX/year> ). See also letter from our bank referencing the temporary credit they gave us. 

-Later that same day after the credit was applied to our bank account, we called UWM/XXXX XXXX XXXX back again to attempt to make another payment of the {$4100.00} to cover our XXXX mortgage. During that call, the representative took our payment and also informed us that a credit of {$1800.00} ( guestimate ) that had been placed on our account towards our XXXX mortgage ( possibly from escrow or insurance ). Based on that information, she advised us that our XXXX payment would only be {$2300.00} to bring the account current. We advised the rep that we would call back on XX/XX/year> to make that payment. 

XXXX XXXX, 2025 : We called back to make the {$2300.00} payment, but were told by another representative that there was no record of the {$1800.00} credit that the rep advised us of previously. Instead, the rep advised us that we must pay the full {$4100.00} for XXXX. We agreed to making that payment but wanted to confirm that the XXXX payment had been properly applied before sending additional funds that were already unaccounted for after UWM/XXXX  XXXX reversed the payment without reason. 

-Following days : When checking the app again, we discovered that the XXXX payment had once again been reversed, with no clear explanation provided. 

At this point, we are extremely concerned : - Multiple payments have been reversed without explanation. 

- Funds are being withdrawn from our bank account but not credited properly back into our account after UWMXXXX. XXXX reversed our payment. 

-We are left uncertain about the true status of our account despite making every effort to stay current and avoid negative credit reporting. 

All we want is to ensure that our monthly mortgage payments are being properly credited and that our account reflects the correct balance. It is very unsettling to have large sums of money in limbo and to be told by customer service representatives that they " don't know where the money is '' We respectfully ask for your assistance in helping us get this resolved. We want to remain in good standing on our loan and avoid any negative impact on our credit. Please advise on the best way to escalate this matter within UWMXXXX. XXXX, or if there are alternative steps we should be taking to ensure our payments are applied correctly.

Company response to consumer: Closed with explanation