Consumer complaint received 2025-12-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
XXXX XXXX - XXXX XX/XX/XXXX at XXXX p.m. 
XXXX and XXXX XXXX re United Wholesale Mortgage/RESPA Records Requests United Wholesale Mortgage ( UWM ) Loan Number : XXXX VA Case Number : XXXX Borrowers : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Summary This complaint concerns the failure of UWM to provide the complete and legally required records for our XXXX cash-out mortgage refinance loan closed on XX/XX/XXXX. 

Since XX/XX/XXXX, we have made multiple written requests under : RESPA ( 12 U.S.C. 2605 ; 12 CFR 1024.36 ) TILA ( 15 U.S.C. 1635 ; 12 CFR 1026.25 ) California Civil Code 2943 XXXX  XXXX XXXX requirements Despite these valid and lawful requests, the following materials have not been produced : The executed Promissory Note All Loan Estimate ( LE ) versions All Closing Disclosure ( CD ) versions A complete version history showing changes made during origination Date/time-stamped logs showing when escrow terms were added, removed, or revised All documents used to prepare the Preliminary Closing Package All documents used to prepare the Final Closing Package Underwriting and submission records UWMs E & O ( Errors & Omissions ) insurance information Chain-of-custody identifying where the original Note is stored Without these required records, we can not verify or confirm how our loan documents were constructed, revised, or represented to us before closing. 

Legal Basis for Required Production 1. RESPA & Regulation X : 12 CFR 1024.36 A borrower is entitled to any information relating to the servicing or administration of the loan, including : The Promissory Note All disclosures All versions and revisions All servicing file materials All documents relied on by the servicer or lender We submitted Qualified Written Requests to : UWM XXXX XXXX  ( including via their attorney ) Partners Title Vantage Point Title Responses were incomplete, partial, or non-existent. 
UWMs XX/XX/XXXX response expressly declined to produce system records, version histories, or internal submissions from XXXX XXXX, claiming proprietary information.

2. TILA Recordkeeping : 12 CFR 1026.25 Creditors must retain : All disclosures All evidence of revisions The Promissory Note These records have not been provided.

3. California Civil Code 2943 ( b ) ( 1 ) - ( 2 ) Upon written demand, a beneficiary or servicer must provide : The Promissory Note Any evidence of indebtedness True copies of requested documents XXXX XXXX, UWM, and the title companies have not complied. 

XXXX. XXXX Lenders Handbook Requirements Participating lenders must : Maintain complete loan files Produce documents upon request Retain the Note for audits and compliance The Promissory Note and full file have not been produced. 

History of Requests We repeatedly requested : The executed Promissory Note All LE/CD versions provided to any party A version change log with timestamps The escrow audit trail reflecting tax inclusion/removal All documents submitted to UWM by XXXX XXXX Records given to the notary UWMs E & O insurance information Chain-of-custody for the original Note To date : UWM produced a large packet in XX/XX/XXXX but it did not include the Promissory Note or document revision history.

UWM refused to provide E & O insurer information, stating it was not related to the loan. 

We are legally entitled to all of the above under multiple federal and state statutes. 

Why These Records Are Needed We must reconstruct the origination record to determine : The full set of documents that were created The sequence in which versions were generated What changes were made and when Why different versions of CDs exist How escrow terms were modified ( taxes removed from escrow ) - which means we need the specific signed authorization for such removal What was represented to UWM underwriting - in what sequence and on what dates and at what times and when those documents were considered entered into the UWM system UWM 's record of what records ( individual documents or sets of documents ) where presented to the borrowers ( including timeframes/dates ) Whether the Promissory Note exists and is valid and if it exists, we are asking for a copy of the Note and information of its filed location. 

We have submitted both verbal and Qualified Written Requests for these documents and again, have received partial and/or confusing documents - mixing information regarding an prior loan we held with UWM with the current loan, mysterious dates on documents that predate by years, the current set of documents- including the year XXXX for example on some documents. What we want is a clear and complete set of Closing and Pre-Closing Documents regarding the current loan and only the current loan- in order to clear any outstanding confusion. UWM has refused accommodate this request. 

Requested CFPB Action We request that the CFPB require the respondents to : Produce the executed Promissory Note, front and back. 
Provide all allonges, endorsements, and transfers.

Produce every version of the LE and CD.

Provide a version history showing timestamped revisions. 
Provide underwriting and submission documents from XXXX XXXX to UWM.

Provide all documents given to the notary at closing. 
Produce the full escrow analysis and revision history. 
Identify UWMs Errors & Omissions insurer for notice purposes. 
Provide a custodial certification stating where the original Note is held. 
Provide a written explanation for the failure to produce these documents in response to prior lawful requests. 

Conclusion We are elderly borrowers in a XXXX XXXX  household. 
We are entitled under federal and state law to receive the complete loan file, including the Promissory Note and document history. 

We respectfully request immediate CFPB intervention to compel full compliance with all disclosure, recordkeeping, and document-production laws governing mortgage loans.

Company response to consumer: Closed with explanation