Consumer complaint received 2025-03-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: United Shore Financial Services, LLC
State: CA

Complaint narrative:
Summary of Escrow Refund Check Issue I was supposed to receive an escrow refund check for {$8100.00} from my mortgage servicer. The check ( # XXXX ) was originally issued on XX/XX/XXXX, but I never received any follow-up from the company after it was not cashed, and I still have not received the money. 

I first found the check and tried to contact UWM on XX/XX/XXXX. I was stuck in an automated phone system for hours and was unable to get through to a representative. 

I then contacted XXXX XXXX on XX/XX/XXXX. XXXX XXXX told me that someone would get back to me, but no response followed. 

I had a conversation online with XXXX XXXX on XX/XX/XXXX, in which the XXXX XXXX ' told me I needed to email XXXX. 

I emailed XXXX XXXX on XX/XX/XXXX at XXXX. 

On XX/XX/XXXX, XXXX XXXX responded, stating that the request had been forwarded to their Research Team and that a resolution letter would be provided within 7 business days. 

On XX/XX/XXXX, I received a " resolution letter '' from XXXX XXXX with Research Reference # XXXX, stating that XXXX XXXX could not help me. 

On XX/XX/XXXX, I reached out again to UWM after finding a new contact number ( XXXX ). UWM provided the following details : Check Endorsement Service Number : XXXX Servicer Loan Number : XXXX During the call to UWM, I was transferred to the " insurance claim check center, '' but I couldn't get through to anyone or navigate the automated system. 

I then called back the provided number for " check endorsement service '', which led to the same automated system. 

I called back the original customer service number, and this time I was transferred to XXXX instead of an automated system. 

XXXX stated that she submitted a request to UWM 's " research team '' to investigate whether the escrow refund check can be reissued. I asked for a reference number or way to track the request, and XXXX said just to call back using my loan number and reference her name to find the request. 

I was told to wait 10 more business days ( until XX/XX/XXXX ) before calling back to check on the reissuance of the check. 

I tried calling the number for " unclaimed property '' that XXXX gave me, but it took me to another automated system, where I was unable to get ahold of anyone. 

I also tried to use the official California State Controller 's Office website ( https : //ucpi.sco.ca.gov/en/Property/Cart ) to find unclaimed property related to the surplus check but did not see anything related to it. 

On XX/XX/XXXX, I spoke with a UWM agent named XXXX to check the request 's status. 

XXXX confirmed that the request was submitted on XX/XX/XXXX and is " still being worked on '', which she said is a good sign. 

She mentioned that these requests often take up to 30 days to process and recommended giving it more time before calling back. 

XXXX also asked for the check number of the original escrow refund check : # XXXX for {$8100.00}. If this information is needed in the future, refer to these details. 

On XX/XX/XXXX, I received a letter from XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) dated XX/XX/XXXX, stating that I have unclaimed property related to the same check ( # XXXX ) and loan number ( XXXX ). 

The letter instructed me to complete a form and return it within 30 business days. 

I completed the form and emailed it on XX/XX/XXXX to XXXX, as instructed. 

I received an automated response stating that due to high volume, they appreciate patience and will review the information. If everything is in order, the check will be reissued in approximately 10-15 business days. If they are unable to process the request or have questions, they will contact me. 

Why This is a Problem : - The company failed to notify me that my original check was uncashed. 
- I had to initiate all contact and spend hours on automated systems just to get information. 
- After more than 60 days, I still have not received my escrow refund. 
- It is unclear why XXXX is handling this check instead of my mortgage servicer. 
- The timing of XXXX letter is suspicious, as I only received it after I started inquiring. 
- It appears that my refund was only looked into after significant effort on my part, which raises concerns about whether my money was being deliberately withheld. 
- I am concerned that the company failed to comply with federal regulations regarding timely escrow refunds. I request an immediate resolution and an explanation for the delay.

Company response to consumer: Closed with explanation