Consumer complaint received 2021-03-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: UNITED MORTGAGE CORP
State: TX

Complaint narrative:
During the Winter Storm that occurred in Texas in XXXX, we experienced a frozen pipe that burst into our home causing extensive damage, on XX/XX/XXXX. Our Insurance company has been great with the inspection of the damage and facilitation of speedy payment for the repair of damages, including personal property loss and living expenses through this ordeal. Our mortgage company, United Mortgage Corp, Illinois XXXX, on the other hand has NOT been helpful. 

When we received the 1st check from our Insurance Company, XX/XX/XXXX, I called the Customer Service Department for United Mortgage Corp to obtain guidance on the received check from the Insurance Company on how to deposit the check, since it contained both my name and my husband 's name, as well as United Mortgage Corp . I was told that when we were at the bank and if there was an issue, we were to call the Customer Service Department to assist. On XX/XX/XXXX, we went to our bank, XXXX XXXX to deposit the check for {$69000.00}. XXXX XXXX stated that they needed a " authorized stamp '' from United Mortgage Corp, before we could deposit this check. 

On XX/XX/XXXX, I again called the Customer Service Depart, XXXX, to obtain what XXXX XXXX was asking for to be able to deposit the insurance check. Only then, did we become aware that there was a " procedure '' and a Loss Draft Department that would be handling this. We were sent the " procedure '' and told that we needed to mail the endorsed check to United Mortgage Corp. We were also told that since the check exceeded {$40000.00}, we would ONLY get the {$40000.00} as the first disbursement and would only get the remaining amount, minus 10 % of the total, only when an inspector for the mortgage company reviewed the progress of the repair, if acceptable. 

As part of the loss draft procedure, we could XXXX the endorsed check to United Mortgage Corp . Including a self-addressed XXXX to get the {$40000.00} back to us was recommended to " speed '' up the process. 

We XXXX XXXX the check to United Mortgage Corp on XX/XX/XXXX and they received on XX/XX/XXXX. To assist with the disbursement of funds to us for the repair, we submitted a voided check with bank routing number and account number, so the check could be deposited, ACH. To date, XX/XX/XXXX, we still have NOT received ANY funds for the repair of our home. 

We are fortunate enough to have a GC that my husband has worked with in the past, that has been on site to repair the damage, since XX/XX/XXXX. 

We were " assigned '' a Point Of Contact by the Loss Draft Department of United Mortgage Corp . Her name is XXXX XXXX. XXXX, ext XXXX. When we call for information or assistance, we can never talk to her directly. We only get her Voicemail, which states that she " will return our call in 48 to 72 hours ''. 

We are trying to keep the rebuild progress of our home in motion with limited funds. We have exhaust our savings and are charging on our CC 's. We have tried to call the Customer Service Department again, and they are unable to assist - only pointing us again to our Point Of Contact, who always seems to be unavailable. In addition, we have reached out to XXXX XXXX, who originally assisted with the mortgage when we refinanced in XXXX to take advantage of the low interest rated. XXXX 's contact information is below. 

XXXX XXXX NMLS # XXXX XX/XX/XXXXA Division of United Mortgage Corp . 
( XXXX ) XXXX ( XXXX ) XXXX Email XXXX Fax ( XXXX ) XXXX Web XXXX NMLS Company Identifier # XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, NY XXXX XXXX has informed us that " they are following procedure ''. In essence, the mortgage company has a procedure of " waiting '' periods of anywhere from 3 to 7 days for each step. 

During the continuing repair, additional unseen damage was reported to the Insurance company, who has sent an additional check for {$4100.00}. When I was finally able to speak with XXXX XXXX, Loss Draft, she stated that that check too was to be mailed to United Mortgage Corp. XXXX stated that since this check was less than {$5000.00}, the total amount would be released to us, but would be subject to the same, " waiting '' periods. This check was XXXX XXXX to United Mortgage on XX/XX/XXXX. 

We are continuing to do what we can to keep our rebuild process moving forward. But we are struggling. We are living in the house during this process in about XXXX sq feet of the house that was unaffected. We need the insurance funds to keep this process moving forward. 

As stated previously, we have NOT received any of the funds from United Mortgage, to date. When we are able to make contact, we are told that they are " researching '' the progress, but never return our call. We have to make the call first.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation