Consumer complaint received 2026-03-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: United Shore Financial Services, LLC
State: MA

Complaint narrative:
Complaint Regarding Escrow Mismanagement and Improper Force-Placed Insurance I am filing this complaint regarding the servicing of my mortgage loan by United Wholesale Mortgage XXXX I believe my escrow account and homeowner 's insurance were mishandled, resulting in significant financial harm and unnecessary force-placed insurance. From the beginning of my loan, my homeowners insurance policy was established and the premiums were intended to be paid through my escrow account. I was specifically informed that once escrow was established, the mortgage servicer would be responsible for ensuring that my property taxes and homeowners insurance were paid on time. Recently, I discovered that my homeowners insurance policy had been cancelled because the premium was never paid by the mortgage company. When I contacted my insurance provider, they confirmed that payment had not been received. However, the mortgage company claims they attempted to contact the insurance provider for proof of insurance and did not receive a response. This explanation raises serious concerns. The insurance companys contact information is readily available and the policy had been established from the inception of the loan. Instead of paying the premium through escrow as expected, the servicer claims they attempted to verify coverage but was not able to get a hold of the company. I realized what was happening 5 months later and {$4000.00} into forced-placed insurance with extremely high costs, including a required down payment for over {$1900.00} and a monthly premium of {$640.00}. I was not given a meaningful opportunity to resolve the situation before this costly policy was imposed. The cost of insurance has now increased my mortgage monthly payment over a XXXX dollars per month. Payment that I can not afford. UWM claims this increase will be effective for all of 2026 collecting over XXXX XXXX dollars in escrow, about XXXX folds whats needed to replenish the account. Additionally, my escrow account was allowed to reach a negative balance of approximately {$9000.00} at that time, now about XXXX without clear notice or explanation. I only became aware of this issue after reviewing my account, as the mortgage company had not proactively alerted me to the growing escrow deficiency. I have called them and requested in several ocassions a payment history from the conception of my loan to verify how my account was handled. To the date of this complaint they have not provided this information. I believe the mortgage servicer failed to properly manage my escrow account and failed to provide adequate notification regarding insurance verification or payment issues. As a borrower who relied on escrow services specifically to avoid situations like this. I am requesting the following : XXXX. A full investigation into the handling of my escrow account and insurance payments. XXXX. Documentation showing all attempts the servicer claims to have made to contact the insurance provider. XXXX. Copies of any notices that were allegedly sent to me regarding insurance verification or pending force-placed insurance. XXXX. A detailed escrow account history explaining how the account became negative by thousands, information I have already requested. XXXX. Removal or reimbursement of force-placed insurance charges if they were improperly applied. I have several questions : Why was the homeowners insurance premium not paid from the escrow account if funds were being collected for that purpose? What documented attempts were made to verify the insurance policy before force-placed insurance was applied? The company has failed to provide this information after several attempts. All I want is to be able to review the recoreds for myself. The company portal only allows me to go as far as a year ago, I requested the financial records from the start of my loan. Thanks, XXXX XXXX, Homeowner. Company : XXXX XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, FL. XXXX

Company response to consumer: Closed with explanation