Consumer complaint received 2025-12-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: United Shore Financial Services, LLC
State: VA

Complaint narrative:
My husband and I had a home built. We basically purchased the home and closed on it before it was offically built. We took over the home toward the end of XX/XX/year> and the loan was modified to have a lower APR once we took over the house. We signed the proper documents excepting the new APR and submitting the information for our home insurance. When we recieved the new loan payment for XXXX, the APR was wrong. I called to inform the company the paperwork was wrong and recieved a lot of push back. We attempted to place a work order in for the loan and again, we basically was told we was wrong. I continued to call and expain otherwise. One lady listened and did the research, found our updated document and submitted a work order in for the APR to be changed. In the meantime, we learned that our homeowner insurance did not get added to our ESCROW because the persons ' who processed our loan was following the old documents from when the house was being built. So they did not see the updated information to add our insurance to ESCROW and including our state taxes. We had to pay out of pocket the insurance on the house so we wouldn't loose coverage. As for our state taxes, we are currently over {$5000.00} in the red because those funds was not put in place either which now has our current loan double pay to taxes ( meaning the back pay as well as the current pay ). I stayed calling this company for assistance in getting something resolved. Never was I told that I had to pay back pay for the months missed. When I finially spoke to a lady toward the end of XXXX, I was told about the new payment coming out in XXXX which would incude the correct APR with the back payment for the state and current payment for the state taxes. Honestly we can not afford that considering I am not currently working ; however, I was going to do everything to my best ablility to pay this because of the lack of paying the mortgage already from XXXX. I asked specifically about XXXX, XXXX, and XXXX payments and was told that I would make the XXXX payment becasue it was already generated and moving forward, take care of the new payment which was XXXX. I started stratagizing moving forward for the payment for XXXX because again, like I said, that payment is higher than we can afford. Toward the middle of XXXX, we learned that we had a red on our account which was XXXX payment. I called to find out what was going on and learned that we were being charged for back pay. We have gotten notice of defaulting on the loan and our credit report is being hit now. When I spoke with the gentleman, I learned that we could have assistance with the loss mitagation department with cases like this and I put a claim in for assistance. Before that, I sent a letter to the President explaining the problem and recieved no form of assistance to fix this problem other than the fact the APR was fixed. I did not get a personal call, just a letter and a copy of the current loan. So when I called after placing the first claim in for help, I was told that the claim was stopped because WE said we did not want help which is a lie. I put a claim in again for the second time, for someone again, put in writing that we did not want assistance, which is a lie, so for the third time, I put a claim in to learn this week that the claim never went through. All I am tring to do is get our loan modified so moving forward we can be caught up from the months behind and afford moving forward. I have been waiting for a call from the Ledigation dept and it has been over 48 hours now, nothing. I don't understand why we are not getting the proper assistance with this case and why we are being dropped. All I am looking for right now is to get the back end fixed with us being able to move forward with an affordable mortgage payment. I am feeling defeated right now but I will continue to fight because this is our home. I am not trying to loose my home. Someone has to help us correctly.

Company response to consumer: Closed with explanation