Consumer complaint received 2025-10-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: United Shore Financial Services, LLC
State: NC

Complaint narrative:
Issue : Incorrect Reporting of 30-Day Late Mortgage Payment Company : United Wholesale Mortgage ( UWM ) Details of Complaint : I am filing this complaint regarding how UWM handled and reported my XX/XX/year> mortgage payment. 

I have been a UWM customer for over a year, including before refinancing, and have never missed a payment prior to this incident. 

On XX/XX/year>, I enrolled in automatic payments. My expectation was that the XX/XX/year> payment would be covered. Instead, due to a system/communication gap, the XXXX payment was not withdrawn, and the XXXX payment also did not process until I intervened. 

On XX/XX/year>, I paid full balance to bring my account current. Bank statements confirm I had sufficient funds in XXXX and XXXX. 

UWM waived my late fee, which suggests acknowledgment that this issue was not a typical delinquency. 

However, UWM reported the XXXX payment as 30 days late to the credit bureaus, which has significantly damaged my credit score. 

Communication Concerns : I continue to receive automated emails from UWM stating your loan payment has been applied, but I never received a direct notification that a payment was overdue or at risk of being reported to the credit bureaus. 

A XX/XX/year> statement was sent, but it did not clearly state in either the subject nor in the body of the email communication that my XXXX payment was past due. 

UWM stated that calls were made, but I never received a voicemail or a meaningful conversation some lasted only a few seconds with no voice contact. 

At no point did UWM attempt to notify me by physical mail before reporting the late payment. 

Customer Service Concerns : Each time I attempted to resolve this issue, customer support hold times exceeded an hour. 

Most responses I received were generic email templates that did not address my specific concerns. 

Even when escalated to the XXXXXXXX XXXX XXXX XXXXXXXX, I still received a generic denial without acknowledgement of the notification issues I raised. 
I was never provided a direct explanation from leadership, despite repeated requests.

Resolution Attempts : I contacted UWM immediately after realizing the issue and paid the full amount due. 

I requested a goodwill adjustment multiple times through customer service and the XXXX XXXX XXXX XXXX, but received only generic template responses. 

UWM has refused to escalate my request further, despite my history of on-time payments and the fact that this was caused by miscommunication during autopay setup.

Financial Impact : This single 30-day late mark has caused a significant drop in my credit score, which directly affects my ability to refinance my mortgage, apply for new credit, and achieve my long-term financial goals. Given my consistent payment history and available funds, I believe this reporting does not accurately reflect my creditworthiness. 

Requested Resolution : I am requesting that the CFPB investigate UWMs handling of this matter and require that UWM make a goodwill adjustment by removing the XX/XX/year> XXXX late payment from my credit report. This was not a case of financial hardship or negligence, but rather an issue of poor communication and lack of proper notification from UWM. 

I am attaching : Call screenshots. 

XXXX and XX/XX/year> bank statements showing sufficient funds. 

Copies of UWMs generic responses. 

Prior mortgage statements from my original loan showing perfect payment history.

Company response to consumer: Closed with explanation