Consumer complaint received 2025-07-03 00:00:00
Product: Mortgage — Conventional home 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: CO

Complaint narrative:
In XXXX of XXXX I requested a hardship forbearance because of a job change. The lag time between last paycheck from old job and first paycheck from new job was significant, enough time that without the forbearance I would not have been able to accept the new job. 

I was granted the forbearance. Between XX/XX/XXXX and XX/XX/XXXX I missed 3 payments. 

In XX/XX/XXXX, I contacted United Wholesale Mortgage to let them know that we could start making payments again. At that time we entered loss mitigation. In XX/XX/XXXX we were offered a deferral agreement. We accepted the agreement prior to the deadline. The agreement was never implemented by the company. In a response to my official complaint UWM wrote : " Our records show you verbally accepted the deferral offered in XX/XX/XXXX on XX/XX/XXXX. However, due to an internal error, the deferment had not been implemented. '' I started making payments in XXXX and have been making payments since then to hold up my end of the agreement. 

After many, many phone calls and many hours on the phone with UWM trying to resolve their mistakes, we went through the loss mitigation process again. In XX/XX/XXXX we were sent a second deferral offer. There appeared to be mistakes in how this offer was calculated. I spoke with several different people at UWM trying to understand how the deferral offer was calculated. No one could offer an answer. Agents I spoke to guessed as to what some of the numbers added to the offer could come from. But, again, no clear answers. Several agents agreed that things did not add up. I was told by two different members that they would " look into it '' and call me back. I never received calls back. 

Regarding this offer, I asked for line-item calculations so that I could see how the figures I would owe the company were calculated. I was told by several people that only the underwriters have that information and that there is no way to see this. I felt pressured by more than one agent of UWM to accept an offer for which I had questions. I repeatedly told agents that I would not accept/deny an offer without understanding. 

This offer was applied to my account without my consent. It took several phone calls and hours of my time to reverse this action taken by the company. 

One agent told me that the account notes show that there are discrepancies in the XX/XX/XXXX deferral offer and that it was sent back ti underwriting for review. 

In response to my official written complaint to UWM, the company wrote : " The subsequent deferment offered and applied included taxes which had not been paid so they were added to escrow. We have confirmed that those taxes are now paid, and we have recalculated the deferment. '' No one I spoke with could explain this. More importantly, the taxes being referred to are taxes that should not have been applied to my account in the first place. 

I was sent a third deferral offer dated XX/XX/XXXX. The numbers and information on the offer accurately reflected my account. ( Despite what UWM wrote in their response, there was more than one error in the XX/XX/XXXX offer. Those questions I raised were not addressed. ) The offer had a deadline to accept by XX/XX/XXXX. I called to accept the offer on XX/XX/XXXX. I was told by the agent that the offer was no longer available. When I asked why, she responded that it was because I already denied the offer. I did no such thing. When I told her this, she then explained that it was terminated because I had questioned the offer. I raised no questions about the offer dated XX/XX/XXXX. 

This issue remains unresolved. On the XXXX I spoke with the agent in the complaints department who reviewed my initial written complaint. This office is the highest level of escalation for customers. The agent was surprised by this. The agent told me they would look into this to find out what happened. They would also find out if the offer could still be implemented or even extended until the issue is resolved. 

the agent called me back, as they said they would, on Tuesday, XX/XX/XXXX. The agent relayed that they reached out to loss mitigation and that they never called back. They said that they would try again and also said that they made their manager aware of the situation.

In the meantime, my account does not show that I am in active loss mitigation and UWM has been calling and emailing trying to collect the debt I owe because now my account is overdue. The agent who most recently called regarding my past due payments, looked at the account notes and had no information regarding everything that has happened since XXXX. And there is no record that the issues have been escalated to the highest levels that I can escalate within the company. There is no record that I attempted to accept the XXXX deferral offer. 

Because my account is no longer actively in loss mitigation, and because there is no record that I've made complaints that are being reviewed, UWM can initiate foreclosure actions. When I asked the person at the highest level of complaints about the possibility of foreclosure, they said that they can't answer that, though they think it is unlikely. And more, that they hadn't even thought that foreclosure could be an issue. They told me they would look into it and try to find out. 

I do not understand why a department would not prioritize a query from the complaints department. I do not understand why it has been over a week and they still have not responded. I do not understand why there seems to be no coordination or shared information across different departments. I have relayed the same information described above over 20 times to different people at UWM. And still, there errors have not been fixed. They've already charged me late fees that should not have been charged, sent negative credit reports to credit agencies, and now there is the potential for further, and significant, financial harm because of their errors and inaction. 

There are other complaints about customer service and, more importantly, inaccurate and contradictory information provided by agents throughout this whole process including potential fraud by one of its agents. Regarding my questions about the XX/XX/XXXX deferral offer, I was told by an agent that I could send a query to the underwriters for explanation and/or reevaluation. I did this. On a separate phone call, on a later date, a different agent said that this isn't possible. the query I sent had account and other personal information on it. If you can't send queries to underwriting, then who did UWM 's agent have me send this account information to?

I have kept extemporaneous notes detailing all my phone calls and interactions with UWM and their agents, including names and employee numbers and what they said and what actions they said they would take ( and often didn't, resulting in me having to call back and try to solve their errors. )

Company response to consumer: Closed with monetary relief