Consumer complaint received 2025-11-04 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: NV

Complaint narrative:
Dear CFPB, I am filing this complaint against United Wholesale Mortgage ( UWM ) for improper handling of my mortgage account and lack of communication regarding my forbearance and loss mitigation requests. 

I was informed by UWM representatives that my loan was under forbearance, and that I should not make any payments while waiting for a decision on my case. I followed those instructions. Despite this, I recently received a Notice of Default dated XX/XX/2025, stating that my loan is in default and subject to foreclosure. 

Since receiving the notice, I have made multiple attempts to contact UWM by phone and email. My calls are frequently disconnected, and when I reach customer service, they tell me they dont have access to my case information. I have also sent emails and messages with no response. I am very concerned that UWM is not handling my case properly or documenting my forbearance status. 

I have also tried contacting UWM by email using the addresses listed on their website and customer portal, but they do not work. The following email addresses were used : XXXX the message was returned as undeliverable ( Address not found ). 

XXXX the email was sent successfully, but I never received a response. 
These are the same contact emails provided by UWM for borrowers who need assistance, and neither of them has been helpful. This shows that UWM is making it extremely difficult for homeowners like me to communicate or resolve urgent issues related to forbearance and foreclosure. 

In addition, my online loan portal does not allow me to make any payments, and the message says that I must call to make a payment. However, I have called repeatedly and can not reach anyone who can help me. I want to continue making my regular payments, but UWMs system is blocking me from doing so. 

I have also applied for the Nevada Homeowner Assistance Fund ( NV HAF ) to help bring my loan current and prevent foreclosure. However, UWM has not confirmed receipt of this information or paused foreclosure actions while my application is under review. 

This situation is extremely stressful and unfair. I followed UWMs instructions in good faith, and now I am being threatened with losing my home because of their lack of communication and inconsistent guidance. 

I am requesting that the CFPB : Investigate UWMs handling of my forbearance request and communication failures. 

Ensure that UWM pauses all foreclosure actions while my NV HAF application is under review.

Require UWM to provide written confirmation of my current loan status and contact information for the department handling my case. 

Provide access to call logs and documentation of all communications Ive had with UWM. 

I am a single mother of XXXX dependents ( ages XXXX and XXXX ), and I am doing everything I can to keep my home. I respectfully request your help to resolve this matter quickly before any further damage occurs. 

Thank you for your attention and support.

Company response to consumer: Closed with explanation