Consumer complaint received 2025-11-20 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: United Shore Financial Services, LLC
State: AZ

Complaint narrative:
During the construction of our home on more than XXXX account several XXXX disappeared from draws for the builder. After weeks after each incident of trying to find out why money was missing the money would just appear after threats of stopping work or seeking legal. Towards the end of construction, we were told the money was being taken from the loan 's contingency funds for interest payments, however we had a separate interest loan reserve and no money should have ever been taken from the contingency fund. Our house was completed in XXXX and due to error 's stated by United Wholesale Mortgage ( UWM ) we could not make any payments or convert from a construction loan to A VA home loan until the problem was resolved which kept us at the higher construction loan interest rate for an additional XXXX months. We were notified by the loan XXXX in writing that as of XX/XX/XXXX there was still {$13000.00} in our interest reserve account, which begs the question why were interest payments ever taken out of our loan contingency funds. Also, UWM claimed we owed over $ XXXX in additional payments for the month of XXXX and XXXX despite us trying to make a payment but being told by UWM that they were working to still resolve the issues they were have with not only our VA loan but others and we did not owe any payment until XXXX XX/XX/XXXX. Despite numerous phone calls and endless transfers ( each taking upwards of XXXX hours ) to get this resolved for nearly XXXX months we decided to just refinance through XXXX XXXX to get from under the corruption of UWM. In XXXX we made a payment to UWM as we waited for the refinance process to go through for {$11000.00} on XX/XX/XXXX but UWM did not apply until XX/XX/XXXX because UWM said we were now behind on our loan payments despite every time I called our XXXX loan payment was due XXXX XX/XX/XXXX. The finally payoff was {$970000.00} from an original loan amount of {$950000.00} despite all interest payments being made on time and there still being {$13000.00} in our interest reserve account and the payment we made of {$11000.00}. UWM was supposed to give me answers to numerous questions of what appears to be mismanagement at best of our money since XXXX, I have received nothing except a message reply to a phone conversation between XXXX Mortgage, UWM and myself. In the message I received this : Dear XXXX XXXX XXXX We??? re reaching out to clarify a recent phone call you may have received. The call was made in error, and we sincerely apologize for any confusion it may have caused. Heres what you need to know : You do not need to make a payment. Your loan payment will be made from the reserve account. No late fees will be charged. There has been no negative credit reporting. No action is needed from you. Thank you for your understanding, and please feel free to reach out if you have any questions. 
We received a check after closing from UWM for {$50.00} for Fee over collection reimbursement. However, our interest reserve had enough money left to cover interest payments until XX/XX/XXXX. We closed the end of XX/XX/XXXX and UWM was paid XX/XX/XXXX. So UWM has yet to explain, account for how we accrued {$38000.00} in interest despite having enough money in our interest reserve to cover our interest payments to XX/XX/XXXX. We also have not received a check from UWM for the overpayment amount of over {$25000.00} from XXXX Mortgage.

Company response to consumer: Closed with explanation