Mortgage -- Trouble during payment process -- Complaint #18141639

Complaint Overview

Complaint ID: 18141639

Company: United Shore Financial Services, LLC

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

State: Florida

ZIP Code: 33437

Date Received: 2025-12-03T12:00:00-05:00

Date Sent to Company: 2025-12-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am filing this complaint regarding United Wholesale Mortgage ( UWM ) and their improper attempts to pressure us into a refinance or sale of our home, despite our mortgage loan being fully active, current, and performing with no breach of contract on our part. 1. Communication During Loan Process All communication throughout our mortgage application and approval process was conducted solely through our assigned loan officer. We had no direct communication with UWM prior to closing. All requested documentation was submitted accurately to our loan officer. Nothing provided by us was altered, falsified, or misrepresented. 2. Employment Disclosure Prior to Closing On the same day that my partners employment ended, we immediately notified our loan officer. She explicitly advised us that this change did not affect the loan and that we were fine to proceed. We relied in good faith on her instruction. If this information was not conveyed internally to UWM, that failure occurred within their organization and is not attributable to us. 3. No False or Misleading Information Provided by Borrowers At no point did we provide inaccurate, misleading, or incomplete information. The employment change was properly disclosed to the individual handling our file. Any internal communication breakdown is UWMs responsibility, not the borrowers. 4. Loan Status and Payment History Since closing, every mortgage payment has been made on time and in full. The loan is active, current, fully performing, and paid exactly as agreed. There is no default, no missed payments, and no contractual violation on our end. 5. Improper Pressure : Refinance or Sale of the Home UWM contacted us in writing and stated that we must pursue either a refinance or a sale of our home. This is despite our loan being fully compliant and performing with no indication of borrower wrongdoing or financial hardship. We believe this pressure is improper, unsupported by our loan terms, and misleading. 6. Attempts to Move Communication Off Email After we responded in writing, UWM began attempting to communicate by phone rather than email. Given the seriousness of the situation, we believe all communication should remain in written form to ensure transparency and proper documentation. The attempts to shift to phone communication raise concerns about avoiding accountability or recorded statements. We are submitting this complaint because UWMs actions have caused unnecessary stress, appear to lack contractual basis, and create the impression of an attempt to force a refinance or sale without cause. We seek CFPB assistance to ensure this situation is handled appropriately, transparently, and in accordance with federal mortgage servicing guidelines.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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