Mortgage -- Trouble during payment process -- Complaint #19343407

Complaint Overview

Complaint ID: 19343407

Company: United Shore Financial Services, LLC

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Sub-Issue: Paying off the loan

State: California

ZIP Code: 92129

Date Received: 2026-02-08T12:00:00-05:00

Date Sent to Company: 2026-02-08T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I had already prepaid interest through XX/XX/XXXX, and as of XX/XX/XXXX, my principal balance was only one cent. Because mortgage interest accrues solely on the outstanding principal, no additional interest should have accrued after that date regardless of when the payoff was processed. However, UWMs automated system generated two different payoff statementsone in XXXX and another in XXXX significantly different refund amounts. The XX/XX/XXXX payoff statement showed that UWM owed me {$21000.00}, while the XX/XX/XXXX payoff statement showed only {$16000.00}, a difference of about {$5500.00}. The sole change was the interest to payoff date, even though my principal remained effectively zero. This discrepancy strongly suggests that UWMs system misapplied its standard payoff logic to your unique situation, calculating additional interest that could not have accrued. The communications with UWM show that I made good-faith efforts to clarify and resolve the issue. After paying down the loan to a near-zero balance, I requested guidance on how to complete the payoff. UWMs customer service initially directed me to call, and upon doing so, I was told to generate a payoff statement. The XXXX payoff statement contained instructions only for borrowers who owe funds to UWM, such as wiring payment, but offered no direction for cases where the lender owes a refund to the borrower. Because of that lack of guidance, the payoff process was not initiated until I followed up again in XXXX, at which point UWM recalculated the payoff amount using its automated system and reduced your refund. UWM later confirmed through written messages that the payoff was processed only after your XXXX call, that the refund was {$16000.00}, and that its system calculates interest through the payoff date. However, the company never addressed the fact that no additional interest could accrue on a {$0.00} principal. Their explanation that the payoff includes the interest to the payoff date is not factually or legally sound in this context. The attached message exchanges indicate that I continued to ask for the calculations about how UWM arrived at the payoff amount, breaking down the interest payment but I did not receive the precise information. UWM continued to provide payment history which I am well aware of but that does not directly answer the questions or provide any insight into why the payoff amount is different. I have attached following documents 1. Message exchanges history 2. XX/XX/XXXX payoff statement 3. XX/XX/XXXX payoff statement 4. My written letters ( twice ) sent to them to ask for appropriate information. 5. All the payment transactions towards the loan that I have made from the beginning of the loan to the point of closure.

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Disclaimer

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

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