United Shore Financial Services, LLC
Consumer Complaints
There are over 195 complaints on file for United Shore Financial Services, LLC. Dated between 2019-11-06 and 2012-09-04.
Complaints Page 3
2018-08-17
Chicago, IL
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I closed on my mortgage on XX/XX/XXXX with the first payment due XX/XX/2018. I received a call on the XXXX about the payment not having been received. I then proceeded to schedule the payment soon thereafter. I used my XXXX XXXX account to make payment on the mortgage.
Once XX/XX/XXXX payment became due, I proceeded to log into their payment portal. At that time I noticed that my required payment amount was for two payments. This immediately raised a red flag about the payment made in XX/XX/XXXX. My first thought was that the payment was not accepted by the mortgage company or that for whatever reason it was returned by my bank. Maybe an error in the processing or a transposed account number resulted in a rejected payment. That was not the case.
At that point, I proceeded to pay the ~ {$4200.00} payment covering both months. Having not received any indication from the mortgage company that anything was wrong, I thought nothing of the matter and took solace in the fact that the payment debited my account properly the following day.
On XX/XX/XXXX, I received a credit alert notification. XXXX XXXX reported my mortgage as being 30 days past due. Apparently, XXXX refused to properly apply the first payment due in XX/XX/XXXX and this had an adverse affect on my credit score.
I called XXXX and spoke to a polite gentleman that refused to help address the matter. He mentioned that the reporting needed to be effectuated as other creditors needed to have a comprehensive understanding of my ability or inability to pay my obligations.
I have attached a copy of my most recent bank statement that demonstrates my ability to meet my financial obligations.
Company Response: Closed with explanation
2018-08-10
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Hi We are attempting to re-amortize our loan w/XXXX XXXX XXXX.
We sent in an electronic funds transfer to them in mid-XXXX for approx. $ 250k. We never received confirmation from them that they got the money. WE called a few days later to confirm the money was received. They original said they can't find it but then later found it. It's now been almost 2 months and our loan is still not re-amortized and my husband and I aren't even sure we know where the money is anymore. We attempt to contact them and they just tell us we will get something in the mail or we will get an email however none of this has happened.
I know $ XXXX might not seem like much money to XXXX however it's a great deal of money for us. In the meantime, we have not made a mortgage payment as we assumed the re-amortization would have been completed by now as everything has been completed via electronic transfer. XXXX is not being up front, they are using our money to gain their own interest off it and not properly applying it to our loan as promised.
Company Response: Closed with non-monetary relief
2018-07-29
Kansas City, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-07-13
San Jacinto, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a benefit award from the Keep Your Home California Program in XX/XX/XXXX. The award was for {$50000.00} to reduce the principal balance on my mortgage and to reduce the monthly mortgage payment to enable me to keep my home with a more affordable monthly mortgage payment. I am a retired, single, XXXX American woman, senior citizen ( XXXX years old ) and have adopted and am raising my XXXX ( XXXX years old ). I have been in my home for the past 12 years with no prior mortgage issues or problems and the home has been in the family ( my Mother was the original owner ) since it was first built in XX/XX/XXXX. My objective is to maintain a safe and secure home environment for my granddaughter and myself which is the reason I applied for and was granted the benefit from Keep Your Home California.
There are two mortgage companies involved in this scam of not providing the totality of my award XXXX XXXX XXXX ( Original Mortgage ) XXXX XXXX ( New Mortgage Servicer ) XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX Account Number XXXX Loan Number XXXX On XX/XX/XXXX I was notified by Keep Your Home California that the {$50000.00} Benefits had been sent on my behalf to XXXX XXXX XXXX ( copy of notification included in attachments ) and within a few days I would receive documents relating to the principal reduction and the new lower mortgage payment. I waited patiently for this information but never received it. Instead I received on or about XX/XX/XXXX a statement dated XX/XX/XXXX which showed the receipt and distribution of the {$50000.00} but NO REDUCTION IN THE AMOUNT OF THE MONTHLY PAYMENT ( copy of statement included in attachments ). I immediately called XXXX to find out what was going on it was at that time I was informed of two things.
1. My loan was being transferred to another company 2. They did not bother to do a recast of my monthly payment ( this is an exact quote ) and the new company would have to do it.
I find it extremely suspect that immediately after receiving $ XXXX in cash and making no effort to recast the monthly payment on my mortgage the loan was transferred. Obviously if they had the time to take the money they should have completed the whole process prior to the transfer, or transfer both the money and the loan to the new company, this reeks of shady if not illegal business practices.
I contacted the XXXX XXXX around XX/XX/XXXX and inquired as to when they would be doing the recast of my monthly payment. At that initial contact they could not help me as the loan transfer was not effective until XX/XX/XXXX and they would not receive any of the loan information until after XX/XX/XXXX. I waited until after XX/XX/XXXX and have been in constant communication ( all initiated by me ) with XXXX XXXX representatives during the entire month of XX/XX/XXXX regarding the lower monthly payment which is included in the award I received. Following is a diary if my communication with XXXX XXXX regarding the recast and when it would be done and applied to my mortgage payment. Fortunately all the calls were made via my cell phone and are memorialized in the phone logs. But a summary of dates and the person I spoke with follows : XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX, Escalation Specialist ), XX/XX/XXXX ( XXXX ), XX/XX/XXXX ( XXXX XXXX, Escalation Specialist XXXX XXXX ), XX/XX/XXXX ( XXXX ) XX/XX/XXXX ( XXXX XXXX, Escalation Specialist XXXX XXXX ) and XX/XX/XXXX ( XXXX XXXX ). Not to mention the numerous times I called the two escalation Specialist, left a message and did not receive a return call.
It was on XX/XX/XXXX that I was informed by XXXX that the recast pf my mortgage payment was denied and the reason was that my loan was not current I was flabbergasted. Mind you my loan was current for the month of XX/XX/XXXX and the only reason I had made no payment is due to the fact that I was waiting for and communicating with XXXX XXXX to ascertain the lower mortgage payment which is part of my original award. I find it highly suspect that I was strung along for an entire month so the company could use this as an excuse to not honor the terms of my benefit award. This is underhanded and completely unconscionable, wrong and taking complete advantage of a consumer and the award they were granted.
Company Response: Closed with explanation
2018-07-06
Santa Ysabel, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I started a new loan with XXXX XXXX XXXX XX/XX/XXXX and was told after 6 months of on-time payments and a principle amount of 80 % of the purchase price I could drop pmi. On XX/XX/XXXX I requested that in writing via e-mail. I was sent back via e-mail to get to 80 % send {$28000.00} so I did send the money and e-mailed them on XX/XX/XXXX. They held the funds for 2 weeks then posted them to my account but did not drop my pmi. After 5 phone calls and several e-mails I get another e-mail on XX/XX/XXXX saying to send them {$100.00} for an analysis which might cost more, that the {$100.00} is just a quote to start.
Company Response: Closed with explanation
2018-07-03
Bucks Bar, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-30
Blue Springs, MO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-05-25
Jupiter, FL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: Mortgagee has collected extra principal payments and placed them into a " suspense account ''. The amount they have is different then the information they provided in writing and different then the amount I show too. They sent me a sheet showing payments but not the payments to the suspense account. I really dont understand a lot of this and need some help with this.
Company Response: Closed with explanation
2018-05-12
South Florida, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I currently have a mortgage with XX/XX/XXXX. I am a XXXX in XXXX County. In XX/XX/XXXX Hurricane Irma struck and we requested a disaster forbearance for our home. XX/XX/XXXX granted the forbearance to the end of XX/XX/XXXX. At the time my mortgage payment was {$2600.00} per month. I had never been late since buying the home in XX/XX/XXXX. They told me at the end of XX/XX/XXXX to call them to set up new terms for the mortgage. I did so and was put on a 3 month " trial '' period of an increased payment from what I had been paying prior ( {$2600.00} to {$2700.00} ). At all points in this forbearance and modification of the loan have I followed all of their requests without fail. In XX/XX/XXXX they reported to my credit report that I am 60 days delinquent on my payments thus literally destroying my good credit. I have requested with them that they fix the credit report with an explanation the I have been under a forbearance due to disaster and have paid all payments that they have requested. I did so in writing to them and have, as of yet, had anyone correct this on my report. I've been complaining since XX/XX/XXXX ( the very day of the credit reporting ) for them to fix this and was assured they understood and would do so. This has been to no avail. I have lost my good credit, had my credit cards either reduce my credit limits or outright cancelled my credit. On top of this, they now state that I have a " lien '' on my house and they requested I go to the XXXX county records office to " prove '' that this is not the case because I presumably have a " common name '' and they now have the modification of my mortgage on hold. I went to the county records office and found no such " lien '' under my very specific name and faxed them all that was on the county record.
My grievance is twofold. They are taking advantage of people that suffered through a natural disaster and misreporting this to the credit bureaus that I am late on payments when I have followed to the letter what they have requested. I want my credit report accurately reflected as what has really happened. Also, the underwriters appear to be playing a game stating I have a lien on my property that does not exist just to stall on the final arrangements for the mortgage payments from this time forward. I want them to quickly resolve these problems as soon as possible. No more stalling, no more games, no more requests to run 20 miles to the county courthouse to find non-existing liens on my home or in my name.
I researched the XXXX XXXX XXXX web site for complaints against XX/XX/XXXX and found two other complaints from Hurricane Irma victims that are similar to mine. The company needs to be held accountable for their misdeeds against the victims of natural disasters and do what is appropriate.
Company Response: Closed with explanation
2018-05-10
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-04-27
Houston, TX
Trouble during payment process
Mortgage: FHA mortgage
Complaint: XX/XX/XXXX On XX/XX/XXXX I received notification from XXXX XXXX XXXX XXXX XXXX advising that the servicing of my loan had been transferred effective XX/XX/XXXX from UNITED SHORE FINANCIAL SERVICES , LLC to XXXX XXXX XXXX XXXX XXXX and that UNITED SHORE FINANCIAL SERVICES , LLC stopped accepting payments received from me after XXXX XXXX.
I have never missed any payments, now I am receiving foreclosure letter from UNITED SHORE FINANCIAL SERVICES , LLC attorney advising of foreclosure. This has ruined my credit score, t UNITED SHORE FINANCIAL SERVICES , LLC is reporting over 90 days late on my credit, dropping my score over 100 points.
I have contacted both servicers ( prior and new ) and one says I have two accounts with them, two different loan numbers. I have never missed a payment and have spent hours on the phone trying to solve this at no avail.
Company Response: Closed with explanation
2018-04-06
Ft Lauderdale, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: To whom it may concern, I live in XXXX Florida, area that was heavily impacted by Hurricane Irma. I was given an option of forbearance by XXXX for 3 months, after which period I would either pay full amount owed ( {$7000.00} and change ) or do a loan modification and trial payments. I was told multiple times that negative credit reporting would be suspended during forbearance AND trial period for loan modification. I was even sent the letter spelling this out.
I am in the TRIAL MODIFICATION program and have made ALL of my payments ON TIME and in FULL.
On XX/XX/XXXX XXXX XXXX XXXX has reported me to all three credit bureaus as delinquent on my loan.
As a result, my credit score has dropped by 88 points over night.
After your incorrect reporting to the bureaus, credit bureaus reported the same to all of my banking institutions, and as of today, my credit worthiness has dropped from excellent to fair. First one of my banking institutions lowered my credit card limit from {$50000.00} to {$3000.00}, second banking institution lowered it from {$22000.00} to {$1000.00}, and third one from {$20000.00} to {$750.00}. All of my balances above these laughable credit limits became due immediately, and interest started accruing.
At the same time, I was working on a loan for my business which was supposed to be closed today XX/XX/XXXX but has been put on hold indefinitely because I do not meet criteria for the loan anymore. My credit score is simply too low.
I have spoken with numerous employees of your company, from following departments : Natural Disaster department, Loss Mitigation Department, Customer Service department, which got me nowhere. Calls I made :XX/XX/XXXX Employee number : XXXX XX/XX/XXXX Employee number : XXXX XX/XX/XXXX Employee number : XXXX XX/XX/XXXX Employee number : XXXX At this point, your false reporting has affected me more than hurricane ever did. You destroyed my credit rating, my credit limits with various financial institutions ( which in order to be repaired even after you remove negative reporting would take hard credit pull for each of the accounts that were affected, which will again negatively affect me for the next 24 months ), prevented me and my business getting a business loan which we need to service clients order which has already been placed ( severely risking, me losing the said client ), and cost me a tremendous amount of time by bouncing me around different departments.
My livelihood and my familys livelihood has been severely affected by your actions.
I kindly ask you to do only what you already stated that you will.
Please do not report negative status and remove the reports that you already made as quick as possible.
Thank you.
XXXX XXXX XXXX XXXX XXXX P.S. The letter you sent me has been attached to this document.
Company Response: Closed with explanation
2018-03-31
Cape Coral, FL
Trouble during payment process
Mortgage: VA mortgage
Company Response: Closed with explanation
2018-03-21
San Antonio, TX
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: i have signed on a CD with the 30 years fixed interest rate of 4.25 % and total closing cost of {$29000.00} on the date ofXX/XX/XXXX.
closing date is on the XX/XX/XXXX at XXXX and i received a call and email regarding to the new disclosure form that i have to sign due to that they cant honor the last disclosure that already been signed and they want to force me to sign the new document that has a interest rate of 5.1 % on the date of closing right before i go to title company.
Company Response: Closed with explanation
2018-03-19
Grosse Ile, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have a re-finance home mortgage through XXXX XXXX XXXX ( henceforth known as XXXX ). It was set-up with an escrow account for home owners insurance as well as property taxes.
XX/XX/XXXX I received an overdue tax statement from my township stating my winter property taxes were overdue.
That evening we first contacted XXXX and then promptly followed the instructions in trying to get the delinquent tax notice paid. All information required was provided multiple times via e-mail and fax ( pictures, .pdf, etc ).
My wife handled the situation until XX/XX/XXXX when I took over because the stress was too much for her to handle with her XXXX struggles. Number of phone calls between XX/XX/XXXX and XX/XX/XXXX is >4 but unknown to me.
XX/XX/XXXX at XXXX XXXX EST : Spoke with Customer Service Rep and supervisor. Confirmed fax # and information re-requested was received. Feedback was requested by COB. No feedback.
XX/XX/XXXX at XXXX XXXX EST : Confirmed with local township taxing authority that tax bill was indeed submitted to XXXX. Local tax authority informed me that the issue was handed to the county on XX/XX/XXXX due to the closing of the books. Township also submitted a formal inquiry to try to help me with resolving the issue.
XX/XX/XXXX at XXXX XXXX EST : Follow-up phone call with a different supervisor. Feedback was issue would be resolved by XX/XX/XXXX after amount due and legal description were clarified by taxing authority. Phone call to be received within 5 business days max ( most likely 3 ).
XX/XX/XXXX : E-mail from township informing me that inquiry was received by service agent of XXXX. Township clarified reconciliation needed to be complete with county and that it was in settlement.
XX/XX/XXXX : Phone call received by my wife from customer service rep stating issue was still being worked on. She asked them to contact me as I am the primary phone number and have taken over the issue to see it resolved.
XX/XX/XXXX at XXXX XXXX EST : Follow-up phone call with customer service rep and supervisor. Internal inquire supposedly submitted again within XXXX. Feedback requested by end of day.
XX/XX/XXXX at XXXX XXXX EST : No feedback received. Follow-up phone call initiated requesting support of not only super visor but also next level up manager due to lack of resolution thus far. Confirmed last notes on account was from phone call earlier in the day. No action or feedback other than they are working on it. Manager assured next action would be completed by XX/XX/XXXX.
Based on previous commitments, expectations of resolution are low by the time the county takes next action.
Company Response: Closed with explanation
2018-03-08
Coral Springs, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-26
Grosse Ile, MI
Trouble during payment process
Mortgage: VA mortgage
Complaint: Im writing to express my deepest frustrations. I am a new customer a Veteran. I refinanced my VA loan with XXXX XXXX XXXX ( XXXX ) in the fall of XXXX and I have had nothing but problems since that time. What I thought was going to be a great experience, utilizing a VA home loan, has turned out to be nothing short of disastrous and frankly, incredibly disappointing. The refinance process was seamless and the close was as expected, uneventful. Then the problems began. As expected, I received my first billing notice for my first mortgage payment in XX/XX/XXXX. I paid that bill on time. I have paid every monthly billing since loan inception, on time. XXXX XXXX, I started receiving no less than 10 pieces of mail each week about how I missed a payment and was behind. On top of the excessive amounts of mail, I began receiving excessive amounts of phone calls - collection calls - about a late payment. Out of fear that something had happened to my account, I reviewed my banking records carefully and was concerned that maybe I inadvertently paid my prior lender my XX/XX/XXXX and XX/XX/XXXX mortgage payments. I verified that I did pay XXXX, as required, and every payment had been made timely. I have confirmed this with every customer service representative I have spoken with.
I called XXXX and verified that both of those payments were received timely and had been applied to my account. At no time during that initial call was I made aware of a billing error on UWs part. Then, in late XXXX or early XXXX, in one of the far too many letters and phone calls I was receiving, one such letter ( see attached ) advised me that XXXX had made a billing error and that my first payment should have been made in XXXX, rather than XXXX, as XXXX billed. In fact, XXXX sent me a letter via XXXX with two {$50.00} XXXX gift cards for the inconveniences XXXX had caused me. I have spent countless hours on the phone on hold then being transferred from department to department within XXXX trying to understand my mortgage and the XXXX error. In XXXX, I finally demanded my call be escalated and I spoke with a Supervisor XXXX who was the first person who actually tried explaining to me and working with me to understand what the confusions was. To my surprise, XXXX advise me that I should just double up on my mortgage to overcome this XXXX error to get my mortgage caught up. The nerve! I was caught up. I advised XXXX that I was a single mother, veteran and it was right before XXXX. The thought of doubling up on a mortgage was scary because, frankly, who can afford to do that during the holidays? Rather than XXXX making an honest attempt at fixing their error such as offering to modify the loan to extend it out one month to accommodate their billing error - suddenly I found myself on the receiving ends of demands to make double payments. I offered to add more into my monthly payment to get this issue resolved within 6 months and I was told in no uncertain terms that that would not work, additional monies each month would not get captured in XXXX systems correctly and would simply be added as additional payments toward the principal of my mortgage. So, I find myself getting excessive amounts of unwanted and unnecessary calls and notices that my mortgage is in default. This is Absurd when it has been a documented UW error, not mine. Each time I have called XXXX, I have waited on hold for more than 1 hour. On two occasions, both calls lasted more than 2 hours. Who has this kind of time to address a highly profitable lenders clerical mistake? Each time I have called I have reminded the XXXX employee that I am a Veteran, single mother, and that I have felt taken advantage of. Apparently XXXX does not care. Eventually, I agreed to make an additional payment by XX/XX/XXXX to resolve XXXX mistake.
I have been advised multiple times via phone that this has been captured on my account and, in fact, Ive also asked each time to ensure that no negative reports would be made to the credit bureaus and that no late fees would be assessed to my account as this was clearly XXXX billing error which theyre trying to cover up and make me pay for. I was and have been completely disappointed in XXXX billing practices and customer service.
Recently, I decided that I would take advantage of the two {$50.00} XXXX gift cards ( # XXXX / # XXXX ) which XXXX sent me as a small token for UWMs billing error. The letter clearly states that the cards were active upon receipt so I thought nothing of it and placed the cards in my wallet. I attempted to use these cards at various locations such as the grocery store and gas stations, each time they were both declined. XXXX completely embarrassed me publicly on multiple occasions due to these bogus gift cards! Were they both intended for public humiliation? On a whim, I called the number on the back of each and both were empty and had no balance. The nerve of XXXX to make a significant billing mistake, offer no conciliatory remedies other than a demands to double up on my payment followed up by repeated loan default demand letters and make matters worse by sending me two bogus gift cards as tokens to compensate for billing errors. XXXX customer service representatives, robo calls, stationery and postage has wasted more time and money than the cost of one of my mortgage payments all in an effort to correct their billing mistake.
I am incredibly disappointed and will be sure to tell my XXXX friends ( and anyone else who will listen ) that XXXX is NOT the lender to go to. This seemingly simple mistake could have been resolved in a much better manner. In fact, why not extend the mortgage out 1 month rather than forcing me to pay double for UWMs mistake? This is absurd! UWMs incompetence in accurate billing has been emphasized by their incompetence to appease a customer. Bogus gifts cards to cover up a billing mistake speaks volumes for your business. I have done nothing but waste my time with XXXX and I look forward to moving my loan elsewhere to a lender who truly cares about their customers, XXXX At the earliest opportunity, I will do so. If this is the way XXXX treats its XXXX customers, XXXX definitely does not deserve my business.
Your account servicing and customer service procedures are less than stellar!
I am an Incredibly disappointed customer.
Company Response: Closed with explanation
2018-01-31
Jersey City, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-12-19
Belleair Blf, FL
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2017-12-05
Arvada, CO
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-11-27
Harsens Is, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-11-02
Bloomington, MN
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: After six months of repeated and redundant financial review by XXXX XXXXXXXX XXXX and its XXXX XXXX, XXXX XXXX XXXX, On XXXX XXXX, XXXX my XXXX XXXX loan was paid off by XXXX. The email I wrote when I received my loan statement from XXXX summarizes what transpired.
" Attached is the mortgage and payoff statement from XXXX XXXX. On XXXX XXXX transferred {$730000.00} even though the balance was actually {$730000.00} for a difference of {$3400.00}. ( As you will see, I also paid {$4000.00} on the previous directly to principal, but most likely XXXX convinced XXXX XXXX to not credit the balance ).
At least XXXX XXXX, despite its recent reputation, was honest and put the over-payment of {$4900.00} into escrow. However, XXXX left the excess payment in place and then chose to -- without authorization or communication -- decided on their own to conveniently round up the loan to a nice even {$740000.00} adding another {$2000.00} to the loan.
Now I have a higher mortgage than I needed by at least {$5400.00}, plus I am also " borrowing '' {$2000.00} and paying interest on money I never received, owed or asked for. As you will recall, I paid every single nickel of closing fees up-front, by wire in the amount of nearly {$11000.00}, including paying for the appraisal. This {$2000.00} is NOT additional fees.
What is this game? XXXX knew exactly what the balance was before paying the XXXX XXXX loan. '' To this email I got no response.
But that unfortunately is n't the only trick XXXX has in their bag. In less than 24 hours before actually closing the loan ( and amazingly, within less than a week of the rate lock expiring because this started in XXXX ), I got a new closing " estimate '' demanding an additional {$3000.00} in fess. " Why the extra fees? ", I asked. Because, I was told by XXXX from XXXX XXXX Mortgage, that the rations are suddenly not quite working by some tiny percentage so XXXX needs more money to guarantee the rate. Normally, you 'd have a few options such as paying down the loan itself or changing the terms to avoid the points and fees, etc. But darned if we are n't out of time.
I tell XXXX from XXXX bluntly, " You all need to get your paperwork in order before I sign or wire anything. The payoff number you are using is off by a significant amount. And I am NOT wiring another {$3000.00}. '' Then XXXX reminds me of the amazing benefits of this mortgage, etc,. to which I again reply " Get rid of the extra {$3000.00}. '' I show him my rate lock agreement from XXXX with the points noted. Then there are back-and-forth emails where I tell him to figure out how that {$3000.00} goes away, or I am signing the document to cancel the mortgage.
Eventually, they come back with a proposal to absorb all but {$500.00} of it -- supposedly XXXX will take {$1200.00} and XXXX will take {$1200.00}. Or that is what I am told, anyway. Rather than keep going around on this thing, I reluctantly agree but make this statement to XXXX at XXXX on XXXX XXXX.
" There is no doubt in my mind that I am being purposely worked by XXXX. It is fairly amazing that it has taken not only this long, but that have of course pushed it all the way so that the lock will expire, thereby placing extra pressure. Then we have the " Oh, by the way, you owe us another {$3000.00} '' coming in at the last minute because the supposed loan-to-value ratio is off by some miniscule fraction ( despite six months of review ) and, of course, now that time is up, I am left with not option to pay the extra {$3000.00}. Honestly I feel like reporting them to the attorney general. '' I did report them. But what they are doing is completely dishonest and, I would assume, illegal. You can not give someone an estimate of closing and then simply independently decide to up the loan and keep the money. I know what they do : They bait people with low rates but then figure out how to up the fees and loan values to actually dupe you into thinking you are getting an incredible deal. That 's slimy and needs to be stopped.
I hope you fine the XXXX out of them. I am attaching documents but have many more should you choose to investigate it.
Company Response: Closed with explanation
2017-10-02
Cocoa, FL
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: On XX/XX/XXXX we closed on a purchase of the Property. XXXX was the mortgage broker for a loan funded by XXXX XXXX XXXX and advised us regarding the documents and insurance needed to fund the loan.
In an email dated XX/XX/XXXX at XXXX XXXX, XXXX XXXX of XXXX informed the us that, in addition to other documents, that we would need to obtain an XXXX insurance policy on the Property prior to closing. In an email dated XX/XX/XXXX at XXXX XXXX, we responded to XXXX XXXX email regarding the documents needed. In his email, we asked Can you clarify why an XXXX is required? We noticed the last company sent us an XXXX policy and are unsure of the differences. We replied to them asking them to adjust. At XXXX XXXX on the same day XXXX XXXX replied to the us as follows : The XXXX policy is for condos only. Since this property is deeded as a condo, you only need walls-in coverage because you pay the monthly HOA dues which includes additional insurance. Does that make sense?
Later in the day on XX/XX/XXXX, I replied to XXXX XXXX as follows : After speaking with the insurance agent she said because the community does not have a master association that we would actually need an XXXX policy. Will you please re-confirm what policy we need because every " we are receiving is an XXXX. Thank you. At XXXX XXXX, XXXX XXXX again responded as follows : The association does have a master policy. I have requested this from the HOA. The mortgage paperwork indicates that XXXX and XXXX XXXX XXXX processed the loan as if the property was a condominium with exterior insurance coverage provided by the association.
Based on the representations made by XXXX and the repeated confirmation from XXXX XXXX of XXXX, we purchased a XXXX policy with XXXX XXXX XXXX XXXX ( XXXX ) instead of an XXXX policy. Unfortunately, shortly after we closed on the Property, XXXX XXXX hit the coast and damage to the Property was sustained. Specifically, we had significant roof damage, among other damage sustained.
Due to the damage sustained by XXXX XXXX, the Property was partially exposed to the elements. We diligently acted to protect the Property by contacting the insurer and the association and proceeding to try to have the Property repaired. However, when they undertook this endeavor they were informed that, in fact, there was no blanket master policy for the Propertys association, the property is not part of a condominium and that they should have obtained exterior insurance coverage ( contrary to the repeated representations of LCA ).
Due to the incorrect and negligent representations of XXXX and XXXX XXXX XXXX, we and out XXXX young children are currently displaced from their home and without insurance coverage for the damage that was sustained to the roof. Although we took diligent steps to make sure the property was properly insured, the continued negligence and misrepresentations of XXXX cause them to be uninsured for the exterior of their home. XXXX improperly advised us, against repeated question, that the policy needed to properly insure the Property was an XXXX and not an XXXX.
We are now left displaced with our XXXX young boys and both banks are continuing to point the fingers at each other for weeks while no resolution is in sight.
Company Response: Closed with explanation
2017-09-26
Warrenton, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2017-09-26
Magnolia, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: The bank that holds my mortgage, XXXX XXXX XXXX, is complicating the process of paying mortgages online. If you go to their website, XXXX XXXX XXXX, you can see that it is geared toward mortgage brokers. The login button on the site is in the upper right hand corner and reads " EASE LOGIN '' in an orange box. This login is for mortgage brokers, not borrowers. If you attempt to use borrower credentials, the login will not work. Instead, you have to scroll down to the bottom of the page and click " loan servicing '' in much small nondescript print to pull up the login for borrowers. I find this overly complicated and difficult to remember month to month.
Company Response: Closed with explanation