United Wholesale Mortgage

This company is a criminal organization. They are sitting on almost $200,000 from hurricane Ian proceeds from our insurance company and won’t cooperate with repairs. We’re pretty sure they’re sweeping people's insurance money. We had to take money out of our 401k and pay taxes on it while they were and still are sitting on our money.

This was my first payoff experience and did not go very well. The instructions for payoff are very confusing, online & on-call customer support was also very poor. This resulted in my wire transfer failing. They told there is 16 days grace to pay off. It took few days for me to resend wire which finally went through fine. But still they charged late fees & with continuous follow-up also did not give good support and consideration even being a very good borrower. Not sure what they do to those really missing or delaying payment due to issues.

Everything went well at first. Closing went well and communication was always fine. Then my first tax bill came and I called UWM to see how that would work. I was told “if UWM ever misses a tax payment, we will pay the late fee.” I wrote down this quote when he told it to me. What he apparently meant to say was “any regular tax payment, the supplemental is a different case.” So when the supplemental tax bill came in, I didn’t call UWM only because of the conversation I had with the rep. Then we were delinquent and hit with a late fee. UWM wouldn’t pay the late fee and they wouldn’t meet me in the middle for a compromise, even after I said that I wouldn’t be able to recommend them to anyone if they didn’t.

The United Wholesale Mortgage escrow (UWM) calculated the wrong property tax amount. They collected double what they should collect, which led to my mortgage payment increased more than a thousand a month. On the hand, I found out UWM didn't pay my property tax because the County tax collector sent me a bill with a penalty. I had to pay using my own money, which led to short money in the bank. I contacted UWM and told them I had just paid the 9 thousand dollars in property tax and didn't have enough money to payment+increased escrow, and I asked them to use escrow money to pay my mortgage payment (extra 9 thousand in escrow).

I have been making biweekly payments to them for months. All of a sudden, it says 3 of those payments were reversed. I checked my bank accounts and the payments were made. When I call, I get transferred around from rep to rep until finally someone says their manager will call me back in 24 hours. They NEVER call. This has been going on for over a month. It now says I am 3 months behind in payments and is affecting my credit score, but I can't even talk to anyone about it.

I have bought my house just 3 months ago. UWM has the worst service to collect money. They will delay collecting payment to an unreasonable time. When I'm talking about delays it can be over 3 weeks. Finally after 40 dollars fine for two failed transactions I cancelled auto payment and called UWM agent. She was awfully rude and stated, "Fine, fees cannot be refunded," or I shall mail some documents. I have two to 3 jobs daily and have luxury to invest time like that. I paid the fine and made payment on 7th of this month. I asked, "How long will it take the money to be transferred?" She said 72 hours. Today it's Sat the 12th and money still has not transferred from my bank.

United Wholesale Mortgage is completely unresponsive to the customer service needs. I have (2) mortgages with them that were completed in tandem and one has been an utter nightmare. Their customer service, like much of the world today, is completely outsourced to homeworkers that can only give stock answers and every time you call, you get a different person and it is a different answer for the same issue!! There is no supervisory control, training or a follow-up response team to provide much-needed service. You cannot get the person’s full name or return phone “in case you get disconnected” so when it DOES happen, or you are transferred or need to call back, you have to repeat the entire saga each time. They verify all your information so that they can call back and it never happens. I could go on about months and weeks of trying to sort out an issue and it just goes in circles.

We refinanced with United Wholesale Mortgage about about 9 months ago. Since then, we we needed to use our homeowners insurance due to a very large hailstorm that went through the area in May. We immediately contacted our homeowners insurance (USAA) and they explained that the insurance check must be signed by both mortgage and homeowners. We then contacted UWM and we discovered that United Wholesale Mortgage stipulates it will only release $40,000 to do repairs at a time, and the owner is responsible for funding inspections of work at 25% and 75% completion of all of the work. Each inspection costs roughly $300. Our total repairs are estimated at roughly $60,000. We were told during our initial conversation with a UWM rep to supply United Wholesale Mortgage with a letter and estimates explaining why additional funds above $40,000 was needed to be released for immediate funding of these repairs.

We started our loan process two months ago. We have OUTSTANDING credit. It was an easy acceptance. It's when it came to their responsibilities that working with them became costly. We have had all the paperwork ready for closing. All but the appraisal. That was ordered two months ago as well. When the company failed to produce the appraisal on the due date, United Wholesale Mortgage waited THREE WEEKS to order another one. By this time our locked in rate ran out so we had to pay $1,500 to extend it.

We refinanced at 1.99% with this company. I would highly recommend this mortgage lender for several reasons. Their website is clear and concise and runs very smoothly. I can find the information I need (I track my mortgage) in a hurry. The website shows detailed information regarding where your payment dollars go. You can pre-schedule payments which is also nice. Communication thru USPS is also concise and timely. Highly recommend.