Business Profile

Mortgage Banker

Union Home Mortgage Corp.

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Complaints

This profile includes complaints for Union Home Mortgage Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

37 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
UHM has done nothing but cause me hardship and stress. They are forcing me to send my payments through certified check only to never receive them in time or at all. Which my bank will not resend another check for 90 days. Then they send a delinquency report to my credit. They give me a different address to send the checks to every time when I contact them about these issues. No matter how early i send the checks they seem to always be late to receive them by over a month. I have hundreds in late fees and am selling my house so I can get away from this mismanaged company with poor policies and ethics.
Business Response
Date: 02/04/2025
This
response is regarding Mr. ***** ********* complaint submitted to Union Home Mortgage Corp. (UHM) on 1/29/25. In
2024, Mr. ******* submitted mortgage payments to UHM on the following dates
which were returned due to insufficient funds: 01/10/24, 01/17/24, 01/22/24,
02/23/24, 03/05/24, and 05/15/24. It is UHM’s policy to place a Certified-Funds-Only
Hold on borrowers’ accounts after three or more insufficient payment returns. As
a courtesy, UHM removed the Hold from Mr. ********* account twice in 2024, but
it was reinstated after he did not meet the payment and insufficient fund
reversal requirements. The Hold will be effective on Mr. ********* account
until UHM receives 12 consecutive timely payments.

Mr. ******* spoke
with UHM’s Customer Care Department at various times throughout 2024 and was provided
with directions for submitting payments. He received a total of 16 Late Payment
Letters, Payment Reminder Letters, and Payment Reversal Letters to notify him
of the insufficient funds. UHM also offered hardship assistance which Mr.
******* denied. On 01/29/25, a UHM Servicing Oversight Specialist called Mr.
******* and left a voicemail with his contact information. As of 2/3/25, the
Specialist has not received a reply from Mr. *******.
Initial Complaint
Date:01/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August of 2024 I entered into a repayment/payment arrangement with UHM (Union Home Mortgage). I checked my credit report and UHM has marked my report as 30 days late for September, 60 days late for October, 60 days late for November, on time for December and now 30 days late for January and it's January 8th and the other payments since the agreement were paid on time.
Business Response
Date: 01/14/2025
By way of background, Ms. ***** ******* originated a
mortgage loan with Union Home Mortgage Corp. (UHM) on August 19, 2022.
Beginning September 1, 2024, Ms. ******* entered a 9-month repayment plan.
The terms of the plan, including the amount of each payment due and the
due dates, were detailed in the Formal Repayment Plan Agreement. This Agreement
was reviewed and executed by Ms. ******* on August 21, 2024. Pursuant to agency guidelines, payment statuses are reported
to the credit bureaus normally during a repayment plan. Upon further review,
UHM has confirmed that their Servicing Department reported the payment status
of Ms. ********* loan to the bureaus accurately each month. At the start of the
plan on September 1st, Ms. ******* was due for her July 2024
mortgage payment. She submitted $1,335.26 for her July mortgage payment on
August 30th, $1,335.26 for her August mortgage payment on October 11th,
$1,335.26 for her September mortgage payment on November 6th,
$1,335.26 for her October mortgage payment on December 5th, and $800
for her November mortgage payment on January 7th. The loan is
currently due for December 2024. Should Ms. ******* have any additional
questions regarding her loan, she is encouraged to contact UHM’s Servicing
Oversight Manager at 440-214-7629.
Customer Answer
Date: 01/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

A company generally cannot report you as "late" to credit bureaus if you have entered into a formal payment arrangement with them and are adhering to the terms of that agreement; however, they can still report your account status as "in payment plan" or "under review" depending on the specific details of your arrangement. Within my agreement it did not say that my account would continue to show negative reporting from the date of the payment arrangement. I have paid each month as agreed therefore the notification of late payments on the account are not accurate for the months after the payment arrangement was made.

Regards,

***** *******

Business Response
Date: 01/16/2025
After
additional review, UHM has decided to adjust Ms. ********* credit report to
remove the delinquencies for her September, October, and November 2024 payments
and add a special comment code which reflects a repayment plan. This will be
filed with the credit bureaus on January 17, 2025. (The bureaus then have up to
30 days to complete this request.) If the terms of the repayment plan are met
for the remainder of the plan through May 31, 2025, Ms. ******* credit bureau
reporting will reflect the comment code indicating a repayment plan. If the
payments are not made within the timeframe as outlined in the Repayment
Agreement and the terms are violated for any given month, traditional credit
bureau reporting will resume. Should Ms. ******* have any additional questions
regarding her loan, she is encouraged to contact UHM’s Servicing Oversight
Manager at *************
Initial Complaint
Date:08/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are inaccurately reporting late payments to the credit bureaus. I haven't had an account with one of their servicers since 2018. they are reporting that I was late on a mortgage that was sold in 2018. They are stating that i was 30 days late in August, October, November and December of 2022. Also in January, February, July, September, October, November, and December of 2023. And January of 2024. It is negatively impacting my credit score and I've had 2 of my accounts closed because of this inaccurate reporting.
Business Response
Date: 09/03/2024
By way of background, Ms. ********** **** originated a
mortgage loan with Union Home Mortgage Corp. (UHM) on August 19, 2016. The loan
was serviced by UHM’s sub-servicer, Cenlar FSB, until it transferred to
Rushmore Servicing in April 2019. UHM no longer has a contractual relationship
with Cenlar and no longer uses Cenlar as a sub-servicer as of June 2023. UHM’s
Servicing Oversight Team Lead, Ms. Kassandra ***********, escalated the issue
to Cenlar on August 26, 2024 for their investigation and resolution. Ms.
*********** was in contact with Ms. **** on August 26th and 29th,
advising her both times that this matter is being researched by Cenlar and that
Ms. *********** will follow up promptly after receiving Cenlar’s resolution.
Customer Answer
Date: 09/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

********** ****

This isn’t moving fast enough. I had an account closed because of this inaccuracy. And another account limited. On top of my credit score dropping.
Initial Complaint
Date:07/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a faithful account holder with Union Home Mortgage for 3+ years and made my payments on time. In 2023, the mortgage firm underwent a number of changes that I believed could be viewed as fraud or malware, when trying to make my mortgage payment online. Despite repeated attempts (approx 40-50x), I could never get patched through to speak to a live person with UHM. When I called, the number would place me on hold and if I stayed on hold long enough, would disconnect me. As a customer, I should be able to easily speak to a live representative upon calling the business - that was not the case, at all. Again, the business had undergone numerous changes and as a consumer aware of the many scams in the market, I did not want to fall victim. Union Home Mortgage did not satisfy their duties as a fiduciary to ensure that their customer's data, rights, and information were protected, upheld and that access to verify their legitimacy was easily achieved.
Business Response
Date: 07/19/2024
This response is regarding Mr.
**** ********** BBB complaint submitted to Union Home Mortgage Corp. (UHM) on
July 12, 2024. At the
start of December 2023, UHM’s Servicing Department converted their online servicing
platform and launched a new payment portal for their customers. Email
notifications were sent to all UHM’s borrowers on November 15th,
November 21st, November 29th, and December 6th.
A paper notification was mailed via USPS on November 28th to
all borrowers who had UHM’s emails blocked or for borrowers without an email
address on file. A text message was also sent on December 1st to
cell phone numbers on file. The notifications included the portal’s inactive
dates occurring during the software upgrade and instructions on how to register
for the new UHM online payment portal. The Customer Service IVR had a special
message for two weeks prior to the transition, notifying callers of the
anticipated changes and directed them to the FAQ web landing page for more
information. Lastly, the Servicing Portal displayed a banner notice prior to
conversion.

UHM has record of Mr. ********** most recent phone call to
UHM’s Customer Care Department occurring on March 28, 2024. During this call,
he spoke with a Customer Care Representative to discuss his prior late payments
and negative credit bureau reporting. UHM’s Servicing Oversight Manager called
Mr. ******** on April 24th, left a voicemail, and provided her
direct contact information. The Manager did not receive a return phone call.
Mr. ********** loan servicing transferred to Chase Bank on July 1, 2024. Any questions
or concerns regarding the Servicing of this loan on and after this date need to
be directed to ***** ****.
Initial Complaint
Date:06/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After a working relationship had been created and making a commitment to proceed with Union Home Mortgage, I was suddenly informed that I had other brokers to utilize and did not need Union Home Mortgage.

This information was not true. This action was unexpected and caused me to begin a new search for another mortgage company or mortgage broker agency, while properties that I had an interest in were being sold without any purchase approvals for making offers on them.

Considering my situation, I requested a copy of my file. This request was refused.

I am hereby requesting the MN Better Business Bureau to assist me in obtaining a copy of my file from Union Home Mortgage.
Business Response
Date: 07/08/2024
This response is regarding Mr.
**** *********** BBB complaint submitted to Union Home Mortgage Corp. (UHM) on
June 28, 2024. By way of background, Mr. ********* applied for mortgage
prequalification with a UHM Loan Officer, Chris Carr, and a prequalification
letter was issued on May 3, 2024. Included on the letter was a clear statement
that a final loan commitment and closing are contingent upon outstanding
conditions which include but are not limited to a satisfactory appraisal
report, clear title, final approval from UHM’s Underwriting Department, and
other applicable conditions. Mr. ********* brought all his own original
financial documents to the Loan Officer during his visits to UHM’s Plymouth
Minnesota office branch. The Loan Officer scanned and uploaded copies of the
documents to UHM’s origination software and immediately returned all originals
to Mr. *********. The Loan Officer did not retain any original versions of Mr.
*********’s financial statements. UHM is a paperless company and does not have a
physical “file” which belongs to or can be provided to Mr. *********. After
prequalification, UHM discovered that Mr. ********* was simultaneously working
with multiple real estate agents and mortgage lenders and had various active
applications and offers on various properties.
Customer Answer
Date: 07/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Nothing this business has stated changes my expectation. It does not matter that all of my originals have been returned to me. It does not matter that UHM is paperless.
It does not matter that Core Realty would not allow Chris ****** to continue as my Buyer Agent. Core Realty had complete control over who was assigned to me as a Buyer Agent. They did not communicate well enough to know that they had not released me from our exclusive representation contract.
It does not matter if I was working with other lenders. It is called "shopping". We did not have any agreement in regards to an exclusive service agreement.
The fact remains that I requested a copy of my file (electronic is acceptable) and I was only given excuses why they cannot provide (information that pre-qualified me) it.
They should have the ability to provide this information to any client who requests it within hours. No excuses.
Regards,
**** D. *********
************

Business Response
Date: 07/16/2024
In response to Mr. **** *********’s additional information
sent to Union Home Mortgage Corp. on July 11, 2024: UHM’s Consumer Resolution
Manager spoke with Mr. ********* via phone call on July 15, 2024. During this
call, Mr. ********* requested electronic copies of his loan documents, and the
Manager emailed them to Mr. ********* later that afternoon.
Initial Complaint
Date:05/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Union Home Mortgage has pulled 3 mortgage payments - May 2 - 1,223.93; May 3 - 1223.93 and May 6th - 1860.54. In April, I paid 4,485.15 to clear an escrow shortage and applied for an escrow waiver and paid 682.85 and was approved. I pay the loan amount and interest ONLY! The payment adjusted from 1860.54 to 1,223.93 for May. Since this money was drafted from my account in early May I have made numerous phone calls and sent emails questioning when the 3084.47 (1,223.93 falsely pulled and 1860.54 falsely pulled). I have been put on hold while customer service spoke with a supervisor. Today the representative couldn't even explain what happened, a computer issue with the leap year, a January payment..... Then I was told that a check was cut for one 1,223.93 charge but there was a reason the other wouldn't be refunded. I asked to speak with a supervisor and was told that someone would call me back today - didn't happen (second time for not being "called back"). I don't have a check or explanation. When the next mortgage is pulled, there are not sufficient funds to cover it because I'm down 3084.47. My expectation is to be refunded the complete amount, I don't care about the mistake but I do care about the money they have that I can prove is mine, and only mine. This isn't the first bump in the road with this company. The dealings I've had with the escrow side of the business have been seamless and easy. Dealing with the payment / customer service side has been a nightmare. They made the error and I am the one taking time out of my day to fight for money that - to say I'm frustrated is an understatement.
Business Response
Date: 05/30/2024
This response is regarding
Ms. ***** ****’ complaint submitted to the BBB on May 24, 2024. A duplicate
January payment was submitted by Ms. ****’ bank’s third-party bill pay vendor,
which was reversed on May 3rd. On April 19th, Ms. **** enrolled her account in
ACH payment withdrawal to begin in May. Additional duplicative payments were
made on May 3rd (submitted manually by Ms. ****) and on May 7th (submitted
automatically from her bank’s bill pay service). UHM’s Customer Support
Specialist spoke with Ms. **** on May 28th to discuss the situation and
expedited a $1,223.93 refund by issuing an electronic wire transfer. The refund
was received by Ms. **** on May 30th. The Specialist also confirmed that UHM
would be refunding the $15 wire transfer fee and explained that her next ACH
payment withdrawal will occur on June 3rd since the first of the month is a
non-business day. UHM encourages Ms. **** to continue working with UHM’s
Customer Support Specialist for any additional questions or concerns.
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your team is still insisting to go into circles..... This is very serious since closing date is May 14th

Nick
Following your unexpected response, we conducted thorough research and reached out to various parties involved. Here are the key findings:

1. Typically, insurance requirements like these apply to HFA mortgages rather than conventional ones.

2. Have you checked if the HOA is approved by running it through your database?

3. Despite your concerns, numerous units within this development (which contains more than 350 units) have closed successfully in recent months under the same insurance conditions, which contradicts your conclusion.

4. Regarding the Certificate of Insurance (COI), you mentioned a delay in receiving it. But our records show that you requested it on May 6th and received it promptly within a couple of hours from the HOA.

5. If the COI is crucial to loan approval, We need an explanation why was not it requested earlier.

6. It's regrettable that during our phone conversation, and in your subsequent email to my attorney, you displayed an unprofessional and dismissive attitude.

7. I attempted to convey that your approach isn't conducive to a mutually beneficial outcome for our business, but unfortunately, it seems we're at an impasse.

Given the circumstances, I believe it's necessary to escalate this matter, noting that I am not interested in talking to you again after today’s morning phone call.
I request to speak with your supervisor before noon today. Please have them contact me at *************
Business Response
Date: 05/14/2024
By way of background, Mr. ***** ****** applied for a
mortgage loan application with Union Home Mortgage Corp. (UHM) on April 15th,
2024. During underwriting, UHM discovered that the file did not satisfy Fannie
Mae and Freddie Mac’s property insurance requirements as the condominium’s
single unit deductible exceeded the 5% maximum allowable deductible for all
required property insurance perils. UHM provided three options to the
Homeowners Association (HOA) which would make the file approvable. These
included adding endorsement caps, reducing the PU water deductible, or
obtaining a deductible buydown/buyback policy, however, the HOA was unwilling
to alter the coverage. As the property does not meet agency guidelines, UHM
issued a statement of denial on May 10, 2024. Additionally, UHM’s Consumer
Resolution Manager reached out to Mr. ****** on May 10th to explain
UHM’s position and reiterate the reason for denial.
Initial Complaint
Date:04/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made 3 payments in a row, 2 week apart on my mortgage account, 1 payment was accepted, 1 payment was return, and 1 payment was accepted but not applied to my account. Files a complaint early February and have no resolution yet. I had gave every information they requested about all the payment from my bank. Currently unable to get in contact with the person who is helping me resolved this.
Business Response
Date: 05/01/2024
Union Home Mortgage Corp. is in the process of investigating this complaint. Customer Support met with Mr. ****** on April 30th to communicate this. UHM will follow up with an official response once they have come to a resolution.
Customer Answer
Date: 05/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

Business Response
Date: 05/03/2024
This response is regarding Mr. ***** ******** BBB complaint
submitted to Union Home Mortgage Corp. (UHM) on April 24, 2024. Mr. ****** has
utilized his bank’s third-party Bill Pay vendor to submit monthly mortgage
payments to UHM. On February 20th, Mr. ****** called UHM stating
that he made three payments on December 29th, January 12th,
and January 26th. Mr. ******** December 29th payment was
received and applied, but the other two January payments were rejected. Mr.
****** and his financial institution confirmed that he received one of the
rejected payments which was deposited to his bank account on February 7th.
UHM has concluded that the third, unaccounted payment issue lies with the Bill
Pay vendor. The Bill Pay vendor and Mr. ******** financial institution are in
the process of researching this further. UHM has been in direct contact with
Mr. ****** and will continue to keep him updated as the situation progresses.
Initial Complaint
Date:03/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mortgage lender did not pay my full property taxes in year 2023 but collected escrow payments from me. I have called (4) times in attempts to get an explanation or resolution with no success.

I first spoke with someone named LeAnne, who indicated she would follow up the next day. A week later I called and spoke with someone named Kathy, who indicated she would follow up in a day or 2. I called a week after that and left a message for a call back. I called today and have been on hold for 15minutes waiting for a representative to pick up the phone.

I can't seem to get a straight answer on what has been done with the funds I'm paying for property taxes or a reason why only half of the property taxes for 2023 were paid.
Business Response
Date: 03/22/2024
This response is regarding Ms. ********* ******* BBB
Complaint submitted to Union Home Mortgage Corp. (UHM) on March 19, 2024. UHM
paid Ms. ******* 2023 property taxes on January 4, 2024 for $3,128.22. Since
the taxes were paid prior to the county’s delinquency date, no late fees were
assessed. The January 4th tax disbursement was reflected accurately
on Ms. ******* February mortgage statement. UHM Customer Care Representatives
were in contact with Ms. ***** on February 13th, 20th,
and 28th. Additionally, a UHM Servicing Specialist spoke with Ms.
***** again on March 19th to answer any remaining questions
regarding the tax disbursement. UHM considers this inquiry to be resolved to
Ms. ******* satisfaction and encourages her to continue working with
UHM’s Servicing Specialist with any additional concerns.
Customer Answer
Date: 03/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The business response makes it seem as if they were responsive and reached out to me. I called them to inquire on why only $3000 of my $6000 property tax bill was paid. When I called them on all of the listed dates, each representative indicated they would call me back within (2) days to explain. None of them have called me back, including the representative I spoke with after initiating this complaint.
The 1098 I received in January of 2023 shows the company paid approximately $6000. The 1098 I received in January of 2024 show the company only paid approximately $3000. My tax bill did not decrease. This resulted in implications on the taxes I had to pay, regardless of whether there were no late fees assessed- by the county auditor. After initiating this complaint I received a call with the excuse about a company software conversion that may have been the cause, but they were not sure. I was also told I would receive a phone call with further details. Instead I receive this communication from the BBB. There is a substantial difference between $6000 and $3000. For the company to down play only paying half of my property taxes is extremely upsetting. These monies are paid into my escrow account with the expectation that the full year taxes will be paid each year. It's a horrible surprise to receive a 1098 statement showing only half of the year was handled. If UHM is saying my taxes are paid to date and accurate then they must have issued me an incorrect 1098 and should fix it so I can modify my taxes. Otherwise, they have not paid my taxes appropriately.
I will not consider this resolved until a definitive explanation of why this happened, why I wasn't notified, how this will be prevented from happening again and how they plan to rectify it this year and what I can expect to see on the 1098 statement I will receive in January of 25, has been communicated to me in writing from Union Home Mortgage.

Regards,

********* *****

Business Response
Date: 03/27/2024
The
following explanation is regarding Ms. ******* BBB response submitted to UHM on
March 25, 2024. Due to a servicing software conversion that UHM underwent at
the end of 2023, UHM has experienced higher than normal call volumes and
apologizes for any delays that have impacted Ms. ***** as a result. ******** County collects two annual tax installments in the months of June and January.
UHM paid Ms. ******* first $3,128.22 tax installment on June 15, 2023 and the
second $3,128.22 tax installment on January 4, 2024. Due to delays caused by
the software conversion, the second tax installment was paid later than usual
but still in advance of the county’s delinquency date. The 2023 yearend tax
statement was accurate and listed UHM’s June payment of $3,128.22. The second
tax payment on January 4th will be listed on the 2024 yearend tax
statement. UHM’s Loan Servicing Specialist addressed this during the March 19th call with Ms. ***** and provided his direct phone number for any additional
questions. The Specialist reiterated this explanation in an email to Ms. *****
on March 26, 2024. Ms. ******* 2023 taxes are paid up to date with no
delinquencies. UHM hopes this explanation has provided further clarity and
encourages Ms. ***** to continue working with UHM’s Loan Servicing Specialist
with any further questions or concerns.
Initial Complaint
Date:03/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I currently have two mortgages for two separate properties. Both properties have the taxes and insurance escrowed in the monthly payment. My insurance was recently canceled for non payment on one property. On the other property, the bill was paid but it was paid by a few hundred dollars more than it should have been, but not enough to cover the other property insurance. The bill was sent directly to the mortgage company per their instructions. My insurance agent has emailed them the needed documents and requested payment again. A check for $26 was posted to the insurance policy, which is not at all close to my premium amount. I have spoken to 3 different people at UHM, all of which had to call me back from the que and I have still not gotten a resolution and my insurance is still canceled.
Business Response
Date: 03/11/2024
By way of background, Mr. *****
******** refinanced two mortgage loans with Union Home Mortgage Corp. (UHM) on
December 17, 2021.

For the property on **** ****** ****, UHM’s Insurance Department received a renewal invoice from ******** ****** Insurance Co. for $1,544 on December 5th. The policy was
later rewritten, and UHM received a new invoice on December 18th for
$1,573. As of December 26th, 23 days before the due date, the policy
was paid in full. On March 7, 2024, a UHM Insurance Specialist spoke with the
insurance agent and confirmed the full payment was received and that the policy
is currently active.

For the property on ***** ***** ***, UHM received the annual insurance invoice for $1,544 on December 15th.
The policy was then re-written and a revised policy for $1,570 was received by UHM
on December 18th. On December 19th, a supplemental
invoice was sent to UHM requesting $26 for the change in premium. Due to a
communication error regarding the multiple invoices, UHM inadvertently remitted
only $26 to ******** ****** Insurance Co. instead of the full $1,570 annual
premium. On February 29, 2024, UHM received an inquiry from the insurance agent
requesting the remaining $1,544 and remitted the payment on March 5th.
On March 7th, a UHM Insurance Specialist spoke with the insurance
agent and received confirmation that the payment was applied and that ******** ****** Insurance Co. reinstated the policy with no lapse in coverage. UHM is also
covering the added $5 charge to reinstate the policy.

The UHM Insurance Specialist spoke
with Mr. ******** on March 7th to inform him of the updates,
apologize for the delays, and provide direct contact information for any
additional questions or concerns.

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