Complaints

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

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  Union Home Mortgage Corp.

  8241 Dow Cir Strongsville, OH 44136-1725

• 

  Union Home Mortgage Corp.

  5061 N Abbe Rd Ste 4 Sheffield Village, OH 44035-1496

• 

  Union Home Mortgage Corp

  8000 Towers Crescent Drive Suite 1350 Vienna, VA 22182

• 

  Union Home Mortgage Corp

  15100 Washington St Ste 101 Haymarket, VA 20169

• 

  Union Home Mortgage Corp

  20130 Lakeview Center Plz Suite 400 Ashburn, VA 20147

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:12/12/2023

  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 have attempted to reach someone at Union Home Mortgage and have been unsuccessful as I reach a voicemail asking me to leave a message and someone will call me back, I have left messages and left my phone number for a call back yet no call back. I sent a message on their portal about the shortage in escrow and what can be done to keep my current monthly payment and no resolution yet, someone replied with the same information I received in the mail, I am looking to speak to a live person and not a robot.

  Business Response

  Date: 12/13/2023

  At the start of December 2023, UHM Servicing completed a
  software upgrade to our online servicing platform and launched a new payment
  portal for our customers. Payment processing was paused between December 1st and
  December 5th. Any payments made online, mailed in, or through
  autopay or bill pay were processed on or after December 6, 2023. Customers were
  not penalized for payment processing delays that resulted in the transition.
  
  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 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 online borrower portal had an
  informational graphic for three weeks leading up to the transition.
  
  We appreciate our customers’ patience during this time as we
  upgrade our technology to provide world-class customer service. UHM’s Customer
  Support Manager attempted to call Ms. ******* ******** on December 13, 2023 at
  12:31pm but was not able to reach her. The Manager then followed up with an
  email to Ms. ******* ******** to provide his contact information and provide
  any additional assistance needed.

• Initial Complaint

  Date:12/11/2023

  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.

  Union Home Mortgage changed their website sometime at. the beginning on December. As a member we were not given warning.
  12/3/2023 - Unable to access my mortgage information. Was told it would be available December 6th.
  12/6/2023 - Registered with the new website, but the Statements area was showing empty. attempted to call them, but had to wait on hold and provided my phone number for a call back. Received a call back and they hung up immediately.
  12/10/2023 - Applied for a HELOC
  12/11/2023 - Again tried to access my information on the website, but was still unable to access my statements. Discovered my insurance had not been paid and I am now at risk of losing it. Attempted to contact them again to get the information for a HELOC. Waited on hold again and then the automated message stated that they didn't have anyone to answer my phone and I should go online.

  Business Response

  Date: 12/13/2023

  At the start of December 2023, UHM Servicing completed a
  software upgrade to our online servicing platform and launched a new payment
  portal for our customers. Payment processing was paused between December 1st and
  December 5th. Any payments made online, mailed in, or through
  autopay or bill pay were processed on or after December 6, 2023. Customers were
  not penalized for payment processing delays that resulted in the transition.
  
  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 sent to cell
  phone numbers on file on December 1st. 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
  phone number had a special message for two weeks prior to the transition,
  notifying callers of the anticipated changes and directing them to the FAQ web
  landing page for more information. Lastly, the online borrower portal had an
  informational graphic for three weeks leading up to the transition.
  
  Due
  to technical limitations, borrower’s previous documents are not able to be
  uploaded to the new servicing portal but are available upon request by emailing [email protected]. Documents can be provided digitally through PDF
  format or by physical copy to be mailed to borrowers’ mailing address.
  
  UHM
  requested an invoice from Ms. ***********’s insurance carrier, ******, on November
  17, 2023 since an invoice was not sent to UHM until that point. ****** sent the
  invoice to UHM on November 20, 2023, and UHM submitted the payment on the same
  day. ****** does not have an overnight delivery option, so UHM had to send the
  payment via standard mail delivery and received confirmation from ****** that the
  check cleared on December 5, 2023.

• Initial Complaint

  Date:12/08/2023

  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 have been attempting to contact the company. They appear to have changed their website and I am unable to make a payment. My account lists incorrect information now. I have called numerous times. Their automated phone service disconnects the call. I have asked for a call back and they haven't called. I just want to talk to someone and be able to manage my account.

  Business Response

  Date: 12/13/2023

  At the start of December 2023, UHM Servicing completed a
  software upgrade to our online servicing platform and launched a new payment
  portal for our customers. Payment processing was paused between December 1st and
  December 5th. Any payments made online, mailed in, or through
  autopay or bill pay were processed on or after December 6, 2023. Customers were
  not penalized for payment processing delays that resulted in the transition.
  
  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 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 online borrower portal had an
  informational graphic for three weeks leading up to the transition.
  
  UHM’s Customer Service Department spoke with Ms. Amy
  ********* on December 11, 2023 regarding her account. Ms. ********* also worked
  with  UHM’s Payment Assistance team to successfully registered with the
  new online portal to bring the account current. UHM’s Customer Support Manager
  called Ms. ********* and left a voicemail to ask whether there is anything else
  we can do to improve her experience but has not received a call back. Ms.
  ********* is encouraged to email ******************** or call ************ with any additional questions.

• Initial Complaint

  Date:11/09/2023

  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.

  The company had the incorrect parcel number for taxes so all of the money we were paying for county taxes was not going toward our property to the county. We found this out after receiving statements from the county and them threatening us. This part has been fixed. However, now our house payment has went up by over 100.00 a month because of this issue. Our house payment was 1,295 and now it’s over 1,400.00. We called and they told us we have been paying the wrong house payment all along since the beginning when we bought the house . This is not our fault that the original contract we signed had incorrect information. I do not believe we agreed or signed for this new house payment . We would like our house payment to be lowered back to the 1,295.00.

  Business Response

  Date: 11/14/2023

  Ms. ******* ******** originated a mortgage loan with Union
  Home Mortgage Corp. (UHM) on October 22, 2021. The subject property was split
  into separate parcels, however an updated tax amount had not yet been
  determined by the county prior to loan closing. As such, UHM used the parent
  parcel tax amount on county record to calculate the loan’s escrow account. This
  totaled $3672.96 annually. In the meantime, Ms. ******** was granted a reprieve
  until the county completed an updated tax assessment reflecting the split
  parcels. Once the taxes were reassessed, the county updated the annual tax
  amount to $4,283.44. In addition to this tax increase, Ms. ********’s
  insurance carrier increased the homeowners insurance policy from $2096.02 to
  $2,550.08 annually.  Both the tax increase and homeowners insurance
  increase resulted in a difference of $1,064.54 and an increase in Ms.
  U*******’s monthly mortgage payments. Ms. ******** has the option to spread the
  increase over the span of 24 months to reduce the financial burden of this
  increase. If Ms. ******** chooses to pursue this option or has any additional
  questions, she is encouraged to contact UHM’s Escrow Tax Support Specialist,
  Michael C***** at ************. 

  Customer Answer

  Date: 11/19/2023

  I called the number provided but haven’t received a call back. We would like to spread the funds over 24 months to help lower the payment if this doesn’t affect the loan terms in any way. 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 11/22/2023

  UHM’s Escrow Tax Support Specialist, Michael C***** got in
  contact with Ms. ******** on November 22, 2023 to discuss spreading the escrow
  shortage over 24 months. UHM’s Escrow Analysis Department has been notified and
  Ms. ********’s updated payment will be effective starting February 2024. UHM
  encourages Ms. ******** to continue working with UHM’s Servicing Department for
  future questions or concerns. Thank you.

• Initial Complaint

  Date:11/08/2023

  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.

  It has been a complete nightmare. I have been deceived by the loan officer RC M**** and team lead Audrey Z******* at union home mortgage. They have lied to me by misrepresenting information, lying to me in several occasions regarding the loan the process what is needed and the risks. I believe this is a big problem because they are in the housing market making loans and giving false information. I have paid thousands of dollars in interest and rate lock extensions for months and they still cant tell me what happening with my mortgage. Not only that but I have spend hundreds of thousands of dollars on my home. that is on my Lot that I paid for, I paid for electric , water and gas services to be installed and now they don't know if I will be able to get the loan. I am at risk of losing my homestead and my investment. I dont know what to do I am desperate. They should not be allowed to do business. It is a problem to the housing market.

  Business Response

  Date: 11/14/2023

  Ms. ******** ***** applied for a
  construction to permanent loan with Union Home Mortgage Corp. (UHM) on July 31,
  2023. During initial underwriting, Ms. ***** was approved by UHM for a
  Conventional Freddie Mac loan product and qualified for a Freddie Mac recertification
  waiver. The property’s construction phase had an estimated completion date of
  April 29, 2023, however the builder required more time than expected and the
  final draw was not completed until August 31, 2023. This delay caused Ms.
  *****’s original financial documents to expire, and she no longer qualified
  under Freddie Mac’s guidelines for the recertification waiver at closing. This
  means that Ms. ***** was required to resubmit her financial documents in order
  to requalify for the loan. The recent tax documents submitted to UHM by Ms.
  ***** contained updated information, and UHM’s Underwriting Department
  determined that the loan no longer qualified under Freddie Mac’s guidelines. As
  UHM is now unable to sell the Note to Freddie Mac, UHM will be retaining and
  servicing the loan. Audrey Z*******, UHM’s Construction Loan Team Leader, has
  been in frequent contact with Ms. ***** throughout this process. UHM hopes this
  explanation has provided clarity and encourages Ms. ***** to contact. Z*******
  at ************ with any additional questions. 

• Initial Complaint

  Date:08/29/2023

  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.

  Home insurance bills being payed too early (before the home owner has a chance to shop around for a better price). This has now happened twice in the past two years. Union Home seems to auto pay any home insurance bill that is sent to them. Each year, the home insurance company auto sends a bill and each year Union Home auto pays that bill. This is a huge issue for the home owner because the home insurance company has been increasing the price of the insurance by 300%. i.e. A bill for $7000 is sent to Union Home and it is due in 60 days. Union home auto pays it right away. The same bill is sent to the home owner and the home owner realizes they paid $2500 for the same coverage last year. The home owner (not knowing the bill was already paid by union home) shops around and finds a better price $2800. The new insurance company also sends Union home a bill and union home auto pays that second bill. The home owner finds out Union home paid both bills and needs to ask the first insurance company for a refund. The refund process takes 60 days. By the time the home owner receives the refund for the $7000, Union Home has already run their escrow analysis and this changes (increases significantly) the home owners monthly payment for the next year. When you call Union home for an explanation on how to handle the escrow shortage, you get different responses depending on who you talk to. Some of the representatives say you can pay the shortage using the refund and send Union Home and email to ask for a "off cycle" escrow analysis anytime. But, some representatives say "off cycle" escrow analysis can not be run anytime. Meanwhile, the home owner is left stuck in a very manual process wondering how this got so complicated. If this happened once, ok. But, it happened twice in a row. A better less manual process is needed by Union Home. It's absolutely ridiculous that the home owner has to keep the refund and pay the increased monthly payment with the refund each month/year.

  Business Response

  Date: 08/31/2023

  Mr. ****** ****** originated a mortgage loan with Union Home
  Mortgage Corp. (UHM) on September 30, 2020. At the time of closing, the
  homeowner insurance policy was paid for $1,957 to cover the following term:
  September 30, 2020 through September 30, 2021. Insurance companies are able to
  bill lenders up to 60 days prior to the term’s due date. UHM’s policy is to pay
  insurance invoices as they are received and not to withhold funds. For 2021 and
  2022, the insurance payment was disbursed by UHM on August 24th.
  
  Mr. ****** then changed insurance companies, and UHM
  submitted an additional payment for the new policy on August 29, 2022. When
  double payments occur, the insurance company usually refunds the borrower
  directly instead of the lender. To avoid an escrow shortage and a monthly
  payment increase, the refund check should be deposited directly back into the
  escrow account. As of September 28, 2022, when the annual escrow analysis was
  performed, an insurance refund check had not been deposited to Mr. ******’s
  escrow account. The analysis showed a shortage and payment increase in
  response.
  
  On August 14, 2023, an insurance payment was disbursed by
  UHM to cover the 2023-2024 term. Mr. ****** then changed insurance companies
  again, and UHM paid the new policy on August 21, 2023.  On August 29, 2023
  Mr. ****** spoke with a UHM Customer Care Representative who explained the
  insurance refund process and advised Mr. ****** to deposit the refund check
  into his escrow account. The Representative also provided instructions to
  request an “out of cycle escrow analysis” and gave Mr. ****** her direct
  contact information for future questions.  The next annual escrow analysis
  is scheduled for late September 2023; however, Mr. ****** can request an “out
  of cycle escrow analysis” at any time by submitting a written request. Should
  Mr. ****** have any other questions, please contact UHM’s Loan Servicing
  Oversight Manager, Monique M*******, at 440-214-7629 ext. ****.  

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 have my mortgage with Union Home Mortgage, they didn't pay the full real-estate taxes for my property. Now, Roanoke County had to issue a supplemental tax bill for the unpaid amount, but Union Home Mortgage advised me there policy is not to pay supplemental tax bills. Roanoke County stated the Mortgage company only paid for the land assessed taxes and not the home. Union home Mortgage had the wrong information for my real estate taxes and needs to finish paying my taxes from my escrow account. I currently have 2,990 in my escrow account to pay these taxes. I am not responsible for paying my real estate when I pay into my escrow account. The company keep putting me off to handle this. A copy of the bill was uploaded to there system. This bill was not an add on tax, it was for unpaid taxes by union home mortgage.

  Business Response

  Date: 06/12/2023

  By way of background, Mr.
  ****** ***y closed a mortgage loan with Union Home Mortgage Corp. (UHM) on
  January 6, 2023. For his May 2023 installment* *** **** received a bill from the tax authority showing $1,159.11. The tax authority, however, sent
  UHM a bill for only $307.40. Upon receipt, UHM paid this $307.40 amount from *** ****’s escrow account on May 12, 2023.  UHM’s Escrow Supervisor spoke
  to *** **** via phone call on June 6, 2023 and, upon further review, agreed to
  process the outstanding amount due. This was paid from *** ****** escrow
  account to the tax authority via express mail on June 7, 2023. UHM apologizes
  for any inconvenience this has caused and considers this complaint closed. Mr.
  Seay is encouraged to contact UHM’s Escrow Supervisor, ******* ******** ** ************ with any further questions. 

  Customer Answer

  Date: 06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ***y
  
  
  
  
  

• Initial Complaint

  Date:04/25/2023

  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.

  This year AmeriFirst Home Mortgage sold my home loan to Union Home Mortgage Corp. I set Union Home Mortgage in my online banking for monthly payments, as I did with Amerifirst the past 4 years. Apparently Union Home Mortgage electronic banking technology is not established to accept electronic payments from a bank. In lieu of this electronic transfer being processed, my bank had to issue a physical paper check. This was sent out on April 3, 2023. To date (April 25th) Union has yet to receive and process this paper check. I have been provided THREE different phone numbers to talk with associates from Union Home Mortgage. The voice message for this business neglects to even reference what business name the numbers are associated with which is very suspicious. One associate told me it's not uncommon for THREE weeks to pass before receiving a paper check. I have spent hours on hold, talking with people that redirect me, and no one has been able to help me facilitate or explain how a financial institution is unable to accept electronic payments. I was told someone would call me back yesterday and still no reply. I have a mortgage check lost in snail mail and no resolve. This is unacceptable and unprofessional business practices. As soon as I have the time to move my mortgage to a professional financial institution I will. These inconsistent and antiquated protocols leave me with zero confidence in their ability to manage my account.

  Business Response

  Date: 05/02/2023

  By way of background, Ms. ******* ********* originated a
  mortgage loan with Amerifirst Home Mortgage in April 2020. The servicing rights
  of Ms. *********** loan transferred to Union Home Mortgage Corp. (UHM) on March
  1, 2023. Ms. ********* states in her original Better Business Bureau
  correspondence that her bank issued a paper check for April’s installment and
  mailed it to UHM. Due to tracking limitations and potential delays, UHM does not
  recommend this payment method as banks leverage third-party companies to
  process borrower payments. Ms. ********* called UHM’s Customer Care Center on
  six occasions (March 21, April 17, April 18, April 24, April 26, and April 27
  of 2023) and was advised on the disadvantages of using a third-party bill pay
  system. Ms. ********* was also recommended other, more reliable payment methods
  such as Automated Clearinghouse (ACH), payment via telephone, and payment via
  UHM’s online payment portal. UHM received the check on April 27, 2023 and the
  payment was applied to Ms. *********** account on the same day. On April 27th,
  Ms. ********* also submitted a payment via telephone. This second payment has
  been applied to May’s installment. If Ms. ********* would like the May payment
  returned, she may request a refund with UHM’s Customer Care Center at
  ************* If Ms. ********* is satisfied with paying May’s installment
  in advance, no further action is needed. UHM considers this complaint closed
  and encourages Ms. ********* to contact UHM Customer Care for further questions
  or assistance.

• Initial Complaint

  Date:03/28/2023

  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 June of 2022, I contacted my mortgage company over an error in paying an insurance premium from my escrow to an insurance company that has no affiliation to my name, address, or account number. They also paid the premium to renew my existing insurance policy. I have spoken to multiple people on multiple occasions since this time and the matter has YET to be resolved. I am being told that they are trying to recover the $3600+ from incorrect insurance company and they will then submit the refund back to my escrow. I have pointed out that this was NEVER an authorized transaction that UNION HOME MORTGAGE made out of my account and it should not be MY loss. They have verbalized that it was an “error on their part” on more than one occasion. I am at a total loss as far as understanding why the mortgage company cannot refund my account and deal with THEIR mishap to recover these funds. From what I have learned with real estate laws, the funds should have been returned within 30 days of my contacting them. We are approaching 12 months of them trying to figure out how to get funds returned that were mistakenly taken from MY escrow. Starting in 3/2023, they have increased my monthly payment saying I am negative in my escrow account and crediting my account as “partial mortgage payment” since I am NOT paying the additional amount. I have added the “notes” which are messy and also my account where they DID initially refund the fund then paid them back out AGAIN.

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  
  Better Business
  Bureau
  Serving Greater
  Cleveland
  200 Treeworth
  Blvd.
  Broadview Hts.,
  OH 44147
  
  Re:      Case number: ********
  
  To Whom
  It May Concern:  
  
  We have received your correspondence pertaining
  to Case Number ********. We
  understand the borrower’s concerns and take this matter seriously. We have
  conducted a thorough review of the circumstances cited in this case.
  
  Based on the
  information the borrower provided, we have reviewed their account and have
  resolved their concern.  While we are
  unable to provide personal financial information, we would like to share the
  steps taken to resolve the borrower's issue. Here is a summary of our response
  and any new information (if applicable): 
  
  The insurance refund has been submitted for approval and will take 3 to 5 days to process.
  An escrow analysis will be performed once the funds have be applied to the borrowers’ escrow account.
  We will continue to monitor the borrowers account until the refund has been applied.
  
  Our review of the loan
  determined that a servicing error occurred related to making a payment to
  Orchid Insurance Company.
  The borrower has a right to receive a copy of the documentation we relied upon
  to reach this conclusion. This documentation will be provided to the borrower under
  a separate cover.
  
  Should you require additional
  assistance, or wish to dispute the outcome of our review, please contact us in
  writing at Union
  Home Mortgage Corp., PO Box 77423, Ewing, New Jersey
  08628.
  
  Should you
  have any questions regarding this matter, please contact me at 866-677-8807.
  
  Sincerely,
  ***** ** ******
  Executive Resolution Specialist

• Initial Complaint

  Date:02/18/2023

  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 am the surviving widow of **** ***** original borrower on housing loan through Union Home Mortgage. **** passed in March of 2022. Several attempts and documents have been sent to UHM by me in order to gain access to the account to be able to make mortgage payments. They claim to have lost documents or mailed documents that never arrived until they forced the property into foreclosure. While still in process of another appeal to gain access to the account, the mortgage company continued with court proceedings, without proper service of trial documents in order to receive final judgement for foreclosure, pending an auction date. Repeatedly given false amounts owed on the account and then told by next employee that those aren't accurate and that I'd need to call their attorneys to reinstate loan without offering information on how to gain control of said loan. Case #************, ****** County Circuit Court.

  Business Response

  Date: 03/03/2023

  March 3,
  2023
  
  
  BBB
  200 Treeworth
  Blvd.
  Broadview Hts.,
  OH 44147
  
  Re:      Case
  number: ******
  
  To Whom
  It May Concern:  
  
  We have received your correspondence dated (undated), pertaining
  to Case Number ******.
  We understand the Successor in Interest’s (SII’s)
  concerns and take this matter seriously. We have conducted a thorough review
  of the circumstances cited in this case.
  
  Based on the
  information provided, we have reviewed the account and have resolved their
  concerns. We confirmed the investor, the Federal Home Loan Mortgage
  Corporation (“******* ***”), does not allow assumption. The loan would need
  to be refinanced or be modified. We regret any inconvenience the SII
  experienced during calls regarding assumption.
  
  Our
  review of the loan determined that a servicing error occurred related to
  inquiries regarding assumption. You have a have a right to right to receive a
  copy of the documentation we relied upon to reach this conclusion. This
  documentation has been enclosed for your convenience.
  
  Should you
  require additional assistance, or wish to dispute the outcome of our review,
  please contact us in writing at **** ** *** ****** ****** *** ****** ******
  
  Should you
  have any questions regarding this matter, please contact me at *************
  
  Sincerely,
  ****** ** ******
  ****** ** ******
  Executive
  Resolution Specialist Sr.