ComplaintsforUnion Home Mortgage Corp.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 01/25/2024, I reeved an email from, Olivia *******, Customer Support Specialist from Union Home Morgage, indicating that a refund check was returned since it was undeliverable to an address in their file. On the same date, I responded back to Olivia confirming the address and requested to re-mail the refund check. They had the correct address on file. Since then, I have sent two emails directly to Olivia ******* requesting an update on the refund check and in addition I have attempted to reach someone at the Union Home Mortgage Mutiple times and have been unsuccessful. It appears that, Union Home Mortgage have designed a system where they are not interested in supporting any customers. They have designed their call system to discourage and not support any customers seeking assistance. Their call system put you on a hold and eventually they automatically disconnect your call. In addition, they instruct you to leave a number and they will return your call with next available customer service agent. But NO ONE returns your calls. Also, as previously stated, their customer support does not respond back to your emails. As of 2/26/24, I still have not received my refund check or anyone from Union Home Mortgage contacted me with the status of my refund check. I can surely state that if I have not mailed any dollar amount that are DUE to Union Home Mortgage for a month, I would probably receive a call from a collection agency. However, as of 02/26/24, Union Home Morgage is in possession of money that does not belong to Union Home Mortgage. I am requesting that BBB instruct Union Home Mortgage to send the refund check to the rightful owner ASAP.

  Business response

  03/01/2024

  The following information is in response to Mr. **** ****’s Better Business Bureau complaint submitted to Union Home Mortgage Corp. (UHM) on February 26, 2024. Mr. ****** mortgage loan paid off on August 25, 2023. On November 21, 2023, UHM received a private mortgage insurance refund of $48.80 from **** Mortgage Insurance Company and issued a check to Mr. **** the same day. The check was labeled “undeliverable” and was returned to UHM on January 25, 2024. That day, a UHM Customer Service representative called Mr. ****, confirmed that the address used to mail the refund was correct, and reissued the check. A few weeks later, Mr. **** had still not received the check and began contacting UHM’s Customer Service Department. UHM recently upgraded their servicing software which caused higher than normal call volumes and delayed response times. On February 28, 2024, UHM’s Loan Servicing Oversight Manager spoke with Mr. ****, apologized for the communication delays, and advised that UHM would send the refund check via FedEx overnight. This was completed on February 29, 2024. UHM again apologizes for the delays and inconvenience this has caused and encourages Mr. **** to continue working with the Oversight Manager at ************ **** **** with any additional questions or concerns. 

  Customer response

  03/01/2024

  [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:
  
  After, my initial complaint with BBB, I have received a call from the Union Home Mortgage representative and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ****
  
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am lodging a formal complaint against Union Mortgage for their mishandling of my loan application for a lot and manufactured home initiated in November 2023. The abrupt termination of my Loan Officer in late January left me in disarray, exacerbated by Union Mortgage's lack of communication and delays in assigning a new contact, Mr. Lance ******. Despite paying $835 for an appraisal, the process was marred by incompetence, as evidenced by the inaccurate appraisal report provided. The incompetence displayed during the appraisal process further exacerbated my frustration. The initial appraiser appointed by Union Mortgage proved incapable of completing the appraisal due to a failure to find comparables. Subsequently, another appraiser was appointed, whose appraisal was riddled with inaccuracies and blatant errors. The description of the house, its size, structural details, and even the attached pictures of comparables were grossly misrepresented. Furthermore, crucial information such as the original builder invoice and the year of the house were overlooked, resulting in a valuation significantly below market value. To compound matters, Union Mortgage has now informed me that if I desire a different appraisal, I would need to pay for it again. This demand is unjustifiable given the multitude of errors and discrepancies present in the current appraisal. It is clear that Union Mortgage's actions have not only caused undue stress and inconvenience but have also jeopardized my ability to secure a fair and accurate valuation for the property. Crucial details were overlooked, and Union Mortgage's demand for additional payment for a new appraisal is unreasonable. I demand immediate resolution and fair treatment. Anything less would be unacceptable. I urge this company to take this complaint seriously and prioritize addressing the issues raised. I expect a prompt response to this complaint and a commitment to resolving these issues in a timely and satisfactory manner.

  Business response

  02/16/2024

  By way of background, *** ***** ******** submitted a mortgage loan application with Union Home Mortgage Corp. (UHM) on January 8, 2024. On February 5, 2024, an appraisal was completed. After further review by UHM’s HVCC Department, material deficiencies were identified that the appraiser was unable or unwilling to resolve. UHM then ordered a second appraisal on February 15, 2024 with an expected completion date of February 21, 2024. The second appraisal will be completed at the expense of UHM. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec 6, 2023, at the request of my lender, Union Home Mortgage, Morgan C******, Loan Office, my son paid 550.00 for an appraisal needed to complete processing of my loan application. Approximately 3 days later, due to excess closing costs, lack of transparency, and other issues, I cancelled my loan application. and notified lender, via e mail, to either refund the cost of appraisal or furnish me a copy. It is specifically outlined in lender's "Uniform Residential Loan Application", Page 8, para 2, "We will promptly give you a copy of any appraisal even if your loan does not close". My first e mail request was on 1/11/23, with no response. My second request was on 1/23/23. As of yet, I have not received a response, copy of appraisal or refund. The two loan officers I worked with were Morgan C****** and Flint T*******.

  Business response

  02/06/2024

  This response is regarding the Union Home Mortgage Corp. (UHM) complaint submitted by Ms. ********* ****** to the Better Business Bureau on January 31, 2024. By way of background, Ms. ****** submitted a mortgage loan application with UHM on December 28, 2023. UHM collected an appraisal fee of $550.00 on January 8, 2024. The file was withdrawn on January 19th before the appraisal was completed, therefore, UHM could not provide a copy of the appraisal pursuant to the Equal Credit Opportunity Act. A refund of $425.00 was processed on January 23rd, two business days later. Due to human error, the remaining amount of $125.00 was not refunded to Ms. ****** until February 1st. UHM apologizes for the inconvenience and hopes this response has provided additional clarity surrounding the issue. 

  Customer response

  02/06/2024

  [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,
  
  ********* ******
  
  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with Union Home Mortgage since I purchased my home in 2003, and never ever have I has this many issues with trying to make my payment or being charged late fees' . It's impossible to speak with anyone in that office, my payment for January and December never posted which resulted in late fee's and need to be adjusted. From the reviews not one customer is satisfied with this company right now. I work super hard to get my bills paid on time, I don't need someone who doesn't know what they are doing handling my mortgage. I need a manager of this company to call me immediately.

  Business response

  02/06/2024

  This response is regarding the Union Home Mortgage Corp. (UHM) consumer complaint submitted by Ms. ******** ***** to the Better Business Bureau on January 31, 2024. On December 11, 2023, Ms. ***** submitted a partial payment of $278.00 to UHM. Since this amount was less than the total mortgage payment due, the funds filtered into a suspense account until enough funds were submitted to equal a full mortgage payment. On December 15th, Ms. ***** submitted a second partial payment of $297.46 which was reversed due to inaccurate bank account information provided to UHM.  Since UHM’s Servicing software could not locate the bank account to withdraw the payment, Ms. ***** missed the December 15th payment deadline. A late charge was assessed, and a payment reminder letter was sent on December 18th. On December 26th, Ms. ***** made a payment of $555.18 which brought the account current and due for January 1st, 2024. On January 3rd, Ms. ***** submitted a partial payment of $274 which filtered to a suspense account until enough funds were submitted to equal a full mortgage payment. On January 22nd, Ms. ***** submitted the remaining $272.62 of her January mortgage payment bringing the account current. She spoke with a UHM Servicing Manager on January 31st to talk through the payment process. The Manager also waived the late charges as a courtesy and collected a payment of $272.62 from Ms. *****. These funds were applied to the suspense account until enough funds are submitted to equal a full February mortgage payment.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to get them on the phone to make my mortgage payment. I do bi monthly payments which per company you have to call in to make. I have left callback number several times with no return call. They are so brazen even their message says they will hang up on you if you choose to wait vs your call back number. They hold my loan so I have no choice but to deal with this frustration twice a month.

  Business response

  02/06/2024

  This response is regarding the Union Home Mortgage Corp. (UHM) complaint submitted by Mr. ******* ***** to the Better Business Bureau on January 30, 2024. UHM is currently experiencing unusually high call volumes due to its recent Servicing platform conversion. We apologize for the inconvenience this has caused. UHM’s Servicing software does not currently have the capability to accept online mortgage payments that are less than the full monthly amount due. A UHM Customer Service Representative was in contact with Mr. ***** on January 31, 2024 to process the partial payment. That same day, UHM’s Customer Support Manager also emailed Mr. ***** to discuss any remaining questions or concerns. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It would seem like there is no one that works in the customer service department. The initial estimate when you push the option for customer service rep gives you and estimated wait time ranging between 2 and 15 minutes, depending when you call in. I wait on the line for someone to answer and it times out after about 15 minutes and drops you into leaving a voicemail. I've left a few voicemails throughout the day and haven't heard back.

  Business response

  01/30/2024

  Union Home Mortgage Corp. (UHM) is in the process of investigating this consumer complaint. We will follow up with a formal response once our investigation is complete.

  Customer response

  01/31/2024

  [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.

   

  Union Home Mortgage does need to make improvements to their phone system so that other customers do not have a similar experience to what I did. Call back functions need to actually give you a call back and the system needs to allow you to wait on hold until you are able to speak with a customer service representative. I don’t want to leave a voicemail, it never gets returned 
  
  Regards,
  
  **** *********
  
  

  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Between 1/12/24 and today, 1/18/24 I have called UHM 14 times. Every time I am forced to leave a message or hang up. I’ve left 7 messages (most of which were on the 12th and 13th of the month). I have received 0 calls back. That is absurd. I have also left a message in the message center on the app that has yet to get any response. The reason I’m attempting to call UHM is to figure out why they aren’t paying my home insurance out of escrow like they have up until this point. I received a letter from my insurance stating that the insurance has not been paid and it’s already past due. On top of that the insurance company has also tried to get in contact with UHM to no avail. They are threatening to drop my policy and I literally can not get a hold of anyone to discuss the issue. This is an inane situation that should not have to be so difficult. What’s the point of having a call center that gives you an estimated wait time of 15 minutes if the call then forces you to hang up or leave a message after just 10 minutes? On one call I was told I had an estimated wait of 4 minutes and then after 14 minutes of waiting I was given the “No one is available to take your call. Please leave a message after the tone or call back later” message. My take away from that is the time you can be on hold before receiving the “No one is available” message is random and completely decided by the whims of the call center operators. Meaning that actually getting through to someone in the call center is more or less like a lottery system. This level of customer service is not acceptable for a company that supposedly as reputable as UHM.

  Business response

  01/25/2024

  This response is regarding Mr. **** ******** consumer complaint submitted to the Better Business Bureau on January 18, 2024. By way of background, Mr. ****** closed a mortgage loan with Union Home Mortgage Corp. (UHM) on June 27, 2023. His insurance policy with ******** Insurance was paid at closing. In July 2023, UHM received notice from ******** that Mr. ******** policy would be cancelled as of August 23, 2023 due to underwriting issues. UHM had not received a replacement policy and began reaching out to Mr. ****** on September 6, 2023. Mr. ****** advised UHM’s Servicing Department that he was working to obtain a new policy. UHM followed up via email on October 11, 2023 and was told that ******* Insurance would be the new policy carrier. UHM contacted the ******* Insurance agent and discovered that the delay was due to a discrepancy on the mortgagee clause: ******* Insurance had the incorrect UHM address listed. UHM Servicing confirmed the mortgagee clause corrections and paid the policy on October 12, 2023. UHM Servicing emailed a notification to Mr. ****** that same day. On January 12, 2024, UHM received a cancellation notice from ******* Insurance effective November 28, 2023. That same day, UHM received a new policy from **** ****** effective December 15, 2023. UHM mailed the insurance Payment to **** ****** on January 18, 2024 who confirmed receipt the following day.
  
  UHM is currently experiencing unusually high call volumes due to our recent Servicing platform conversion. We apologize for the delays and inconvenience Mr. ****** has experienced. UHM’s Insurance Team Lead, Laura ****, spoke with Mr. ****** on January 24, 2024 to discuss the matter and encourage him to replenish the escrow account with the prior policies’ refund checks in order to prevent an escrow shortage. We encourage Mr. ****** to continue working with UHM’s Insurance Team Lead, Laura ****, at ************ **** **** for any additional questions.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November of 2023 I was informed that I missed a payment for my mortgage. I thought I resolved the situation when I sent two payments (double payment) that month. I received a notice in December that the payment issue had not been resolved. I phoned in December and spoke eventually to a customer service representative. After talking I thought the issue was resolved. I received another notice in later December/early January. I spoke to another representative in January regarding the same issue. Since then the issue has not been resolved according to my online Union Home Mortgage account. I have attempted to call numerous times to speak to a representative to alleviate the issue once and for all. I have left messages. When I am on hold they end the call on their end and state "no one is there to answer my call."" Union Home Mortgage has the money, it is simply mislabeled. No one will take my call or call me back.

  Business response

  01/24/2024

  This response is regarding Mr. ******* *******’s consumer complaint submitted to the Better Business Bureau on January 17, 2024. On November 13, 2023, UHM received a check for $2,600 from Mr. *******. At the time, Mr. ******* was due for his October and November mortgage payment. UHM’s third party lockbox vendor, ********, allocated the funds to Mr. *******’s October payment and the remaining funds to principal curtailment. UHM is working with our vendor to refine our controls and ensure this type of issue does not reoccur in the future. On January 9, 2024, Mr. ******* called UHM’s Customer Service Department to report the issue, and the Department reallocated the funds in UHM’s Servicing System. Due to a system error, the correction was delayed until January 23, 2024 when the funds were properly allocated. A Customer Care Representative called Mr. ******* that same day to notify him and left a voicemail. Mr. ******* is now paid current, and all late fees assessed as a result of the error were waived. A credit bureau correction is being processed on January 24, 2024, but may not be visible on credit tracking websites for up to 30 days. UHM apologizes for the inconvenience and encourages Mr. ******* to work with Customer Care Team Lead, Ryan S****, at ************ **** **** with any additional questions or concerns.

  Customer response

  01/24/2024

  [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,
  
  ******* *******
  
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 6 months in time and numerous pre authorization, payed inspections and payment of title search we were denied. We informed our current landlord we are moving and we were constantly reassured and payed of numerous credit card payment per request .

  Business response

  01/17/2024

  By way of background, Ms. ****** ***** and Mr. ***** ***** submitted a loan application with Union Home Mortgage Corp. (UHM) on November 27, 2023. Upon initial review of the applicants’ tax returns, a prequalification was issued by the Loan Officer. As the file progressed to UHM’s Underwriting Department, the applicants’ bank statements were reviewed and revealed multiple transactions with a negative balance. The applicants’ business viability was in question due to cash flow, so the Underwriting Department requested a Profit and Loss Statement. The Statement revealed a 20% decline in income year over year. Additionally, both applicants worked for the same company, but one of the applicants was laid off during the last 12 months. As such, the profile did not meet FHA requirements for stable and predictable income and the file was denied on January 3, 2024. UHM hopes this response further clarifies the situation. Should Ms. ***** have any additional questions or concerns, she is encouraged to contact UHM’s Customer Resolution Manager, Lance W*****, at ************.
  
  

  Customer response

  01/17/2024

  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.
  
  My businesses was no part of buying a home, and it should have never took 6 month . Mr ***** was  primary on the loan and my Credit score was used for  financing. 
  I am not happy with the result

  thank you

   

  
  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  01/22/2024

  UHM is required to abide by agency regulations when originating mortgage loans. FHA requires UHM to evaluate applicants’ credit, income, and assets in order to qualify them for the loan. Business income is included. Evaluating business income ensures that the company is solvent enough for the applicants to sustain mortgage loan payments, so FHA requires lenders to review three months of bank statements. Each of the three bank statements provided by Ms. *****s and Mr. ***** to UHM listed a negative balance. The Profit and Loss Statement and tax returns revealed a 20% decline in company income year over year. Since FHA does not accept loans with a debt to income ratio (DTI) exceeding 50%, and Ms. *****s and Mr. ***** exceeded this threshold at 56% DTI, they were ineligible.
  
  Ms. *****s and Mr. ***** were qualified equally as primary applicants. While the loan file was started in June 2023, the applicants did not find their desired property and sign a sales contract until mid-November. The Profit and Loss Statement was provided to UHM on December 13th, income documents were provided on December 18th, and additional comments were needed from a certified public accountant (CPA). The file was then submitted for underwriting review on December 28th and a denial statement was issued on January 3, 2024. Should Ms. ***** have any additional questions or concerns, she is encouraged to contact UHM’s Customer Resolution Manager, Lance W*****, at ************.

  Customer response

  01/29/2024

  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.]
  

  Hello,

  The loan application could not have been submitted on 11/27/23, as evidenced by the first supporting document being uploaded on 6/26/23. Please see attached documents A & B. Also in question is the viability of the business being relevant; the business was not purchasing the home. There is also another owner of the business who was not involved in the purchase and raised questions about ethics in requesting certain information that they should not have been privy to. I am a w-2 employee and receive social security, which I made clear from the start. Furthermore, I would like to receive a refund for both the home inspection and title search because those things shouldn't have happened prior to approval. There were, however, three pre-approval certificates issued. Please see attachment D for example. Finally, the reason for denial stated was different than the one I received by mail. See attached document C.

  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  02/05/2024

  This is UHM’s third response to Ms. *****’s rebuttal submitted to UHM on January 31, 2024. As stated in UHM’s second response, the loan file was started in June 2023, but the applicants did not find their desired property and sign a sales contract until mid-November. The Profit and Loss Statement was provided to UHM on December 13th, income documents were provided on December 18th, and additional comments were needed from a certified public accountant (CPA). The file was then submitted for underwriting review on December 28th and a denial statement was issued on January 3, 2024. Statements of Denial are completed according to federal regulations.
  UHM is required to abide by agency regulations when originating mortgage loans. FHA requires UHM to evaluate applicants’ credit, income, and assets in order to qualify them for the loan. Ms. *****s and Mr. ***** were qualified equally as primary applicants. Business income is included. Evaluating business income ensures that the company is solvent enough for the applicants to sustain mortgage loan payments, so FHA requires lenders to review three months of bank statements. Each of the three bank statements provided by Ms. *****s and Mr. ***** to UHM listed a negative balance. The Profit and Loss Statement and tax returns revealed a 20% decline in company income year over year. Due to the decline, FHA guidelines do not permit a debt to income ratio (DTI) exceeding 50%. Ms. *****s and Mr. ***** exceeded this threshold at 56% DTI. Therefore the loan was ineligible for FHA financing.
  

*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. ↩