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.

  9930 Johnnycake Ridge Rd Ste 2E Mentor, OH 44060-6771

• 

  Union Home Mortgage Corp.

  7575 Fredle Dr Ste 201 Concord Township, OH 44077-9413

• 

  Union Home Mortgage Corp.

  15065 Kinsman Rd Ste 1 Middlefield, OH 44062-9494

• 

  Union Home Mortgage Corp.

  2111 New Rd Ste 103 Northfield, NJ 08225

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:07/18/2025

  Type:Product 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 mortgage person told me I was approved for a FHA loan after reviewing my income and credit history. I was told to proceed with having a inspection and appraisal of the property amounting to over 1,000.00 dollars. At the end of the mortgage process I was told I was not approved and the money I spent was lost with no way to recover the funds. If I were not approved I would not have spent any money appraising and inspecting a property I wasn't able to purchase.

  Business Response

  Date: 07/24/2025

  This response is regarding *** ******* ****** BBB complaint
  which was received by Union Home Mortgage Corp. (UHM) on 7/18/25. UHM has
  escalated this feedback to their Consumer Resolution Manager to review the loan
  file for potential solutions. The Manager was in direct contact with *** **** on July 23, 2025, and will follow up promptly once the review is complete to
  discuss a resolution.

• Initial Complaint

  Date:06/04/2025

  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.

  I had a small mortgage with this company. My escrow account got messed up which caused my house payment to increase by $1500 a month which I cannot afford. They paid an insurance premium on a policy which was cancelled and did mot notify me for months, at which time they sent the increased bill, insisting that I must pay it. When I explained I was unable to do so,yet continued to
  pay my normal monthly payment they refused to apply it towards my loan and charged “late” fees. They then sent a threatening letter saying they would foreclose on my house if I did not pay full amount (even tho I told them I was unable to do so).
  
  I had enough of their processes and paid off the loan in full. Unfortunately my bank send another payment to them AFTER the loan was paid off. They’re refusing to return the erroneous payment , saying it would take 30 days to do so. You and I all know that in this age of electronics a check could be electronically sent immediately. I NEED THESE FUNDS yet they are holding me hostage and, I am sure,using my funds to their purpose rather than doing the right thing and returning the funds immediately

  Business Response

  Date: 06/09/2025

  This response is regarding
  Ms. ******* ******** BBB complaint which was submitted to Union Home Mortgage
  Corp. (UHM) on June 5, 2025.  By way of background, Ms. ******** mortgage
  closed a mortgage refinance with UHM on January 17, 2024 with Frontline
  insurance. When UHM discovered that Ms. ****** had an existing insurance policy
  with ***** Insurance, she cancelled the ********* policy effective February 29,
  2024 but never replenished her escrow account with the ********* policy’s
  refund. That same day, UHM received an insurance bill from ***** for $1,684.98
  and paid it on March 1. On May 28, UHM received a $9,275.76 insurance bill from
  ***** which was paid incrementally on May 29 and July 12. UHM then received
  notice that the ***** policy was cancelled effective July 25. Ms. ****** was
  refunded $8,968.00 but again did not replenish her escrow account. On July 29,
  UHM received a $4,122.00 bill from North Carolina Insurance which they
  paid on July 30.
  
  Since Ms. ****** did not
  replenish her escrow account with the insurance refunds, her account reflected
  a shortage and subsequent payment increased. A new Escrow Analysis was
  generated in January 2025 with a new $2,484.97 monthly payment effective for March.
  UHM attempted to explain the issue via phone call on May 12, 20 and 23, but
  each conversation ended with Ms. ****** either being unwilling to discuss the
  matter further or disconnecting the call.
  
  On March 5 and 31, 2025, Ms.
  ****** submitted partial payments which were insufficient to cover her March
  monthly mortgage payment. As such, she missed the payment deadline and was
  assessed a late fee of $18.63. This led to a rolling delinquency and subsequent
  late fees until her payoff on May 28, 2025. To communicate these updates, UHM
  sent a payment suspense letter on March 11, a 30-day late payment letter on
  April 1, a delinquency letter on April 17, a breach letter on April 26, and
  another delinquency letter on May 17.
  
  UHM has no record of
  receiving an additional payment from Ms. ****** after loan payoff. Once loans
  are paid in full, any attempted payments made via bill pay are rejected by
  UHM’s servicing software and reversed. Since these funds were never received by
  UHM, any refunds would be subject to the bank’s third-party bill pay vendor.
  Ms. ****** does, however, have a $186.24 escrow surplus which will be returned
  to her within 20 business days after payoff pursuant to RESPA §
  1024.34(b). 

• 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.