United Security Financial Corp

Complaint: [redacted] I am rejecting this response because:My “proof of payments” DO show the payments were paid less than days including the date and timeI had payments that did not go thru the first time due to their website issues and it was always some various reasons on Lender Live’s end that the payment did NOT process properly thru Lender Live’s website even though I received a confirmation receipt saying it was processed and receivedEach time I processed my payment, it took time to find out the payment did not process properly (because they only accept checks) and was forced to reschedule the payment at a later date over the phone, by that time it is usually over days lateALL I am asking for is Lender Live to correct the payment dates back to the original date of payment and NOT at the rescheduled date I was forced to make due to their system errorsThen report the changes to all credit bureaus It is sad I no longer can use Lender Live’s website because it’s so unreliable, I now have to pay their phone payment fee and call in my paymentWhat kind of company runs a business and website like this? All the company is doing about my complaint is telling me what the system shows currently, which is when my payment date was RESCHEDULED due to their website not working properlyI have never paid my mortgage over days late ever, even when we were with Quicken LoansWe didn’t start having issues until Lender Live took over servicing for United Security Financial CorpWe have also filed complaints with the Texas Dept Savings and Mortgage Lending and the VA administrationI have been trying to resolve this for months and I am tired of re-sending the same information with no action taken I am attaching all my proofs of payments and the original DETAILED letter I wrote months ago regarding all the mistakes I have had with their website and the lies that have been told to me by their employeesI hold United Security Financial Corp responsible as well for not hiring a servicing company that is capable of having a working website I should not have to find out the hard way, Lender Live’s website is unreliableAlso, if I did half of the things Lender Live’s employees did, I would be without a job (especially lying to customers and ignoring letters and emails)At my company, the top of that list is “Customers determine our success” Lender Live obviously has zero regards for the customer (at least on the side of those making the payments) to be so incomplete in evaluating the details of our claimsIt shouldn’t have taken a letter from our Lawyer to get our first response from Lender Live Again all I am asking is to backdate my payments to the CORRECT original payment date shown on my attached proof of payments and report to all credit bureausI am not even asking for the fees to be reversed, even though the rescheduling of payments was not my fault Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: they take no responsibility for anything in this matterand only say that I am not honest re refundWhich is a lieI again don't want any other people to go thru a loan with this guys as they are dishonest and completely incompetent Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It is not completely accurate but it will suffice Sincerely, [redacted]

Thank you for your support in this issueFortunately the issue has been resolved to my satisfaction.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI feel as if the company definitely let us fall through the cracksWe did have an issue with no communication regarding new servicing, payments changing, etcOur main issue was no returned phone calls, lack of communication is a huge problemI am disappointed that it literally took filing a complaint with the Revdex.com just to get a phone callThat was our first follow through communication, it was an email from the management saying we had filled a complaint and someone would be calling soon(Which they finally did.) we do not recommend this company to anyoneWe have started the process and will be changing loan companies to someone local we can trust very soon.
Sincerely,
*** ***

The complainant fails to identify a single issue that can be addressed. USF disputes all of the general allegations and affirmatively states the complainant filed a separate complaint with another regulatory agency which was addressed in that forum. At that time the only item
remaining had been a claim from the borrower that her loan officer had promised her a refund of her appraisal fee. The loan officer, who is no longer with the company, denied making such a promise. There was no evidence supporting the claim. Notwithstanding the lack of evidence, USF refunded the borrower's appraisal fee. It appears this complaint was filed after that check had been sent

I spoke with the client, and helped him to discover that the the shortage in his payment was due to an error by his bankThe draft he requested from his bank was approximaely $higher than the amount the bank issued for his paymentHe is contacting his bank to have them send the correct
payment amountThere was no increase in his insurance payment

Customer complains
that, on several occasions, she attempted
to make mortgage payments through LenderLive Network, Inc’s website(LenderLive
is United Security Financial’s contracted mortgage loan servicer.) Customer maintains
that her payments were “scheduled” sufficiently early to avoid being over
thirty days late on her mortgage installment payments, but the payments were nevertheless processed late, causing them to be posted past thirty days late.
The first of these payments was the payment for May of
Customer contends that she scheduled a payment on May 31st, but that
it was simply not processed by LenderLiveShe apparently called in to
reschedule the payment and was able, eventually, to get it processed, but the
payment was late because of LenderLive’s failure to process the initial payment
attempt
We asked LenderLive to research the May payment, and
LenderLive explained that the payment request was not made until after 3:
p.mon a Friday, which caused the payment to be posted the following Monday
because funds processed after 3:p.mare posted to the next business day
Furthermore, there were insufficient funds in Customer’s account for the May
payment, so she was required to attempt payment againUltimately, LenderLive
received no valid funds for the May payment until June 19thCustomer’s
May payment was therefore well beyond thirty days late
The second payment Customer complains about is the June
paymentShe contends that she made payment on June 30th, but
LenderLive’s records show that the payment was not made until July 1st
Therefore, the June payment was thirty days late
The third payment in question is the September paymentCustomer
claims that she made payment on September 25th, but LenderLive’s
records show that, although an attempt was made to pay on September 25th,
there were again insufficient funds in Customer’s accountValid payment was not
made until October 2ndThe September payment was therefore over
thirty days late
A copy of Customer’s pay history with LenderLive is attached
LenderLive has sent Customer a letter which provides a detailed explanation concerning
the payments at issueBased on the pay history and LenderLive’s letter to the Customer, United Security
Financial is convinced that Customer’s claims do not match the facts, and that
the three payments at issue were all at least thirty days lateConsequently, United
Security Financial Corp and LenderLive must decline to grant the relief which Customer
has requested

Complaint: [redacted]
I am rejecting this response because:My “proof of payments” DO show the
payments were paid less than 30 days including the date and time. I had 4
payments that did not go thru the first time due to their website issues and it
was always some various reasons on Lender Live’s end that the payment did NOT process
properly thru Lender Live’s website even though I received a confirmation
receipt saying it was processed and received. Each time I processed my payment,
it took time to find out the payment did not process properly (because they
only accept checks) and was forced to reschedule the payment at a later date
over the phone, by that time it is usually over 30 days late. ALL I am asking
for is Lender Live to correct the payment dates back to the original date of
payment and NOT at the rescheduled date I was forced to make due to their
system errors. Then report the changes to all 3 credit bureaus.  It is sad I no longer can use Lender Live’s website
because it’s so unreliable, I now have to pay their phone payment fee and call
in my payment. What kind of company runs a business and website like this? All
the company is doing about my complaint is telling me what the system shows
currently, which is when my payment date was RESCHEDULED due to their website
not working properly. I have never paid my mortgage over 30 days late ever,
even when we were with Quicken Loans. We didn’t start having issues until
Lender Live took over servicing for United Security Financial Corp. We have also
filed complaints with the Texas Dept Savings and Mortgage Lending and the VA
administration. I have been trying to resolve this for months and I am tired of
re-sending the same information with no action taken.
                I am
attaching all my proofs of payments and the original DETAILED letter I wrote months
ago regarding all the mistakes I have had with their website and the lies that
have been told to me by their employees. I hold United Security Financial Corp
responsible as well for not hiring a servicing company that is capable of
having a working website.  I should not
have to find out the hard way, Lender Live’s website is unreliable. Also, if I
did half of the things Lender Live’s employees did, I would be without a job
(especially lying to customers and ignoring letters and emails). At my company,
the top of that list is “Customers determine our success” Lender Live obviously
has zero regards for the customer (at least on the side of those making the
payments) to be so incomplete in evaluating the details of our claims. It
shouldn’t have taken a letter from our Lawyer to get our first response from
Lender Live.
 Again all I am asking
is to backdate my payments to the CORRECT original payment date shown on my
attached proof of payments and report to all 3 credit bureaus. I am not even
asking for the fees to be reversed, even though the rescheduling of payments
was not my fault.
Sincerely,
[redacted]

A United Security Financial ("USF") representative contacted the borrowers by telephone today, May 19th, to discuss the borrowers' concerns and investigate why the payment went up. It was established that there is an approximate $400 difference between the monthly property tax amount disclosed on...

the First Payment Letter and the monthly tax amount disclosed on the 1003 Loan Application signed by the borrowers. All loan origination documents were prepared by American Southwest. The higher monthly payment was disclosed on the loan application, but not on the First Payment Letter. We believe that there may be some uncertainty in the correct monthly property tax payment into escrow, because this loan involves new construction and the county has probably not assessed the property since the project was completed. We have promised to research this issue and get back to the borrowers. It is our goal to make sure that the monthly escrow deposit is at an appropriate level so that no excess funds are being unnecessarily held in escrow. We apologize for any delay in responding to the borrowers' concerns. We recently transferred our entire portfolio of over 20,000 loans to a new sub-servicer, so we have had a higher than usual volume of calls. Therefore, this matter could have fallen through the cracks and if that is the case we do regret it. Going forward, this loan will be owned and serviced by Rounpoint, but in the meantime we will do our best to make sure that the escrow deposits are set at an appropriate level.

Complaint: [redacted]
I am rejecting this response because: they take no responsibility for anything in this matter.. and only say  that I am not honest re refund. Which is a lie.. I again don't want any other people to go thru a loan with this guys as they are dishonest and completely incompetent. 
Sincerely,
[redacted]

We have spoken with the customer and the issue has been resolved. The loan is currently being serviced by our sub-servicer. The authorization used, is a valid authorization form, signed by the customer, which may be used to request changes to the mortgagee clause. The miscommunication was that we...

were trying to increase the insurance premium. The customer has stated that the issue is resolved and any miscommunication has been cleared up.

Complaint: [redacted]
I am rejecting this response because:
The issue was not the $400.00. The issue is that United financial is trying to charge. For a home insurance that I already posses. I am waiting for a subsidiary company of United financial called LenderLive to clear these charges. As of April 8 this company had not cleared the issue. I told Lenderlive that. I would call back on Friday, April 9 to verify changes to my account. So this matter is still pending. Thank you for your involvement.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It is not completely accurate but it will suffice.
Sincerely,
[redacted]