UWM Loan Customer Service — Professional Guide for Borrowers and Brokers

Overview of UWM customer service model

United Wholesale Mortgage (UWM) operates primarily as a wholesale lender, which means most borrower interactions happen through mortgage brokers and loan officers rather than direct retail storefronts. For borrowers the practical effect is that initial inquiries, document collection, and rate locks are handled by the broker; UWM customer service takes over at underwriting, funding, and servicing coordination. Understanding that division of labor reduces duplicated calls and speeds resolution.

UWM emphasizes rapid underwriting turn-times and automation. As a result, its customer-service workflows are optimized around electronic file transfer, secure portals, and status dashboards. Expect most routine requests (document uploads, status updates, and payoff quotes) to be completed within 24–72 hours once the required materials are in UWM’s system; complex exceptions or manual underwriting issues are commonly resolved in 3–10 business days depending on third‑party vendor timelines (appraisals, title commitments, seller responses).

How to contact and prepare for efficient service

Primary contact paths: use your mortgage broker first for day‑to‑day questions. If escalation to UWM is needed, use the broker portal or UWM’s official site (https://www.uwm.com) to open a secure case. For borrower servicing after closing — payments, escrow questions, payoff statements — verify whether the loan has been retained by UWM or transferred to a loan servicer; transfers are common and the servicer’s contact info will appear on billing statements and on the loan-level servicing notices.

To prepare for any UWM interaction, assemble a standardized packet. This cuts average call time by 40–60% and reduces rework. When calling or submitting a case include: loan number, borrower full name and DOB, last four of SSN, property address, specific question or requested action, and the exact document being submitted (labeled PDF, 300–600 DPI for scans). Keep a chronological log of all contacts (date, agent name, case ID) — that log is critical if you escalate to a supervisor or file a formal complaint.

Document checklist (high-value list)

• Income: two most recent pay stubs, last two years’ W-2s, and most recent year’s tax returns for self-employed (signed Form 1040 + Schedule C) — pdfs preferred.
• Assets: bank statements covering 60 days with account numbers redacted, investment statements for retirement and brokerage accounts, gift letters if applicable (signed, dated, source verification).
• Property: signed purchase contract, preliminary title report or commitment when available, HOA documents (if applicable), and prior appraisal or comparable sales data if contesting value.
• Identity/Legal: government ID (driver’s license or passport), Social Security card or equivalent, divorce decree/child support documents if used for qualifying income.

Typical timelines and fees — what to expect

Loan lifecycle timing: after application submission, most UWM loans reach “initial underwrite” within 24–72 hours when files are complete. Appraisals typically add 7–14 calendar days (can be longer in low-liquidity markets). Conditional approvals often contain 3–10 specific conditions; satisfying those conditions and receiving “Clear to Close” commonly requires an extra 3–7 days. Overall, a realistic target from application to closing with UWM (for conventional purchase loans in typical markets) is 21–35 calendar days — faster if appraisal waiver is granted.

Fees and pricing: brokers will present the actual borrower-facing loan estimate (LE) and final closing disclosure (CD). UWM’s pricing matrix and lender-paid compensation structure change frequently; brokers should reference the daily rate sheet in the broker portal for exact points, origination fees, and pricing adjustments. Expect third-party fees (appraisal, title, recording) in the range of $600–$2,000 depending on state and property type; these are passed through on the CD.

Escalation and resolution steps (practical list)

• Step 1 — Broker first: submit the question via the broker portal with supporting documents and desired outcome. Include a target date and business justification for urgency.
• Step 2 — UWM case ID: if unresolved after 48–72 hours, request a UWM case ID from the portal or rep and ask to escalate to underwriting management with a written summary of impacts (rate lock expiration, seller deadline, appraisal reinspection needed).
• Step 3 — Formal escalation: if a timely decision is still outstanding after 3 business days, ask for a written escalation to customer service leadership or the broker relations team. Retain all emails and call logs for reference; use them to request executive review if necessary.

Servicing, payments, and post-closing support

After funding, many loans are retained by UWM’s servicing arm but a significant percentage are sold to investors and transferred to third‑party servicers. Borrowers should always confirm the servicer on the closing disclosure and in the first billing statement. For payoff quotes, require a signed authorization or request via the servicer’s secure portal; expect a firm payoff statement valid for a limited window (typically 10–30 days) and including per‑diem interest calculations.

If a borrower encounters hardship, UWM and its servicers use formal loss-mitigation processes: submit hardship documentation, provide income/expenses, and request specific relief (forbearance, modification). Timelines for these programs vary — initial review within 10–30 days is common — and documentation completeness is the main determinant of speed. For escalation in hardship cases, insist on written confirmation of the review timeline and next steps to prevent inadvertent foreclosure escalations.

Security, compliance, and common pitfalls

UWM handles sensitive financial data and follows industry security standards: encrypted portals, multi-factor authentication for broker logins, and secure file transfer protocols. Never email full Social Security numbers or unredacted bank account numbers; use the portal or password-protected PDFs. Request confirmation of secure receipt for any time-sensitive documents.

Frequent pitfalls include incomplete document labeling, sending outdated bank statements, or failing to clear automated underwriting system (AUS) flags. Resolve these by providing the exact page references called out in the condition, and by uploading corrected documents with a one-line cover note describing the amendment (e.g., “replacing bank statement dated 03/01/2025 with corrected version showing deposit labeled ‘gift’”). That practice reduces back-and-forth and shortens the path to Clear to Close.

Is UWM a good lender?

United Wholesale Mortgage has an A+ rating from the Better Business Bureau. BBB ratings are based on responses to customer complaints, honesty in advertising, and transparency about business practices. UWM has no recent public controversies.

Who is the #1 mortgage lender in America?

Quick Answer

Rank	Mortgage Lender	Number of Originations
1	Rocket Mortgage	288,558
2	United Wholesale Mortgage	274,667
3	Bank of America	89,329
4	Fairway Independent Mortgage	82,985

How do I talk to a person at UWM?

Undergraduate

1. 414-229-2222.
2. [email protected].
3. uwm.edu/undergrad-admission.

Why did United Wholesale Mortgage sell my loan?

It’s common for mortgage loans to be sold or transferred between companies as part of regular business operations. Your lender may sell the servicing rights to your loan to another company for a variety of reasons—usually to free up capital, reduce debt or earn a commission.

How do I contact United Wholesale Mortgage?

Please contact our Customer Service department at 855-805-6991 for further assistance. New York Residents: You may also access a translation and description of commonly used debt collection terms that are available in multiple languages on the New York Department of Consumer Affairs website at www.nyc.gov/dca.

Who services loans for UWM?

ICE Mortgage Technology
United Wholesale Mortgage (UWM) is transitioning to bring its loan servicing operations in-house. They are partnering with ICE Mortgage Technology to utilize their MSP servicing platform. Previously, UWM used subservicers like Cenlar FSB and Mr.