Product: Mortgage

In XXXX of XXXX and XXXX of XXXX I was advised my income was being cut. Prior to XXXX I was earning {$170000.00} annually. By XXXX my pay was reduced to {$68000.00}. I initially reached out to AmeriHome mortgage in XXXX, but was told there was nothing that could be done since I was not behind on my payments. In XXXX of XXXX I was due for my XXXX payment. When I went online to pay I noticed it stated I was approved for a Trial Payment plan even though I was never contacted by AmeriHome nor was I sent any documentation. I contacted AmeriHome and accepted the XXXX XXXX plan. The payments were for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I made the 3rd and final trial payment. On XX/XX/XXXX I was contacted by AmeriHome and advised I was behind on my payments. I contacted them and advised I just completed my Trial Payments. Per the letter posted to my online account I completed the trial payment plan and I would be contacted within 10 business days with the final modification for the mortgage. On XXXX I contacted AmeriHome since I had not heard or received any communication. I received an email stating there was a document online for my review. The document stated I did not complete the trial payment plan and that I am have been denied for the modification. How can these 2 letters make sense? I completed my XXXX XXXX, but was denied because I did not complete my XXXX XXXX? In speaking to AmeriHome ( XXXX XXXX is the representative I spoke with - very nice ) she stated that my request was closed out on XX/XX/XXXX due to me not answering their call. Per my knowledge I received no call on XX/XX/XXXX. I had spoke with them on XX/XX/XXXX as I returned a message from AmeriHome. I received no message on XX/XX/XXXX. There were no documents online stating they were contacting me. When I asked what was the purpose of the call she stated that my taxes were increasing and I needed to acknowledge that I was willing to pay the new tax amount. I work in the mortgage industry ... my taxes are escrowed with my mortgage. You don't have a choice to say " no I am not paying the higher amount ''. It is escrowed and you would normally receive an escrow adjustment letter stating the changes. But yet this is the reason I was told my request was closed. No notification from AmeriHome, but they denied my request. I completed the hard part... completing my 3 Trial payments as agreed. Notified I would have 10 days before a final modification would be offered ... yet they closed my request after 1 day because I did not say I was OK with a higher tax amount. I asked to speak to a supervisor and was told they do not speak to Customers. I am sure the conversation was recorded- it took place XXXX at XXXX and lasted 51 minutes. They stated to follow up in XXXX hours to see if anything can be done. I was then advised to open a new request. I think it is ridiculous that they are claiming to help individuals in these situations. I do not want to enter another XXXX XXXX plan just to kick the can down the road. My Trial Payments were actually slightly higher than my regular mortgage payment. But I was prepared to do what it took to make those payments including working a 2nd job. I agreed to the plan in XXXX with the first payment being in XXXX. It allowed me time to find and work a 2nd job and budget accordingly. I've also reached out to a XXXX XXXX Attorney and I am waiting from them to get back to me. Please assist in any way you can. Thank you.