Product: Mortgage

During the start of the pandemic we chose to take the mortgage forbearance due to financial instability ( XX/XX/2020-XX/XX/2020 ). We ended our forbearance XX/XX/2020 and on XX/XX/XXXX we were approved for the stand alone partial claim and we began the process. XX/XX/XXXX we were told the letters and paperwork were to be sent out but according to an employee there was a glitch in the system and letters didn't farm and generate therefore not sent out. My paperwork that I finally received on the XX/XX/XXXX described my partial claim and the amount that would be put into it and the directions on completing the paperwork as well as the return by date. XX/XX/XXXX was the return by date. We followed the directions, had the copies notarized kept the non-notarized copy for ourselves as instructed, sealed them and overnight first class mail on the XX/XX/XXXX. They received it on XX/XX/XXXX at XXXX per the USPS tracking number. Backing up a bit ... on the XX/XX/XXXX and the XX/XX/XXXX we made 2 payments that went towards XXXX  and XXXX. XX/XX/XXXX we made a 3rd payment and was told that it would go towards XXXX  's Payment. I have been in contact with them continuously because we are in the middle of a FHA refinance. On XX/XX/XXXX a payoff request was made as well as a follow up on the payment made XX/XX/XXXX and was granted a payoff amount but was told that the payment was put into a suspense account. At that point the representative requested it be moved towards the XXXX payment as previously requested. On XX/XX/XXXX myself as well as my settlement agent from our title company ( who is preparing for a refinance that will pay AmeriHome my mortgage as well as the amount in the stand alone partial claim ) spoke with a representative who stated that the payment was still in suspense account and they would request again for it to be moved but that we were clear to close and another payoff amount was requested we were also told the only thing they were waiting on for the file was the payment from FHA for the amount in the partial claim. So we moved along with the refinance. On XX/XX/XXXX we called AmeriHome to pay our XXXX  payment since our closing got pushed back and were told that on the XX/XX/XXXX our stand alone partial claim was denied and closed because they didn't receive our paperwork in the time allotted. Per the tracking on our package it was received on the XX/XX/XXXX well before the XX/XX/XXXX deadline. They also stated that on XX/XX/XXXX a letter was sent to us denying the partial claim. On XX/XX/XXXXthey applied our payment that was sitting in our suspense account to XX/XX/2020 as requested XX/XX/XXXX and XX/XX/XXXX We have been contact with them, have received our payoff statements and given the all clear to close. They would not accept our payment for XXXX  unless it was the full amount left from forbearance. They stated they would put in an escalation call but after reviewing the XXXX complaints about the company and the failed communications from supervisors to consumers and the lack of professionalism they have consistently shown in their paperwork and process, I decided to move forward and file a complaint with you as well. As stated I am about to enter the closing part of my refinance and I can not afford to have our credit to diminish or for a mistake on the filing of our paperwork on the AmeriHome end cause us not to close.