Consumer complaint received 2022-03-02
Company: AmeriHome Mortgage Company, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I made AmeriHome Mortgage ( XXXX  ID # XXXX ) aware of an issue with my taxes and insurance escrow, in which I had not yet received {$920.00} due to me for an overage per my annual escrow account disclosure statement dated XX/XX/XXXX. 

Due to an illness followed by the death of my Mom, I was delayed in processing my mail that contained my escrow check # XXXX issued by AmeriHome Mortgage in the amount of {$920.00}. The check became stale dated, and I could not deposit nor cash the check. The check needed to be re-issued by AmeriHome Mortgage.

When I reached out to AmeriHome Mortgage on XX/XX/XXXX they researched the issue and told me AmeriHome Mortgage would be re-issuing the check and that the check would be mailed to my house within 10 business days ( XX/XX/XXXX ). 

After 10 business days came and went ( XX/XX/XXXX ), I even allowed some extra time for delays with US mail service. However, after never receiving the check I was promised, I called AmeriHome Mortgage again on XX/XX/XXXX. I was told a completely different story this time by AmeriHome Mortgage that they could not issue me a check because my loan servicing had been transferred to XXXXXXXX XXXX  XXXX XXXX on XX/XX/XXXX. Why did no one from AmeriHome Mortgage reach out to me to tell me this information prior to just closing out the case without ever telling me the outcome? Either they dont have staff trained to properly research an account at the forefront or they dont have a sufficient case management system in place to handle and respond to customer complaints, or maybe both? 

That same day on XX/XX/XXXX, I then reached out to XXXXXXXX XXXX XXXXXXXX XXXX escrow department. Although, I also had to follow up with XXXXXXXX XXXX  again on XX/XX/XXXX, I did find that XXXX at least had an escalation support system in place and company response tracking, and I finally received a written communication from XXXX on XX/XX/XXXX saying that XXXX can not re-issue a check issued by another servicer ( makes sense ) and to please contact the old servicer ( AmeriHome Mortgage ) to request a refund. Please note that funds were not forwarded to XXXX. 

I again reached back out to AmeriHome Mortgage where I started to begin with and was told by their escrow department that they were escalating the case. The escrow department of AmeriHome Mortgage verified with me and confirmed that I was in fact still due the {$920.00} because my account was never credited and that I should receive a re-issued check within the next two weeks. 

Again, I patiently waited the arrival of my escrow overage check that was supposed to be re-issued. After never receiving the check nor any formal communication from AmeriHome Mortgage, I yet again reached out to them on XX/XX/XXXX. I was told AmeriHome Mortgage would look into it and someone would get back to me. After not hearing anything and unwilling to wait for any additional weeks to pass, I called the company again on XX/XX/XXXX. I was told that the associate did see the case notes and that I was due to be issued a check and the check should be to my house by XX/XX/XXXX. Again, XX/XX/XXXX has came and went and I still did not receive my check. I am done reaching out to AmeriHome Mortgage after all of my previous attempts have been unsuccessful. Their servicing department is nothing but empty promises, and I seriously doubt a sufficient complaint tracking, escalation or response system is in place. {$920.00} is a large chunk of money for me, and I want the money that is mine and due back to me. Meanwhile, I have lost interest I could be making on that money if deposited and also have paid interest by not having those funds accessible to me. 

I would urge the CFPB to look into RESPA Escrow Rule violations and deficient complaint tracking and response at AmeriHome Mortgage. Additionally, why did AmeriHome Mortgage not clear this issue up prior to transferring the servicing to XXXX??? Shouldnt that have been done prior to or at time of transfer? Why was AmeriHome Mortgage unable to detect and identify that I was owed this money when initially researching my account history? Why has no action been taken by AmeriHome Mortgage even after this case going to their escalation department? Why is it ok that they tell a customer that they will be sending money ( which is likely just sitting in a due from account ) to the customer and then not actually ever sending the money? Maybe there is also a system broken in the transfer of knowledge internally at AmeriHome Mortgage as well? 

All I want is quick and competent action to be taken by AmeriHome Mortgage to re-issue me the escrow overage check for {$920.00} that I am due and have been requesting for the past 4 months since XXXX of XXXX.

Company response to consumer: Closed with explanation