Consumer complaint received 2018-04-28
Company: AmeriHome Mortgage Company, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Amerihome Mortgage claims they didn't receive my insurance and decided to place force placed insurance on my account. I refinanced with them in XX/XX/XXXX and the loan was closed with the same insurance that was on previously. My insurance company provided them the insurance 3 separate times, however, I kept receiving notices that they didn't have my insurance. Finally, on XX/XX/XXXX I contacted them again after another notice I received stating they didn't have it. I personally sent them the declaration page and was instructed to call them on Friday XX/XX/XXXX to confirm they received this and to request an overnight payment to the insurance company that is now providing notices stating if insurance is not paid on XX/XX/XXXX the insurance will be cancelled due to non payment which should be paid by my mortgage company since it is currently an escrowed payment. On XX/XX/XXXX I received a notice in the email dated XX/XX/XXXX that stated that they received my insurance. So, on XX/XX/XXXX I called them again and spoke to XXXX who after verifying 9 questions finally asked me how she could help me. I explained the situation and the letter I received stating the insurance was provided and confirmed and requested they send the overnight check. She stated she would look to see if that was true as there records didn't show this.. I asked if the letter provided was fake as it came from their company, she said she didn't know but she would look at the " big bank of info '' to confirm. This was puzzling to me! Their automated line also said my insurance was past due and they didn't have insurance verified. I asked to speak to a manager and after 3 attempts of asking for this she put me on hold and hung up on me after 16 minutes. I called back and got a new representative, I immediately asked for a manager and she stated she would not transfer me to a manager unless i verified all the info again. I didn't want to do this but did since she refused. I was transferred to the manager and waited on hold for another 10 minutes and the guy that got on the line XXXX stated still the insurance wasn't in place and that the letter I received days ago was an error and i would be receiving another letter stating it was an error. I asked XXXX if i could send him my insurance directly and he stated he couldn't accept email. I asked if he could call the insurance department to see if they have it and it just hasn't reflected in the system and he said no that he couldn't reach anyone. He said he would overnight a check to my insurance company since he knows my insurance is in place but may not be able to do it today but would try. I asked him if i could cancel my escrows because i never wanted to go through his hassle again and he said no i would have to wait till my loan had been season for 12 months. I asked if that was a Amerihome requirement and he said XXXX and XXXX requirement which i do not believe to be the case.. So yet another fight i will have to have with this company that is so disorganized and causes so many issues to their mortgage holders. This should not be allowed and no client should have to do the work to get their mortgage company to do their job. Isn't this why I pay interest on a loan to this company??

Company response to consumer: Closed with explanation