Consumer complaint received 2021-10-25
Company: AmeriHome Mortgage Company, LLC
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage servicer recently changed from Amerihome Mortgage Company , LLC ( " Amerihome '' ) to XXXX XXXX  XXXX ( " XXXX  '' ). Amerihome sent my wife and I a letter on XX/XX/2021 informing us about the change to XXXX. The letter stated that all payments should be sent to XXXX at a XXXX XXXX XXXX XXXX, IL. My wife and I had automatic payments set up with Amerihome. On XX/XX/2021 Amerihome sent us an email stating that if we had automatic payments set up with them it would continue with XXXX and no further action was required on our part. Our mortgage payment was due on XXXX. 

On XX/XX/2021 ( five days after our payment was due ), Amerihome sent us a correction email stating that our automatic payments would not be continuing and that we either needed to set up an online account with XXXX or mail the payments to XXXX and again provided the po box in XXXX, IL. My wife and I promptly mailed a check the next day as we had not received a letter from XXXX yet with our account number to be able to create an online account ( we tried to set XXXX up before mailing the check out ). 

On XX/XX/2021 ( the end of the 15 day grace period for late payments ) we still had not seen the check cashed. I called XXXX and the customer service representative I spoke with explained that Amerihome had given us the wrong payment address. The correct payment address for our mortgage was a po box in XXXX, CA, not XXXX, IL. The customer service representative asked if our prior servicer was Amerihome and stated that Amerihome sent out these emails ( with the auto pay info and the wrong payment address without confirming the information with XXXX ) to many people and they were getting a lot of calls. XXXX advised me to cancel my check and make a payment online ( I now had the information I needed to set up an account ) and that there would no penalty or negative impact on my credit score as the grace period is extended to 60 days when servicers change. 

I then issued a stop payment order with my bank and was assessed a {$35.00} fee for doing so and made my XXXX payment to XXXX online. I contacted Amerihome to ask that they reimburse me for the {$35.00} fee because it was only assessed as a result of their incorrect information. I explained what had happened, just as I have here and provided them copies of the emails they sent me, evidence the {$35.00} fee was charged, and evidence that the address they gave me was wrong. They told me that the address was not wrong ( it is, and is easily verified on XXXX 's website ) and that they verified it with XXXX before sending and told me to take up my issue with XXXX. They did not acknowledge the fact that they told me my automatic payment would go through just fine and only told me it wouldn't after my payment was due. 

I have no way of confirming if XXXX incorrectly confirmed the information for Amerihome, but XXXX did not provide me any incorrect information to me that resulted in this fee, Amerihome did ( multiple times ).

Company response to consumer: Closed with explanation