Consumer complaint received 2021-11-23
Company: AmeriHome Mortgage Company, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Servicer : AmerihomeXXXX XXXX / XXXX My complaint begins with the inconsistent information provided to me during multiple phone calls starting in XXXX of 2021. 



I would regularly be told XXXX thing by servicer and then the next day be told the opposite. 



I received a letter dated XX/XX/2021 stating I was approved for a FHA XXXX Combo Partial Claim and Loan Modification. 

For the months of XXXX and XXXX I had attempted to be reviewed for this program. I was told everything from the program did not exist to I could not be reviewed for program while I was on a COVID Payment Forbearance. But magically, it did exist and I was eligible for it. 



The XX/XX/2021 offer listed {$8300.00} as XXXX XXXX and/or XXXX up. 



I immediately submitted a request for information and notice of error asking how that dollar amount was determined. The servicer, realized that they were disbursing the wrong dollar amount for tax. Which triggered XXXX escrow analysis on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On each of the escrow analysis they use fictional amount as the amount in escrow at the time of review, to compare to the target balance ( required balance ) in order to determine shortage on escrow account. On the escrow statements they fail to explain why they are using fictional amounts as amount in escrow at time of review. 



I also have received XXXX additional letters stating I was approved for FHA XXXX Combo Partial Claim and Loan Modification. 

I am now in receipt of XXXX XXXX XXXX made on XX/XX/2021. I believe this agreement is not in compliance with ML XXXX. If I accept this agreement my payment will only be reduced by 4 %. The offer they made seems to be for the XXXX Combo Partial Claim and Loan Modification in accordance with XXXX XXXXXXXX. The issue is Mortgagee XXXX was effective on XX/XX/2021. I believe they have failed to evaluate me for XXXX XXXX in accordance with ML XXXX. Also the XXXX XXXX XXXX has an interest of 3.25 %. I believe the interest rate is also not consistent with ML XXXX. I believe the interest rate that I should be offered is 3 %. 



The modification agreement dated XX/XX/2021 doesnt list amounts for escrow. It also fails to give me dollar amounts capitalized for escrow advances, shortages and interest arrears. Because of my previous experiences I must insist on copies of their calculations for escrow advances, shortages and interest arrears. 

On XX/XX/2021 we called servicer at approximately XXXX. We asked servicer if servicer had implemented XXXX XXXX XXXX. The representative advised he did not know what that was. I asked how was the interest rate determined. The representative conceded he did not know how the rate is determined. 

We advised him that they had failed to review borrower for modification in accordance with XXXX XXXX XXXX and that the interest rate proposed terms were wrong. 



The representative then sent an internal communication to supervisor letting them know that I wanted to know why they did not comply with XXXX XXXX. His supervisor advised him to email underwriting. Representative openly admitted after being corrected a half a dozen times that he did not know how the programs works. He stated he sent the underwriter an email documenting our concerns. 

On XX/XX/2021 at XXXX PM EST I contacted the servicer in regards to the status of the internal communication to the underwriter about the loan modification and once I had a representative on the line and explain the reason of my call and was placed on hold the call was dropped. At around XXXX once again called the servicer and this time again spoke to a representative and once I explained the reason for my call was left on hold for over XXXX minutes until the call dropped. 

On XX/XX/2021 at approximately XXXX I contacted the servicer in regards to the status of the internal communication to the underwriter about the loan modification. The representative stated to hold for XXXX while he reviewed the account and notes and never returned to the line. After approximately holding for about XXXX minutes I disconnected the call once again with no response. 

On XX/XX/2021 once again called the servicer and spoke to a gentleman by the name of XXXX. I explained very detailed the reason for my call and the reason I was disputing the XXXX XXXX XXXX received and he was very helpful. He apologized for all the miscommunication and stated he understood my concern on the reason why I was disputing the modification terms as they were not in compliance with the XXXX XXXX XXXX. He once again reached out to the escalation team and stated I am disputing my modification as it is not in compliance with Mortgagee Letter XXXX and should have been reviewed for the Recovery Modification XXXX XXXX FHA XXXX Combo Partial Claim and Loan Modification. He asked that I be reviewed for the Recovery Modification and disregard the current Modification Agreement that was signed and sent to the Servicer via XXXX on Friday, XX/XX/2021. He did state that he couldn't promise me anything but he communicated to the underwriting team that I do not wish to accept the modification currently in place and start fresh in the review for a better payment option. He also advise to contact the servicer every XXXX until we get this issue resolved and send a letter in writing in why I am disputing my current modification in which I sent an RFI/NOE XXXX fax. 


The reason we are submitting this official complaint is to get a response before the first payment date on XX/XX/2021. 



We ask that servicer immediately review for modification in accordance with Mortgage XXXX XXXX. 

I did sign a Permanent Loan Modification Agreement not content with the terms to avoid loosing my home hoping this issue is corrected within the time period prior to my XXXX payment on XX/XX/2021 and those terms voided out and provided with the modification in compliance with the FHA XXXX. 



We ask also ask that they provide a detail breakdown of how interest arrears, advances and shortage were calculated.

Company response to consumer: Closed with explanation