Consumer complaint received 2021-04-30
Company: AmeriHome Mortgage Company, LLC
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Hello, I am writing to show you my experience with XXXX. Here is a timeline : Last year XXXX XXXX XXXX, XXXX offered ( via calls, email, and site, reached out to me ) about a " VA Disaster Relief '' forbearance. I ignored although COVID was going on. 
I then was laid off in XXXX along with 26 other people at my company. 
I then got another email offering it, I went to the site and agreed to do it. 
I did a 3 month forbearance ( XXXX, XXXX, XXXX XXXX, with the stated goal from the beginning that I would simply tack that on to the end of the loan, as is standard practice from what I gather ( loan modification ). 
I found a new position, my forbearance period ended, XXXX offered to keep going another 3 months I didn't want to, so started making payments in XXXX and have never missed since, and XXXX said it would send me paperwork to review. 
Now - this entire time since then : o 1 - the website has never reflected correct information ( Still doesn't - shows next payment is due XX/XX/XXXX XXXX o 2 - I can not make a payment online o 3 - I can not make a payment via phone o 4 - I had to mail payments, with a stamp, like it is XXXX Then, I get the paperwork, and can not possibly turn it around in the stated 14 day time frame, which included weekends, and required that all be notarized, and I needed to read, review, find a place that was open during this lockdown period in XXXX, with a notary, plus have a mortgage expert XXXX XXXX for me as well. 
I informed XXXX of this many, many times. No response. 
Then, XXXX also changes/updates their site - I lose all correspondence I had as you did not copy that over. 
I did so on XX/XX/XXXX as well, response I got : sorry we didnt get back to you in time ... call us. I call, promise is made to send it out or extend it. I receive no feedback though. 
XX/XX/XXXX - I complain that I can not call or get a person, or use the website - response " sorry we didnt get back to you in time '' XX/XX/XXXX - I am somehow able to get through to a person ( finally ), who promises the documents will be resent nothing happens, I again inquire on site, no response. 
Then, I receive 2 conflicting statements, which also do not match the site. According to XXXX at this time, I have 3 different balances, 3 different payments. 
I call again XXXX yesterday ) and representative " XXXX '' agrees paperwork will be resent, or even emailed if need be. 
Not to mention - this entire time, XXXX has treated me horribly, no response, I also have to deal with every call it being stated to me " this is an attempt to collect a debt '' as if, I have not been paying. 
I hate to say it, but I suspect, XXXX plans on not responding to me, and waiting out the clock. 
Well, here is digital proof of my communication with you, if a lawyer ends up being required, then I guess I will have to go there. 
I can not believe, during a pandemic, that a veteran such as myself, who has always made payments on my XXXX XXXX dollar house, has a family, works hard, has been OVERLY communicative and helpful to XXXX, and accommodating can be treated this way. 
I expect, to receive my documents, so I can review and sign. 
So I really hope that is clear. 
I also expect, that the account will ( some time?? ) begin to be correctly reflected. 
I also expect zero negative or adverse treatment of me, or against me, as I have been more than patient as well as forthcoming. 
XX/XX/XXXX still have received nothing from XXXX o Working to refinance, new mortgage company discovers XXXX has not reported to the credit bureaus since XXXX o A credit XXXX tries to get info from XXXX, they refuse unless I am conferenced in, so credit specialist schedules a call o On this call, which I have recorded it took Amerihome XXXX XXXX to answer the first question, which was : when was the last payment made o On this call, is when I discovered XXXX had been misapplying my payments they had told me to start paying in XXXX even if I did not have the loan modification documents yet, so I did o However, they applied those payments on the backend, 2 months back in time o Result they are trying to claim, I am behind and have not paid on time since XXXX o My bank account clearly demonstrates I have made a payment, on time, every month, since XXXX o Prior to XXXX, I also never missed a payment o Going all the way back to the first mortgage payment I ever made in my life, XX/XX/XXXX I have never missed a payment, ever o Now XXXX has not only essentially ruined my life by making contacting a mortgage company a part-time job, they are threatening my credit, my refinance, and my familys finances with this lack of response, lying, incorrect appropriation of funds, and generally poor/inadequate customer service o I have been 100 % honest and forthcoming, they have not been o All I am asking for : to not be marked as late and to stop lying about sending the documents, and actually send them o If I am to refinance anyways, XXXX will end up having the loan paid in full anyways, so why go through all the trouble to hurt a veteran?

Company response to consumer: Closed with explanation