Consumer complaint received 2020-08-06
Company: AmeriHome Mortgage Company, LLC
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
We initiated a simple refinance with Amerihome, our existing loan services, to lower our interest rate at the beginning of XXXX. We were told by XXXX XXXX not to make the XX/XX/2020 mortgage payment due to closing to take place on XX/XX/2020. The closing was rescheduled for XX/XX/2020 due to receiving the title documents on XX/XX/2020 from my attorney. 

From the start of the refinance process I made Mr. XXXX aware that we would have our attorney do the title work. We financed with Amerihome last year and the title work would be less than half of what were were quoted if the company used by Amerihome was utilized for closing. An initial delay was caused because Mr. XXXX forgot that we were using our own attorney and title company. When the request for title work was submitted to our attorney, XX/XX/2020, there was not sufficient information to move forward. My attorney requested the missing loan number and other information. My attorney provided all of the necessary title work on XX/XX/2020. Mr. XXXX informed me we would be closing on XX/XX/2020. 
I also asked Mr. XXXX at this time if I should make the XX/XX/2020 mortgage payment. I was told no because this would cause a change in the payoff amount and further delay the closing. 
On XXXX XXXX I received and email from XXXX XXXX and a phone call from Mr. XXXX staying I should make the XXXX payment and we will close the loan in XXXX. 
Because Mr. XXXX told us we would not have to make a mortgage payment until XXXX, I had to transfer funds into our account on file with Amerihome. The bank lobby was closed due to COVID-19. I was told this would have to be done online. 
I transferred funds and set the payment up on bill pay as usual. We have never had a late payment with Amerihome.

The payment was rejected because by the time the money transferred and the payment was sent Amerihomes online system had us in default and would not accept less than 2 payments. I did not become aware of this until XXXX XXXX. 
I had to call the default department and process a payment through them. 
Now we will have a late payment show on my husbands credit report and we can no longer refinance. 
I have to add that Mr. XXXX became very condescending and was a bully at times. He changed his story frequently trying to cover his mistakes. 
I realize it is a busy and stressful time but I do not feel this situation is fair to us. My lawyer, XXXX XXXX, is also confused as to why the loan didnt close before the end of XXXX. 
There were several other smaller issues with paperwork. 1. I forgot to date a for but I dated and resent. 2. Mr. XXXX was insistent that I didnt sign an electronic form yet when I talked to his assistant XXXX, she said it was a form my husband had to sign and it was already signed and completed. 
We are requesting that this late payment not be reported to the credit reporting agencies. We wanted to make the payment On XX/XX/2020 and on XX/XX/2020, were told not to by Mr. XXXX. He even offered to get the late charge waived. Please listen to the recorded phone calls. 
Thank you, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation