Consumer complaint received 2019-07-17
Company: AmeriHome Mortgage Company, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/2019 I refinanced my mortgage through XXXX XXXX in which the existing mortgage was paid off. The mortgage had been with Amerihome Mortgage Company, to whom it had been sold after a previous refinance through XXXX XXXX. To date I have not received refund of {$2600.00} held in my mortgage escrow account. In my many contacts with them, I have had nothing but one different story after another, one delay after another, one promise after another and yet, no refund. The history is as follows : XX/XX/2019 : Closing occurred of the refinance loan. The payoff to Amerihome was almost {$1000.00} more than the calculated payoff. I took no exception to this in understanding that the excess would drop out and be refunded. Being that the excess was added to my escrow account, that brought the refund due to {$2600.00}. I was able to see this in my account online. 
My escrow account showed a disbursement of the entire amount on XX/XX/2019. When I had not received it by XX/XX/2019, I contacted Amerihome and was informed that, though the disbursement was posted XX/XX/XXXX, it actually takes 5 business days to go through their process and to expect another 7-10 business days for mail and to contact them if I had not received it by then. 
XX/XX/2019 : I contacted Amerihome again to report that I had not received the check. I was told that a stop/replace would be initiated but that could not happen before XX/XX/2019 and it would again take another 5 business days to process plus yet another 7-10 business days for mail. 
XX/XX/2019 : I contacted Amerihome to confirm that the replacement was indeed being processed. The rep I spoke with at that time said she checked and could see that the check was cut and ready for mailing. When I questioned her about the 5-day processing, she actually put me on hold and went to confirm what she was telling me, that it did not take 5 days but that the check would be in the mail that day. 
XX/XX/XXXX : I received a voicemail from XXXX at Amerihome telling me that she was working on expediting the refund. When I checked my online account later, I found that the funds had been added back to the account that day yet not disbursed. Unfortunately, this was late of a Friday and I was unable to contact Amerihome. 
XX/XX/2019 : I contacted Amerihome and was informed that no check had yet been cut but that it was in process and scheduled to be overnighted ( something they had previously told me they could not do ), that I would have it no later than Thursday, XX/XX/2019. 
XX/XX/2019 : Later this day I received another voicemail from XXXX. This time I was able to call her back. She informed me that she had just then put the check in for processing, that it would take 3-5 business days at the check vendor and she would overnight it as soon as she got it back and that I may have it next Monday, yet another week. 

At this point, I believe nothing they have told me and find this to clearly be delay tactics, possibly to never result in a refund. I have found that they are pretty much known for such tactics. In the meantime, I have been put in a compromising cash flow situation, not to mention my stress and all the time I have spent trying to deal with this.

Company response to consumer: Closed with explanation