Consumer complaint received 2019-06-28
Company: AmeriHome Mortgage Company, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I XXXX XXXX XXXX am writing to you today to explain my hardship situation that led to my application for home loan assistance through a modification program with my mortgage company, AmeriHome Mortgage. I applied for a loan modification twice with AmeriHome Mortgage. My property address XXXX XXXX XXXX, XXXX, CA, XXXX, Mortgage Loan # XXXX. The first loan modification request was on XX/XX/XXXX with a denial issued on XX/XX/XXXX. At that time there were various denials written for different programs. I am calling into question various programs starting with the Hamp Stand Alone Partial Claim that stated, " Your current mortgage payment is greater than a modified mortgage payment that could be offered to you based upon program limitations. '' I was not informed as to what those program limitations were and am hereby requesting them in writing as this response was vague and unclear. Additionally this answer section was different in my second mortgage modification denial under the same program, which is contradicting.The denial section for the Hamp Stand Alone Partial Claim states, Your income is insufficient to support the workout plan payment amount. So my question is, which is the real reason for this programs denial? For clarification purposes the second mortgage modification was submitted on XX/XX/XXXX. The reason we submitted a second request was due to a change in circumstance, which was that my son who was previously not working due to his wife and newborn being admitted to the hospital, began working again and had income to contribute to our household. The second modification denial came on XX/XX/XXXX. The program, Home Affordable Modification denial reason that states, " You have not made at least four contractual payments on your loan. '' But on XX/XX/XXXX we opened up a help ticket with AmeriHome tech support because we could not login to they web browser to make payments or sign up auto billing. They never responded to us and we opened a second ticket on XX/XX/XXXX and still heard nothing back. We are not able to view the website to see paperwork mailed to us and with living rural and having mail theft it makes it very difficult to know what is going on. Throughout our hardships and after several attempts to pay our mortgage by the phone, we realized we were too far delinquent to make up the missed payments and our only chance at keeping our home we would need to request assistance from the bank. Our attempts to make up our mortgage payments were ignored therefore we could not comply with the guidelines that stated we needed to have made four contractual payments. The reason for my complaint today is that AmeriHome has demonstrated hypocrisy, stalling my request for assistance only to deny my modification requests. This mortgage company has not taken my mortgage modification request seriously and has not even presented the workout package to my investor. They have thrown up red tape and made up denial decisions without validating or explaining these supposed program limitations or investor guidelines.

Company response to consumer: Closed with explanation