Consumer complaint received 2020-04-15
Company: AmeriHome Mortgage Company, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Refinanced home in XXXX, XXXX with XXXX XXXX. After one payment to XXXX in XXXX, loan was sold to Amerihome. Prior to making our first payment to Amerihome in  XXXX, I started receiving letters from them in XXXX stating my flood insurance did not meet minimum standards. I immediately called and questioned why since my insurance had been sufficient since my original purchase as a new home in XXXX and was sufficient for closing in XXXX, XXXX, but was now not sufficient in XXXX? I could not get a straight answer, so I then had my insurance agent call to discuss. She ended up purchasing additional insurance at the cost of {$1.00} the early part of XXXX. She uploaded all updated policies and followed up with several emails. She also received confirmation that policy was received. I then received a notification in XXXX that since I had neglected to respond to their notification of insufficient flood insurance, Amerihome automatically withdrew {$1100.00} from my escrow account to purchase a supplemental policy. First, I have one hybrid condo of two units and all common insurance, fees and payments are handled by an HOA account. To date, we have email confirmations that policy was received and updated successfully and funds would be returned to my escrow account. Instead, I received a letter that I owe my escrow account {$600.00} because it is now short because of the {$1100.00} withdrawal. I can pay in full or I can choose an increase in my monthly mortgage payment. I have made numerous attempts to get this straightened out. My insurance agent has made numerous attempts to get this straightened out. I have requested several times to speak to a manager and not only have they not allowed me to, but they don't want to provide me with the names or contact info of who may be working on my account. I truly feel like I am caught up in a scam. I became frustrated and threatened to contact you if a manager did not return my call. That was almost two weeks ago and I am still waiting. I even followed up with an additional phone call, again being told it would be fixed and a manager would call. Nothing. Out of desperation, I them signed in to electronic access to my account and sent a message to speak to a manager that way. My first message submitted on XX/XX/XXXX was answered quite curtly with how they must abide by all rules and laws and that a policy is taken out of escrow account when the policy is insufficient and case was marked " issue resolved ''. It was clear that it was a semi-canned response with no effort put in to gathering information or investigating current situation. I then submitted a second message on XX/XX/XXXX stating the issue is not resolved and I am insisting on a call from MANAGEMENT be made to either myself or my insurance broker by tomorrow morning, ( XX/XX/XXXX ) or we will be escalating this issue in the form of a complaint to the Federal Trade Commission. Their response was that it had been escalated to a specialist for  review and if I had any questions, to call a number attached. I called yesterday, ( XX/XX/XXXX ) and after a long wait on hold with the Presidential Complaint line, I received a message to leave a message. My message was that if I didn't hear from someone before noon today, ( XX/XX/XXXX ) I would follow through with my complaint. After no response, I called again this afternoon and received the same message. My Insurance agent concurs that we have never dealt with such an inept institution with such little care towards customer service or effort to resolve issues in a timely fashion. If there was some issue or misunderstanding, it should have been easily rectified with one phone call and one policy upload. I have owned homes and held mortgages since XXXX and have never had an experience such as this. I really wish I had a say in who held my mortgage, these people are not ethical.

Company response to consumer: Closed with explanation