Consumer complaint received 2020-03-02
Company: AmeriHome Mortgage Company, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Refinanced to Amerihome in XX/XX/2019. Did not receive welcome packet, account details, even was given the wrong account information. DO NOT USE AMERIHOME! 

XXXX. mortgage payment was deferred due to refinancing. 

Pay XXXX payment over the phone with a representative, paid the {$10.00} servicing fee, and was corrected on the account number issued to me being inaccurate. 

Paid XXXX over the phone, because online platform was clunky, showed loan unavailable because the account number did not match ( the old one or the new one ). I had still had not received welcome packet/payment coupons. Set up Online playform, connecting the right loan and name together with a representative on the phone. Attempted, and believed successful, at setting up Auto-Pay. Auto-paid failed for XXXX causing the cascade of " I hate this company '' Tried to pay XXXX and XXXX in full before XXXX XXXX. Bank returned payment, due to unable to find the account. Was notified on XXXX XXXX after both XXXX and XXXX payments late, was NOT notified on their online system ; no email, no text message, nothing! Did show that my payment had been kicked back from my bank " unable to locate account ''. 

I attempted to pay a 2nd time, in XXXX XXXX, paid with a different bank ( troubleshooting why the 1st bank rejected ) ; 2nd bank returned payment due to account errors. Now It said my account was over 30  days late, because both my banks had returned payments, I was unable to pay online, or with a representative ; had to pay with a wire transfer- are you kidding me?! I was spending my lunches as a XXXX XXXX trying to figure why I couldn't pay my mortgage, why the servicing department was having issues and inaccuracies with my account. 

In XXXX found out the surname on the account was incomplete/misspelled, after XXXX XXXX payment was rejected from my 2nd bank. Even now, I can see in my online system where my name is misspelled in their system. 

Have called Amerihome twice a month since XXXX to get this sorted ; has caused over 100 points of credit damage. Of a company of 115 employees, I have talked to 20 of them, including direct correspondence with people in the HQ office. Every person I have talked to has given me the run-around, put blame on me since they see their accounts are not misspelled ( but I can see on my online platform it CLEARLY is ). I have had 2 managers tell me they put in the request to get the XXXX phone calls listened to ; which I believe is MY proof that the Auto-Pay set up was a folly on AmeriHome 's part, and is the antecedent to the last four months of misery ; when I talked to the representative at HQ in XXXX, there was no note that either manager had put in the request ( 1st was in XX/XX/XXXX was in XXXX. ). THEY ARE GOING TO LIE TO YOU. 

Account was paid in full for the months of XXXX, XXXX and XXXX before XX/XX/XXXX. 

This servicing company has caused me much headache for ME trying to solve THEIR servicing issues. This company has caused horrible damage to my perfect credit report, and at a time where I am needing my credit to buy a new car. IF YOU AVOID USING AMERIHOME, DO IT!

Company response to consumer: Closed with explanation