Consumer complaint received 2017-12-27
Company: AmeriHome Mortgage Company, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
OnXX/XX/XXXX my husband and I refinanced our mortgage with a mortgage broker. The loan is owned by XXXX XXXX but serviced AmeriHome Mortgage in New Jersey. During the closing we signed a Wisconsin Escrow Tax form for our property taxes, selecting option 1 making AmeriHome obligated to send us our property tax payment by XX/XX/XXXX. After still not receiving a check on XX/XX/XXXX, I called AmeriHome and spoke to a customer service rep whose name I did not get. She informed me that they pay taxes by the due date, in XX/XX/XXXX. I informed her that I had a signed a document at the closing of our refinance selecting the option in which they had to send us a check. She eventually figured out we lived in Wisconsin and put me on hold. When she came back to she said she had opened a work order and our check would be cut and sent to us right away. I informed her that send via mail would not get us the check in time to pay the bill byXX/XX/XXXX and I said I wanted the check send overnight delivery. And she agreed. 

OnXX/XX/XXXX after not receiving a check I called AmeriHome customer service and spoke with XXXX. Who also began to disagree with me about the option I selected at our closing and that I was to inform them by XX/XX/XXXX if I wanted to change my option. By this call I had already dug up our paperwork and informed her that I have a signed copy right in front of my face with a clearly marked check in option 1. Eventually she agreed that they made a clerical mistake but there was already a work order entered in their system to get our option changed so that a check could be cut and to call backXX/XX/XXXX because that is when they would make the change. She insisted this was the best she could do and if there was anything further she could do she would but she could not. I eventually gave up with her. Hung up and called to inform our mortgage broker what was going on and how angry and disgusted I was with the company he had sold our mortgage to. 

Not accepting of XXXX suggestion to wait for them to decide to make the correction of their mistake on our account, I called again XX/XX/XXXX and spoke with XXXX. She informed me of the same load of XXXX as the previous customer service reps. I told her their clerical mistake was not an acceptable excuse and I wanted someone that could actually fix their mistake. She said that would be a supervisor. She placed me on hold for more than 5 minutes. When she finally came back she gave me the name XXXX and said his extension is XXXX. He was busy at the moment so I would likely get his voicemail. Of course, I did. I left a message stating my name and phone number, that I did not get my escrowed tax payment check by XX/XX/XXXX like stated on the form signed at our closing and that I expected a check to be cut immediately and sent for overnight delivery by XXXX XXXX on XX/XX/XXXX. And I never heard a word back from XXXX. No voicemail returned. No phone call EVER received. This is the day I also filed my first complaint with the Wisconsin Department of Financial Institutions. And began digging for more agencies to report this horrible mortgage company. 

Today isXX/XX/XXXX. I again called and started with XXXX and she forwarded me to supervisor XXXX. XXXX stated that they expected to resolve the issue today and a check should be sent but could not guarantee that a tracking number would be available by end of business today. So once again horrible customer service from a company whose sole job is to service customers. I admit this time I lost my cool and hung up on the woman after stating my piece on how this was unacceptable and that if they really wanted to fix this issue in a timely manner they would have done so already and that I can no longer trust anything they tell me anyway. I also informed both women that I had begun to search options to report this issue to any and all agencies. 

Again, I will be calling this disgusting mortgage company tomorrow and I will be calling them every day until a check is in my hand and all applicable expenses reimbursed. I am also reporting them to Consumer Financial Protection, the Better Business Bureau, my state representatives and any other agency I can find. There is no excuse for this. None. I have a copy of the piece of paper signed. Even if it was a clerical issue there is no excuse for a correction to take more than 3 business days to fix. A check should have been cut immediately on my first call and sent overnight for delivery on Friday, XX/XX/XXXXlike the first customer service agent from above implied was happening.

Company response to consumer: Closed with explanation