Consumer complaint received 2021-09-15
Company: AmeriHome Mortgage Company, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is related to a previously filed complaint ( Complaint ID # : XXXX ) which was filed on XX/XX/2021. I have received a response from my mortgage company ( AmeriHome ) on XX/XX/2021. Upon reading their response, I discovered that they did not sufficiently address my concern. I responded via feedback on XX/XX/2021. I kept all of the confirmation emails to preserve evidence of my actions. Please refer to provided Complaint ID # for information on how this problem started.

At time of receiving the response from AmeriHome, my concerns were : ( 1 ) I did not receive a check from AmeriHome as indicated on their response, ( 2 ) AmeriHome did not address to me that they resolved the incorrect insurance cost that they used for their escrow assessment. 

XXXX XXXX, Manager, Customer Experience, was the one who replied to the CFPB Complaint and she included her name, position, and phone number. An attachment to that reply that contains her information is attached to this complaint. I called XXXX XXXX several times since XX/XX/2021. Not one time did she pick up. I left messages. Not one time did she return my call. 

Because of the lack of response from XXXX XXXX, I began calling their customer support line again. I am continuously spending hours trying to speak to someone. I called half a dozen times but I was able to write down two specific dates and times. 
On XX/XX/2021, at approximately XXXX hours, I called AmeriHome and spoke to agent XXXX ( employee/XXXX # XXXX, Station ID : XXXX ). I explained my concern to her and my wish to speak to a supervisor. XXXX stated that a request to speak to a supervisor was submitted and the normal turn around time for a supervisor to call me was 3-4 days. However, due to the nature of my situation, XXXX stated I should be getting a call from a supervisor that afternoon. No one called me. 
On XX/XX/2021, at approximately XXXX hours, I spoke to agent XXXX  ( XXXX # : XXXX ). XXXX was professional and kind and attempted to address my concerns. She stated that she will send me a record of my escrow account for review of all of the assessments. Today is XX/XX/2021 and I still did not receive that mail. 

Neither of my two concerns were address. I still did not receive the check for {$92.00}. And no one, not including XXXX, who advised me to call her regarding my concern, returns my phone. 

My concern that I want addressed is this. My mortgage bill since XX/XX/2021 went up based on an escrow shortage ( according AmeriHome ). In around XXXX, I figured out that they used an incorrect value for my homeowners insurance ( almost double what it actually costs ). I was told that they will conduct an escrow analysis and any overpayment will be returned back to my once the escrow analysis determines that my mortgage bill is high. AmeriHome did conduct this analysis and re-adjusted my mortgage statement ( brought it down ). However, I have never received money back from overpayment. And there is zero indication that the escrow analysis was conducted using proper value of the homeowners insurance. All I want is an explanation of where the ( approximately ) {$700.00} of overpayment went, did the use the correct value on their escrow assessment, and was that correct value also re-applied to when I overpaid my mortgage that utilized the incorrect value ( which can indicate that I may have overpaid more ). To seek this information, I called XXXX XXXX several times ( as indicated that I will on my feedback ) and requested to speak to a supervisor several times. Again, no one picks up or returns my call, thus, never getting an explanation. This is why I have zero faith in AmeriHome and in how they handle my money/escrow. 

While trying to get this resolved, on XX/XX/2021, I received a notice from AmeriHome that my loan servicer will change. It indicated that on XX/XX/2021, XXXX XXXX  XXXX will be my new loan servicer. AmeriHome hasn't resolved my issues and I don't know how I can address this problem with a new servicer when they had nothing to do with the issue. I feel like AmeriHome is just trying to avoid taking responsibility and correcting their mistake.

Company response to consumer: Closed with explanation