Consumer complaint received 2021-03-02
Company: AmeriHome Mortgage Company, LLC
State: WV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, XXXX began charging me an additional {$300.00} per month. I called in the evening of XX/XX/XXXX, to question why, and was immediately connected with a representative who explained that the increase was per my escrow analysis. I asked her what had changed from the previously years, and she said my taxed had increased. I reviewed this section of my XX/XX/XXXX escrow analysis and saw that my taxes were triple what they should have been. She ( I didn't catch her name ) suggested I call my tax office to see why my taxes had gone up. I called my assessor and tax office on XX/XX/XXXX, and was assured my taxes had not changed. I asked if the wrong document could have been sent to XXXX, and the tax office told me that it could not have, because XXXX logs into their online system, just like I do. I then called XXXX and spoke with XXXX, and she told me to email my tax document to XXXX. She further told me the escrow analysis correction would take 48 hours and so to call back on Saturday, XX/XX/XXXX to confirm. I sent the e-mail on XX/XX/XXXX, at XXXX XXXX., as instructed. On Saturday, I called and spoke with a woman ( I didn't catch her name, but I noted that I was on hold for 52 minutes, and she answered the phone at XXXX XXXX She stated she did not see where any e-mail received and stated that I could only send messages through the website, not an actual email. She said to fax my tax document to XXXX, Attn : Research Department that coming Monday. On XX/XX/XXXX, I faxed the document along with a cover letter, as instructed. I sent two ( 2 ) follow-up messages through the online system that week as well, all of which went unanswered. Each time, I indicated I was hoping to get the payment amount corrected prior to XX/XX/XXXX ( the XXXX is the last date in the grace period of my monthly payment due date ). I was hoping to avoid paying additional overpayments. On XX/XX/XXXX, I again called AmeriHome and spoke with XXXX ( ID number XXXX ). She gave me another fax number to use XXXX. I sent a cover letter and my tax document to said fax number that date, along with documentation of my previously unanswered communication, and again requested they handle the situation before my XX/XX/XXXX payment was due. I received a message on XX/XX/XXXX on the website stating a work order had been opened ( even though I was also told this XX/XX/XXXX and XXXX ). I followed up on XX/XX/XXXX requesting status and was told it could take 7-10 days to complete the work order. Meanwhile, XX/XX/XXXX I scheduled my XX/XX/XXXX payment so that it was not late. I logged in on XX/XX/XXXX and saw that my payment had not been applied and the pending payment had disappeared. I contacted XXXX right away via chat and spoke with XXXX. She denied I had ever scheduled a payment until I told her I had documentation of the scheduled payment. She they assured me it wasn't on XXXX XXXX system. I asked her how to proceed and she told me to resubmit a payment. I did so, and three hours later, XXXX posted two payments for me, even backdating one of the payments for XX/XX/XXXX. When I tried to cancel the payment I had just made, the site kept giving me an error message each time, both from my phone and my laptop ( I kept screenshots of this ). I called my bank and chatted online with XXXX the next morning ( XX/XX/XXXX ). XXXX from XXXX acted like nothing could be done on XXXX XXXX end until I told him/her that I was on the phone with my bank and that my bank said it all seemed like a scam, especially since XXXX should be able to reverse the transaction. XXXX then said the transaction would be reversed and that my money would be returned within four ( 4 ) days. Although the credit for the second payment disappeared from XXXX XXXX  site and the second payment initially disappeared from my banking site, it reappeared on XX/XX/XXXX! My bank couldn't be sure but said it looked like a possible THIRD payment being deducted. I have tried contacting XXXX, but now each time I try to chat, the site logs me out ( it should be noted that XXXX can trace my phone number, e-mail, etc. immediately to my loan, and they state the same during the automated communications ). Twice today, I asked about the missing payment, and they logged me out of the site within seconds. Yesterday, it wouldn't even let me use the chat feature. Also, in the meantime of dealing with the second payment, on XX/XX/XXXX, the second escrow analysis was completed, indicating my payments should not have increased by the {$300.00}. However, they claim to have issued me a refund for around {$400.00}. I have asked several times what happened to the other {$200.00} but have not received an explanation. Please help me. And help others avoid these scams!

Company response to consumer: Closed with explanation