Consumer complaint received 2021-05-28
Company: AmeriHome Mortgage Company, LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Amerihome mortgage around XX/XX/2021 starting that I knew my XXXX  impacted forbearance was ending at the end of the month that I was trying to be proactive about the ending of the forbearance because I had received a letter about different options once it ended I informed the representative that I would not be able to make the full past due amount since I was just getting back to work and that I wanted to go forward with the modification to put payments on the back end of the loan. The representative started this was no issue I would get paperwork in the mail and told me my next payment would be done XX/XX/XXXX for the normal monthly amount. After XX/XX/2021 I received no paperwork in the mail and called in to try and make a payment and was informed by the representative that no request was in place for a modification and that the last representative didnt do anything but make a note on the account. I informed this representative that I was concerned about credit reporting since the Forbearance was technically over but I still wanted to do a modification on the loan I wanted to avoid a second lien with the partial claim she said this would be no issue that they would put in another forbearance for XX/XX/2021 while the modification paperwork was being rerequested to avoid any reporting issue. I received the modification paperwork emailed it in per the reps suggestion on XX/XX/XXXX. I called back in around XX/XX/XXXX and spoke with a gentleman that stated he was from the Loss Mitigation department first he stated he didnt see the paperwork, he put me on hold came back about 5 minutes later and said he found the email with the returned hardship modification paperwork that I signed and that he would note the account that it would be reviewed and we would get a letter if its approved stating what are next payment would be. Towards the end of XXXX I received a letter starting that the modification couldnt be completed I called in and spoke with a representative that assured me its being processed and to ignore the letter since it was sent before the paperwork was received they suggested I call back after XX/XX/XXXX to let everything process on the account. After not receiving any documents by mail and paying supposed to be due for XX/XX/2021 I called again was informed by the representative that they didnt process the modification because the representative that placed the forbearance on the account for XX/XX/2021 misinformed me and that only one hardship workout could be on the account at a time she told me she would be escalating this to the modification department to be reviewed again since the forbearance was over and that I would get a call back with my next steps to wait about 5-7 business days since that is the normal processing time for a call back. After XX/XX/XXXX and not hearing anything no more letters or no call back from the loss mitigation department I called again was told that the modification request will need to be resubmitted since it had been so long on the original request and that I would possibly have to submit the paperwork again that they would try to do another escalation to see if the paperwork and hardship letters could be accepted even though they were submitted in XXXX. Towards the end of the call it unexpectedly dropped so I called back to make sure the request was done since processed since the call dropped. I spoke with the last representative and was informed that no starting the modification will not avoid credit reporting and that since I have an FHA loan the only option that I have is to do the FHA partial claim. I started that was not what I was previously told because I said I wanted to avoid a second lien that comes with the partial claim. The representative was very rude saying that the partial claim was my only option and when I asked for a supervisor due to incorrect information that no one would talk to me because that wouldnt change the options I informed her my concerns werent over the options it was due to incorrect information from several representatives that I had spoke with and told her Im sure the conversations are recorded she said that everyone has different supervisors so talking to hers wouldnt help the situation I said I didnt matter if everyone had different supervisors I wanted to speak to someone to make sure I was getting correct information and that the follow through would be correct. I told her that in order to end this whole mess of incorrect information and a 3 month long process to start the request for the FHA partial claim. She told me that she would do this and put in for a call back for a supervisor. When we received the callback the supervisor didnt have any information didnt know why we didnt receive a call back previously and didnt know why this had taken so long to do anything with the modification like we originally wanted. Overall this has been a terrible experience my wife had XXXX causing us both to be out of work and once I went back to work I was on reduced hours with my employer this isnt something that we just did to avoid paying our mortgage we had an actual hardship and one of there solutions was just to keep continuing the forbearance to put us even more in the whole several times we told different representatives our goal was to make our normal monthly payment we just couldnt pay a large past due amount. Within a week we received approval to do the partial claim and received a mailing on XX/XX/2021 stating I had until XX/XX/2021 to return signed paperwork which a representative informed me on XX/XX/2021 hadnt even been mailed yet. This is starting another problem of delayed paperwork and me having to call this company several times for a simple thing. This is my home that is at risk and the constant back and forth information is causing me a financial strain because now my escrow is getting more and more behind on something that could of been fixed back in XXXX if the original request was honored.

Company response to consumer: Closed with explanation