Consumer complaint received 2020-01-16
Company: AmeriHome Mortgage Company, LLC
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my home a few months back and the loan was bought up by Amerihome Mortgage I set up my bank info on their website, get the first payment made, and then go to set up auto draft. They way their system is set up you can *only* auto draft from an account that matches your name, if you want to auto draft from an account that does not match your name, you have to mail in a voided check. I have a different bank account for house expenses for accounting purposes. I send in a voided check, the new account shows up in the website, I switch the auto draft over to the new account and go on my merry way. 

The auto draft fails. I happen to check back on the site later and I see that I'm late, so I call in to see what's going on, the Amerihome Mortgage phone rep tells me payments are not working and they can not help that I'll have to call my bank. I figure, this is more headache than it's worth, I switch auto draft back to the first account, confirm with the Amerihome Mortgage phone rep that it looks right, make a manual payment and go on my merry way. The Amerihome Mortgage website reported that a payment had been made. Next month the auto draft fails again ( this is the account that it was working on before, and that I'd been making manual payments from ). I don't notice for a few weeks, so of course loan then went unpaid and I was unaware of this. The loan fell two payments behind, I happened to look on the site, and saw that the auto draft was seemingly not working. Calling them does not seem to help so I figure I'll give up on auto draft and just make manual payments every month. It's super annoying, but it's not like you can argue the bank that owns your house. So I make a manual payment from the account with my name. 

I get an email from Amerihome confirming that I paid. 

Just to be sure though I then contacted their support on the Amerihome Mortgage website ( amerihome.loanadministration.com ), and they tell me : Amerihome chat support rep : Thank you for your recent email regarding your loan payments. This message is to inform you that your XX/XX/2020 payment was posted on XX/XX/2020. 

Thank you for providing us with the opportunity to assist you. 

Sincerely, XXXX XXXX E-mail Support Representative Unsurprisingly the payment gets reversed in the next day or so, but I don't notice for a week. When I call in to find out what's going on, I then learn that my account has been locked and for the next year I have to send in a wire or certified funds ( cashiers check or money order ). This is annoying, but it's my own fault for trusting these guys. So I call in, confirm I can wire them funds through XXXX XXXX ask what I need to know ( apparently there is a code ) get the XXXX XXXX code XXXX drive to XXXX XXXX, and the XXXX XXXX cashier can not find Amerihome Mortgage in the list of companies. I called Amerihome Mortgage from XXXX XXXX, eventually get through ( all they want to talk to me about is how to go into foreclosure, I explain that I don't want to go into foreclosure I just want to pay them ) they tell me that they stopped supporting XXXX XXXX today. I ask how I can pay. Since I can not wire to their bank account directly and I can't wire through XXXX  XXXX  or XXXX. They inform me that only remaining way to pay is to send them certified funds, but am I *sure* that I don't want to talk to someone about going into foreclosure? I explain again that I just want to pay them. 

So I overnight fedex a money order in. Track it and it arrived yesterday morning. I call in to confirm that they got the money order. All they want to talk about is my foreclosure options, eventually we get through the whole thing and they tell me the money order will show up in my account that afternoon. I check the next afternoon and it has not appeared on the site. I check the next morning and it has not appeared on the site. I call in ( and go through the whole " Did you know you owe us money? Do you want to talk to someone about your foreclosure options? '' ) so I explain the whole thing again and I'm assured that it will post this afternoon. 

The representative asks if I need anything else, I let her know that I'm doing everything that I can to pay them, but it is seemingly impossible. She tells me that I should call back since the website is untrustworthy and she has no idea what I can do and that she's terribly sorry. 

I'm concerned that at this point I have literally *no* avenue to pay them that they will accept. All I want to do is give them money and I they seemingly will not let me *and they keep pushing foreclosure*. This seems predatory to me. I'm scared that they are going to take my house and that there's nothing I can do about it. 

Throughout the entirely of this timeline my bank account has had in between 10 and 20 thousand dollars. 

Timeline : XX/XX/XXXX XXXX Called from home and authed in, told XXXX I was trying to pay and explained the ACH issues. She told me that I needed to drive to a XXXX  XXXX  office and wire the money to them. I asked her what information I needed, she told me " rock '' I said, I have that information, but don't I need something else, she said " take everything you have '', which is an incredibly unhelpful answer. I drive to XXXX XXXX  and go to send the wire, they ask me for the company name and she can't find it in the system. I step aside to let other customers through and call back in wait through the hour hold time and get to talk to someone, I explain the situation and this guy asks if I want to keep the house ( he asked it like 5 times ). Finally he lets me know that they stopped supporting XXXX  XXXX  today ( but do I still want the house? ). SO I ask how I can pay them. He tells me to send certified funds to <address>, but before I do that, do I want to talk about how to go into foreclosure? ( there must be some bonus for this they *all* ask me about it ) XX/XX/XXXX First lady ( super nice XXXX XXXX Second Lady ( XXXX attitude dropped the call ) XXXX First lady called second lady, second lady asked all the authentication questions, then asked why I had called, at which point I explained that I had been talking to first lady because I'm trying to pay them, and did I get transferred by accident? First lady is apparently still on the call, she speaks up and says that my account looks all messed up to her and what's the problem? 

Second lady asks me why I'm having trouble paying and if I intend to stay in the home, I say yes I intend to keep the home it's just that you won't let me pay you. 

Second lady hangs up. 

First lady *assures* me that the payment will post this afternoon. 

XX/XX/XXXX XXXX MST, the payment has not posted ( by the data on the website ) Call in, get XXXX, the payment has not posted for them either, she has me read her the tracking number and the address and confirms that those are correct. 

She tells me that she is CONFIDENT that it will be posted today. I explained the story she let me know that there's nothing she can do, and that I can check on the site. 
Or that perhaps I would prefer to call back in. I told her that I didn't trust the site since it's been so inaccurate. She said that's expected given my experience. 
She asked if I needed anything else and I let her know that I don't currently have any other options besides foreclosure if they won't let me pay them. That I've followed everything they have asked me to do and they still won't accept payment. 
She commiserated and told me " I have no words '' and wished be good luck.

Company response to consumer: Closed with explanation