Consumer complaint received 2018-05-11
Company: AmeriHome Mortgage Company, LLC
State: LA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/2016 I was involved in the " XXXX XXXX '' that occurred in Louisiana. Our house took on over 3 ' of water and we had to complete gut the inside. During this time I spoke with Amerihome Mortgage Company about possibly allowing me to put a couple months of my mortgage on hold in order to attempt to recover money loss. Amerihome advised me that they were " there to help '' and I would be placed on a Forbearance Plan. Amerihome explained to me that the Forbearance would allow me to not pay my monthly payments while I was in the process of fixing my home and at the time of me moving back into the house the missed payments would be spread out over the entirety of my loan. One long year later, we finally were able to move back into our home. At that time I spoke with Amerihome, they sent an inspector to the property at which time they stated the home was 100 %. I was told by Amerihome to continue to pay my mortgage and I would be updated on what I needed to do with the Forbearance Plan. After two months of Amerihome accepting my monthly note, the third month I was sent my check back in the mail with an attached letter, stating that I owed them over {$15000.00} in back payments. When I called the company, they advised me that I had not filled out the proeper paperwork involved, letting them know I would not be able to pay back the full amount of the Forbearance. I explained to them I let them know many times over the phone that I would not be able to pay back all the money up front and I was never told that I would need to fill out any paperwork. The only information I was given was to start making my monthly payments as soon as I was back in the property. After a long conversation, it was determined by Amerihome that I would only be able to do a Loan Modification, due to them closing out my account being in Forbearance. I filled out all necessary paperwork and sent all documents requested by Amerihome, at which time they stated they received everything and it could take up to 30 days for the underwriter to work out something. After not hearing from anyone at Amerihome, I called them, they stated that I had not signed and dated my hardship letter and the paperwork was never pushed through. After asking why I had not received an Email, phone call or voicemail letting me know that I needed to resend my letter signed and dated by me, they advised me that it was my responsibility to call them, they do not call people asking for corrected paperwork. I resent the letter signed and dated, Amerihome advised me they had all the necessary paperwork. 3 weeks after getting a confirmation on my paperwork, I received a letter stating that I needed to send in all of my wife 's information ( bank statements, check stubs, debt etc ... ) even though she is not a borrower on the loan. After gathering up all of the necessary paperwork for her, it was also sent in and verfied by Amerihome that they had received everything they needed. 2 weeks after receiving confirmation I received an automatic dialer call to call Amerihome. When I called, the operator advised me that I needed to re submit several documents that had " expired. '' After resending documents, Amerihome once again advised that they had received all of the necessary paperwork. After 6 long months of resending documentation to Amerihome, I finally was advised that I could speak to a supervisor. The supervisor advised me that there was something wrong with my Uniform Borrowers Assistance Form, that I had placed something wrong in a box. Amerihome was now asking me for a Divorce Decree showing where I received child support or alimony. I advised that I had never been divorced nor did I receive child support or alimony. I was told that I would need to type a letter stating these facts that would have to be signed and dated. I did so, after they received my letter, over the course of two months I continued to get calls from Amerihome requesting my divorce decree, after explaining to each operator that I have never been divorced they all stated they would put that in my " notes. '' 3 weeks ago I received my 10th call asking for a divorce decree, I asked to speak with a supervisor, at that time they went through my entire file stating that they had all the necessary paperwork, most documents they had two and three copies of from being resent. The supervisor advised that they were going to make sure the Loan Workout Dept. supervisor got my file to get it pushed through. I have just received a call today from Amerihome stating that I still need to send in Tax documents that I sent from approx. 8 months ago, they say they do not have the documents and that these are the last pieces of documentation they need. This has been a 2 year long process with them, and I feel like it will never end. They constantly tell me they have received documentation and 2 weeks later I get a call stating they no longer have the documents in their files. I constantly am being told different ways to fill out the documentation because all of the operators I talk to do not give the same instructions. They have treated me and my family like we are delinquents who just decided not to pay their mortgage. Along with the stress and strain it has put on my family, my credit has been destroyed because of this, showing that I am over 180 days late on mortgage payments.

Company response to consumer: Closed with explanation