Consumer complaint received 2018-03-02
Company: AmeriHome Mortgage Company, LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We received our Annual Escrow Account Disclosure statement dated XX/XX/XXXX, which detailed an escrow shortage of - {$48.00}. It explained if we preferred to pay the escrow shortage of - {$48.00}, due by XX/XX/XXXX our new mortgage payment would then be {$2400.00}. If we did not submit the shortage payment our new mortgage would be {$2400.00}.

We paid Amerihome {$48.00} and a separate payment of {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement from Amerihome, payment dueXX/XX/XXXX mortgage showed the total amount due was {$2400.00}.

On XX/XX/XXXX, we contacted Amerihome for the first time to inquire why our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}. They stated the escrow shortage received XX/XX/XXXX of {$48.00} was not correctly applied to the escrow account and that they would correct it.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage on XX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXXMonthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage on XX/XX/XXXX.

We contacted Amerihome in XX/XX/XXXX and spoke to Agent # XXXX and they assured us the escrow shortage payment received of {$48.00} would be applied correctly to the escrow account.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage onXX/XX/XXXX.

We paid Amerihome {$2400.00} onXX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage on XX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage on XX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage onXX/XX/XXXX.

We paid Amerihome {$2400.00} onXX/XX/XXXX.

Our XX/XX/XXXX Monthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage on XX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

We contacted Amerihome in XX/XX/XXXX and spoke to XXXX  Agent # XXXX  he assured us the escrow shortage payment received of {$48.00} would be applied correctly to the escrow account.

Our XX/XX/XXXXMonthly Statement still reflected a payment of {$2400.00} due XX/XX/XXXX and not {$2400.00}, since we paid the {$48.00} escrow shortage onXX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

We contacted Amerihome at XXXX on XX/XX/XXXXand spoke to XXXX XXXX  Agent # XXXX. She transferred us to her supervisor XXXX  Agent # XXXX, she assured us the escrow shortage payment received of {$48.00} would be applied correctly to the escrow account and would be corrected in 72 business hours. - 2nd issue InXX/XX/XXXX, we received our Homeowners Insurance policy renewal packet from XXXX XXXX  for policy period XX/XX/XXXX-XX/XX/XXXX.

On XX/XX/XXXX we received the following from AmeriHome mortgage Subject : Please provide hazard insurance information Our records show that your hazard insurance has expired, and we do not have evidence that you have obtained new coverage. Because hazard insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect for which you do not have insurance.

Our hazard insurance has never changed since the beginning of our loan XX/XX/XXXX, so we were very confused by this notice.

OnXX/XX/XXXX we received the following from XXXX XXXX  : an Important Notice about the Bill to Your Mortgage Company. At this time, XXXX XXXX has not received payment from your mortgage company, and your premium is overdue. We have sent a second request on your behalf requesting payment from your mortgage company. If this second attempt is not successful, you will receive a bill in the mail requesting payment.

We contacted Amerihome on XX/XX/XXXX at XXXX and spoke to XXXX # XXXX   regarding Amerihome not having our Home Insurance policy- which we could not unstand why, as our policy has never changed since the beginning of our loan XX/XX/XXXX. We were transferred to XXXX XXXX at XXXX and then XXXX and confirmed it was issued on XX/XX/XXXX.

We called Amerihome back at XXXX and requested a call back.

We received an email from AmeriHome on XX/XX/XXXX that on XX/XX/XXXX a disbursement for {$1100.00} was made out of our escrow account.

On XX/XX/XXXX we received the following from AmeriHome mortgage : The insurance cover we ordered on your behalf has been cancelled.

This issue appears to be resolved.

- Continuation of 1st issue Our XX/XX/XXXX Monthly Statement reflected a correct payment of {$2400.00}, due XX/XX/XXXX.

We paid Amerihome {$2400.00} on XX/XX/XXXX.

- 3rd issue We contacted Amerihome on XX/XX/XXXX at XXXX and spoke to XXXX # XXXX. We prepaid our XX/XX/XXXX County Taxes and wanted to know what Amerihome needed. They needed an email sent to XXXX with copy of the receipt for our payment to be readjusted to not include taxes for XX/XX/XXXX.

I emailed XXXX on XX/XX/XXXX to request our payment be adjusted to not include taxes for XX/XX/XXXX as we have pre-paid them directly with XXXX  County in the amount of {$5700.00} and attached a copy of the check to the county.

I received an XXXX # XXXX  on XX/XX/XXXXfrom AmeriHome that they have received our recent inquiry regarding our mortgage account. The information provided was been forwarded to the tax department for further review, research, and resolution.

- Continuation of 1st issue We contacted Amerihome on XX/XX/XXXXat XXXX and spoke to XXXX # XXXX she stated the adjustment would be effective XX/XX/XXXX.

- 4th  issue We contacted AmeriHome on XX/XX/XXXX at XXXX  and spoke with XXXX  and then was transferred to XXXX # XXXX at XXXX. XXXX informed us that we were 10 payments past due and owed over {$26000.00}, that there was a mix up in funds and that our escrow shortage payment of {$48.00} was received, but never applied to the correct account. They needed to remove the funds to sitting in suspense. A supervisor was to call us back by XXXX.

XXXX called us at XXXX and stated a holding account wasnt correctly redistributed and she would have it reapplied and completed byXX/XX/XXXX

On XX/XX/XXXX we received a return receipt requested notice from AmeriHome that the Amount Due as of the date of this letter : {$2400.00} and that You are hereby notified that the captioned loan is in default. You have breached the terms of the mortgage/deed of trust securing your loan by failing to make the monthly payments due XX/XX/XXXXthrough XX/XX/XXXX.

We received our Annual Escrow Account Disclosure Statement dated :XX/XX/XXXX, which shows an escrow surplus of {$4200.00}, which does not appear correct. Our new mortgage payment is {$2400.00}, which also does not appear correct. Principal and/or Interest : {$1800.00} and Escrow ( Taxes and/or Insurance ) : {$570.00}.

We emailed XXXX onXX/XX/XXXX with the following : After speaking with customer service twice today, they informed me that our Payment due XX/XX/XXXX was not received. I'm inquiring why our payment of {$2400.00}, screenshot attached, has not posted to our account.

On XX/XX/XXXX we received the following from AmeriHome : Thank you for contacting us. To research this request we would need a copy of the cashed check front & back, or the electronic transmittal form.

We emailed XXXX onXX/XX/XXXX with the following : Per the reference number indicated in the subject, I'm inquiring why our payment of {$2400.00}, has not posted to our account. I'm including the electronic transmittal form as requested.

We contacted AmeriHome onXX/XX/XXXX at XXXX  They informed us that we owed a {$92.00} late fee due to a missing mortgage payment. We spoke to XXXX Agent # XXXX and he informed us they were still researching. The call disconnected after 25 mins.

We called AmeriHome back on XX/XX/XXXX at XXXX and spoke to XXXX and he informed us this was a Customer Service issue. I was on the phone for a total of 15 mins and was disconnected.

We called AmeriHome back at XXXX and spoke to XXXX # XXXX, he stated Ive never seen an account like this. He provided us a number to contact XXXX We spoke to XXXX # XXXX. She took this to her manager and asked if we made 2 payments. She confirmed our payment posted on XX/XX/XXXX and told us this was not a collections issue and transferred us back to customer service. The total call time was 1 hr and 3 mins.

We then spoke with XXXX # XXXX, she asked for the XXXX  # and said something doesnt look right, let me review the documents you sent she determined that XX/XX/XXXX payment went to our escrow account instead of our mortgage and that this would be corrected by XX/XX/XXXX.

We contacted AmeriHome on XX/XX/XXXX at XXXX and the automated message stated our last payment was received on XX/XX/XXXXand that ourXX/XX/XXXX payment had not been received. At XXXX we spoke with XXXX  # XXXX  and she said it looked like we need to speak to loss and mitigation since there was a flag on our account. At XXXX  we spoke to XXXX # XXXX I was on hold until XXXX so she could review our account. She reviewed the customer service notes from XX/XX/XXXX and stated that we needed to call the bank for a transmittal # and that we needed to email that to XXXX. She stated that our account does not show a {$92.00} late fee, but that are past due on our XX/XX/XXXX payment. At XXXX she advised I give customer service a call back regarding the tax department.

On XX/XX/XXXX we reached out to XXXX  to request the transmittal # and were told it could be a few days to receive the information. It should be emailed to us and we will provide it AmeriHome as soon as we receive it.

Company response to consumer: Closed with explanation