Consumer complaint received 2020-05-23
Company: AmeriHome Mortgage Company, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Summary : My mortgage was transferred from XXXX XXXX to Amerihome where it currently resides. I sent my first payment of {$810.00} to XXXX XXXX. This payment is never acknowledged by Amerihome. I spent 6 months with XXXX XXXX getting proof of the transfer ( see attached ) and the last 6 months trying to get Amerihome to either acknowledge the payment or tell me what more they need from me or XXXX XXXX to prove that the payment was transferred. I submitted an extra payment on XX/XX/XXXX to Amerihome, because they kept saying was late. So, I am not behind on my mortgage. Amerihome did acknowledge this payment and every other payment except this 1st one.  Every time I call Amerihome I have to explain the situation again from the beginning, because they refuse to assign one person to sort out this issue. 

AmeriHome Mortgage Company , LLC XXXX XXXX XXXX XXXXXXXX XXXX, NJ XXXX XX/XX/XXXX ( a year ago ) I made my first mortgage payment to XXXX XXXX, XXXX XXXX XXXX, XXXX   XXXX, VA XXXX XX/XX/XXXX Escrow Balance was transferred from XXXX XXXX to Amerihome ( we are all in agreement on this point ) { Skipping the back and forth with XXXX XXXX they have always said they transferred the payment on XX/XX/XXXX but I had to get them to send me some sort of proof, which took a while } XX/XX/XXXX - Phone call to Amerihome - They " opened a ticket '' on the issue XX/XX/XXXX - Phone call to Amerihome - They said they needed more information. I supplied this information. 
XX/XX/XXXX - Phone call to Amerihome - They opened another ticket on the issue XX/XX/XXXX - Phone call to Amerihome - They said they needed more information, transferred me to a different department, was cut off, they didn't call me back. 
XX/XX/XXXX - Phone call to Amerihome - They said a ticket was opened and would be resolved in 30 days XX/XX/XXXX - Received a letter from Amerihome - They acknowledge receipt of my information XX/XX/XXXX - Phone call to Amerihome - They said a ticket was still be working on the ticket XX/XX/XXXX - Phone call to Amerihome - They said a ticket was still be working on the ticket XX/XX/XXXX - Phone call to Amerihome - They said they need more information. I emailed the transfer proof from XXXX XX/XX/XXXX - Received email from Amerihome - Confirmation from Amerihome of the Receipt of my additional information XX/XX/XXXX - Received email from Amerihome - " Please contact XXXX , XXXX, your previous loan servicer, to locate your missing payment. '' XX/XX/XXXX - Sent an email to XXXX - I re-sent the proof from XXXX XXXX and I asked for a detail description of what Amerihome needs from me. Amerihome responded with an automated Receipt of my email. 
XX/XX/XXXX - Mailed " qualified written request '' through Postal Service ( See attached ). 
XXXX- Amerihome responded to my postal service " Qualified written request '' with a letter in the mail - saying 30 days XXXX-Amerihome responded to my postal service `` Qualified written request '' with a letter in the mail - saying 15 more days XX/XX/XXXX - I still have not heard back from Amerihome

Company response to consumer: Closed with explanation