Consumer complaint received 2018-01-02
Company: AmeriHome Mortgage Company, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I had a home built with a construction loan and at the end of the build, had the loan converted to a VA loan with XXXX XXXX. The process was wonderful and I have respect for that company ( XXXX ) and its employees. Just a short couple of months after I closed the loan ( XX/XX/XXXX ), the loan was sold to AmeriHome Mortgage ( XXXX XXXX XXXX XXXX, NJ XXXX XXXX ). ( The first payment due to AmeriHome was sent XX/XX/XXXX for the XX/XX/XXXX payment. ) I realized that the escrow being collected was in excess, but until I received my first tax bill, I had no proof. My homeowners insurance amount was confirmed and when I received my tax information from XXXX County, I notified AmeriHome at the above listed number. My contact with AmeriHome is as follows : XX/XX/XXXX XXXX AmeriHome said that they were " working on the escrow '' and that the overage would be refunded and adjustment would be done in no more than 30-60 days XX/XX/XXXX XXXX AmeriHome stated that it was NOT in review and they needed copies of the tax document. I emailed the tax bill from XXXX county to XXXX and received confirmation from the email ( see below ) " Your question has been received. You should expect a response from us within 24 hours. 
Subject Tax update and escrow request Question Reference # XXXX Date Created : XX/XX/XXXX XXXX XXXX '' Inbox x XXXX XXXX via XXXX XX/XX/XXXX Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next days. Thank you for allowing us to be of service to you. 
Subject Tax update and escrow request Response By Email ( XXXX XXXX ) ( XX/XX/XXXX XXXX XXXX ) Re : Loan number XXXX Dear Borrower, Thank you for your recent inquiry regarding your loan. 

A ticket has been opened on your behalf. Please allow up to three business days for a resolution. 

If your concerns have not been fully addressed, please log in to your account and send us an email through the " Message Center '' link. 

Thank you for giving us an opportunity to be of service to you. 

Sincerely, XXXX XXXX E-mail Support Representative Customer By Service Email ( XXXX XXXX ) ( XX/XX/XXXX XXXX XXXX ) To Whom it May Concern : I would like for the escrow amount on my account to be adjusted. I am currently paying around {$300.00} extra per month. 

I am attaching my current tax bill for your review. My account number is XXXX. 
I talked with customer service at XXXX on XX/XX/XXXX and was told that it was being reviewed. I called again today and was told that, in fact, it was not in the review process. 

Thank you for your help in this matter. 


-- XXXX XXXX XXXX XXXX ( c ) Question Reference # XXXX Date Created : XX/XX/XXXX XXXX XXXX Date Last Updated : XX/XX/XXXX XXXX XXXX Status : Solved That is a copy of the email confirmation. I heard nothing back from AmeriHome. 

XX/XX/XXXX I was told to call back on Monday ( XX/XX/XXXX ) to learn the results of the request. I submitted a request for evaluation of the escrow amount. The customer service rep stated that ( in reference to the escrow amount - " Yes, it is too high ''. I was told that an escrow analysis would be done in XX/XX/XXXX and again I requested that it be completed in light of the information given to them. 

XX/XX/XXXX XXXX I was told that an escrow analysis would be completed by Friday XX/XX/XXXX and the tax bill I had sent was seen in their system. I was told that the escrow analysis would be run by XX/XX/XXXX and sent out. 

XX/XX/XXXX XXXX I contacted CFPB and was told that AmeriHome had 30 days to respond and then an additional 15 days. 
XX/XX/XXXX XXXX I contacted AmeriHome and informed them that I had contacted CFPB and was given the information about the 30 day window. The representative performed the escrow analysis while I was on the phone ( less than 2 minutes of " hold '' time and was told that they would send an analysis to me and a refund check within 7-10 days. 

XX/XX/XXXX I called to check status of the check and was told that it " had to go through series of checks and balances '' and that it was mailed on XX/XX/XXXX, ( I do n't ' yet have the check for over {$4000.00} ) I have received information that my new loan amount has been lowered starting XX/XX/XXXX, but have not received any of the monies due me. 

I would appreciate your help into this matter. 
With respect, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation