Consumer complaint received 2023-04-13
Company: AmeriHome Mortgage Company, LLC
State: TX
Product: Mortgage
Sub-product: Reverse mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX XXXX XXXX, I received a letter from my mortgage company saying I was eligible for a covid-19 loan modification and that I need to do was agree to the term. The terms were I would have to make 3 trial payments if I completed the three payments I would qualify for a modification. I called at the end of XXXX and agreed during that time I advised the Representative my deseased husband 's name was still on correspondence. I was assured it wouldn't cause any issues with the modification. I made all three payments and received an approval letter it stated paperwork would be sent out to have notarized. I received a package in the mail about 2 weeks later. I mentally noticed the paperwork still had my deceased husbands name on it ( who died XX/XX/XXXX ). I called the mortgage company advising them of the issues and was told I would need to send/fax a death certificate to have him removed from the loan, underwriting would be notified of a delay in the paperwork being submitted and once they removed him I would get new paperwork. I faxed the documents the same day. I waited XXXX weeks and heard nothing, Finally, I received a letter in the mail saying my husband 's name was removed. I followed up on XXXX and was told my application was closed. I was outraged because I had contacted them and advised them of the issue and was assured it wouldn't be an issue. That day I spoke with a XXXX who said he spoke with underwriting and got approval to start the process over with the same process coding however I would now have to fill out an application. I asked to make a payment that day and was told not to make any payments. I filled out the application and submitted documents which weren't requested the first time. So I called back on XX/XX/XXXX and was told everything was under review and to wait 30 days. I called again on XX/XX/XXXX and was told still under review. A week later I received a letter stating my application was closed again. I then called in early XXXX and was told my application was closed due to missing documents which I was never informed of. So I was asked to submit another application. I faxed all the documents over on XX/XX/XXXX and never heard anything until XX/XX/XXXX saying my application was closed again. I then called and was placed on hold for 45 minutes, called on three-way calling and got another representative who hung up on me. I called back and requested the resolutions manager. I was told I would get a call back the next day. The next morning I did get a call explaining the whole situation and was told because I was originally approved in XXXX they would honor the original approval. The manager said she would reach out to Underwriting and call me back within 48hrs. I never received a callback and I followed up a week later and was told Resolutions tried to contact me however I didn't answer. There were no voicemails or email corraspodace left from me. I have 2 phone numbers on file with the company nothing on either. I called back on XX/XX/XXXX and spoke with someone that advised me to submit another application which I did and an additional letter requesting to verify my income I sent in that letter. My application was closed again. I reapplied again in XXXX of XXXX and sent everything and my application was processed and is now denied. I have gotten nothing but horrible service from the mortgage company and they have gone back on their word several times and I'm not going to lose my home. Today I called and requested to speak to resolutions to discuss the original approval and was placed on hold for over an hour and never was transferred.

Company response to consumer: Closed with explanation